This Loyalty Voucher Platform API Service Level
Agreement (“SLA”) governs the use of the Loyalty Voucher Platform API under the
terms of the Loyalty Voucher Platform Terms of Service (the “TOS”) between Media Plus Aisa Limited. (“Media Plus”, “us” or “we”)
and users of the Loyalty Voucher Platform API (“you” or “Customer”). This SLA
applies separately to each account using the Loyalty Voucher Platform API.
Unless otherwise provided herein, this SLA is subject to the terms of the TOS
and capitalized terms will have the meaning specified in the TOS. Media Plus reserves
the right to change the terms of this SLA in accordance with the TOS.
2.
Service Commitment
Media Plus will use commercially reasonable efforts to make
the Loyalty Voucher Platform API available 99.95%* of the time.
Platform status
Our platform status page is always up to date and
shows the current platform status. Media Plus
engineering team is constantly monitoring the Loyalty Voucher platform. In the
event of any issue affecting the health and operation of LV infrastructure,
core systems, or tools, our dedicated operations team is notified and will work
to immediately diagnose and correct any issues.
*99.95% is based on Microsoft Azure SLA for Cloud Services.
3.
Service Management
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
In support of services outlined in this Agreement, Media Plus will respond to service related incidents and/or requests submitted by the Customer within the following time frames:
l Email Support: cs@media-plus.asia
l Monitored 9:00AM to 6:00 PM. Monday-Friday, excluding HK public holidays. (Special agreements
and premium support provided to Enterprise clients will be provided with annual
service subscription fee.)
l Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day
Effective support of in-scope services is a result of maintaining consistent service levels. Service Requests can be submitted by the following Severity:
l Non-urgent (should be used for most support requests)
n Non-urgent issues, such as general questions, routine requests for assistance, inquiries, and suggestions. Also use this severity level to report bugs or errors in our documentation that aren’t negatively affecting your use of Loyalty Voucher Platform.
l Severity 3
n Service Component operating with minor issues that can be addressed with a work-around
l Severity 2
n Issues affecting Customer’s production systems: service access, data access or data entry is impaired on a limited basis due to a Service Component failure or fault
n Issues affecting Customer’s non-production systems (e.g. development, quality assurance, and staging systems) due to: (a) Service Component down, completely unavailable, or operating in materially degraded state, or (b) Service Component access, data access or data entry materially impaired on more than a limited basis due to a Service Component failure or fault
l Severity 1
n Issues that severely or completely hinder the access to or usage of your production platform
4.
Limitations
This Service Level Agreement does not apply to any of the following performance or availability issues:
l The unavailability is due to scheduled maintenance, provided we notify you at least 48 hours in advance;
l You are in breach of any of the terms of your contract with us (including your payment obligations to us), or the unavailability is otherwise due to your actions;
l Due to factors outside our reasonable control (for example, natural disaster, war, acts of terrorism, riots, government action, or a network or device failure external to our data centers, including at your site or between your site and our data center);
l Resulting from the use of services, hardware, or software not provided by us, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services; or
l Resulting from your unauthorized action or lack of action when required, or from your employees, agents, contractors, or vendors, or anyone gaining access to our network by means of your passwords or equipment, or otherwise resulting from your failure to follow appropriate security practices;