Annex I - Service Level Agreement
This document constitutes the service level agreement between MMFA, ThitsaWorks and User MFI Name in regards to the Myanmar Microfinance Data Sharing Platform (MCIX).
System Security and Availability
MCIX shall use reasonable endeavors to ensure that the up-time for the Hosted Services is at least 99.9% on a yearly basis, excluding planned system maintenance.
MCIX creates a back up copy at least daily and ensures that each such copy is sufficient to enable MCIX to restore the system to the state they were in at the time the back up was taken.
MCIX regularly performs maintenance of its systems to ensure optimal performance. MCIX will schedule maintenance services that are likely to affect the availability of the MCIX system outside business hours or on non-business days. MCIX will notify the Members of any scheduled maintenance.
MCIX will offer support on Myanmar business days (Monday to Friday, excluding bank holidays) within the office hours of 09:00 and 17:30 by email, Skype and telephone. During business hours, the response time will be within 4 hours. Outside of business hours, any support provided is on a best effort basis. MCIX will respond to urgent problems within one hour.
Support for MCIX can be reached at:
Communication of Urgent problems should be clearly marked in the email subject as ‘Urgent’ and should include the following information:
- The users and computers affected
- The actions that led up to the problem
- A detailed description of the problem
- Screenshots of the problem occurring (where possible)
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