This Service Level Agreement ("SLA" or "Agreement") between the service provider, Access Digital, and the Customer is for the provision of IT Service, and applies to Access Digital software subscriptions. The Agreement remains valid until superseded by a revised version and outlines the parameters for the IT services covered.
1. The Objectives
This Agreement aims to provide a clear reference regarding service ownership, accountability, and responsibilities, and to align perceptions of expected service with the actual support delivered.
2. Effective Period
This Agreement is deemed valid from the effective date throughout the subscription period of the Access Digital software subscribed by the Customer, with the subscription fees confirmed paid to Access Digital.
3. Support Terms
Access Digital support operating hours (UTC +8):
- Monday–Friday: 9:00 AM – 10:00 PM
- Saturday–Sunday: 12:00 PM – 8:00 PM
4. Service Availability (Uptime)
Access Digital's Service Availability commitment for a given calendar year is 99%. Availability is calculated as:
(Total − Unplanned Outage − Planned Maintenance) ÷ (Total − Planned Maintenance) × 100%.
Planned maintenance includes four hours weekly (Saturday 2:00 AM UTC +8), four hours monthly (Saturday 6:00 AM UTC +8), and four hours quarterly (Saturday 10:00 AM UTC +8). Access Digital provides fourteen days' notice for scheduling changes. Maintenance exceeding the allocated time counts as unplanned outage; unused maintenance time provides no credit offset.
5. Feature Release and Service Update Process
Periodically, Access Digital introduces new features in the Service with enhanced functionality across its applications. Features become available through major Feature Releases (approximately six annually) or weekly Service Updates. Access Digital may adjust the release frequency at its discretion.
6. Case Submittal and Reporting
Customers submit cases via the methods in Section 9, receiving a unique case number. Access Digital will respond to each case per this SLA and will work diligently toward resolving the issue, taking into consideration its severity and impact on the Customer's business operations. Resolution may include fixes, workarounds, information delivery, or other reasonable solutions.
7. Service Management
Tier 1 Support (Customer Care and Operations)
- Non-system issues and general inquiries about product configuration and functionality.
- Response commitment: within twenty-four hours during support operating hours.
- Customers must respond to Access Digital information requests promptly.
- Escalation available upon request.
Tier 2 Support
- Issues delaying non-critical business processes; workarounds exist.
- Response commitment: within six hours during support operating hours.
- Access Digital adds issue fixes to the development queue; suggests workarounds pending future updates.
- Customers must respond promptly and implement recommended solutions.
- Escalation available upon request.
Tier 3 Support
- Issues preventing critical business processes with significant impact; suboptimal workarounds exist.
- Response commitment: within four hours during support operating hours.
- Access Digital works until service returns to regular operation; provides status notifications.
- Access Digital adds fixes to the development queue; suggests workarounds pending updates.
- Escalated problems receive higher priority than ongoing initiatives.
- Customers must respond immediately, implement solutions promptly, and remain accessible.
8. Service Measurement
- Tier 1: SLA Performance = response / resolution within 24 hours; Breach = after 24 hours.
- Tier 2: SLA Performance = response / resolution within 6 hours; Breach = after 6 hours or no resolution timeline in 7 days.
- Tier 3: SLA Performance = response / resolution within 4 hours; Breach = after 4 hours or no resolution timeline in 1 day.
- Uptime: Breach = Service Availability below 99%.
9. Service Reachability
Support methods include:
- Email: parksupport@accessdigital.com.my
- Live Chat: available at the bottom right of the web application or website.
- Remote support session (scheduled).
- Self-service online guidance: customer-appointed administrator access.
10. Service Reporting
Customers documenting SLA breaches should email proof to parksupport@accessdigital.com.my to claim Service Level Credits.
11. Service Level Credits
Access Digital applies Service Level Credits to paid customers only. Each confirmed reported breach (excluding uptime) receives a USD 2 credit; uptime breaches receive 10% of the total paid subscription amount per payment cycle. Credits offset the next subscription payment.
12. Changes to SLA
This SLA is a living document and might be revised from time to time to improve Access Digital support quality. Access Digital will publish the updated SLA and notify Customers by email.
Last Updated: July 14, 2026