icompucare

Support and Maintenance  SLA

1. Coverage 

Support Type
Support Item
Availability (GMT +8)
Description
Contact Info
Telephone
Landline Support
0830 – 17300 Monday – Friday
Telephone Based Technical Support
03-90782501 Press 2 for Support
Emergency Mobile Support
24/7/365
Call & Mobile SMS
016-2622418(Ops Manager) 
016-2622409 (Gen Manager)
Electronic
Mail Support
0830 – 1730 Monday – Saturday
Web-based Technical Support, Helpdesk Ticketing System and Chat Support
support@icompucare.my  https://ticket.icompcuare.com
Remote Support
0830 – 1730 Monday – Friday except Public Holiday and VXS NOC scheduled maintenance
Remote monitoring and managing client equipment
support@icompucare.my
After-hours Remote Support
1701-2100  Monday - Saturday
After-hours remote support on business days upon requirement
support@icompucare.my
Emergency Remote Support
2101-0759  Monday – Friday  0001 – 2359  Saturday, Sunday, Public Holiday
Emergency support 24/7 upon requirement
Support@icompucare.my
Onsite
Onsite Support
0800 – 1700 Monday – Friday
1.Preventive Maintenance
2.Onsite support visit upon requirement As per Schedule A
3.Notice & Service Request Form to be fax or email in at prior 3 hours if service exceed 10 times and chargeable amount will be imposed. (refer table additional request)
Phone: 03-90782501  
Press 2 for Support   Fax: 03-90782504
After-hours Onsite Support
1731-2100  Monday - Friday
1.After-hours support on business days upon requirement 
2.Notice & Service request form to be fax or email in at prior 3 hours and chargeable amount will be imposed. (refer table additional request)
016-2622418  Fax: 03-90782504
Emergency Onsite Support
2101-0759 
Monday – Friday 
0001 – 2359 
Saturday, Sunday, Public Holiday
1.Emergency support 24/7 upon requirement
2.Chargeable amount will be imposed after recover disaster status. (Critical dependency)
016-2622409( GM) cs@icompucare.my
Sales Account/Technical Representative
0830 – 1730 Monday – Saturday
Onsite Customer event planning assistance, delivery and consultancy works
03-90782501 Press1 
0162622418 
sales@icompucare.my

Table 1: Support Coverage 

Description
Charges
Service request outside office hours  (Monday to Friday)
RM 200 per hour with minimum 2 Hours
Service request or emergency overtime on Saturday or Sunday or gazette public holiday
RM 250 per hour with minimum 2 Hours

Additional Service Request  

There are three means of support; telephone, electronic and onsite. Telephone support covers fixed landline and mobile access to the Service Provider support and helpdesk. Electronic support covers both support request through email and online remote support during and after business hours as well as emergency. Onsite support provides during, after business hours, emergency support and Sales Account/Technical Representative presents.  Table 1 shows the coverage for each support item and their availability time.  

The Service Provider is to absorb all necessary troubleshooting options through online remote support unless onsite support is necessary. Onsite support will be attended based on qualified and certified engineer availability but within the stipulated response and resolution time. All services qualifying under these conditions, as well as services that fall outside this scope will fall under the provisions of Appendix B. Hardware costs of any kind are not covered under the terms of this Agreement.  

  • Service outside Normal Working Hours 

    After-hours services are performed at the hours of 5:31pm – 9:00pm Monday through Friday, excluding public holidays. Emergency services are performed after the after-hours support from 9:01pm – 7:59am Monday – Friday, and whole day Saturday and Sunday. 

  • Service Calls Where No Trouble is found 

    If the Client requests onsite service and no problem is found or reproduced, the Client shall be billed at the current applicable rates as indicated in Appendix B. 

  • Limitation of Liability 

    In no event shall the Service Provider be held liable for indirect, special, incidental or consequential damages arising out of service provided hereunder, including but not limited to loss of profits or revenue, loss of use of equipment, lost data, costs of substitute equipment, or other costs. 

2. Response and Resolution Time 

The following table shows the targets of response and resolution times for each priority level: 

Trouble
Priority
Response time (in hours)
Resolution time (in hours)
Escalation threshold (in hours)
Service not available (all users and functions unavailable, hardware or software crash)
1
Within 30 minutes
ASAP – Best Effort  Mostly Onsite Support and minimal Remote support
1 hour
Managed Services Status showing Failed, Services not reporting to Central server (NOC), hardware and software showing symptom to crash
2
Within 1 hour
ASAP – Remote support  & Best Effort Onsite Support if can’t resolve
2 hours
Managed Services Status showing Warning
3
Within 2 hours
ASAP – Best Effort  Mostly Remote support and minimal Onsite support
4 hours
Managed Services Status showing Misconfigured
4
Within 4 hours
ASAP – Best Effort  Remote Support
8 hours
Software Update
3
Within 24 hours
SAP – Best Effort  Mostly Remote Support. Onsite only if required
48 hours
Software and hardware Housekeeping
4
within 48 hours
SAP – Best Effort  Onsite and Remote support
96 hours

3. Support Tiers and Escalation 

  • All support incidents begin in Tier 1, where the initial trouble ticket is created, the issue is identified and clearly documented, and basic hardware/software troubleshooting is initiated remotely.
  • All support incidents that cannot be resolved with Tier 1 Support are escalated to Tier 2, where more complex support on hardware/software issues can be provided by more experienced Engineers remotely and merely onsite.
  • Support Incidents that cannot be resolved by Tier 2 Support are escalated to Tier 3, where onsite support is provided by the most qualified and experienced Engineers who have the ability to collaborate with 3rd Party (Vendor) Support Engineers to resolve the most complex issues.

4. Preventive & Corrective Maintenance Scope
Corrective/Remedial Maintenance Scope 

  • 24/7 Remote monitoring to all required devices with alarm and email support 24.7 to our remote support. 
  • Diagnosing of the equipment problems onsite 
  • Identifying and isolating faulty parts 
  • Resolving equipment problems and restoring equipment to operations 
  • Ensuring critical spare parts are available at all times 

5.Preventive Maintenance 

Preventative Maintenance services will be performed once a month. The following are the preventive tasks that will be carried out: 

  • Windows Service Management 
  • Device Drivers and firmware update 
  • Software security patching 
  • Virus Definition update and monitoring 
  • Backup and Restore management 
  • Data Replication Management and Monitoring 
  • Backup and restore management 
  • System Recovery 
  • Hardware failure or pre-failure identification 
  • File and Directory Security 
  • Storage Capacity Planning 
  • Network connectivity issue 
  • Software conflict and corruption 
  • Virus and spyware scanning and removal 
  • Hardware failure 
  • Backup and Replication issue 
  • Backup and restore Procedures 
  • Disaster and Recovery Procedures 
  • Inventory on Server hardware and software 
  • Server and System Configuration 
  • Administration Guideline 
  • Service Request Log