Malaysian Global Innovation and Creativity Centre (MaGIC), Block 3730, Persiaran APEC, 63000, Cyberjaya, Selangor, Malaysia. +60197775327
Service Level Agreement (SLA)
Last modified on: 22nd of March 2019.




This “Service Level Agreement” (“Service Level”) constitute and describe an agreement between you and Quantum Leap Automation Sdn. Bhd. (1272302-M), its respective subsidiaries, affiliates, associated companies, and jointly controlled entities (collectively “Quantum Leap”, “we”, “us” or “our”) as the operator of Quantum Leap’s Apps and Websites (including all mobile applications and websites operated by Quantum Leap (respectively “Apps” and “Websites”), products, features and other services globally (collectively, “Services”). This Service Level Agreement (the “Service Level”), together with our “Privacy Policy” and “Terms of Use” that are within https://www.quantumleap.asia/, thus incorporated herein by reference, and collectively this “Agreement”, govern your use of our “Services”. This “Service Level” also addresses the uptime guarantees in relation to the “Services”, we provide to you and your remedies for our failure to meet such guarantees.


 


This “Service Level” applies to our customers or contributors (businesses), subscribers (members), agents, vendors, suppliers, partners (such as merchant partners), contractors and service providers (collectively “you”, “your” or “yours”). By using or otherwise accessing the “Services”, you agree to the terms of this “Agreement”. If you do not agree with our “Agreement”, you must refrain from accessing or using the “Services”. Please note that we offer the “Services” with “AS IS”, “BEST EFFORT BASIS” and without warranties. You are required to register and authorize the use and disclosure of your information for purposes of allowing us to provide the “Services” and as otherwise disclosed in our “Privacy Policy”.




 


1. Service availability

 


Quantum Leap will make the “Services” available 99.95% of the time, excluding any “Excused Downtime”. In a given calendar month, we calculate “Service Availability” as follows:


 


Service Availability =









 

(Total minutes “Services” are available) x 100




(Total minutes in the month) – (Excused Downtime)





 


2. Excused downtime

 


“Excused Downtime” means the length of time the “Services” are unavailable due to:


 



  • Scheduled maintenance;

  • Emergency maintenance;

  • Deployment of “Beta” services;

  • Force majeure (unavoidable) events; and

  • The actions or omissions of you as our authorized “Users”, or any third-party acting on your behalf or at your direction, including any unauthorized use of the “Services”, breach of the “Agreement” or sudden disagreement of our “Privacy Policy”, and any use or configuration of the “Services”, that exceeds our recommendations or advertised limits.


 


“Scheduled Maintenance” includes any maintenance performed during the following windows or for which we provide reasonable notice or coordination with you in advance of the maintenance. Meanwhile, “Emergency Maintenance” means any maintenance performed outside the “Scheduled Maintenance” windows without advance notice, where such maintenance is reasonably and urgently required to protect the integrity, availability, or security of our online systems. Our Data Center locations and their maintenance windows are as follows:


 



  • Americas (2200 – 0400 Central Time)

  • Europe (1600 – 2200 Central Time)

  • Asia-Pacific (0800 – 1400 Central Time)




 


Amendments and updates

 


Quantum Leap shall have the right to modify, update or amend the terms of this “Service Level” at any time by placing the updated “Service Level Agreement” on the Website. By continuing to use the “Apps”, “Websites” or “Services”, purchase products from Quantum Leap or continuing to communicate or engage with Quantum Leap following the modifications, updates or amendments to this “Service Level”, you signify your acceptance of such modifications, updates or amendments. If you have any queries about your “Service Level”, please contact our Data Privacy Officer at:


 


Quantum Leap Data Protection Officer

c/o Quantum Leap Automation Sdn. Bhd.

Malaysian Global Innovation and Creativity Centre (MaGIC),

Block 3730, Persiaran APEC,

63000, Cyberjaya, Selangor, Malaysia.

E-mail: [email protected]


 


The original of this “Service Level Agreement” Statement is written in the English language. In the event of any conflict between the English and other language versions, the English version shall prevail.