Enterprise Service Level Agreement

Effective March 10, 2022

Introduction

Welcome to MeetBit Inc. (“Company”, “we”, “our”, “us”)!

This Enterprise Service Level Agreement (“SLA”, “Service Level Agreement”) outlines our commitment to our clients subscribed under the Enterprise Plan (”you”, “your”) in case our services become temporarily unavailable or do not work in their fullest capacity.

This SLA provides a Help Desk Service where we can be reached for concerns and issues regarding our services. This also outlines our commitment to the length of time required before issues are addressed.

Thank you for your understanding.

Help Desk Service

We shall provide a Help Desk Service for raising support cases during office hours (8am to 5pm, Mondays to Saturdays, except Holidays in GMT+8:00) and adhering to the following Service Level Policies:

Severity

Response Time

Status Reporting

Resolution Time

Within 60 Operational Minutes

Every 6 Hours

Within 24 hours

Within 180 Operational Minutes

Every End-of-Business Day

Within 2 working days

Within 480 Operational Minutes

End of Incident Resolution

Within 5 working days

Severity Level 1

Response Time: Within 60 Operational Minutes

Status Reporting: Every 6 Hours

Resolution Time: Within 24 Hours

Severity Level 2

Response Time: Within 180 Operational Minutes

Status Reporting: Every End-of-Business Day

Resolution Time: Within 2 working days

Severity Level 3

Response Time: Within 480 Operational Minutes

Status Reporting: Every End-of-Business Day

Resolution Time: Within 2 working days

Support cases may be raised through the following channels:

By email: [email protected]
By system: https://forms.meetbit.io/bugs

Definition of Terms

“Incident” means an unplanned disruption or degradation of system or service.
“Application Bug” means an error, flaw, or failure in system caused by a defect in syntax, source code, or logic prior to the Application’s compilation, which causes it to produce an incorrect result. System failures that are directly influenced by an external source may not be considered as an Application Bug.

Definition of Severity Levels

Severity 1 – Business outage or significant customer impact that threatens future productivity. Incidents that affect the system such that required operational objectives cannot be achieved. Examples:

Unable to perform critical business functions and no workaround available to aid in completing the said tasks.
Security breaches, including unauthorized access, virus attack, information leakage, etc.
Results in negative image or adverse impact on you.

Severity 2 – High impact incidents where production is proceeding but in an impaired fashion or with an available temporary workaround. There is a time-sensitive bug affecting long-term productivity but is not causing an immediate work stoppage. Example:

A module or feature in the system cannot be used although other modules or features remain unaffected.

Severity 3 – Incident or bug that has a low productivity impact.

Resolution Times

It must be noted that issues are addressed on a case-to-case basis and may, due to issues outside of our control (technical or otherwise) take more time to resolve than what has been outlined in this agreement.

It is, however, our commitment that whilst issues may not be completely resolved within the timelines provided above, temporary workarounds will be provided for issues with a severity level of 1 or 2 to provide partial or full operational capacity until such time that normal services may continue.

Governing Law

These Terms shall be governed and construed in accordance with the laws of the United States of America without regard to its conflict of law provisions.

Our failure to enforce any right or provision of these Terms will not be considered a waiver of those rights. If any provision of these Terms is held to be invalid or unenforceable by a court, the remaining provisions of these Terms will remain in effect. These Terms constitute the entire agreement between us regarding our Services and supersede and replace any prior agreements we might have had between us regarding our Services.