1. Introduction

This Service Level Agreement (hereinafter referred to as the "SLA") is established between Optimibi (hereinafter referred to as "Optimibi") and its customers (hereinafter referred to as "Customers") to define the support service standards and response times for Optimibi software. This SLA applies to all support services provided for Optimibi software.

2. Scope of Services and Delivery Methods

Optimibi provides the following support services:

Service Type	Delivery Method
Documentation & Videos	Online
Issue Resolution	Jira Service Desk
Software & Upgrade Packages	Download
Remote Support	Email

3. Service Requests

Customers can submit service requests through the following methods:

• Documentation & Videos: Access through Optimibi’s official website.
• Issue Reports: Submit via email or Jira Service Desk.
• Remote Support: Contact via email.

4. Response Time

Optimibi will respond to service requests based on the severity level of the reported issue, as outlined below:

Severity Level	Critical	Severe	General
Description	The issue severely disrupts the application system, rendering critical business operations inoperable.	The software remains operational, but significant functionality and performance degradation impact business operations and productivity.	The software is functional, but non-critical features or components are affected, with most operations remaining unaffected.
Response Time	3 hours	24 hours	3 days

"Response" refers to Optimibi providing a commercially reasonable acknowledgment during business hours for service requests submitted via email or phone.

Optimibi reserves the right to adjust issue priority levels and modify the response time, classification, and handling methods as necessary.

5. Service Hours

• Remote Support: Available on business days from 9:00 AM to 6:00 PM (GMT+8).
• Requests submitted outside of business hours will be processed on the next business day.

6. Customer Responsibilities

• Customers must provide necessary information and assistance to facilitate the effective resolution of support requests.
• Customers must ensure that their system and environment meet the basic requirements for using Optimibi software.

7. SLA Revisions

Optimibi reserves the right to revise this SLA. All updates will be published on Optimibi’s official website and communicated to customers via email.