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Does the information system ensure operation 24/7/365? If there is a disruption, who is responsible for handling it? How is data loss addressed?

The system is designed to operate stably 24/7/365, employing mechanisms such as backup systems, server clusters, and disaster recovery plans to ensure continuous operation. 

The Parties may agree in writing any additional service targets as may be applicable in relation to the Services, which shall form part of the service levels. 

Responsibility for handling disruptions(Unplanned): 

Part 1: AmpoCloud 

1. The Supplier shall perform all Support Services during the Support Hours throughout the Support Period, where: 

1. Support Hours means 9:30am to 6:30pm Monday through Friday, excluding public holidays; 
2. Support Period means the Term (as stipulated in this Agreement); 
3. Support Services means the identification, diagnosis and correction of errors by the provision of the following services by help desk technicians sufficiently qualified and experienced to identify and resolve the Customer ’s support requests: (i) email assistance; (ii) remote services; and (iii) access to technical information on the Supplier’s website for proper use of the Services; and 
4. Errors means any failure of the Services to operate in all material respects in accordance with this Agreement. 

2. The Supplier shall: 

1. Use commercially reasonable efforts to respond to and resolve all support requests; 
2. Provide Support Services to the Customer during all Support Hours by means of the email address support@ampotech.com; 
3. Provide the Customer  with online access to technical support bulletins and other user support information and forums, to the full extent the Supplier makes such resources available to its other customers; and  
4. At its sole discretion, provide out-of-scope services to the Customer . 

Part 2: Hardware 

1. The Supplier shall perform all Hardware support services during the Hardware support hours throughout the Hardware support period, where: 

1. Hardware support hours means 9:30am to 6:30pm Monday through Friday, excluding public holidays; 
2. Hardware support period means the Term (stipulated in the Agreement); 
3. Hardware support services means on-site troubleshooting, rectification, including but not limited to hardware replacement and configuration and any other work that will help to recover the data transmission from Hardware to AmpoCloud.  

In the event of a disruption, the IT Operation or Technical Support team is responsible for: 

• Detecting and resolving the issue immediately. 
• Informing customers/partners about the resolution timeline. 
• Complying with the response and resolution times outlined in the SLA (Service Level Agreement), depending on the severity of the issue. 

Handling data loss: 

• Prevention: The system has policies for regular backups (daily, weekly) and real-time backups to minimize the risk of data loss. 
• Recovery: If data loss occurs, the technical team will restore data from the most recent backup. In case of unforeseen losses, customers/partners will receive direct support to minimize the impact. 

How long does it take to resolve system issues? What happens if the issue is not resolved on time?

Part 1: AmpoCloud 

The Customer  shall include in each support request, a description of the reported fault and the time the Customer first observed the fault. 

The Supplier shall communicate the initial response to the Customer and/or other Customer entities, and thereafter provide the Customer and/or other Customer entities a response, within the recovery time period (set out in the table below): 

Part 2: Hardware 

Supplier shall provide the following Hardware support services once the Customer reports a case for maintenance service. The cost for each case is stipulated in Agreement. 

• The Supplier shall thereafter provide Customer and/or other Customer entities an initial response, arrival on-site and resolution within the respective time periods set out in the table below. If the site requires any access permit(s), consents or authorisations, the time periods for “Arrival on-site” and “Resolution of Fault” shall be extended by the length of time required by the Supplier to either acquire such permit(s), or to receive the necessary consents or authorisations to proceed.  

• Depending on different types of system error, the time needed to resolve the issues are different. From our experience, most of the issues could be addressed in a very short time which is under the guarantee of SLA defined. In case a difficult situation is faced, and the team may need more time to resolve, the impacts are clearly defined in the SLA. In particular, please refer to clause SLA (Service Level Agreement):
• Alternative measures if the issue is not resolved on time:
  The failover system will be activated to maintain service operations while the primary issue is being addressed.