SLA

Last update: 10th May 2019

1. Introduction

This document is indicative of the scope, terms of support, exclusions, release, and deploymet schedule that will be applicable to all customers who have subscribed for MAQSU Services.

Since we are improving our services to improve our customer experience, this support agreement is only indicative and is subject to change.

This document covers the scope, inclusions, exclusions, categorization, resolution details of what is covered under MAQSU’s standard support contract.

2. High Availability (Uptime - 99.9%)

Customer databases are hosted in the closest region (Singapore) on Digitalocean.com, each customer database is replicated in real-time on redundant storage located in the same data center. So we can guarantee 99.9% uptime on a monthly basis (excluding planned maintenance) and this corresponds to a maximum unplanned downtime of 45 min/month.

We usually deliver much better uptime than this (100% most months), as our providers always deliver a much better uptime than their SLA too.

3. Backups & Disaster Recovery

14 full backups for at least 3 months: 1 per day for 7 days, 1 per week for 4 weeks, 1 per month for 3 months.

For a permanent disaster impacting one server, you can lose less than 2 hours of work if the data cannot be recovered and we need to restore the backup.

For a permanent disaster impacting entire data center, you can lose less than 24 hours of work if the data cannot be recovered and we need to restore the backup in a different data center.

4. Security

The safety of your data is very important to us, and we design our systems and procedures to guarantee it.

You can learn more about it on our Security page. Here are some highlights:

  • SSL – All web connections to client instances are protected with 256-bit SSL encryption (HTTPS with a 2048-bit modulus SSL certificate), and running behind Grade A SSL stacks. All our certificates chains are using SHA-2 already.
  • Reliable Platform – Servers with full hardware guarantee, redundant data storage, network and electrical supplies
  • Passwords – Customer passwords are protected with industry-standard PBKDF2+SHA512 encryption (salted + stretched for thousands of rounds)
  • Safe Systems – Our servers are running recent Linux distribution with up-to-date security patches, with firewall and intrusion counter-measures (not disclosed for obvious reasons)
  • Isolation – Client data stored in dedicated databases – no sharing of data between clients, no access possible from one database to another

5. Service Levels

Support Scope:

  • Bug fix
  • Data fix
  • Functional support
  • Upgrade Support

Support Exclusions:

  • Data Entry
  • Custom Script
  • Print Format
  • Data Import
  • Manual Data sanitization
  • User Management
  • Permission Management

Support Hours:

  • Business Hour from 8:30 AM to 17:50 PM – Local Standard Time (Monday to Saturday).
  • Calls or Emails received outside of these hours or weekend will be collected and we will try to ensure solving the issue the same or next business day.

Support Levels:

  • Critical: A problem that severely impacts your use of the software or service completely is down.
  • High: A problem where the software is functioning.
  • Medium: A problem that involves partial, non-critical loss of use of the software
  • Low: A general usage question, reporting of a documentation error, or recommendation.

Support Response Times:

  • Critical: Less than 4 Hours
  • High: Less than 4 hours
  • Medium: Less than 4 hours
  • Low: Less than 8 hours

Support Resolution Times:

  • Critical: Less than 4 Hours
  • High: Less than 12 hours
  • Medium: Less than 18 hours
  • Low: Less than 24 hours

Note: Fixing the bug or security or upgrades will based on schedule of R&D Team, normally we deploy periodically every fourth week of the month.

6. Hotline

To report an Issue, Users should send an email to support@maqsu.com.