Service Level Agreement

1. Standard SLA

This standard SLA describes support provided by BizCloud Asia Sdn Bhd (201301027403 / 1057232-T) for the customer's agreed BMO or BizCloud services.

Support coverage

8 working hours per day, 5 working days per week
Monday to Friday, excluding public holidays.

Initial response target

Within 4 business hours.

Resolution target

Within 2 business days, except hardware failure.

BizCloud uses reasonable efforts to meet these operational targets for supported incidents within the agreed service scope; the targets are not unconditional guarantees. Hardware failures are excluded from the two-business-day resolution target because repair or replacement depends on assessment, parts availability and the applicable hardware warranty.

2. How Business Time Is Counted

Standard SLA working periods are 9 AM to 1 PM and 2 PM to 6 PM, Monday to Friday, excluding public holidays. The 1 PM to 2 PM lunch break is not counted, giving eight working hours per day. All times refer to Malaysia time (MYT, UTC+8). Saturdays, Sundays and public holidays do not count toward the SLA response or resolution targets. A different working window applies only where specified in the accepted quotation or signed service agreement.

Support requests are submitted through the designated WhatsApp support line, unless another intake channel is expressly agreed in writing. Requests received outside SLA working hours begin to count from the next SLA working period. An initial response is targeted within four accumulated SLA working hours of receipt. Two business days means sixteen accumulated SLA working hours for the resolution target. Response means an initial reply from our support team, separate from an automated receipt acknowledgement, chatbot reply or WhatsApp delivery or read receipt. It is not a promise that the issue is resolved.

Resolution means restoring the affected supported function or providing a practical workaround that allows its core operation to continue. It does not necessarily mean delivering a permanent code change, replacing hardware or completing a new feature or customisation. Resolution time is counted from receipt of the incident report during SLA working hours, subject to the dependencies and exclusions below.

The resolution clock pauses while information, approval, a backup or access reasonably necessary to proceed is awaited from the customer, or while a required third-party action or hardware repair outside BizCloud's agreed scope is outstanding. BizCloud will identify the dependency in its support communication; counting resumes when that dependency is resolved. The customer must provide accurate incident details, cooperate with troubleshooting and arrange authorised access. The initial response target is not paused by a request for further information.

3. WhatsApp Support

WhatsApp support: +603-2780 3801

• Monday to Friday: 9 AM to 1 PM and 2 PM to 6 PM, Malaysia time.
• Saturdays, Sundays and public holidays: Outside standard SLA coverage.

You may send a WhatsApp message at any time; messages outside working periods are handled from the next working period. Changes to the published schedule apply subject to the customer's accepted quotation or signed agreement. A separately agreed support commitment is not reduced merely by changing this page.

Please provide your company name, the affected account or service, a description of the issue and relevant error details. Remove unnecessary personal data from screenshots and do not send passwords, one-time codes or other credentials in the chat. WhatsApp delivery failures or platform outages may prevent receipt; contact sales@bizcloud.asia to arrange an alternative reporting channel if necessary. Messages to individual staff accounts or other undesignated channels are not SLA incident reports unless expressly agreed.

4. Included Support

Free support within the agreed service scope includes:

• WhatsApp help desk support.
• Email assistance arranged through WhatsApp or another agreed support channel.
• Remote access support.

Included support applies to the customer's active subscribed or maintenance-covered services. It does not include new development, customisations, data migration or recovery, onsite work or training outside the agreed package. Such work requires a separate quotation unless already included in the accepted service scope.

Remote access must be authorised by the customer and arranged with our support team. Before troubleshooting that changes configuration or data, the customer must maintain suitable backups for customer-controlled systems and approve the proposed work. Data restoration or recovery is included only where expressly agreed in the service scope, and recoverability is not guaranteed. These responsibilities do not replace BizCloud's own agreed backup, security or statutory duties.

5. Installation and Onsite Support

Installation, onsite support and training are available for Penang, Klang Valley and Johor, subject to the agreed quotation and service arrangements.

• Installation: Pricing by quote.
• Onsite support and training: Pricing by quote. The duration and scope are specified in the quotation.
• Additional onsite services and transportation: Charged separately, with pricing by quote upon request.

6. Pricing by Quote

Pricing by quote. Installation, onsite support, training, additional services, transportation and any applicable annual support charges are stated in the relevant quotation. Charges and renewal terms may change for future quotations or renewals. Work outside the agreed scope requires approval of its quotation before it starts; this page does not change a price already agreed for existing work.

For a quotation based on your location and requirements, please contact our team.

7. Delivery

Courier fees are charged separately. Delivery and courier pricing are provided by quote for the relevant order.

8. Warranty

Warranty coverage is as stated in the relevant item description. No additional contractual warranty is provided for thermal paper or labels. This does not exclude any guarantee, remedy or liability that cannot lawfully be excluded.

9. Scope and Service Terms

This standard support policy is read together with the User Agreement and the accepted quotation, order form or service scope. A separately signed agreement or accepted quotation specifying different service levels takes precedence according to the User Agreement.

The accepted quotation or service agreement should identify this SLA as SLA 2026 and retain a copy of the applicable terms together with the customer's acceptance. Publication of a revised page does not itself replace a separately signed service commitment. Changes to existing arrangements follow the applicable agreement and the User Agreement's notice and acceptance provisions.

Updates to this SLA. BizCloud Asia Sdn Bhd may revise this published SLA from time to time. Minor corrections that do not materially affect rights or obligations may be published without individual notice. Material changes affecting existing customers are subject to reasonable advance notice, the agreed amendment procedure and any required acceptance under Section 14 of the User Agreement. Revised terms may be offered for new orders or renewals after being made available to the customer. Website updates do not retrospectively change agreed prices, reduce existing customer-specific service commitments, or remove accrued rights or mandatory legal protections.

Response and resolution targets are operational targets rather than absolute guarantees. Resolution depends on issue complexity, customer cooperation, access to logs and sample data, and third-party providers. Hardware, networks, browsers, devices, local installations, customisations and misconfiguration may affect resolution.

As set out in the User Agreement, service-level targets do not apply to free trials, demonstrations, beta or AI features, test or non-production environments, client-hosted or PC-hosted installations, or issues caused by customer-controlled environments or third-party systems unless expressly agreed in writing. After-hours support is subject to availability and may be chargeable, with pricing by quote.

Standard SLA targets do not apply during an expired subscription or a service suspension validly imposed under the User Agreement, subject to the accepted service documents and applicable law. Delays caused by events beyond BizCloud's reasonable control are handled under the User Agreement's force majeure provisions; BizCloud will use reasonable efforts to mitigate their impact where practical.

Support messages, troubleshooting advice, automated replies and estimated completion times do not by themselves change agreed prices, service levels or liability limits. Additional work and changes to contractual commitments must be expressly agreed through the quotation or agreement process required by the User Agreement.

Personal data and confidential information handled during support are subject to the Privacy Policy and any applicable Non-Disclosure Agreement.

10. Remedies and Liability

This standard SLA does not include a guaranteed uptime percentage or automatic service credits, refunds, financial penalties or compensation for missing an operational target. Any additional contractual remedy must be expressly agreed in a written agreement signed by an authorised representative of BizCloud.

Contractual claims under this SLA are subject to Section 10 of the User Agreement, including its aggregate monetary cap and mandatory exceptions. Claims arising from the same or related events do not receive separate caps merely because both documents apply. Nothing here excludes a remedy or liability that cannot lawfully be excluded, prevents lawful proceedings or limits a regulator's powers.

11. Contact

For support, message us on WhatsApp at +603-2780 3801. For quotations or service arrangements, email sales@bizcloud.asia or use our contact page.