Hardware & SLA
server รองรับงาน
Platform Place Ordering Processing can be installed
– Linux OS
– Apache or Windows IIS
– PHP 5
– Database MySQL
Remark : License Hardware & Software
• Operation Server Software = Linux Free License
• Development by PHP Programming = Free License
• Development Database by MYSQL = Free License
Service Legal Agreement
“Response Time” means the time as while supplier officially acknowledged the incident report or commence investigation. Such official response will be made electronically to serve as evidence to both and Supplier
“Restoration Time” means the elapsed time between the end of acknowledgement from Supplier and the beginning of the response from Supplier on suggestion to solve the issue (Work around solution)
“Resolution Time” means the elapsed time between the end of the acknowledgement from Supplier and the beginning of the response from Supplier on provide the permanent fix (Upgrade, patch and etc)
1) Minor Severity
– Bug Syntax error event log does not work as part of a page 404 Page cannot be display, or the wrong formulation / No Email Alert reply
Response Time Period of not more than 2 hours
Restoration Time Period of not more than 3hours
Resolutions Time Period of not more than 1- 3 Days
Remark feedback: when the issues are solved, and then reply back via email to conclude.
2) Major Severity
– Bug Syntax error event log does not work all parts of the Program can not connect.
Response Time Period of not more than 2 hours
Restoration Time Period of not more than 3hours
Resolutions Time Period of not more than 5 Days
Remark feedback: Check the various issues from Host system or log files before Files are edited from the original or that the files over to new Re store login problems.Determine the cause of the problem.Summary of problems with the customer in mind.
3) Critical Severity
– Web infrastructure being pierced / Database does not disappear from the system to access the Website, or not at all.
Response Time Period of not more than 2 hours
Restoration Time Period of not more than 3hours
Resolutions Time Period of not more than 7 Days
Remark feedback: Check the various problems from the log files. Write a summary find solutions.Coding prevent the hack/Change the password/ update path file/ Summary of problems that customers know Solutions.
Remark:
Application support time: 8*5 (Start Date: 08.30 to End Date 17.30).
However, If there are urgent case or critical issues occurred out of this period time (Start Date: 08.30 to End Date 17.30), these case will be considered case by case.
