Service Level Agreement (SLA)

This SLA outlines the level of service Pandaworks Sdn Bhd (“Pandahrms”) commits to provide to its customers for the use of the Pandahrms platform.

1. Service Availability

Pandahrms aims to provide 99.5% uptime per calendar month, excluding:

  • Scheduled maintenance (with prior notice)

  • Emergency fixes due to critical bugs or security vulnerabilities

  • Downtime caused by customer-side issues, internet service provider failures, or force majeure events

2. Support Hours & Response Time

Support Tier Description Response Time Target
Level 1 – Critical System down, payroll blocked, major data issue ≤ 4 working hours
Level 2 – Major Feature not working, causing partial disruption ≤ 1 working day
Level 3 – Minor General queries, small bugs, suggestions ≤ 2 working days

📅 Support Hours: Monday to Friday, 9:00 AM – 6:00 PM (MYT)
📧 Support Email: support@pandaworks.net

3. Maintenance & Updates

  • Scheduled Maintenance: Will be announced at least 24 hours in advance and performed during off-peak hours.

  • Emergency Maintenance: May be carried out with minimal notice to fix security or critical system issues.

Pandahrms continuously improves the system with performance enhancements, security updates, and feature releases.

4. Data Security & Backup

Refer to our Backup & Disaster-Recovery Policy for full details.
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5. Customer Responsibilities

  • Ensure internet and device compatibility

  • Report issues clearly with screenshots/logs

  • Assign a dedicated contact person for escalations

6. Disclaimer

This SLA does not cover:

  • Third-party integrations or hardware (e.g., biometric devices)

  • Data issues caused by user misconfiguration or unauthorized access