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Service Level Agreement

Document Ref. : GW-POL-SLA-V1.0

Effective From : 2023-01-02

Published on 8th Feb 2023

2 minutes read

This Service Level Agreement, henceforth also known as “SLA” is between Greywing (Company) and the client for all services and service levels in connection to Greywing Software-as-a-Service (SAAS), henceforth also known as “Service”.

During the period of the Subscription Term, Company will provide:

  1. Technical support to resolve any errors in the Services, in accordance with the following error resolution schedule. Please see the table below.
SERVICE LEVELDESCRIPTIONRESOLUTION TIME
1Critical issue that warrants public notification and liaison with executive teams
1. The system is in a critical state and is actively impacting a large number of customers
2. Functionality has been severely impaired for a long time, breaking SLA's
3. Customer-data-exposing security vulnerability has been detected
Acknowledgement to stakeholders within 12 business hours; resolution ASAP
1Critical issue that warrants public notification and liaison with executive teams
1. The system is in a critical state and is actively impacting a large number of customers
2. Functionality has been severely impaired for a long time, breaking SLA's
3. Customer-data-exposing security vulnerability has been detected
Acknowledgement to stakeholders within 12 business hours; resolution ASAP
2Critical issue actively impacting ability to use products
1. Crew change functionality is severely impaired
2. Applications are unavailable or experiencing severe performance degradation for most users
3. Any other event to which a Grey-wing employee deems necessary of a response
Acknowledgement during next business day, recommendation for action, if any, within 1 business day
3Stability of minor customer-impacting issues that require immediate attention from service owners
1. Partial loss of functionality, not affecting majority of customers
2. An incident that has the likelihood of becoming a Level 2 if nothing is done
3. No redundancy in a service (failure of 1 of more node will cause a Level 2 or Level 1 incident)
Acknowledgement during next business day, recommendation for action, if any, within 3 business days
4Minor issues requiring action but not affecting customer ability to use the product/system
1. Performance issues (delays, etc)
2. Individual host failure (i.e. one node in a cluster)
3. Delayed job failure (not impacting crew change pipeline)
4. Cron failure (not impacting crew change pipeline)
Acknowledgement during next business day, recommendation for action, if any, within 5 business days
5Cosmetic or minor issues or defects not affecting customers ability to use the product/system
1. Defects not impacting the immediate ability to use the product/system
Acknowledgement during next planning session, recommendation for action

Company will provide Technical Support to Clients via electronic mail on Mondays to Fridays during the hours of 9:00 am through 5:00 pm Singapore time, with the exclusion of Public Holidays (“Support Hours”). If the solution is temporary, Company will continue to work on the issue until a permanent solution is found.

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  • Address
  • Greywing Pte Ltd.
    7 TEMASEK BOULEVARD
    #12-07 SUNTEC TOWER ONE
    SINGAPORE 038987