SLA
Service Level Agreement
Gold Service Requirement : High Performance
Period Time : 7 Day 24 Hours
Onsite : Yes
Response Time : 4 Hours from acknowledge
Repair Time : 1 Official Day or customer require
Preventive Maintenance : 4 times per year
Silver Service Requirement : Middle Performance
Period Time : 5 Days 8 Hours (Monday to Friday. 9.00 AM  - 18.00 PM)
Onsite : By case
Response Time : 1 Official Day
Repair Time : Byproduct
Preventive Maintenance : refer customer