Support Services Terms

The terms and conditions outlined in these Support Services Terms will apply to any Support Services provided by FSA to you as specified in the relevant Sales Order.

1. Additional Definitions

1.1

The following terms and expressions in these Support Services Terms will have the following meanings unless the context requires otherwise:

BAU” refers to business as usual;

Downtime” refers to the periods when the FSA Products are unavailable due to a Blocker-level or Critical-level Fault, and excludes any Emergency Downtime and Scheduled Downtime;

Emergency Downtime” refers to the periods when the FSA Products are made unavailable by FSA to address any Virus or Vulnerabilities in the FSA Products;

Fault” refers to the failure of the FSA Product to operate as specified in the Service Level Table;

Monthly Uptime Percentage” refers to the percentage of total minutes in a calendar month that the FSA Products were available, calculated by subtracting the number of minutes of Downtime from the total number of minutes in the month;

“Normal Business Hours” refers to 9:00 AM to 5:00 PM local Singapore time on each business day;

Scheduled Downtime” refers to the periods when the FSA Products are made unavailable by FSA for maintenance purposes;

Service Levels” refers to the service level responses and response times listed in the Service Level Table;

Service Level Table” refers to the table in Clause 3.1 of these Support Services Terms;

Subscription Credits” refers to the subscription credits specified in the table in Clause 4.1 of these Support Services Terms;

Support Fee refers to the fees and/or charges (if any) specified in the Sales Order that you must pay to FSA for the Support Services described in these Support Services Terms;

Support Request” refers to a request made by you in accordance with these Support Services Terms for Support Services related to the FSA Products;

Support Services” refers to the support services specified in the Agreement that FSA will provide to you, which may include, but are not limited to:

  1. assisting and providing guidance on setting up FSA Products for your projects;
  2. providing fixes for software defects that may affect the FSA Product;
  3. providing feature updates to FSA Products;
  4. training Authorised Users on the Platform.

Support Services

2.1

In exchange for payment of the Support Fee and any other charges or fees specified in the relevant Sales Order and/or these Support Services Terms, FSA will provide the Support Services according to these Support Services Terms.

2.2

The Support Services will be provided by FSA through phone, email, and online during Normal Business Hours, or as arranged between you and FSA. All Support Services will be provided remotely, such as over the phone or by email.

2.3

You can request Support Services by submitting a Support Request that includes a description of the Fault and its classification according to the Service Level Table, sent via email. You can contact us at [email protected].

2.4

FSA is not required to provide any Support Services if the faults with the FSA Products are caused by:

  1. Changes to your operating system or environment that negatively affect the FSA Product;
  2. Any alterations, modifications, revisions, or additions to the FSA Products made by you;
  3. Your use of the FSA Products in a way that is not in accordance with the Agreement or FSA’s instructions;
  4. Your integration of the FSA Products with other third-party software products, including but not limited to Customer Applications;
  5. Your use of the FSA Products on equipment other than the equipment for which the software was licensed;
  6. Your failure to provide adequately trained operating and programming staff for the operation of the FSA Products;
  7. Your failure to fulfil your obligations under the Agreement.

2.5

FSA shall be entitled to update these Support Services terms at any time.

3. Service Levels

3.1

FSA will prioritise Support Requests based on its assessment of the severity of the reported Fault and will use commercially reasonable efforts to respond to all Support Requests according to the responses and response times specified in the table below:

Severity Level

Definition

Service Level response and response time

Blocker

A production issue in the FSA Product(s) that:

a. affects all functional areas of the FSA Product(s); and 

b. affects your Business as Usual (“BAU”) operations.

Response shall be provided within one (1) Business Day of the Support Request. 

Resolution time: Maximum two (2) Business Days from receipt of Support Request.

Critical 

A production issue in the FSA Product(s) that affects:

a. affects critical functional areas of the FSA Product(s) in question; and

b.affects your BAU operations.

Response shall be provided within one (1) Business Day of the Support Request. 

Resolution time: Maximum three (3) Business Days from receipt of Support Request.

Major

A production issue in the FSA Product(s) that:

a. only affects one or two functional areas of the FSA Product(s) in question; and

b. does not affect your BAU operations.

Response shall be provided within three (3) Business Day from the date of the Support Request during Normal Business Hours. 

Resolution time: Maximum seven (7) Business Days from receipt of Support Request.

Minor

A production issue in the FSA Product(s) that:

a. does not affect any functional areas of the FSA Product(s) in question; and

b.does not affect your BAU operations.

Response shall be provided within five (5) Business Days from the date of the Support Request during Normal Business Hours. 

Resolution time: Maximum twenty (20) Business Days from receipt of Support Request.

3.2

The parties may agree in writing to extend the Service Level response times on a case-by-case basis.

3.3

FSA may access error logs and application logs that you have for the purpose of providing proactive support and fixes to the affected Service. This may involve connecting to your system, or you can provide a way for FSA to access this information efficiently, such as posting logs to a secure ftp site.

4. Maintenance and Downtime

4.1

FSA is entitled to perform maintenance on the FSA products or any elements or infrastructure as necessary for the provision of the Service.

In the event of maintenance that may cause the Service to experience outage or downtime, FSA will give at least three (3) days’ notice of such Maintenance (called “Scheduled Maintenance”). FSA will try to minimise the frequency and duration of access disruptions during Scheduled Maintenance.

If the FSA Products experience any Downtime, you will be entitled to the Subscription Credit(s) specified in the table below corresponding to the amount of Downtime experienced by the FSA Products, as long as the Downtime was not caused by:

  1. Something outside of FSA’s control;
  2. Your actions or failures to act, or those of third parties, including but not limited to;
  1. i. Improper, misused, or unauthorised alteration of the FSA Products by you or a third party;
    ii. Integration of the FSA Products with any Customer Applications; or
  1. c. the use of your and / or any third-party hardware or software not provided by FSA.

Subscription Credit

Amount of Downtime

One-week Subscription Credit

If the Monthly Uptime Percentage for a calendar month is between 99.0%, and 97.0% seven (7) days will be added to your Subscription Term at the end of your billing cycle at no charge to you.

Two-week Subscription Credit

If the Monthly Uptime Percentage for a calendar month is between 97.0% and 95.0%, fourteen (14) days will be added to your Subscription Term at the end of your billing cycle at no charge to you.

One-month Subscription Credit

If the Monthly Uptime Percentage for a calendar month is less than 95.0%, thirty (30) days will be added to your Subscription Term at the end of your billing cycle at no charge to you.

4.2

Receiving Subscription Credits will be the only remedy for any failure by FSA to provide the FSA Products due to Downtime.