SaFi Bank Space : Tyk Support Service Level Agreement

Context
Support and SLAs

Context

This document contains parts of the Tyk Support Service Level Agreement signed between Tyk Technologies Pte Ltd ("Tyk") and Neuroncredit Pte. Ltd.

Eﬀective Date	1 July 2022
Support Services Start Date	1 July 2022
Supported Software and/or Services	On Premises Services

Support and SLAs

Current Support plan: Silver 🥈

Neuroncredit is currently subscribed to Tyk Silver Support, which is email support.

Support hours are Weekdays, 8am - 5pm, local time.

Error Type	Response Times	Definition	Examples
SLA1	4 hours (Silver)	Complete failure of any major portion of the application	TYK Gateway unable to restart after failure, in production
SLA2	12 hours (Silver)	Loss of a major function of the application	Unable to generate new API tokens, in production, but existing tokens still work
SLA3	24 hours (Silver)	Loss of a minor function of the application Support to users regarding Tyk Application functionality	Developer portal not rendering documents correctly Query regarding how to secure an API using HMAC

How do we contact support?

Type	URL
Portal (zendesk)	https://support.tyk.io/hc/en-gb

Who can log a ticket in Support Portal?

Name	Email	Team
Gnanasekaran Gajendiran	gnanasekaran.gajendi@advancegroup.com	SRE
BharathKumar D	bharath.dasaraju@advancegroup.com	SRE
Lucky La Torre (Unlicensed)	lucky.latorre@advancegroup.com	SRE

Dedicated Tyk Contact

Name	Email
Wee Sian Goh (Ms)	sian@tyk.io	Account Executive
Rahmat Abdull Latif	rahmat@tyk.io	Technical Concerns