To All Customer:
To provide even better customer service and comply with our applicable standards, we’re changing and updating our Service Level Agreement (SLA).
This notice describes the changes to SLA. The Changes are beneficial to you and will be in effect on September, 26th 2021 onwards. You can find the link to the updated SLA at: https://www.nipa.cloud/sla/
We will have a new SLA that is more standardized and improves all support and operational services performance that will be measured and executed in a more consistent and professional manner. Here is the summary of changes we’ve made:
The Incident Priority level will change from High, Medium, Low to Critical (Security Incident), High, Medium and Low.
The Service Request Priority Level will change from High, Medium, Low to High, Medium, Low and Planned.
Target response time for all Incident and Service Request levels will change from within 12 hours to within 30 minutes.
Target resolution time for incidents will change from the longest time at 48 hours to 12 hours for Low-level tickets.
Any service requests that are out of our service scope and need a plan and time to execute will be prioritized to ‘Planned’ level.
Other useful information for you to know about our service and support, such as service hours, and contact info.
Nevertheless, we also have to notice that in our new SLA, we have considered reserving the right to close the ticket if the customer does not respond or loss contact with us for a longer period than stated in the Agreement. For instance, customer does not respond to the request for more information we need for the operation, or does not respond and check the result of resolving the incident or request, etc. In these cases, you must contact and resubmit the new ticket if you need additional support and help from the previous ticket.
This SLA Change will apply to all customers.
Thank you for placing your trust in our company.