NMT Support Services and Service Levels

Depending on the services that your company has subscribed to in the signed proposal, Neu Media Technology LLP (NMT) will during the term of the Agreement provide you with the following Support Services.

  1. NMT hosted server services
    1. Server performance is dependent on the package that was agreed upon in the signed proposal. NMT will maintain support to ensure the service is available 24/7.
    2. Backup of the database is provided 90 days rolling
    3. Recovery of server functionality in case of failure will be within 8 hours.
  2. Functional support services
    1. Send your support request and questions to support@neumediatechnology.com between the hours of 9 am and 6 pm Singapore Time, Monday through Friday, excluding customary Singapore national holidays. A ticket will be automatically generated to our support service staff.
    2. Support services will include assistance related to routine questions regarding the use of the Services and for identified errors or malfunctions, where reasonably available. Functional support is for L1 & L2 as stated in our Terms & Conditions.
  3. Technical (coding) support services
    1. Send your support request and questions to support@neumediatechnology.com between the hours of 9 am and 6 pm Singapore Time, Monday through Friday, excluding customary Singapore national holidays. A ticket will be automatically generated to our support service staff.
    2. Technical support for L3 as stated above in our Terms & Conditions.
  4. Response time is the total elapsed time from the point where the problem is reported to NMT to the point where NMT responds with an assessment of the situation. NMT will then employ its best commercial efforts to resolve the reported problems as stipulated in Table 1.
    1. Support tickets are assessed by NMT internally and classified based on their type and priority level.
  5. Client Responsibilities and Controlled System Usage

    The Client acknowledges that the stability, security, and availability of the system depends on the Client’s proper use of the system, adherence to recommended operating procedures, and timely consultation with NMT before performing material changes.

    The Client shall not, without prior written consultation with or approval from NMT, perform or instruct any party to perform actions that may materially affect the system, including but not limited to:

    1. server-level changes, restarts, migrations, upgrades, restoration, deletion, or reconfiguration;
    2. database imports, exports, restoration, deletion, mass updates, or direct database manipulation;
    3. installation, removal, or modification of custom modules, third-party applications, integrations, scripts, scheduled actions, or automated processes;
    4. changes to access rights, system parameters, accounting configurations, workflow rules, email servers, payment gateways, API credentials, or integration endpoints;
    5. changes performed by the Client’s internal team, external vendor, IT provider, accountant, consultant, or any other third party engaged by the Client.

Where the Client performs, instructs, authorises, or permits such actions without prior written consultation with NMT, any resulting incident, malfunction, downtime, data inconsistency, loss of function, or operational disruption shall not be treated as a standard support issue under this SLA.

  1. Service Levels
    1. Level 1 - Configuration Settings
      Customization at this level involves the toggling of system flags and parameters to turn on / off system in-built features. E.g. setting product invoicing policy, enabling system drop-shipping support, etc.
    2. Level 2 - Minor Coding Effort
      Customization at this level involves minor coding effort that has a development cycle time of < 4 hours. E.g. template changes, web content modifications, etc.
    3. Level 3 - Comprehensive Coding Effort
      Customization at this level entails a comprehensive development cycle including design, implementation, unit testing, integration testing, and user acceptance testing. Such cycles may consist of several days of work effort. The work effort here also covers any support matters that require technical expertise, data mining / analysis, and/or matters extending beyond the L1/L2 threshold as assessed by NMT. 

Table 1 - Support Response




       6.  Backup Services:
            a. Upon terminating the backup service, we will purge any and all backup data within 14 days of terminating the service.
                (ii) Should the service be reinstated thereafter, the backup will reaccumulate from beginning again.   
            b. Service subscription will be priced based on the client’s backup footprint at the time of invoicing.
            c. When the backup storage enters a new higher tier (checked weekly), the difference in price will be prorated and invoiced as at its occurrence.
            d. Any entry into a lower tier, the difference in price will be prorated and credited to the next renewal invoice.
            e. Monies collected will not be refunded.
            f. Reserve the rights to revise pricing as needed.