INTRODUCTION
This document outlines the Qiscus Enterprise Support Packages for clients and serves as a comprehensive reference for all service-related expectations, including response times, uptime commitments, and contact protocols. This Service Level Agreement (SLA) is designed to provide a clear and structured framework for support services that aligns with the expectations of enterprise clients. Terms and conditions within this document are reviewed on an annual basis or as required with substantial updates.
DEFINITIONS
- SLA: Service Level Agreement, outlining the commitment of support services between Qiscus and the Client.
- Client: Refers to the organization or individual entering into the support agreement with Qiscus.
- Response Time: The time taken to acknowledge a reported issue.
- Resolution Time: The duration required to resolve a reported issue, depending on its priority level.
- Uptime:The availability duration of Qiscus Chat Service. The total duration will be calculated monthly and can be monitored via https://status.qiscus.com.
ENTERPRISE SUPPORT PACKAGES
| PACKAGES DETAIL | ||
| Packages Description | ||
| Basic Support | Response Time: Best-effort response within two business days for all technical issues from the time of ticket creation.Support Channels: Troubleshooting and installation assistance available exclusively through documentation and the ticketing system.Status Monitoring: Access to real-time updates and incident reporting at status.qiscus.com.Service Uptime: Target 99% uptime on a best-effort basis.Maintenance: Periodic minor updates and routine maintenance.Helpdesk Access: Issue reporting and escalation through our Helpdesk Service at support.qiscus.com.Operating Hours: Support available during weekdays from 09:00 to 17:00 (GMT+7). | INC SMB PACKAGE |
| Premium Support | All Basic Package Features Included: Enjoy all the benefits of the Basic Support Package, including best-effort responses, helpdesk access, and status monitoring.Dedicated Account Manager: A dedicated account manager will be assigned to ensure personalized support and smooth communication.Enhanced Technical Support: Close technical assistance provided during the onboarding and integration phases to ensure successful implementation.Service Level Agreement (SLA): Comprehensive SLA included, detailing response times based on issue priority levels (full details in Annex A) | INC ENTERPRISE PACKAGE |
| 8×7 Dedicated Support | All Premium Features Included: Includes all the benefits of the Premium Support Package, such as detailed response SLAs, Dedicated Account Manager, and optimized support commitment.Extended Operating Hours:Support available 8 hours per day, 7 days a week, including weekends.Operating hours: 09:00 to 17:00 (GMT+7), Monday through Sunday.Customized SLA Annex: Service Level Agreement details are provided in Annex B. | ADD ON IDR 216mil |
| 24×7 Dedicated Support | All Premium Features Included: Retains all the features and advantages of the Premium Support Package, tailored for critical business needs.Unrestricted Availability:Support available 24 hours a day, 7 days a week, including weekends and public holidays.No operational hour limitations; clients receive around-the-clock assistance.Customized SLA Annex: Service Level Agreement details are provided in Annex C. | ADD ON IDR 420mil |
| ADD ONS | ||
| Resolution | Resolution Time SLA:Low Priority: Resolved within 720 hours (30 business days).Normal Priority: Resolved within 312 hours (13 business days).High Priority: Resolved within 72 hours (3 business days).Critical Priority: Resolved within 8 hours.Optimized Support Commitment: Ensures that technical issues are not only addressed promptly but resolved within defined timeframes, aligning with enterprise needs for reliable and continuous operations.Customized SLA Annex: Service Level Agreement details are provided in Annex D. | ADD ON IDR 100mil |
*Updates will be done on an annual basis or as and when there is a substantial update. Clients shall be informed at least 2 days in advance.
ANNEX A: Details of Premium Support
1. RESPONSE STANDARD OPERATING PROCEDURE
For every issue raised, below are the general procedure on the responses/follow-up actions that will be undertaken by Qiscus:
- Report Collection: Qiscus will work with Client to gather the details of the issue(s). Client
is expected to provide complete details, including screenshots/screencasts which will facilitate Qiscus investigation process.
- Internal Analysis: Qiscus will analyze and conduct internal analysis to formulate the best
way(s) to address the issue(s) raised. If there is a need for discussion on the proposed solution, Qiscus team will initiate the discussion with Client to confirm the solution and commercial terms, if any.
- Fix & Solve: Upon confirmation of acceptance from Client, Qiscus will execute the fixing
and update the status of the issues raised.
2. LEVEL OF PRIORITIES
We have four distinct priority levels based on the impact and urgency of the issue.
| Priority Level | Description |
| Low | Questions or minor issues with no immediate business impact. |
| Normal | Moderate loss of functionality impacting multiple users, with a workaround or minor degradation available. |
| High | Significant functionality loss affecting many users; major feature failure with inconvenient or no workaround. |
| Critical | Production system down, mission-critical function not available, emergency situation where users cannot perform essential tasks. |
3. RESPONSE RATES
| Priority Level | Response Time |
| Low | Within 1 business day |
| Normal | Within 4 hours |
| High | Within 2 hours |
| Critical | Within 1 hour |
NOTES:
- Maximum 8 hours resolution time for Critical Issues
- Operating Hours : 09.00 to 17.00hrs (GMT+7) on Weekdays
- Non-Operating Hours : Weekends, Public Holidays and time beyond the weekdays operating hours.
- *Only if issues are raised between 09.00 to 17.00hrs (GMT+7). Otherwise, a response will be given on the next day.
4. CONTACT PERSONS
Below at the contact persons and the corresponding procedures for the reporting of issues:
| TIME (HRS) | POSITION | CONTACT PERSON REMARKS |
| 0.0 – 6.0 | Technical Support | Will be provided for Reporting Problem |
| 6.0 above | Account Manager | Will be provided If there is no response |
5. COMMITTED UPTIME, RESOLUTION TIME AND SERVICE CREDITS
- For every issue raised, the resolution times may differ according to the complexity of the issues.
- However, for Critical issues, Qiscus commits to a Resolution Time of no more than 8 hours.
- For Chat Service, Qiscus commits to an uptime of 99%. The chat feature shall be usable 99% of the time (tracked monthly). Tracking can be done via status.qiscus.com.
- Exclusions:
The SLA does not apply in cases of:
- Scheduled maintenance, which will be communicated in advance.
- Downtime or disruptions caused by third-party services or infrastructure outside of our control.
- Force majeure events such as natural disasters, acts of war, or major national disruptions.
ANNEX B: Details of 8×7 Dedicated Support
1. RESPONSE STANDARD OPERATING PROCEDURE
For every issue raised, below are the general procedure on the responses/follow-up actions that will be undertaken by Qiscus:
- Report Collection: Qiscus will work with the client to gather the details of the issue(s).
Client is expected to provide complete details, including screenshots/screencasts which will facilitate Qiscus investigation process.
- Internal Analysis: Qiscus will analyze and conduct internal analysis to formulate the best
way(s) to address the issue(s) raised. If there is a need for discussion on the proposed solution, Qiscus team will initiate the discussion with Client to confirm the solution and commercial terms, if any.
- Fix & Solve: Upon confirmation of acceptance from Client, Qiscus will execute the fixing
and update the status of the issues raised.
2. LEVEL OF PRIORITIES
We have four distinct priority levels based on the impact and urgency of the issue.
| Priority Level | Description |
| Low | Questions or minor issues with no immediate business impact. |
| Normal | Moderate loss of functionality impacting multiple users, with a workaround or minor degradation available. |
| High | Significant functionality loss affecting many users; major feature failure with inconvenient or no workaround. |
| Critical | Production system outage or critical function failure; essential tasks cannot be performed, creating an emergency situation. |
3. RESPONSE RATES
| Priority Level | Response Time |
| Low | Within 1 business day |
| Normal | Within 4 hours |
| High | Within 2 hours |
| Critical | Within 1 hour |
NOTES:
- Operating Hours : 09.00 to 17.00hrs (GMT+7)
- **Only if issues are raised between 09.00 to 17.00hrs (GMT+7). Otherwise, a response will be given on the next day.
4. CONTACT PERSONS
Below at the contact persons and the corresponding procedures for the reporting of issues:
| TIME (HRS) | POSITION | CONTACT PERSON | CONTACT PERSON REMARKS |
| 0.0 – 2.0 | Technical Support / Project Manager | Assigned Customer Support Specialist in WhatsApp Channel | Problem Report |
| 2.0 – 3.0 | Account Manager | Assigned Account Manager in WhatsApp Channel | If there is no response |
5. COMMITTED UPTIME
- For every issue raised, the resolution times may differ according to the complexity of the issues.
- However, for Critical issues, Qiscus commits to a Resolution Time of no more than 8 hours.
- For Chat Service, Qiscus commits to an uptime of 99%. The chat feature shall be usable
99% of the time (tracked monthly). Tracking can be done via status.qiscus.com.
6. EXCLUSIONS:
The SLA does not apply in cases of:
- Scheduled maintenance, which will be communicated in advance.
- Downtime or disruptions caused by third-party services or infrastructure outside of our control.
- Force majeure events such as natural disasters, acts of war, or major national disruptions.
ANNEX C: Details of 24×7 Dedicated Support
1. RESPONSE STANDARD OPERATING PROCEDURE
For every issue raised, below are the general procedure on the responses/follow-up actions that will be undertaken by Qiscus:
- Report Collection: Qiscus will work with the client to gather the details of the issue(s).
Client is expected to provide complete details, including screenshots/screencasts which will facilitate Qiscus investigation process.
- Internal Analysis: Qiscus will analyze and conduct internal analysis to formulate the best
way(s) to address the issue(s) raised. If there is a need for discussion on the proposed solution, Qiscus team will initiate the discussion with Client to confirm the solution and commercial terms, if any.
- Fix & Solve: Upon confirmation of acceptance from Client, Qiscus will execute the fixing
and update the status of the issues raised.
2. LEVEL OF PRIORITIES
We have four distinct priority levels based on the impact and urgency of the issue.
| Priority Level | Description |
| Low | Questions or minor issues with no immediate business impact. |
| Normal | Moderate loss of functionality impacting multiple users, with a workaround or minor degradation available. |
| High | Significant functionality loss affecting many users; major feature failure with inconvenient or no workaround. |
| Critical | Production system outage or critical function failure; essential tasks cannot be performed, creating an emergency situation. |
3. RESPONSE RATES
| Priority Level | Response Time |
| Low | Within 1 business day |
| Normal | Within 4 hours |
| High | Within 2 hours |
| Critical | Within 1 hour |
- CONTACT PERSONS
Below at the contact persons and the corresponding procedures for the reporting of issues:
| TIME (HRS) | POSITION | CONTACT PERSON | CONTACT PERSON REMARKS |
| 0.0 – 2.0 | Technical Support / Project Manager | Assigned Customer Support Specialist in WhatsApp Channel | Problem Report |
| 2.0 – 3.0 | Account Manager | Assigned Account Manager in WhatsApp Channel | If there is no response |
5. COMMITTED UPTIME
- For every issue raised, the resolution times may differ according to the complexity of the issues.
- However, for Critical issues, Qiscus commits to a Resolution Time of no more than 8 hours.
- For Chat Service, Qiscus commits to an uptime of 99%. The chat feature shall be usable
99% of the time (tracked monthly). Tracking can be done via status.qiscus.com.
6. EXCLUSIONS:
The SLA does not apply in cases of:
- Scheduled maintenance, which will be communicated in advance.
- Downtime or disruptions caused by third-party services or infrastructure outside of our control.
- Force majeure events such as natural disasters, acts of war, or major national disruptions.
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