SERVICE LEVEL AGREEMENT (SLA)
This SLA forms part of the QUASR+ Terms of Service.
Last updated: 3 January 2026
- SERVICE AVAILABILITY
1.1 Uptime Commitment
Our infrastructure is continuously monitored to detect and address any issues proactively.Company shall provide 99.5% monthly uptime, excluding:
- Scheduled maintenance
- Force majeure events
- Customer-caused outages
1.2 Scheduled Maintenance
Where reasonably practicable, maintenance will be conducted outside Singapore business hours with advance notice.Our team works to ensure that maintenance activities are conducted with minimal impact on service availability.
- SUPPORT SERVICES
2.1 Support Hours
Standard Support:
- Monday–Friday, 9:00am–6:00pm
- Excluding public holidays
- INCIDENT SEVERITY & RESPONSE
Severity | Description | Response Time | Target Resolution |
P1 | Service unavailable | ≤ 1 hour | ≤ 8 hours |
P2 | Critical functionality impaired | ≤ 4 hours | ≤ 2 business days |
P3 | Non-critical impairment | ≤ 1 business day | ≤ 5 business days |
P4 | General request | ≤ 2 business days | As scheduled |
- SERVICE CREDITS
Monthly Uptime | Service Credit |
< 99.5% | 5% of monthly fee |
< 99.0% | 10% of monthly fee |
< 98.0% | 20% of monthly fee |
- Credits apply to future invoices only
- Claims must be made within 30 days
- Only credits will be issued; monetary refunds are not available.
- Users must submit a request for service credits within a specific timeframe following the disruption
Eligibility:
- Service was unexpectedly unavailable and not part of a planned maintenance event.
- Downtime exceeded the allowable limits defined in our SLA agreement.
- The issue was caused by QUASR+ systems, not external factors, such as user-side misconfigurations or third-party website restrictions.
- DATA BACKUP & DISASTER RECOVERY
- Daily backups
- Disaster recovery procedures tested periodically
- RTO: upto 4 hours
- RPO: upto 15minutes
- SLA EXCLUSIONS
SLA does not apply to:
- Customer configuration errors
- Third-party connectivity failures
- Beta or pilot features
- CHANGES TO SLA
Company may update this SLA with prior notice, provided no material reduction applies during an active Subscription Term.