Please contact us using the following contact information if you have any questions
Email: support@pentiumnetwork.com
Telegram ID: @mavis_support
LINE ID: mavis_support
Service time: Monday - Friday, 10:00 - 18:00 (GMT+08:00)
Mavis Service Level Agreement (SLA)
Content of Service Level Agreement
Pursuant to the agreement period of providing Mavis Hybrid Cloud IT Governance and Audit Tool services to the customer, hereinafter referred to as "the Service," by Pentium Network Technology Co., Ltd., the following service measurement benchmarks are provided:
| Service Level Agreement (SLA) | |
| System Availability |
The Service guarantees a service availability of at least 99% per month.
Exclusion Clause: The SLA does not apply to situations where the system becomes unavailable due to underlying hardware, firmware, power supply, network issues, or human operational errors. |
| Customer Service Support Period |
Monday - Friday 10:00 - 18:00 (GMT+8:00) |
| Service Interruption Compensation | In the event of a system service interruption that prevents the customer from using the service for 12 hours or more, the usage period will be extended by multiplying the duration of the unavailability by two and compensating the customer accordingly. |
| Incident Response Time |
For Level-1 issues (system service interruption), a response will be provided within 3 hours. For Level-2 issues (minor functional anomalies that do not affect the main service process), a response will be provided within 12 hours. For Level-3 issues (non-functional error messages or general inquiries that do not affect functionality), a response will be provided within 24 hours. |