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JIOVIS DIGITAL

Service Level Agreement​

Contact Us

1. Coverage 

Support Type Support Item Availability (GMT +8) Description Contact Info
Telephone
Landline Support
0830 – 1730 Monday – Friday
Telephone Based Technical Support
03-90782503
Emergency Mobile Support
24/7/365
Call & Mobile SMS
016-2622418 (Ops Manager) mgt@jiovis.com (Gen Manager)
Electronic
Mail Support
0830 – 1730 Monday – Saturday
Web-based Technical Support, Helpdesk Ticketing System and Chat Support
support@jiovis.com https://ticket.jiovis.com
Remote Support
0830 – 1730 Monday – Friday except Public Holiday and VXS NOC scheduled maintenance
Remote monitoring and managing client equipment
support@jiovis.com
After-hours Remote Support
2101-0759 Monday – Friday 0001 – 2359 Saturday, Sunday, Public Holiday
Emergency support 24/7 upon requirement
support@jiovis.com
Onsite
Onsite Support
0800 – 1700 Monday – Friday
1. Preventive Maintenance
2. Onsite support visit upon requirement As per Schedule A
3. Notice & Service Request Form to be fax or email in at prior 3 hours if service exceed 10 times and chargeable amount will be imposed. (refer table additional request)
Phone: 03-90782503 Fax: 03-90782504
After-hours Onsite Support
1731-2100 Monday – Friday
1. After-hours support on business days upon requirement
2. Notice & Service request form to be fax or email in at prior 3 hours and chargeable amount will be imposed. (refer table additional request)
016-2622418 Fax: 03-90782504
Emergency Onsite Support
2101-0759 Monday – Friday 0001 – 2359 Saturday, Sunday, Public Holiday
1. Emergency support 24/7 upon requirement
2. Chargeable amount will be imposed after recover disaster status. (Critical dependency)
mgt@jiovis.com (Gen Manager) support@jiovis.com
Sales Account/Technical Representative
0830 – 1730 Monday – Saturday
Onsite Customer event planning assistance, delivery and consultancy works
03-90782503 016-2622418 sales@jiovis.com
Description Charges
Service request outside office hours (Monday to Friday)
RM 120 per hour with minimum 2 Hours
Service request or emergency overtime on Saturday or Sunday or gazette public holiday
RM 240 per hour with minimum 2 Hours

Table: Additional Service Request (Appendix B)

Support Tiers and Escalation

The Service Provider will respond to the Client’s Trouble Tickets under the provisions of Appendix A, and with best effort after-hours or on holidays. Trouble Tickets must be opened by Client’s designated I.T. Contact Person, by email to our Help Desk, or by phone if email is unavailable. Each call will be assigned a Trouble Ticket number for tracking. Our support tiers and escalation process and workflow is detailed as per table 3 and Appendix A below.

Support Tier Description
Tier 1 Support
All support incidents begin in Tier 1, where the initial trouble ticket is created, the issue is identified and clearly documented, and basic hardware/software troubleshooting is initiated remotely.
Tier 2 Support
All support incidents that cannot be resolved with Tier 1 Support are escalated to Tier 2, where more complex support on hardware/software issues can be provided by more experienced Engineers remotely and merely onsite.
Tier 3 Support
Support Incidents that cannot be resolved by Tier 2 Support are escalated to Tier 3, where onsite support is provided by the most qualified and experienced Engineers who have the ability to collaborate with 3rd Party (Vendor) Support Engineers to resolve the most complex issues.

For any issues on this sla please contact mgt@jiovis.com

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