This SLA defines the service availability, support commitments, backup standards, recovery objectives, and escalation procedures for Zento, a proprietary ERP and business operations platform by VISHTECH MX SDN. BHD.
Covered modules may include:
- HR & Payroll
- CRM & Sales
- Quotations, Invoices & Receipts
- Finance & General Ledger
- Inventory & Supplier Management
- Operations & Workflow Automation
- Dashboard Reporting & Analytics
- Administration & Access Control
The objective is to ensure predictable service quality for business-critical workflows.
VISHTECH targets 99.9% monthly uptime for the production environment, excluding scheduled maintenance, third-party failures, and force majeure events.
Uptime Formula
Uptime % = ((Total Minutes − Downtime) / Total Minutes) × 100
Exclusions from Uptime Calculation
- Scheduled maintenance windows
- Cloud hosting provider outages
- Internet service provider failures
- Client-side network or device issues
- Unauthorized client-side changes
- Third-party API outages
- Force majeure events
Scheduled maintenance may be performed for server upgrades, security patches, database optimization, infrastructure scaling, feature deployment, and backup restore testing.
Maintenance Notice
- Standard notice: 48 hours in advance
- Emergency security patching: as soon as practicable
- Preferred window: 11:00 PM – 4:00 AM (Malaysia Time)
All incidents are classified by severity to prioritize response and resolution effort.
Severity 1 – Critical
Production Impact
Examples: production environment inaccessible, payroll blocked, finance posting failure, data corruption risk.
Response: within 1 hour
Workaround: within 4 hours
Resolution: same business day
Severity 2 – High
Department Workflow Impact
Examples: department workflow blocked, supplier or inventory process failure, invoice generation issue.
Response: within 4 business hours
Resolution: 1 business day
Severity 3 – Medium
Partial Module Issue
Examples: report issue, partial module malfunction, approval workflow issue.
Response: within 1 business day
Resolution: 3–5 business days
Severity 4 – Low
Minor / Enhancement
Examples: cosmetic UI issue, enhancement request, user guidance request.
Response: within 2 business days
Resolution: next patch cycle
Standard Support
- Monday to Friday, 9:00 AM – 6:00 PM (Malaysia Time)
- Excluding Malaysia public holidays
Premium / Enterprise Support (Optional)
Available as separately quoted services:
- After-hours support
- Weekend emergency support
- Dedicated account manager
- WhatsApp priority escalation
- Faster incident SLA
Clients may contact VISHTECH support through:
- Support email
- WhatsApp support group
- In-app ticketing
- Phone call for Severity 1 incidents
- Scheduled Zoom / Google Meet sessions
Recommended contact: support@zento.com.my
Backup Standards
- Automated daily database backups
- Encrypted document and attachment backups
- Configuration snapshots
- Periodic restore testing
Retention Windows
- Daily backups: 7–30 days
- Weekly backups: 4 weeks
- Monthly snapshots: 3–6 months
Recovery Objectives
RTO — Recovery Time Objective
4–8 hours
Target time to restore service after a major failure
RPO — Recovery Point Objective
up to 24 hrs
Maximum potential data-loss exposure window
To receive SLA commitments, the Client must:
- Maintain active subscription and payment status
- Nominate key admin contacts
- Provide clear reproduction steps for reported issues
- Assign internal first-level support users
- Maintain stable internet and endpoint devices
- Avoid unauthorized database or server access
⚠️ Delays caused by incomplete information or lack of client cooperation may affect SLA timelines.
If issues exceed target timelines, escalation proceeds through the following levels:
Support Engineer
First point of contact for all reported incidents
Senior Technical Lead
Handles complex or unresolved technical issues
Project / Account Manager
Oversees client relationship and resolution commitment
Director / Management
Final escalation for critical unresolved incidents
Critical payroll, finance, and statutory reporting incidents receive highest priority.
For enterprise plans where specifically agreed in writing:
| Monthly Uptime |
Service Credit |
| Below 99.9% |
5% credit of monthly fee |
| Below 99.5% |
10% credit of monthly fee |
⚠️ Service credits apply only where expressly included in the signed quotation, MSA, or enterprise agreement.
Certain Zento features depend on third-party services, including:
- Cloud hosting
- Payment gateways
- WhatsApp APIs & SMS providers
- Biometric devices
- Email gateways & cloud storage providers
⚠️ This SLA does not apply to failures caused solely by such third-party services, although VISHTECH will assist with coordination and troubleshooting.
VISHTECH may improve this SLA as infrastructure, support maturity, and enterprise capabilities evolve. Material updates may be communicated through:
- Email or dashboard notices
- Support renewal agreements
- Annual maintenance renewal proposals
Continued use of Zento constitutes acceptance of the revised SLA.