SUPPORT POLICY

 

Support Policy

This Support Policy outlines how Mandrill Tech Sdn Bhd (“Mandrill”, “we” or “us”) provides support to its customers, including available support channels, operating hours, support procedures and Service Level Agreements (SLAs).

  1. Support Channels

    Mandrill supports three (3) official channels to handle all customer enquiries, feedback, and issues:

    • Email – Customers may email support@mandrill.com.my using their business email address registered with Mandrill. The email should include a clear subject line and a description of the enquiry or issue.
    • Live Chat – Customers can access the live chat function through the Mandrill web application portal or via a link on the Mandrill mobile app.
    • Phone Support – Customers may call +6017-558 6749 for urgent verbal communication.

  2. Standard Business Hours and Support Hours

    Mandrill provides 24/7 support, subject to the following conditions:

    • Mandrill’s standard business hours are Monday to Friday, from 9:00 AM to 6:00 PM (GMT+8), excluding Malaysian National and Selangor State public holidays. During these hours, all three (3) support channels are available and support is provided for all severity levels.
    • Outside of standard business hours, support requests may be submitted via email or live chat and will be treated as Medium severity by default. If you believe the issue is of Critical or High severity, please contact us via phone.
    • Support requests classified as Medium or Low severity that are submitted outside of standard business hours will be addressed on the next business day.

      Please refer to the Severity Classification section below for the definition of each severity level.

  3. Severity Classification

    Mandrill classifies reported issues into four (4) severity levels:

    • Critical – Severe operational impact; all services are unavailable/offline, or all users within your organization are unable to log in or use the system.
    • High – Significant operational impact; the system is partially usable with degraded performance or limited functionality. Multiple modules may be unavailable or returning incorrect results, and 40% or more of licensed users are affected.
    • Medium – Limited operational impact; most business operations remain functional. One module may be unavailable or returning incorrect results, or fewer than 40% of licensed users are affected. This category also includes cases where users are unable to perform configuration changes.
    • Low – Minimal or no operational impact; includes requests for information or assistance with product functionality, configuration, usability concerns, general enquiries, feedback, and suggestions. Also includes intermittent issues with available workarounds.

  4. Response-Time SLA

    Below is the table of Mandrill’s Standard Support Response-Time SLA (“Mandrill Support SLA” or “SLA”) for all customers via the three (3) official support channels. It shows each severity level and their corresponding maximum response time. "Response time" refers to the time taken for our support team to acknowledge your request.

    Severity Level Response Time Resolution Time
    (Workaround/Permanent Solution
    Critical 1 hour 5 Hours
    High 4 hours 2 Business Days
    Medium 1 Business Day 4 Business Days
    Low 2 Business Days 8 Business Days

    If we fail to meet the Mandrill Support SLA three (3) times or more within a calendar year, and you have fulfilled your obligations under this SLA, you will be eligible to receive the Service Credits described below. This SLA constitutes your sole and exclusive remedy for any failure by Mandrill to meet the stated response or resolution times.

    Number of SLA Failures in a Calendar Year Service Credits per Annum (Days of Service Added to the End of the Service Term at No Additional Charge)
    3 to 5 times 3
    More than 5 times 7

    To receive any service credits, you must notify us within thirty (30) days of becoming eligible. Failure to do so will result in forfeiture of entitlement. Service credits are not convertible to monetary compensation.

    The Mandrill Support SLA does not apply to:

    • Services that explicitly exclude this SLA as stated in their respective documentation.
    • Issues caused by force majeure, as defined in the “General” section of the Master Subscription Agreement.
    • Issues resulting from your or third-party equipment not under Mandrill’s control.
    • Connectivity or network issues on the customer’s side.
    • Any factors beyond our reasonable control.

     

  5. Server Planned Maintenance Window

    1. A planned maintenance window refers to scheduled infrastructure or service updates, including patching, bug fixes, and system maintenance for the web and/or mobile applications.
    2. To minimize user disruption, scheduled maintenance typically occurs between 11:00 PM and 5:00 AM (GMT+8). If maintenance is required outside this window, you will be notified in advance.
    3. Most maintenance operations do not require any action on your part. If user intervention is necessary, you will be notified accordingly.
    4. If scheduled downtime exceeds fifteen (15) minutes, affected users will receive email notification at least two (2) days in advance.
    5. Each notification will specify the exact expected downtime.
    6. In the case of unexpected maintenance, Mandrill will notify affected users via email at least one (1) hour before commencement.