Type of Subscription
See commitment below
Included Support
See commitment below
Support SLA
As per Macrokiosk's Service Level Commitment Docs,
Service Availability. we will use our commercially best efforts to ensure that our Services will be available for 42,768 minutes a month (based on 30 days in a month) equivalent to a percentage availability of 99% in a month (“Service Availability”), where such Service Availability is measured within our infrastructure.
Support Severity
Level of Severity | Definition |
Severity 1 | i. Whole of, or a critical part of, the platform unusable, causing immediate and significant business impact. ii. A large number of users are not able to access the platform and Services. The access required is deemed urgent and demands immediate attention, or it is strictly business critical. |
Severity 2 | i. A significant, but not immediate critical, part of the platform unusable, creating some business impact. ii. Some users are unable to access offerings of the Services where there is strictly no other alternative method available.
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Severity 3 | i. Disruption of a single element of the platform. ii. One or more users are unable to access the Services. Workaround and alternatives are available
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Severity 4 | i. Non-urgent and cosmetic problem, causing inconvenience only. Workaround and alternatives are available
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Support Resolution Time
Fault Management & Resolution Time. We will manage and resolve any faults on our platforms within the time frames set out hereunder (“Resolution Time”).
*Stage/Priority | Severity 1 | Severity 2 | Severity 3 | Severity 4 |
Fault Reception/Initial investigation
| Within 1 hour | Within 1 hour | Within 5 hours | Within 9 hours |
Service Restoration
| within 5 hours | Within 10 hours | Within 48 hours | Within 6 working days |
Hardware Restoration *upon the soonest availability of a replacement | *3 working days | *6 working day | *7 working days | *9 working days |
Support Vendor Documentation
Support Contact - Points of Escalation
Contacts and Points of Escalation. Upon fault reporting, the fault cases will be escalated within our team according to the levels of escalation. If You wish to escalate, you must first open a ticket with the Technical Support Engineers which will be used as the case reference number. The following are the contacts:
Level of Escalation | Contacts |
Initial Fault Reporting | Technical Support Engineers Email: techsupport@macrokiosk.com Tel: +603 – 2163 2100 |
1st Level Escalation | Mr. Wong Hon Yau Senior Manager, Support Operations Email: honyau@macrokiosk.com |
2nd Level Escalation | Account Manager |
3rd Level Escalation | Chief Information Officer / Chief Technology Officer |
Is access to Customer Success Manager available?
n/a
Is there a designated technical contact at Safibank?
n/a