1. The Objectives
The objectives of this Agreement are to:
- Clearly define service ownership, accountability, rules, and responsibilities related to FingerTec software/hardware support and services.
- Match perceptions of expected service provision with actual service support & delivery.
2. Effective Period
This Agreement is valid from the date of hardware and/or software purchase or official support request, and remains effective as long as the Customer has:
- A valid support entitlement (warranty, maintenance plan, or subscription).
- No outstanding payments that would affect service eligibility.
3. Support Terms
FingerTec will support the Customer in the time below (UTC +8), per this SLA
| Monday |
9:00 AM -12:00AM |
(Tuesday) |
| Tuesday |
9:00 AM -12:00AM |
(Wednesday) |
| Wednesday |
9:00 AM -12:00AM |
(Thursday) |
| Thursday |
9:00 AM -12:00AM |
(Friday) |
| Friday |
9:00 AM -12:00AM |
(Saturday) |
| Saturday |
12:00 PM - 8:00 PM |
|
| Sunday |
12:00 PM - 8:00 PM |
|
4. 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.
Tier 1 Support (Including Customer Care and Operations Requests):
- Definitions: Non-system issues and requests such as general Service inquiries, questions about product configuration and functionality.
- TimeTec Response Commitment: TimeTec will respond within twenty-four (24) hours of receiving a case during support operating hours.
- Resolution Commitment: TimeTec will respond to requests.
- Escalation: If progress is not being made to the Customer's satisfaction, the Customer may request that TimeTec escalate the problem to the appropriate TimeTec organization.
- Customer Commitment: The Customer will respond to TimeTec requests for additional information on time.
Tier 2 Support
- Definitions: An issue with the Service that delays Customers from completing one or more non-critical business processes that are not imperative to the Customer's business operations. A workaround exists.
- TimeTec Response Commitment: TimeTec will respond within six (6) hours of receiving a case during support operating hours.
- Resolution: If resolutions require a TimeTec issue fix, TimeTec will add the issue fix to its development queue for future updates and suggest a potential workaround until the problem is resolved in a future Update.
- Escalation: If progress is not being made to the Customer's satisfaction, the Customer may request that TimeTec escalate the problem to the appropriate TimeTec organization.
- Customer Response Commitment: The Customer will respond to TimeTec requests for additional information and implement recommended solutions on time.
Tier 3 Support
- Definition: An issue with the Service that prevents the Customer from completing one or more critical business processes with a significant impact. A workaround exists but is not optimal.
- TimeTec Response Commitment: TimeTec will respond within four (4) hours of receiving a case during support operating hours.
- Resolution: TimeTec will work to resolve the problem until the Service is returned to regular operation. If resolutions require a TimeTec issue fix, TimeTec will add the issue fix to its development queue for future updates and suggest a potential workaround until the problem is resolved in a future Update. We will notify the Customers of status changes.
- Escalation: If progress is not being made to the Customer's satisfaction, the Customer may request that TimeTec escalate the problem to the appropriate TimeTec organization where the escalated problem will have higher priority than ongoing support, development or operations initiatives.
- Customer Response Commitment: Customer will respond to TimeTec requests for additional information, implement recommended solutions promptly, and remain accessible for troubleshooting from the time an issue is logged until it is resolved.
5. Service Measurement
Tier 1 Support:
- SLA Performance: Responded and/or resolved in twenty-four (24) hours during support operation hours.
- Breach: Responded and/or resolved after twenty-four (24) hours of support operation hours.
Tier 2 Support:
- SLA Performance: Responded and/or resolved in six (6) hours during support operation hours.
- Breach: Responded after six (6) hours of support operation hours and/or did not provide a resolving timeline in 7 days.
Tier 3 Support:
- SLA Performance: Responded and/or resolved in four (4) hours during support operation hours.
- Breach: Responded after four (4) support operation hours and/or did not provide a resolution timeline in 1 day.
6. Remote Technical Assistance via Remote Session
To ensure a secure, efficient, and complete troubleshooting and support process, the following terms and conditions apply to all remote technical support sessions conducted by TimeTec.
Mandatory Remote Session
Clients are required to provide remote access via AnyDesk, Microsoft Teams Remote, or UltraViewer for all technical assistance requests. Email submission of FingerTec software databases are not permitted in cases where live troubleshooting, configuration, database diagnosis, or recovery is necessary.
Network Access Requirements
Clients are responsible for:
- Ensuring a stable and secure internet connection throughout the session.
- Providing valid remote access credentials ( AnyDesk or Ultra Viewer ID and password) before the session begins.
On-Site Personnel and Authorization
A designated representative from the client’s company must be present and available throughout the remote session. Client must be familiar with and have authorized access to the Windows Administrator account on the affected PC or server. Additionally, clients are responsible for ensuring that firewall settings or internal security configurations do not obstruct remote access prior to the session.
Data Security Concerns
For clients with strict data security policies or firewall restrictions, TimeTec offers the option to record the entire session upon request. This ensures transparency and provides the client with an auditable record of all actions taken. Please inform TimeTec in advance if you wish to enable session recording.
Data Backup and Liability Disclaimer
Before any remote assistance session begins, the client must perform a full backup of all critical data. TimeTec shall not be held liable for any data loss or corruption that may occur during the support process.
Service Charges
As part of our standard support protocol, remote support sessions via AnyDesk, Ultraviewer, or equivalent are offered to clients to diagnose and resolve technical issues efficiently. In the event a client chooses not to proceed with a recommended remote session, the request will be categorized as non-standard support. In such instances, the client acknowledges that any further assistance will be subject to applicable service charges. Charges will be applied prior to commencement of service, unless otherwise agreed in writing. This policy helps ensure that all support requests are addressed with the necessary attention and priority.
Device and Network Responsibility
In cases where a device cannot be accessed remotely or encounters connectivity issues, the client is responsible for verifying internal network settings or consolting their IT department or local FingerTec reseller for resolution.
Remote Session Support Hours
Remote support is available Monday to Friday from 10:00 AM to 10:00 PM (GMT+8 Malaysia Time), and on weekends (Saturday and Sunday) from 1:00 PM to 6:00 PM (GMT+8 Malaysia Time), excluding public holidays. For cases that require physical hardware inspection, we recommend scheduling remote support during regular office hours, from 10:00 AM to 5:00 PM (GMT+8 Malaysia Time), excluding public holidays. Remote support outside of these hours is subject to availability and must be pre-approved by the technical team.
Public Holiday Clause
If the support request falls on a Malaysia public holiday, the technical team will review availability and notify the client accordingly. Support on such dates is not guaranteed and will be handled on a case-by-case basis.
7. Hardware Repair Service Policy
Quotation Response Timeline
Customers must respond to the repair quotation within 30 calendar days from the date of issuance, either with an approval or a rejection. If no response is received within this period, TimeTec will retain the item for an additional 60 days.
Unclaimed Item Policy
If the customer fails to arrange for the collection of the item within 90 days of the quotation date, TimeTec reserves the right to return the item at the customer's expense. Should the item remain uncollected after this period, TimeTec reserves the right to dispose of the item without further notice.
Rejected Quotations
If the repair quotation is declined, a labor fee may be imposed to cover the inspection or diagnostic work conducted, depending on the nature and scope of the evaluation.
Shipping Responsibility
Customers are responsible for all shipping charges related to the return of items, regardless of whether the repair quotation is accepted or rejected. To prevent avoidable costs or delays, customers are advised to adhere to this policy. For any extension or delay in decision making, the customer must liaise with their assigned TimeTec sales representative to discuss possible extensions or alternative solutions.
Payment Terms
Full payment must be made prior to the release or shipment of any repaired items or related services. Delivery will only proceed once payment has been received and confirmed by TimeTec.
8. Service Reachability
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.
9. Changes to SLA
This SLA is a living document and might be revised from time to time to improve TimeTec support quality. TimeTec will publish the updated SLA and notify the Customers by email.
Last updated:1/06/2025
