{"id":3427,"date":"2026-04-29T15:48:04","date_gmt":"2026-04-29T15:48:04","guid":{"rendered":"https:\/\/www.brandswift.my\/qloudmsp\/?page_id=3427"},"modified":"2026-07-14T05:59:40","modified_gmt":"2026-07-14T05:59:40","slug":"service-level-agreement-sla","status":"publish","type":"page","link":"https:\/\/www.brandswift.my\/qloudmsp\/service-level-agreement-sla\/","title":{"rendered":"Service Level Agreement (SLA)"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"3427\" class=\"elementor elementor-3427\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7c4a86c e-flex e-con-boxed e-con e-parent\" data-id=\"7c4a86c\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-097ca6e e-con-full e-flex e-con e-child\" data-id=\"097ca6e\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-0e4f36f e-con-full e-flex e-con e-child\" data-id=\"0e4f36f\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3ab68f4 elementor-widget elementor-widget-text-editor\" data-id=\"3ab68f4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Agreement Details<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-85d40e5 elementor-widget elementor-widget-heading\" data-id=\"85d40e5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\"><span style=\"color: #A3FF39\">Service Level  <\/span> Agreement (SLA)<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5823b04 e-flex e-con-boxed e-con e-parent\" data-id=\"5823b04\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-a55837b e-con-full e-flex e-con e-child\" data-id=\"a55837b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e0a0b89 elementor-widget elementor-widget-heading\" data-id=\"e0a0b89\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Qloud MSP (Qinetics MSP Sdn. Bhd)<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fdff4b0 elementor-widget elementor-widget-text-editor\" data-id=\"fdff4b0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>This copy of SLA referred to Qloud MSP Cloud Services as follows;<\/p><ul><li>Cirrus Grid<\/li><li>Qloud Next Gen Backup<\/li><li>Qloud Data Corporate Edition<\/li><li>Qloud Secure Biz Email<\/li><li>Qloud Managed Monitoring<\/li><\/ul><p>and other contract services provided by Qloud MSP (Qinetics MSP Sdn. Bhd) that may be defined under this SLA.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-832bdc3 e-con-full e-flex e-con e-child\" data-id=\"832bdc3\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d6df895 elementor-widget elementor-widget-heading\" data-id=\"d6df895\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Incident Response and Resolution Table<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6c6874a elementor-widget elementor-widget-Table\" data-id=\"6c6874a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"Table.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<table class=\"tafe-table \">\n\t\t\t<thead  class=\"tafe-table-header\">\n\t\t\t\t<tr>\n\t\t\t\t\t<th class=\"elementor-inline-editing elementor-repeater-item-6576859\"   >\nSeverity Level<\/th><th class=\"elementor-inline-editing elementor-repeater-item-9f6c90d\"   >Definition<\/th><th class=\"elementor-inline-editing elementor-repeater-item-3b88f6b\"   >Response Time<\/th><th class=\"elementor-inline-editing elementor-repeater-item-0246429\"   >Resolution Time<\/th>\t\t\t\t<\/tr>\n\t\t\t<\/thead>\n\t\t\t\t\t\t<tbody class=\"tafe-table-body\">\n\t\t\t\t<tr>\n\t\t\t\t\t<td data-label=\"Severity Level\"  rowSpan=\"4\" class=\"elementor-repeater-item-2b4e477 td-content-type-default\" >Priority 1<\/td><td data-label=\"Definition\"   class=\"elementor-repeater-item-87d543d td-content-type-default\" >Major System breakdown or failure<\/td><td data-label=\"Response Time\"  rowSpan=\"4\" class=\"elementor-repeater-item-89978c6 td-content-type-default\" >30 mins<\/td><td data-label=\"Resolution Time\"  rowSpan=\"4\" class=\"elementor-repeater-item-f3ed11d td-content-type-default\" >8 hours<\/td><\/tr><tr><td data-label=\"Severity Level\"   class=\"elementor-repeater-item-7dad937 td-content-type-default\" >All Systems or Applications is not functioning<\/td><\/tr><tr><td data-label=\"Severity Level\"   class=\"elementor-repeater-item-91c12b8 td-content-type-default\" >Prevent from further work<\/td><\/tr><tr><td data-label=\"Severity Level\"   class=\"elementor-repeater-item-31a42b4 td-content-type-default\" >No workaround is available<\/td><\/tr><tr><td data-label=\"Severity Level\"  rowSpan=\"3\" class=\"elementor-repeater-item-d0dfd32 td-content-type-default\" >Priority 2<\/td><td data-label=\"Definition\"   class=\"elementor-repeater-item-ce7943e td-content-type-default\" >The System is still functioning but hardly usable<\/td><td data-label=\"Response Time\"  rowSpan=\"3\" class=\"elementor-repeater-item-6ba41ea td-content-type-default\" >1 hour<\/td><td data-label=\"Resolution Time\"  rowSpan=\"3\" class=\"elementor-repeater-item-687173b td-content-type-default\" >1 day<\/td><\/tr><tr><td data-label=\"Severity Level\"   class=\"elementor-repeater-item-e019a5c td-content-type-default\" >Business highly interrupted<\/td><\/tr><tr><td data-label=\"Severity Level\"   class=\"elementor-repeater-item-f87dd9b td-content-type-default\" >Requires immediate attention and resolves within 24 hours<\/td><\/tr><tr><td data-label=\"Severity Level\"  rowSpan=\"2\" class=\"elementor-repeater-item-4837638 td-content-type-default\" >Priority 3<\/td><td data-label=\"Definition\"   class=\"elementor-repeater-item-d11bdc1 td-content-type-default\" >System still accessible and usable but unstable<\/td><td data-label=\"Response Time\"  rowSpan=\"2\" class=\"elementor-repeater-item-5fcef53 td-content-type-default\" >2 hours<\/td><td data-label=\"Resolution Time\"  rowSpan=\"2\" class=\"elementor-repeater-item-5ca3701 td-content-type-default\" >2 hours<\/td><\/tr><tr><td data-label=\"Severity Level\"   class=\"elementor-repeater-item-0f00acf td-content-type-default\" >Intermittent issues and interruption<\/td><\/tr><tr><td data-label=\"Severity Level\"  rowSpan=\"4\" class=\"elementor-repeater-item-2c053a5 td-content-type-default\" >Priority 4<\/td><td data-label=\"Definition\"   class=\"elementor-repeater-item-1a4ae63 td-content-type-default\" >Low Impact on business<\/td><td data-label=\"Response Time\"  rowSpan=\"4\" class=\"elementor-repeater-item-37c27df td-content-type-default\" >4 hours<\/td><td data-label=\"Resolution Time\"  rowSpan=\"4\" class=\"elementor-repeater-item-838b4b7 td-content-type-default\" >3 days<\/td><\/tr><tr><td data-label=\"Severity Level\"   class=\"elementor-repeater-item-16f20b0 td-content-type-default\" >Performance Issues<\/td><\/tr><tr><td data-label=\"Severity Level\"   class=\"elementor-repeater-item-a58d1c6 td-content-type-default\" >Unrepeated interruption or short downtime<\/td><\/tr><tr><td data-label=\"Severity Level\"   class=\"elementor-repeater-item-10bba6b td-content-type-default\" > System still usable but drops from the usual quality<\/td>\t\t\t\t<\/tr>\n\t\t\t<\/tbody>\n\t\t<\/table>\n\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-6d4caeb e-con-full e-flex e-con e-child\" data-id=\"6d4caeb\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b680edd elementor-widget elementor-widget-heading\" data-id=\"b680edd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">OBLIGATIONS OF CUSTOMER<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a7193cc elementor-widget elementor-widget-text-editor\" data-id=\"a7193cc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Customer shall provide Company their designated technical or head of department contact point, where it is required to assist the Company whenever needed for troubleshooting, system recovery, and emergency support related incidents.<\/p><p>Customer shall provide reasonable work facilities for the Company\u2019s technical personnel when if required to work on-site at a Customer\u2019s remote location or facility.<\/p><p>Customer shall review, verify, and acknowledge the service report or ticket closure whenever Qloud MSP (Qinetics MSP) provides its Support and services to the Customer.<\/p><p>Customer shall provide sufficient internet connection speed and capacity in order to establish a stable, secure, and usable connection to Qloud MSP (Qinetics MSP) Hosting or Cloud infrastructure.<\/p><p>Customer must ensure all of the connected devices, including PC, Server, Mobile, Data, and Workstation, are patched, preinstalled, or protected with Firewall, SSL, VPN, Antivirus, Endpoint Protection, and free from Malware.<\/p><p>Customer is restricted from copy, duplicates, clone, or to imitate Qloud MSP software, platform, logos, content, and other information under the ownership of Qloud MSP (Qinetics MSP Sdn. Bhd) for other commercial use.<\/p><p>Qloud MSP (Qinetics MSP Sdn. Bhd) do not liable for any damages, data loss, and service interruption if found the issues or incidents reported to be under own customer responsibilities.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7252c86 e-con-full e-flex e-con e-child\" data-id=\"7252c86\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-58008f7 elementor-widget elementor-widget-heading\" data-id=\"58008f7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Qloud MSP Upgrade Rights and Preventive Maintenance<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-719df52 elementor-widget elementor-widget-text-editor\" data-id=\"719df52\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Qloud MSP (Qinetics MSP Sdn. Bhd) reserved the right to upgrade, modify and enhance the Cloud software or platform when as needed, which is required to upkeep and maintain the systems to ensure working at an optimum level.<\/p><p>The events of shutdown maintenance or urgent maintenance are unavoidable in keeping the company systems safe and secure to use.<\/p><p>Scheduled Shutdown for Preventive Maintenance and other necessary urgent Upgrade activities will not be considered as Downtime or System Breakdown. Therefore, it is not part of the SLA penalty.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3884ea4 e-con-full e-flex e-con e-child\" data-id=\"3884ea4\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-025cada elementor-widget elementor-widget-heading\" data-id=\"025cada\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">OBLIGATIONS OF QLOUD MSP (QINETICS MSP SDN. BHD)<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b9cfe02 elementor-widget elementor-widget-text-editor\" data-id=\"b9cfe02\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Qloud MSP guarantees all technical issues will be handled correctly via Email, Telephone, or Remote Support depending on subscribed services.<\/p><p>24\/7 Helpdesk Support. A designated Number and Email address will be given to all customers. Response time may vary depending on separate contract terms.<\/p><p>All Incidents and Technical Support requests will be logged in the Helpdesk System to ensure consistency and SLA measurement.<\/p><p>Incidents or Tickets Severity to be escalated and categorized according to the\u00a0<strong>Incident Response and Resolution Table\u00a0<\/strong>above.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d2aadb0 e-con-full e-flex e-con e-child\" data-id=\"d2aadb0\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-06c8afc elementor-widget elementor-widget-heading\" data-id=\"06c8afc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">System Uptime SLA<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-15c5bcb elementor-widget elementor-widget-text-editor\" data-id=\"15c5bcb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>The following services subject to 99.5% Uptime SLA.<\/p><ul><li>Cirrus Grid<\/li><li>Qloud Next Gen Backup<\/li><li>Qloud Data Corporate Edition<\/li><li>Qloud Secure Biz Email<\/li><li>Qloud Managed Monitoring<\/li><\/ul><p>This\u00a0<strong>Support SLA<\/strong>\u00a0is complete together with our\u00a0<a href=\"https:\/\/www.brandswift.my\/qloudmsp\/privacy-cookies-policy\/\"><strong>Privacy Policy<\/strong><\/a>\u00a0and\u00a0<a href=\"https:\/\/www.brandswift.my\/qloudmsp\/terms-of-use\/\"><strong>Terms of Use<\/strong><\/a>. Please refer to the above sections.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-09c3515 e-con-full e-flex e-con e-child\" data-id=\"09c3515\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-025d0b9 elementor-widget elementor-widget-text-editor\" data-id=\"025d0b9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>General Sales\u00a0<a href=\"mailto:msp.sales@qloud.my\">msp.sales@qloud.my<\/a>\u00a0| General Support\u00a0<a href=\"mailto:core.support@qloud.my\">core.support@qloud.my<\/a><\/p><p>Last Update: 15 May 2020<\/p><p><a href=\"https:\/\/www.qloud.my\/\">www.qloud.my<\/a><\/p><p>SLA is subject to change when it is required.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Agreement Details Service Level Agreement (SLA) Qloud MSP (Qinetics MSP Sdn. Bhd) This copy of SLA referred to Qloud MSP Cloud Services as follows; Cirrus Grid Qloud Next Gen Backup Qloud Data Corporate Edition Qloud Secure Biz Email Qloud Managed Monitoring and other contract services provided by Qloud MSP (Qinetics MSP Sdn. Bhd) that may [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-3427","page","type-page","status-publish","hentry"],"blocksy_meta":{"has_hero_section":"disabled","vertical_spacing_source":"custom","content_area_spacing":"none","styles_descriptor":{"styles":{"desktop":"","tablet":"","mobile":""},"google_fonts":[],"version":6}},"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Service Level Agreement (SLA) - Qloud MSP<\/title>\n<meta name=\"description\" content=\"Explore Qinetics MSP Sdn Bhd&#039;s Service Level Agreement (SLA) for a clear understanding of our service commitments, guarantees, and standards on qloud.my.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.brandswift.my\/qloudmsp\/service-level-agreement-sla\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Service Level Agreement (SLA) - 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