Service Level Agreement – SLAiCore Technology Sdn. Bhd.

ICORE TECHNOLOGY SDN BHD SLA

We understand the necessity of high availability to our customers and make every effort to provide services that consistently exceed your expectations. The following is a summary of the kinds of levels of service that iCore Technology Sdn Bhd offers its customers to ensure maximum availability and performance. Please contact customer support for additional information and terms regarding the iCore Technology Sdn Bhd SLAs.

Network Availability

We guarantee that our network will be available 99.9% of the time for each calendar month (excluding scheduled maintenance¹ and emergency maintenance²). If we incur an outage exceeding 0.1%³ of the time for that particular calendar month to the iCore Technology Sdn Bhd network, affected Customers will be eligible for a subscription rebate (the "Subscription Rebate") on the next bill. The Subscription Rebate amount will be 10% of the affected service's subscription fee or up to RM500.00, whichever lower.

Network uptime comprises the functioning of all network infrastructure including cabling, switches and routers. Services or software running on a customer’s server are not included in the definition of the iCore Technology Sdn Bhd network. Network downtime exists if a customer’s server is unable to transmit and receive data and a ticket is opened for the incident in the iCore Technology Sdn Bhd ticket tracking system. Network downtime is measured from the time the ticket is opened regarding downtime to the time the problem is resolved.

Infrastructure Guarantee

We guarantee that the iCore Technology Sdn Bhd critical environmental systems, including power and HVAC, will be available 99.9% of the time (excluding scheduled maintenance¹ and emergency maintenance²). If we incur an outage exceeding 0.1%³ of the time for that particular calendar month to the iCore Technology Sdn Bhd network, affected Customers will be eligible for a subscription rebate (the "Subscription Rebate") on the next bill. The Subscription Rebate amount will be 10% of the affected service's subscription fee or up to RM500.00, whichever lower.

Critical systems include functioning of all power and HVAC infrastructure including UPS equipment and cabling. Power supplies of individual servers are not included. Critical systems downtime exists when a customer’s server is shut down due to power or heat problems and a ticket has been opened for the incident in the iCore Technology Sdn Bhd ticket tracking system. Critical system downtime is measured from the time the ticket is opened regarding server downtime to the time the problem is resolved and the server comes back on line.

Hardware Guarantee

We guarantee the proper function of a customer’s leased hardware components provided by iCore Technology Sdn Bhd and will replace any failed component at no cost to the customer. The replacement process will begin when the cause of the problem has been determined. Hardware replacement is guaranteed to take no more than 24 hour. In the event that it does take iCore Technology Sdn Bhd more than 24 hour to replace faulty hardware, affected Customers will be eligible for a subscription rebate (the "Subscription Rebate") on the next bill. The Subscription Rebate amount will be 10% of the affected service's subscription fee or up to RM500.00, whichever lower. Hardware is defined as the processor(s), RAM, hard disk(s), motherboard, NIC card and other related components included under the server lease.

Subscription Rebate

Delinquent customers may not take advantage of our SLA. All Subscription Rebate must be requested by the customer within 3 days of the reported downtime, and the downtime must be from a single occurrence. This Subscription Rebate is limited to once in a calender month frequency, meaning to say you can only apply maximum of 1 Subscription Rebate to a single bill.