Service Level Agreement (SLA)

1. Introduction

This SLA describes the support that the Customer can expect to receive from MeCode for the duration of the Agreement.

2. Definition

3. Scope of the Service Level Agreements

This SLA applies only to the Product and Professional Services described in the Agreement or applicable Scope of Work. This SLA does not apply to any software, equipment, services, or other parts of an information technology system that are not purchased from or managed by MeCode.

• 3.1 the issue has been caused by Customer's use of the Product in a manner that is contrary to MeCode training or any other instruction issued by MeCode
• 3.2 Customer has made unauthorized changes to the configuration or set-up of the affected Product
• 3.3 Customer has prevented MeCode from performing maintenance on the Product
• 3.4 the issue has been caused by the Third Party Products
• 3.5 the issue has been caused by User(s), including by modifying part of the software or by adding, deleting, or assigning improper rights to Users

4. SLA Effective Term and Date

This SLA will be effective from the Project Start Date and will terminate without further notice and without the right to compensation or restitution upon the expiry or termination of the Agreement or applicable Scope of Work.

5. Responsibilities

MeCode responsibilities:

• 5.1 ensure the relevant Product and Professional Services are available to Customer
• 5.2 respond to support requests within the timescales listed below
• 5.3 take steps to escalate, diagnose, and resolve issues in an appropriate and timely manner, including the allocation of a sufficient number of skilled staff and the collection of necessary information
• 5.4 maintain clear and timely communication with Customer at all times

Customer responsibilities:

• 5.5 use the Product as intended under the Agreement
• 5.6 notify MeCode of issues or problems in a timely manner and as thoroughly as possible
• 5.7 cooperate with MeCode in its efforts to escalate, diagnose and resolve issues by providing timely and accurate response to requests for information
• 5.8 in case of a P0 Alert (Reference on the Alert Table below), ensure the availability of sufficient number of skilled Customer employees to cooperate with MeCode
• 5.9 provide MeCode with access to equipment, software, and services for the purposes of maintenance, updates, and fault prevention
• 5.10 maintain staff with adequate information technology knowledge to fulfill these responsibilities

6. Response Time and Resolution Time

In the event of an alert, MeCode is deemed to have responded when it has replied to the Customer's initial request. This may be in the form of a Slack message, email, or telephone call, to acknowledge receipt of the Customer's request, provide a solution, or request further information.

The Response Time and Resolution Time will depend on the priority of the item(s) affected and the severity of the alert, as set out in the following table:

7. Help Desk

The MeCode help desk can be contacted by email anytime via [email protected] or by LINE Official Account via @mecode