Service Level Terms

A. APPLICATION

These Service Level terms shall be applied to manage the maintenance of LOCUS-T Client’s Landing Page/Website/Minisite Design and Development.

1. These terms shall supplement the Master Service Agreement.
2. LOCUS-T may modify the terms here from time-to-time and in such an event will notify the Client by email. The notification will set out the effective date of any changes.

B. PROJECT MANAGEMENT SERVICES

Project Management Services refer to the planning, follow-ups and monitoring work carried out in accordance with the defined work schedule and methodology. For effective project management, the following measures shall be adopted:

1. Project Schedule
   LOCUS-T’s Project Schedule shall be used to track the status of deliverables, changes in requests and the overall delivery timeline of the project. The project schedule enables tasks and relationships to be defined, resources to be assigned to tasks, and planned and actual progress of an incident or request to be compared.
2. Client Brief Form [CBF]
   CBF is the blueprint of a project used to synchronise all the stakeholders involved. It outlines the scope and objectives of the project, its processes and the expected end-results. It is useful in managing expectations and keeps all the parties aligned with the agreement set at the beginning of the project.
3. Off-site Checkpoint Meetings
   Off-site checkpoint meetings between LOCUS-T and the Client shall be carried out on a need basis. These sessions will be used to resolve issues relating to complex problems and confirm those issues that require more than 8 hours of work for resolution. LOCUS-T reserves the right to choose the mode of support such as a Phone call, Video conferencing or any other method of communication and impose charges for additional requests for off-site meetings which are out of the generally agreed services.
4. Scheduled Meetings
   Scheduled Meetings shall be based on the agreed schedule between the Client and LOCUS-T prior to the start of a project according to the signed service package.
5. Project Coordinator
   Clients are required to assign a Project Coordinator and a Technical Advisor who act as a coordinator, advisor and point of reference. This person acts as the primary point of contact for LOCUS-T in communicating changes, requests and management of the entire project objective and outcome.
   a) LOCUS-T reserves the right to suspend projects that are delayed beyond thirty (30) days due to delay in submission of material, contents, images, and any other relevant information pertinent to the development and execution of the said project.
   b) LOCUS-T shall give due notice to the Client prior to the suspension of any projects.
   c) In the event of project delays attributable to Client beyond period ninety (90) working days, LOCUS-T reserves the right to terminate the project.
6. Reinstatement Fee
   There will be a charge of RM500.00 as reinstatement fee for the project that has been suspended.
7. The price stated in the Order shall be an estimate based on a qualified estimate of the number of hours required to provide the Services. This is an estimate only and Services shall be invoiced in accordance with the actual number of hours spent following the price set out in the Order or Quotation. In the event that the price is not stipulated, the Client shall be charged at an hourly rate based on best practice. LOCUS-T shall be obliged to update the estimates and budgets on an ongoing basis following, among other things, changes made to the Order.

C. LANDING PAGE / WEBSITE / MINISITE MAINTENANCE SERVICE

1. LOCUS-T shall perform all tasks necessary in maintaining the Clients’ Website/Landing Page and Minisite and ensure that they are up to date and in good order throughout the contract period.
2. Maintenance Services are only applicable for Website, Landing Page and Minisite developed and hosted by LOCUS-T.
3. Maintenance of Landing Page is only applicable throughout the advertising period and does not require the use of any credit.
4. Maintenance Services shall be calculated on a 12-month basis for Website Services only.
5. For the avoidance of doubt, the maintenance, support and helpdesk services are only available to Clients who have engaged LOCUS-T’s Landing Page/Website/Minisite Maintenance Service and whose subscription for the service is still valid and has been renewed. LOCUS-T will not provide any maintenance, support and helpdesk service to Clients who do not engage or renew the annual Landing Page/Website/Minisite Maintenance Service of LOCUS-T or whose Landing Page/Website/Minisite Maintenance Service with LOCUS-T has expired or terminated.
6. Clients shall deal directly with third-party service vendors such as payment gateways and logistical services.
7. During the term of the Services, the Client agrees that it shall not update, change or configure the settings of the Landing Page/Website (including but not limited to CMS (Content Management System) version and coding) without LOCUS-T’s prior written consent.
8. The fully-developed website is to be published within the time frame as follows:
   a) Ten (10) working days for Lite Package & E-Startup;
   b) Twenty-Five (25) working days for Creative Package
   c) Thirty-Five (35) working days for On-Boarding Package & E-Professional Package;
   d) Forty-Five (45) working days for Standard Package.
   Clients shall be required to revert to Locus-T within a reasonable period, failing which, the website shall be put on hold. Clients shall be responsible for any and all additional cost incurred for any further changes per time.
9. Credits & Change Requests:
   a) Credit is a form of point system used to claim for changes required after a website has been published. The scope of changes is prescribed in Paragraph 7(g)- “Types of Maintenance Service”.
   b) The time stipulated to process utilisation of Credits, addressing change request and/or any general enquiries will be based on Priority Levels as listed in Paragraph 7(h) – “Response Time Guideline”
   c) The use of credit(s) is for Website and Minisite services only.
   d) The use of credit will be based on the “Scope of Service”. One (1) credit can be used for one or more scope(s) per submitted request. Any new request made thereafter will require another additional credit from the Client.
   e) LOCUS-T reserves the right to reject any request for a change in the event the Client runs out or credit or refuse to purchase additional credit prior to commencement of work.
   f) Additional credits can be purchased separately within the maintenance service contract.
   g) Credits are non-refundable and non-transferable to any person/entity or other services of LOCUS-T.
   h) Credits are included for yearly Website/Minisite Maintenance period with a validity of twelve (12) months.
10. Types of Maintenance Services:
    

    Website (including CMS & Plugins Updates)	Landing Page	Minisite
    PERIOD OF SERVICE: - Usage of credit - Yearly basis	PERIOD OF SERVICE: - Campaign active period	PERIOD OF SERVICE: - Usage of credit - Yearly basis
    SCOPE OF SERVICE: Content & Information Replacement Slider Banner & Image Replacement Media & Link Replacement Web Form updates Complimentary web banner design depending on the package	SCOPE OF SERVICE: Content & Images Replacement on the advertised product or service Content enhancement based on campaign performance	SCOPE OF SERVICE: Content & Information Replacement Slider Banner & Image Replacement Media & Link Replacement
    NOT INCLUDED: Changes on the colour theme, structure layout, function New page/post/product/gallery creation New web form creation New functional features or sections	NOT INCLUDED: Changes/replacement on advertised product or service Changes on overall layout structure & design	NOT INCLUDED: Changes on overall layout structure & design

    a) The above items will take approximately 1 to 3 business days to complete, subject to the volume of enquiries submitted by the Clients.
    b)Credits will NOT be deducted for Server Error and general enquiries on Email, Domain & Hosting, and CMS guidance.
    c) The above-excluded items will be categorized as enhancements. Additional cost will be imposed based on the volume of the requested item.
    d) Content and materials required from clients are listed in the table below:
    Image replacement:
    – High-resolution image(s) in .JPG, .PNG, .TIF or .PSD format with clear replacement instruction.
    Content replacement:
    – Content that can be copied in .DOC, .TXT or .PDF. format.
    Slider/ banner replacement:
    – Design in editable PSD format.
    Google Map replacement (Not applicable for Minisite):
    – Map link or GPS coordinates.
    Video replacement:
    – Upload videos to YouTube or Vimeo and provide LOCUS-T with the hyperlink.
    Lightbox/popup content (not applicable to Minisite):
    – Additional items on the current content with lightbox or popup.
    PDF replacement (not applicable to Minisite):
    – Optimized PDF files for replacement.
    Forms (not applicable to Minisite):
    – Modification on the existing web form format and fields.
11. Upon publishing of Client’s relevant services, all enquiries and requests for improvement and amendments will be attended to by the Technical Support Team as prescribed in the table titled “Response Time Guideline” below.
12. RESPONSE TIME GUIDELINE
    

    Service	Scope		Response Time (Business Hours)	Resolution Time (Business Hours)
    Landing Page / Minisite	Content & Image Replacement of the advertised product or service Content enhancement based on campaign performance Web Form delivery Web Application Error Export Leads Minor layout adjustment		Within 8 hours	Within 3 Working Days
    	Changes/replacement on advertised product or service Changes on overall layout structure & design New or enhancement of functional features		Within 8 hours	Within 7 Working Days
    Website Maintenance	Content & Information Replacement Slider Banner & Image Replacement Media & Link Replacement Web Form updates/delivery Minor layout adjustment Core files & plugins update User Account Management Website Restoration Web Application Error		Within 8 hours	Within 3 Working Days
    	Changes on the colour theme, structure, layout or function New page/post/product/gallery creation New web form creation New or enhancement of functional features or sections		Within 8 hours	Within 3 Working Days
    	1 to 3 web banners design		Within 8 hours	Within 3 Working Days
    	4 to 6 web banners design		Within 8 hours	Within 5 - 6 Working Days

    a) “Response Time” is the initial response time to Clients’ official issue/request. Initial “Response Time” does not warrant a solution or remedy to the issues raised.
    b) ‘Resolution Time” is the time taken to remedy or provide the solution to Clients’ official request/issues. The actions that support the process of “Resolution Time” shall only commence from the time a clear description of the issue is provided to LOCUS-T.
    c) The availability of support services on a non-business day or non-business hours is at LOCUS-T’s sole and absolute discretion and based on its reasonable endeavour.
    d) In the event the Client requires any additional services (including but not limited to excessive troubleshooting and error correction of scripts arising from the default or breach of the Client), subject to LOCUS-T’s availability, LOCUS-T may provide such additional services to the Client upon receipt of such additional fees as may be imposed by LOCUS-T.
13. Payment, Renewal of Services and Termination
    a) Invoice for the annual maintenance website/minisite services (excluding Landing Page) will be issued on a yearly basis
    b) Landing Page maintenance will continue from the point of payment throughout the PPC campaign activation period.
    c) LOCUS-T reserves the right to suspend and/or terminate any service (as LOCUS-T shall determine in its absolute discretion) in the event the Client fail/refuse/neglect to pay LOCUS-T the annual maintenance renewal fee for the relevant one-year period.
    c) For Clients who do not renew maintenance services, LOCUS-T shall remove/delete the Client’s source file from the server.
    d) In the event the Client wishes to terminate the Maintenance Service during the term/period of the Maintenance Service, the Client shall send a notice in writing thirty (30) days prior to the intended termination date to LOCUS-T. All amounts paid and expenses incurred for the Client’s Maintenance Service shall not be refundable in all circumstances.
    e) In the unlikely event of the website being compromised or attacked, LOCUS-T will restore the website within 1 working day from the latest backup. The Client must request in writing to LOCUS-T via email.
    f) The stored content will be removed after 90 days upon the end of the campaign or suspension of the web hosting service,

D. HOSTING SERVICE

1. Hosting Service includes Web Hosting, Data Transfer and Backup.
   a) Web Hosting – Web hosting is an online service that enables you to run your website, web application and email on the internet.
   b) Data Transfer – Data transfer is the total amount of web and email data to be transferred in a month.
   c) Backup – Backup is performed on a daily basis. Data backup includes web files, email & database.
2. The Client acknowledges that during the term of the Hosting Service:
   a) In the event that performance on a server is compromised due to excessive demands by the Client’s website, LOCUS-T may suspend or terminate the account in question or request that the Client migrates the current web hosting plan to one that is more compatible.
   b) For Platinum Hosting Packages, Clients shall have unlimited data transfer in accordance to needs to operate the website normally, subject to the condition that the Client’s website resource requests do not negatively impact the performance of the server, including other websites hosted on the server.
   c) For Gold Hosting Packages, the data transfer is limited to 100GB per month.
   d) LOCUS-T’s server backup activities are for LOCUS-T’s sole purpose only.
   e) LOCUS-T is not responsible for files and/or data residing on the Client’s account. The Client is advised to maintain a backup copy of their data. In the event of data loss, Client can request for data restoration service (with charges) through official email request from an authorized email address.
   f) LOCUS-T WordPress website backup is included as part of the service that will automatically backup Clients website on an ongoing basis. This service is provided as-is and is without a warranty for data integrity.
   g) For Clients who wish to route the web traffic through the Cloudflare CDN, the Client shall be required to migrate their original nameservers to LOCUS-T’s designated name server.
   h) Any user account activities (forging message headers, send spam or bulk unsolicited messages) which causes or results in LOCUS-T’s IPs being blacklisted shall be immediately suspended and/or terminated.
3. Payment, Renewal of Service and Termination:
   a) Without prejudice to any right of LOCUS-T, all relevant Services shall be deemed terminated in the event the Client fail/refuse/neglect to pay the Fees for renewal within LOCUS-T’s prescribed period.
   b) The Web Hosting service shall be terminated after 90 days in the event the Client notifies LOCUS-T in writing that it does not wish to renew the Hosting Service upon the expiry of the term of the Hosting Service. LOCUS-T’s responsibilities, obligations and liabilities under the Web Hosting Service shall be deemed fully discharged and released upon the termination or expiry of the Web Hosting Service.
   c) In the event the Client wishes to terminate the Hosting Service during the term/period of the Hosting Service, all expenses incurred for the Client’s Hosting Service shall not be refundable in all circumstances.
   d) Invoice for the Web Hosting Service will be issued on a yearly basis; Clients’ accounts with unpaid invoices past the renewal date will be suspended until the account is brought current. The Client’s account (including Website or Email Accounts under the Web Hosting Service) shall be deemed terminated if it is suspended beyond [90] days.
4. Response Time Guidelines
   

   Category	Scope	Response Time Business Hours	Resolution Time Business Hours
   General	- Products, Services & Technical Enquiry	within 8 hours	24 hours
   Domain	- Registration - Renewal	within 8 hours	24 hours
   	- Transfer	within 8 hours	10 Working Days
   cPanel	- Account Management - Email Client Configuration - Email Hijack - DNS Settings - Data Restoration	within 8 hours	24 hours
   	- SPAM - Email Delivery - Web Application Error - Server Performance	within 8 hours	Up to 3 Working Days

   a) “Response Time” is the initial response time to Clients’ official issue/request. Initial “Response Time” does not warrant a solution or remedy to the issues raised.
   b)‘Resolution Time” is the time taken to remedy or provide a solution to Clients’ official request/issues. The actions that support the process of “Resolution Time” shall only commence from the time a clear description of the issue is provided to LOCUS-T.
   c) The availability of support services on a non-business day or non-business hours is at LOCUS-T’s sole and absolute discretion and based on its reasonable endeavour.

E. ACCOUNT ACTIVATION AND DEACTIVATION

1. The Client’s account shall only be deemed active upon receipt of payment from the Client according to the agreed payment terms as prescribed in the Service Order Form.
2. An account is considered deactivated upon the expiration of the contract period.
3. Progressive updates and backups shall only be carried out on active accounts. LOCUS-T shall not be held responsible for any loss of information, history, updates due to the Client’s oversight in upkeeping their payments in good time.
4. In the event of account suspension due to non-payment of Fees by the Client, the Client shall be allowed to reinstate its account status within thirty (30) days of suspension upon receipt of full payment and written approval by LOCUS-T. Reinstatement fees (RM100) may be imposed by LOCUS-T. Upon reinstatement, there shall be no variation to the original expiration date of the Client’s contract period.
5. The Client’s account shall be deemed terminated if it is suspended beyond ninety (90) days without any further written notice from Client.

F. SUPPORT AND HELPDESK

Support and helpdesk for fault and general reporting, maintenance and support request in connection with the maintenance of LOCUS-T services:

1. Technical Support*
   Email: [email protected]
   Telephone: +603 7947 3333
   * Whatsapp messages will not be entertained and is NOT considered as an official communication.
   Any other support related to our products and services:
2. Customer Care Support
   Email: [email protected]
   Telephone: +603 7947 3222
   Support Time: Monday to Friday: 9.00 am to 5.00 pm (excluding national public holidays)

Without prejudice to the foregoing, LOCUS-T may in its sole and absolute discretion provide helpdesk service outside its business hours on very unusual case based on its reasonable endeavour and subject to such charges as LOCUS-T may impose.