This Service Level Agreement (“SLA”) describes certain performance and security components regarding the service provided by Mind Master Solutions Pte Ltd (“Mind Master”). This SLA applies to you (the “Customer”) if you have subscribed to iTaps, and your account is current with Mind Master.
Mind Master may amend this SLA from time to time, in which case the new SLA will supersede prior versions. Mind Master may notify you via the site or your account no less than ten (10) days prior to the effective date of such amendment and your continued use of the services following the effective date of such amendment may be relied upon by Mind Master as your consent to any such amendment.
iTaps is a hosted integrated cloud Human Resource Management System that is accessible via the internet. Maintenance includes helpdesk support, software updates and hosting on cloud.
Customers can expect support for the service to be available during business hours in Singapore.
Business hours: Monday – Friday, 9 a.m. to 6 p.m.
Support for the service will not be available on weekends or on public holidays in Singapore.
The point of contact for users will be through the helpdesk.
Phone: 6250 5623
Service agents will support via phone, email, remote (TeamViewer QuickSupport) and iTaps support access.
If all service agents are unavailable, an effort to return all messages (with a telephone call or email) within 8 hours (on a working day) will be made. More than 99 percent of all Service Desk contacts will be handled within 8 hours (on a working day) of receipt of message.
Software patches will be done by Mind Master at server. Patches will cover updates on related statutory changes and Singapore public holiday calendar.
iTaps shall be operational at least 99% of the time over 12 months rolling period from the Customer’s start date pursuant to the contract with Mind Master on the usage of iTaps.
Scheduled Uptime = (Total Time (24/7)) – (Scheduled Maintenance Windows)
% Availability = (Scheduled Uptime – Unplanned Downtime) / Scheduled Uptime
Unplanned downtime is defined as the time when the fault is reported to Mind Master to the time the application services are restored. Planned downtime refers to scheduled maintenance activities causing application service outages and should not be a factor in measuring service availability.
Mind Master deploys multiple servers and some of them act as the backup servers should the main servers fail. It shall not constitute a downtime as long as the application services are accessible by the Customer, even though some of the servers may have failed.
Strong passwords must be used to access iTaps. This will be enforced through user password control on iTaps. Strong passwords are defined as having more than six characters, not matching standard “dictionary” definitions, and having at least 1 capital letters, 1 number and 1 symbol.
Full backup of the data on iTaps will be done by Mind Master daily between 12am to 5am Singapore time. In the event of system failure, Mind Master will restore the latest available and working instance of the backup.
Customer should also perform their own data backup through the export function within iTaps to excel or PDF.
For purposes of this SLA, the Customer must immediately contact iTaps to report each occurrence of alleged Downtime, in order for an occurrence to be treated as Downtime.
Mind Master will use commercially reasonably good faith efforts to establish the cause of any alleged Downtime. If Mind Master determines that iTaps service is in fact unavailable as defined herein, the event will be considered as iTaps service outage time (“Service Outage”).
In the event of an outage caused by force majeure, Mind Master will use commercially reasonable efforts to restore iTaps service availability. Fortuitous events and force majeure are defined as events beyond Mind Master’s reasonable control including, but not be limited to, fire, flood, explosion, war, strike, embargo, Government requirement or act, acts of civil or military authority, acts of God and inability to obtain necessary raw materials or supplies.
If Mind Master fails to meet the service availability, subject to the provisions of this agreement, Mind Master shall provide a credit to the customer (“Service Credit”), which shall be deducted from the customer’s renewal charges for the customer’s subscription, and without prejudice to the Customer’s contractual rights to terminate the Terms of Service, shall be the Customer’s sole and exclusive remedy for Mind Master’s failure to satisfy the service availability of this SLA.
Service Credit shall be based on the following table:
%Availability not less than 99% for 12 months’ period.
|From||To||Service Credit (% of the Renewal Charge)|
The Customer must contact Mind Master in writing to request for Service Credit within 15 days of Mind Master’s failure to satisfy the service availability of the SLA. Any Service Credit determined to be due from Mind Master shall be deducted from the customer’s renewal charges.
Service Credits are not refundable and can be used only towards billing charges for renewal of the customer’s subscription.
The Customer shall not be entitled to Service Credits unless the Customer has paid Mind Master all amounts due and is otherwise in full compliance with its corresponding Terms of Service with Mind Master. Mind Master reserves the right to offset any Service Credits owed to the Customer against any amounts owed by the Customer to Mind Master.
Downtime shall not be deemed to occur and calculation of Service Outage shall not include any unavailability caused by or associated with, in whole or in part, any of the following events:
Except as set forth in this SLA, Mind Master makes no claims or warranties regarding Service Availability. Specific terms of this SLA may be adjusted on a case-to-case basis in accordance with the relevant Terms of Service for certain Customers. This SLA shall thus be interpreted in accordance with and is made expressly subject to the provisions of the relevant Terms of Service. In case of inconsistency between the terms of this SLA and the Terms of Service, the relevant provisions of the Terms of Service shall prevail over this SLA. This SLA shall in no way be interpreted to amend or modify the provisions of the Terms of Service.