Support
Service Levels and Support Hours
Maid Agency Management System is cloud-based, customers can connect to them via any supported web browser. Kenwyn Accounting and IT Services Pte. Ltd. is fully responsible for the availability of the services.
This topic contains the following information:
- Hours of service operation
- Service level availability
- Technical support response targets
- Incident severity-level descriptions
Hours of Service Operation
The MAID AGENCY SOFTWARE SaaS Operations team provides operation and management of the MAID AGENCY SOFTWARE services 24 hours a day, 7 days a week.
Service Level Availability
All MAID AGENCY SOFTWARE services carry a 99.5% service availability commitment for production environments. For more information, see the MAID AGENCY Availability Policy.
Technical Support Response Targets
Important
MAID AGENCY Singapore holidays are published at https://MaidagencySoftware.com/support
In the following table, "local business hours" refers to the time zone applicable to the location listed in the customer contract.
| Severity | Schedule |
|---|---|
| S1A (Critical) | 24 hours a day, 7 days a week (including published holidays) |
| S1 (Critical) | 24 hours a day, 7 days a week (including published holidays) |
| S2 (High) | Local business hours: 7:00 AM to 7:00 PM, Monday to Friday (excluding published holidays) |
| S3 (Medium) | Local business hours: 7:00 AM to 7:00 PM, Monday to Friday (excluding published holidays) |
| S4 (Low) | Local business hours: 7:00 AM to 7:00 PM, Monday to Friday (excluding published holidays) |
Service credits are not provided for missed response targets.
Important
Customers will be updated on the status of any S1A issue every 30 minutes by the MAID AGENCY SOFTWARE Support team until the issue is resolved or downgraded.
Incident Severity-Level Descriptions
| Severity Level | Severity Criteria |
|---|---|
| 1A | SaaS Only - Production instance is unavailable. Customers should check status.maidagencysoftware.com for the latest updates on active outages prior to opening a ticket. |
| 1 | Critical Impact to production and non-production environment, primary business service, large number of users experience critical loss of function or data integrity at risk. Customer resources should be available to work on a 24x7 basis with MAID AGENCY SOFTWARE to resolve the issue. |
| 2 | Significant Impact to business service or system performance affecting production systems or normal operations for multiple groups of users. |
| 3 | Limited Impact to the business service, localized to a specific service, application, or group of users. A workaround may be available to circumvent. |
| 4 | No service impact, Non-critical issues, or general questions. |