Service Level Agreement
Your Data, Your Trust, Secure with Us.
- Service Availability
- Target uptime: 99.5% monthly (excluding scheduled maintenance)
- Support Scope
Support includes:
- Bug fixes
- Technical assistance
- Platform troubleshooting
- Support Channels
- Email: mail@senangreview.com
- WhatsApp: +6016-7092296
- Incident Severity Levels
Severity | Description | Response Time | Resolution Target |
S1 (Critical) | System down / major outage | 2 hours | 8–24 hours |
S2 (High) | Major function impacted | 4 hours | 1–2 days |
S3 (Medium) | Minor issue / workaround available | 1 business day | 3–5 days |
Severity classification is determined by Erazem Sdn Bhd, not the client.
- Maintenance
Scheduled maintenance:
- With prior notice
- Typically outside business hours
- Exclusions
SLA does not apply to:
- Third-party outages (WhatsApp, Google, hosting)
- Client misuse or misconfiguration
- Contact Information
Erazem Sdn Bhd
Email: mail@senangreview.com
Phone: +6016-7092296
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