AISAY, GovTech Document Analysis Combined Service Level Agreement
This Service Level Agreement (SLA) is between Government Technology Agency (GovTech) and the client for all services and service levels in connection to AISAY.
During the period of the Subscription Term, GovTech will provide:
- System Availability of at least 95% availability for the Services, exclusive of scheduled maintenance downtime.
- Technical support to provide reasonable recovery measures and update on service status within 1 business day.
- Where further resolution is needed, technical support will continue to work on the issue to provide a solution in respect of the relevant error, in accordance with the following error resolution schedule:
| Severity Level | Description | Resolution Time** |
|---|---|---|
| 1 |
Error prevents use of all Services |
1 to 3 business days |
| 2 |
Error disabling major functions of the Services |
4 to 6 business days |
| 3 |
Error disables minor functions |
Subject to GovTech’s reasonable discretion |
*Classification of the severity levels is subject to GovTech’s reasonable discretion. Technical support hours are Mondays to Fridays 9.00 am to 5.30 pm except public holidays. Requests after 1730 Hrs shall be noted but only responded to by the next working day.
