This Service Level Agreement (“SLA”) describes certain performance and security components regarding the service provided by Avelogic Pte Ltd (herein known as “AVELOGIC”). This Service Level Agreement (SLA) applies to you (“Customer”) if you have subscribed to either SmartHRMS or Smart E-Services or Both, and your account is current (i.e., not past due) with AVELOGIC.
This SLA is governed by the AVELOGIC End User Agreements and complemented by AVELOGIC’s Privacy Policy, the collection of which are designed to protect the privacy, security and best interests of AVELOGIC’s customers. AVELOGIC agrees to abide by the terms of this SLA, and requires its customers to do likewise. AVELOGIC shall use commercial best effort to provide continuous and consistent service with respect to this SLA. AVELOGIC reserves the right to add, subtract or amend the terms of this agreement at any time upon twenty (20) days notice. Such notice shall be given to the administrator via e-mail and reflected in the SLA posted on the AVELOGIC website.
1. Service Description
AVELOGIC is an Application Service Provider (ASP), providing two integrated application, SmartHRMS and Smart E-Services over the internet. They locate their server/s in a local tier 1 data centre. AVELOGIC reserves the rights to change the location of the said server or servers that best serve both the client and AVELOGIC’S interests.
2. Physical Security and Environmental Control
This section describes how AVELOGIC protects the hosted services against unauthorized physical access and the threats of fire, power, temperature, humidity and other physical forces.
Physical access to the data center is protected by security systems and strictly limited to authorized personnel. Other persons are admitted only on an as needed basis (e.g., to maintain hardware components) and only under supervision.
Backup Power is attached to ensure temporary power to the server in event of power failure.
3. Network Access and Security
This section describes how AVELOGIC protects the hosted services against unauthorized network access and the related security measures AVELOGIC takes to protect its customers. It also contains some customer technical requirements and certain premium services AVELOGIC offers.
AVELOGIC configures each server with a switched one hundred (100) Mbps Fast Ethernet connection. AVELOGIC connects to multiple Internet backbones, within a major telecommunications hub. Currently, our servers is housed at Amazon Web Services, Asia Pacific Southeast region (Singapore).
AVELOGIC supports 128/256-bit encryption via SSL (our digital certificate is provided by Digicert).
AVELOGIC uses prevailing Anti-virus and Firewall application that is supported by Microsoft to ensure the security of the server.
Customer Responsibilities:
Prior to alleging any connectivity problems, the customer will verify that they are able to reach major sites such as www.msn.com or www.yahoo.com.
Customer’s Administrators is in control of all access rights, passwords and stated email as inputted in the application. Any leak of passwords, or User-ID to unauthorized sources is the sole prerogative and responsibilities of the customer’s administrators.
Customer is responsible for configuration of their Internet firewall to allow all necessary ports to be used.
AVELOGIC agree to indemnify the Customer for any claims that SmartHRMS, developed by AVELOGIC, breaches third-party intellectual property rights. Customer will however be required to notify AVELOGIC of any such third-party claims promptly within 7 days of any such claims and cede control of the defence and any settlement related negotiations.
4. Data Security
This section describes the significant measures AVELOGIC takes to protect customer information and contains important requirements for customers to follow to further enhance data security. Avelogic, as a Data Intermediary as covered under the Personal Data Protection Act (PDPA), ensures that the area of protection covers Protection & Retention Limitation of Data.
All customer data is located on secure servers or directories that require access authentication.
All sensitive data records are encrypted down to data-record level in its MS-SQL platform.
All customer data is backed up to tape or other prevailing secured form of backup. AVELOGIC performs full remote backups on a weekly basis and incremental backups daily.
Nightly incremental backups are retained for two (2) weeks. Weekly backups are retained for three (3) weeks.
NOTE: Nightly and weekly backups are performed for disaster recovery purposes only.
Avelogic has appointed it’s Technical Director as the Data Protection Officer for the organization. Only the directors has access to our servers.
All customer data is backed up to tape or other prevailing secured form of backup. AVELOGIC performs full remote backups on a weekly basis and incremental backups daily.
Once the customer has ceased its relationship with Avelogic, all related databases will be destroy within one month after the cessation of relationship.
Customer Responsibilities:
The following customer requirements enhance data security:
Customers must use discretion granting administrator privileges.
Users must not share their login identifier or password.
We recommend that users change their passwords at least every forty-five (45) days.
Users are advised to use passwords that are eight (8) characters or longer that include a combination of upper and lower case with mixed alpha and numeric text.
AVELOGIC advises customers to use up-to-date, local anti-virus software. AVELOGIC is not responsible for infection of end-user devices or lost or corrupted messages due to anti-virus software running on the Exchange server. (E-Services email notification)
5. Service Availability
a. Coverage – Definitions
As used herein, the term “Service Availability” means the percentage of a particular month (based on 24-hour days and an assumed 30-day month) that access to AVELOGIC’s application and customer’s databases.
b. Guarantee
AVELOGIC will use commercial best efforts to provide customers with 95% service availability relating to its hosting.
Service Availability is calculated by the number of hours the service is available to customers plus the total number of hours, if any, the service is scheduled to be unavailable, divided by the total number of hours in that month.
c. Penalty for non-compliance
Subject to Sections 2.d. and 2.e. below, if the Service Availability is less than 95%, AVELOGIC will issue a credit to customer in accordance with the following schedule, with the credit being calculated on the basis of the monthly service charge for the affected Services:
| Service Availability | Credit Percentage |
| 95% to 80% | 30% |
| 79% or below | 100% |
* If service level falls between 96-99%, credit may be issued on a case to case basis.
6. Exceptions
Customer shall not receive any credits under this SLA in connection with any failure or deficiency of Service Availability caused by or associated with:
Circumstances beyond AVELOGIC’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;
Scheduled maintenance and emergency maintenance and upgrades;
DNS issues outside the direct control of AVELOGIC;
Outages elsewhere on the Internet that hinder access to your account.
7. Credit Request and Payment Procedures
To receive a credit, the customer must make a request therefore by sending an e-mail message to support@avelogic.com. The e-mail message MUST include the Company ID (Unique Organization ID defined by Customer at signup) of the customer’s account in the “Subject” line. Each request in connection with this SLA must include the dates and times of the unavailability of customer’s service and must be received by AVELOGIC within ten (10) business days after the end of the calendar month when customer’s service was not available. If the unavailability is confirmed by AVELOGIC, credits will be applied against the next billing cycle after AVELOGIC’s receipt of the customer’s credit request.
Credits are not refundable and can be used only towards outstanding or future billing charges.
Notwithstanding anything to the contrary herein, the total amount credited to customer in a particular month under this SLA shall not exceed the total hosting fee paid by customer for such month for the affected Services.
8. Scheduled Maintenance
To guarantee optimal performance of the Service, it is necessary for AVELOGIC to perform routine maintenance on the servers. Such maintenance often requires taking servers off-line and is typically performed during off-peak hours.
AVELOGIC reserves the right to plan a scheduled outage with forty-eight (48) hours advance notice. AVELOGIC will use commercial best efforts to schedule these outages at non-peak hours and limit their occurrence to strictly necessary upgrades and required maintenance. Scheduled outages are broadcasted in the Login page at www.smarthrms.com or via e-mail to the designated administrator of each customer. It is the responsibility of the administrators to notify all persons within their organizations of scheduled outages.
9. Technical Support
This section describes how AVELOGIC maintains high quality customer care to ensure customer satisfaction.
AVELOGIC technical support operates from 9am to 6pm, every Monday to Friday, excluding Public Holidays. AVELOGIC provides a variety of ways for customers to request help or otherwise make inquiries. NOTE: Access to Technical Support is limited to designated administrator(s) for Customer.
An online Support module may be used to report and track issues. The online support can be accessed via the login page of SmartHRMS or Smart E-Services
Telephone Support Services or email support to support@avelogic.com
An online FAQ or user manual available at anytime as a link in the system login or on request.
Customer Responsibilities:
It will be the Customer’s responsibility to maintain current profile information in order to receive notifications, which are made via e-mail.
10. Billing inquiries
Billing inquiries should be sent to sales@avelogic.com or accounts@avelogic.com .
All inquiries regarding subscription of new accounts or addition of services should be addressed to sales@avelogic.com .
11. Business Continuity Provision
In the event that AVELOGIC is unable to continue service to Customer, AVELOGIC will use commercial best effort to provide no less than two (2) weeks of interim service.
During this period, AVELOGIC will provide access to and at no cost the most current data backups, as well as all necessary information, including application settings and utilities, in order to facilitate a transition of Customer’s service to another provider or in-house implementation.
Contact Information
If you have any questions about this Agreement, please contact us.
AVELOGIC PTE LTD
Address: 1 Kaki Bukit Road 1, #02-44 Enterprise One, Singapore 415934
Email: support@avelogic.com
Tel: (+65) 6367 1128
Revision 1.12 – 6th January 2017