TrackAsia - SLA

SLA Policy

SLA Policy – Track‑Asia Service

99.99% uptime guarantee via this Service Level Agreement based on network and host node availability.

SLA Policy – Track‑Asia Service

1. Introduction

Provider: Track‑Asia
Customer: Users of Track‑Asia services
Purpose: To ensure transparency in response and resolution times for support requests.

2. Request Classification & Service Commitments

Priority	Description	Response Time	Resolution Time
P1 – Critical	System outage	≤ 4 hours	≤ 24 hours
P2 – High	Major technical issue	≤ 12 hours	≤ 48 hours
P3 – Medium	Issue without major impact	≤ 24 hours	≤ 5 business days
P4 – Low	Reporting / customization requests	≤ 48 hours	≤ 10 business days

3. Process & Measurement

The SLA timer starts when the customer opens a ticket.
The system automatically logs ticket open, response, and close times.
SLA may be paused if awaiting additional information from the customer.

4. SLA Exclusions

Issues caused by incorrect customer configuration.
Force majeure events beyond control.
Highly custom development or special customization requests.