Support Policy (SLA)

This Service Level Agreement (“SLA”) describes the support scope, service levels, and responsibilities applicable to services provided by Synorex Sdn. Bhd. (“Synorex”, “we”, “us”, or “our”). This SLA forms part of and is incorporated into the Terms of Service.

1. Support Channels

Support is provided through the following channels:

• Email support (preferred)
• WhatsApp support
• In-application support or messaging tools (if available)
• Direct phone or messaging support may be limited or available only under specific plans or agreements.

2. Support Hours

Standard support hours are:

• Monday to Friday
• 9:00 AM – 6:00 PM (Malaysia Time)
• Excluding public holidays
• Support requests submitted outside support hours will be handled on the next business day unless classified as critical.

3. Response Time Targets

Response time refers to the time taken to acknowledge a support request, not resolution time.

4. Severity Levels

Support requests are categorized as follows:

Critical: Complete system outage or major functionality unavailable for all users

High: Core functionality significantly impacted with no reasonable workaround

Normal: Partial functionality issues or non-critical errors

Low: General questions, cosmetic issues, or feature inquiries

Severity classification is determined by Synorex.

5. What Support Includes

Support includes:

• Assistance with system availability issues
• Troubleshooting platform-related errors
• Clarification of existing features and documented functions
• Bug verification and escalation to technical teams if applicable

6. What Support Does NOT Include

Support does not include:

• Custom development or feature enhancements
• Data entry, data correction, or historical data reconstruction
• Training beyond basic guidance
• Third-party software, hardware, or network issues
• Issues caused by user misuse, unauthorized changes, or external integrations
• Such services may be offered separately under a paid agreement.

7. Planned Maintenance

Planned maintenance may be conducted periodically to improve performance, security, or functionality.

• Advance notice will be provided where reasonably possible
• Temporary service interruptions may occur during maintenance windows

8. Unplanned Outage Handling

In the event of an unplanned outage:

• Synorex will investigate and work to restore service as soon as reasonably possible
• Status updates may be provided through official communication channels
• Resolution time may vary depending on issue complexity and external dependencies

9. Customer Responsibilities

Customers are responsible for:

• Maintaining accurate account and contact information
• Ensuring internal users are properly trained
• Providing clear and sufficient information when submitting support requests
• Complying with system usage guidelines and policies
• Delays caused by incomplete information may impact resolution time.

10. Escalation Path

If a support issue is not resolved satisfactorily:

• Customers may request escalation through the support ticket system
• Escalated cases will be reviewed by senior support or technical personnel
• Escalation does not guarantee immediate resolution

11. Contact Information

For support-related inquiries, please contact: hi@synorex.group