Gametize Pte Ltd Service Level Agreement

1. Service Level Agreement Overview

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) of GAMETIZE PTE LTD (“Gametize”) for the provisioning of services procured and dedicated support for the purposes of the Gametize Platform (“Platform”) and is adhered to in accordance with the quotation.

This Agreement remains valid and will supersede any and all other Service Level Agreements involving Gametize responsibilities and commitments pertaining to the Platform unless otherwise explicitly agreed upon by Gametize and the Client.

This Agreement outlines the parameters of all services and support covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

2. Goals & Objectives

The purpose of this SLA is to ensure that the proper elements and commitments are in place to provide consistent service, support and delivery to the Client by Gametize.

The objective of this Agreement is to obtain mutual understanding and agreement for platform warranty and service provision between the Gametize and Client.

The objectives of this Service Level Agreement are to:

1. Provide clear reference to service ownership, accountability, roles and/or responsibilities
2. Present a clear, concise and measurable description of service provision to the customer
3. Match perceptions of expected service provision with actual service support and delivery

3. Periodic Review

This (SLA) Service Level Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.

The Project Manager is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Project Manager will incorporate all subsequent revisions and obtain mutual agreements/approvals as required.

4. Service Level Agreement

The following detailed service parameters are the responsibility of the respective parties in the ongoing support of this Agreement.

5.1. Service Scope

Gametize warrants that the Platform at any point in time will perform all default capabilities as specified in the License Agreement (see Appendix 1). Should the Platform not perform as specified and produce errors (“Issues”), Gametize will acknowledge and provide timely resolution to such Issues raised by the Client(s) in accordance with our Default Resolution Matrix (Table 1).
Turnaround for Administrator CMS
Turnaround for End-user interface
Issues do not impact performance and core functionalities of the Platform
7 days
10 days
Issues impact certain features or may compromise experience, but do not impact performance and core functionalities of the Platform
4 days
7 days
Issues impact performance and core functionalities of the Platform, rendering the Platform unusable
2 days
5 days
Note: Days mentioned in lead time are business days from Monday – Friday.

For the avoidance of doubt, priority levels will be established internally before turnaround time is communicated to the Client. Please refer to Appendix 2 for a reference of how priority levels are established.

5.2. Client Requirements

Client responsibilities and/or requirements in support of this Agreement include:

  • Payment for all support costs at the agreed interval
  • Reasonable availability of Client when resolving a service related incident or request
  • Reasonable support including but not limited to specified privileges, resources and information to assist Gametize in carrying out its responsibilities
  • 5.3. Gametize Requirements

    Gametize responsibilities and/or requirements in support of this Agreement include:

  • Meeting response times associated with service related incidents
  • Appropriate notification to Client for all scheduled maintenance
  • Reasonable support including but not limited to specified privileges, resources and information to enable Client in utilising the Platform as intended
  • 5.4 Service Assumptions

    Assumptions related to in-scope services and/or components include:

  • Changes to services will be communicated and documented to all stakeholders
  • 6. Service Management

    Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

    6.1. Service Availability

    Coverage parameters specific to the service(s) covered in this Agreement are as follows: 
    Email support: Monitored 10:30AM to 7:30PM Monday – Friday.

    6.2. Service Requests

    In support of services outlined in this Service Level Agreement, Gametize will acknowledge receipt of service related incidents and/or requests submitted by the Client within the following time frames:

  • 0 – 8 hours (during business hours for issues classified as High priority)
  • Within 24 hours for issues classified as Medium priority
  • Within 3 working days for issues classified as Low priority

    Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request. By accepting the quotation issued by Gametize, the Client acknowledges and agrees to the terms set out in this Agreement.