Service Level Agreement (SLA)

Effective starting: May 1st2021

Overview

This Agreement represents a Service Level Agreement ("SLA" or "Agreement") between MY Scorecard and our User for the provisioning of IT services required to support and sustain the product or service. This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.
This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.
The following Terms and Service Agreement apply to your use of any website of MY Scorecard’s services and/or related services. Such terms should be read in conjunction with our PRIVACY POLICY. By using this website, you agree to comply with these Terms of Service. Please read them carefully before using this website and/or related services. If you do not agree with these terms then please do not use the website and/or related services.
By installing, registering, and/or using MY Scorecard’s services, the user is deemed to have read, understood, and agreed to all the provisions in this Technical Support without exception, including but not limited to updates, additions, and/or changes that from time to time may be done by MY Scorecard’s support system. This Technical Support is a form of agreement outlined in a valid agreement between the user and MY Scorecard. If the user does not agree to any part or all of the provisions in this technical support, then the user is not allowed to use
MY Scorecard’s services.

Goal and Objective

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the User by our services.
The goal of this Agreement is to obtain a mutual agreement for IT service provision between the MY Scorecard and User.
The objectives of this Agreement are to:
  • Provide clear reference to service ownership, accountability, roles, and/or responsibilities.
  • Present a clear, concise, and measurable description of service provision to the user.
  • Match perceptions of expected service provision with actual service support & delivery.

What these terms cover

  • Definition
      There are nine part of generally our term definition, read carefully below :
    1. MY Scorecard, is Monster Group Indonesia in collaboration with Samahita Wirotama Present to you MY Scorecard.
    2. User, is a party that installs, registers, and/or user MY Scorecard’s services.
    3. Samahita Wirotama, is a strategic and HR Management Consulting Company that focuses on providing workshops and training to equip Top and Line Management as well as HR with the necessary skills.
    4. Supporting Devices, is a device and/or infrastructure needed for MY Scorecard system to work, including but not limited to :
      1. Server.
      2. Computer Hardware.
      3. Application.
      4. Website.
      5. Dashboard.
      6. Network.
      7. Other devices considered by MY Scorecard’s services as Support Tools.
    5. Incident, is an event or condition where there is a disruption to the MY Scorecard’s services, so that the MY Scorecard’s services cannot work optimally as it should.
    6. Technical Support Request, is a form of application submitted by the user to MY Scorecard support to carry out incident handling.
    7. Technical Support Coverage, is the MY Scorecard’s services work area in carrying out incident handling.
    8. Response Time, is the time interval required by MY Scorecard’s services to categorize the type of incident until the confirmation of acceptance or rejection of the Technical Support Request to the user.
    9. Technical Support Implementation Time, is the time interval required by MY Scorecard’s services in carrying out incident handling.

Service Agreement

The following detailed service parameters are the responsibility of the service provider in the ongoing support of this Agreement.
  • Service scope
      The following services are covered by this agreement :
    • Monitored email support.
    • Remote assistance using Remote Desktop and a Virtual Private Network where available (extra costs apply).
    • Manned telephone support (extra costs apply).
    • Planned or Emergency Onsite assistance (extra costs apply).
  • User requirements
      User responsibilities and /or requirements in support of this agreement include :
    • Payment for all support costs at the agreed interval.
    • Reasonable availability of user representatives when resolving a service-related incident or request.
  • Service provider requirements
      Service provider responsibilities and /or requirements in support of this agreement include:
    • Meeting response times associated with service-related incidents.
    • Appropriate notification to User for all scheduled maintenance.
  • Service Assumptions
      Assumptions related to in-scope services and/or components include :
    • Changes to service will be communicated and documented to all stakeholders.

Service Management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services, and related components.
  • Service Availability
    • Telephone support: 9:00 A.M. to 5:00 P.M. GMT+7 Monday – Friday.
    • Email support: Monitored 9:00 A.M. to 5:00 P.M. GMT+7 Monday – Friday.
    • Emails received outside of office hours will be collected, however, no action can be guaranteed until the next working day.
    • Onsite assistance guaranteed within 72 hours during the business week.
  • User Requirements
    In support of services outlined in this Agreement, the Service Provider will respond to service-related incidents and/or requests submitted by the User within the following time frames :
    • 0-12 hours (during business hours) for issues classified as Critical.
    • Within 48 hours for issues classified as Medium Major.
    • Within 5 working days for issues classified as Low Trivial.
    • Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.
Classification Response Time Estimated Time for Handling and Completion
CRITICAL 15 - 150 minutes
(during business hour)		 0-12 hours
MAJOR 48 hours
TRIVIAL 5 days

Type Of Incident

Category Explanation Example
CRITICAL This is an emergency condition that happens when the software is down / unreachable / completely unavailable System cannot work as a whole
MAJOR The reported issue may restrict the use of one feature of the software, but other features can still work properly One of the reports does not produce data
TRIVIAL The reported anomaly in the system doesn’t substantially restrict the use of one or more features of the software Visual display is not smooth

Incident handling procedures

  1. At the time of the incident, the user has the right to submit a Technical Support Request to MY Scorecard, which at least contains the following :
    1. Chronology of incidents in detail, completely and correctly.
    2. The day and time of the incident.
    3. Some screenshots from the incident.
    4. Indication of the cause of the incident.
  2. When the user submits a Technical Support Request, the user is automatically obliged and gives the right to MY Scorecard to be able to access the system used by the user, along with each Supporting Device so that MY Scorecard can carry out incident handling.
  3. The user gives the right to MY Scorecard to at any time appoint a third party (vendor) to carry out incident handling.
  4. Users fully understand that any third applications integrated to MY Scorecard system are not the responsibility of MY Scorecard.
  5. User are obliged to provide every information needed by MY Scorecard in carrying out Technical Support (including but not limited to: Internet network, user access or any required licensing).

Technical support request information

Platform Detail
Email support@my-scorecard.com
Web apps via Live Chat
Android apps via ‘HELP’ menu on homepage
iOS apps via ‘HELP’ menu on homepage

Technical support coverage

Country Coverage
Indonesia Via Remote Access (extra costs apply)

Special provisions

  1. The timing of incident handling begins when has responded to the user to related Incident.
  2. MY Scorecard has the right to set the priority scale of each Technical Support Request that MY Scorecard’s Technical Support receives without exception.
  3. It is possible for the implementation of incident handling to not be carried out if the user does not provide the permissions and access rights needed to carry out the Technical Support to MY Scorecard and/or the parties appointed by MY Scorecard.
  4. Implementation of Technical Support may be carried out on a different day from the day when the Technical Support Request received if it meets the following conditions :
    1. If the user makes a Technical Support Request outside the working day and time.
    2. If the estimated time for handling is deemed insufficient by referring to working days and hours.