Service Level (SLA)
Fort Digital Pte Ltd – Service Level Agreement (SLA)
Purpose
This Service Level Agreement (“SLA”) outlines the support services provided by Fort Digital Pte Ltd (“Fort Digital”) to customers with an active subscription, maintenance agreement, or support entitlement. This SLA defines service objectives only and does not constitute a guarantee of uninterrupted service, fixed response times, or resolution times.
Fort Digital shall use commercially reasonable efforts to provide support in accordance with this SLA.
Support Channels
Customers may contact Fort Digital through the following official support channels:
WhatsApp Support
https://wa.me/6581515000
Available 365 days a year.
This is the preferred and fastest support channel.
Messages submitted outside business hours will be reviewed based on urgency and engineer availability.
Email Support
support@fortdigital.com.sg
Available during business hours only.
Telephone Support
+65 6484 3863
Available during business hours only.
Fort Digital reserves the right to discontinue support provided through unofficial communication channels.
Business Hours
Unless otherwise agreed in writing:
Business Hours
Monday to Friday
9:00 AM to 6:00 PM (Singapore Time)
excluding Singapore Public Holidays.
Fort Digital may provide support outside business hours at its sole discretion without creating any obligation to continue doing so in the future.
Priority Classification
All support requests shall be classified solely by Fort Digital.
The customer’s assessment of urgency does not automatically determine the priority level.
Priority 1 – Critical
Examples include:
Complete outage of Fort Digital hosted production services.
SMS, WhatsApp, Email or Voice platform unavailable to all users.
Major system failure affecting business-critical operations.
Security incident requiring immediate investigation.
Priority 2 – High
Examples include:
Significant feature malfunction.
Partial degradation of service.
Major functions unavailable but workarounds exist.
Priority 3 – Normal
Examples include:
General technical assistance.
Configuration assistance.
User guidance.
Minor functional issues.
Report enquiries.
API implementation questions.
Feature clarification.
Priority 4 – Low
Examples include:
Training requests.
Enhancement requests.
Feature suggestions.
Cosmetic issues.
General consultation.
Fort Digital reserves the sole and absolute right to determine, upgrade, downgrade, merge or reclassify any support ticket at any time.
Response Time Objectives
The response times below are targets only and shall not constitute legally binding guarantees.
Priority Target Initial Response
Critical Within approximately 30 to 60 minutes during business hours
High Within approximately 1 to 2 business hours
Normal Within approximately 1 business day
Low As resources permit
Outside business hours:
Critical incidents will be attended to on a best-effort basis.
Non-critical matters will normally be attended to during the next business day.
Response times outside business hours are not guaranteed.
An initial response means acknowledgement of the issue and commencement of investigation. It does not mean that the issue has been resolved.
Resolution Time
Fort Digital does not guarantee any specific repair, workaround or resolution time.
Resolution depends on numerous factors including but not limited to:
Nature and complexity of the issue.
Cooperation from customer.
Third-party providers.
Telco operators.
Cloud providers.
Internet providers.
Hardware vendors.
Software vendors.
Government agencies.
External API providers.
Availability of replacement hardware.
Force majeure events.
Certain issues may require software updates, vendor fixes, hardware replacement or third-party intervention which are outside Fort Digital’s control.
After-Hours Support
Critical production outages may be attended to outside business hours on a commercially reasonable best-effort basis.
Examples include:
Production server unavailable.
Hosted platform inaccessible.
System-wide service interruption.
Major service failure affecting all users.
The following are generally not considered after-hours emergencies:
Training.
Password reset.
User administration.
Report requests.
API integration assistance.
Configuration guidance.
Feature enquiries.
New implementation assistance.
User mistakes.
Data entry corrections.
Enhancement requests.
These requests will normally be handled during the next business day.
Customer Responsibilities
Customers shall:
Provide sufficient information for troubleshooting.
Cooperate with Fort Digital engineers.
Perform requested testing where applicable.
Maintain supported operating systems and browsers.
Maintain stable Internet connectivity.
Keep backup copies of their own data.
Maintain compatible hardware and software.
Ensure authorised personnel are available when required.
Notify Fort Digital promptly after discovering any issue.
Failure to cooperate may delay support.
Exclusions
This SLA does not cover:
Customer network problems.
Customer Internet outages.
Customer firewall restrictions.
Customer DNS issues.
Customer hardware failures.
Customer power failures.
Mobile carrier issues.
WhatsApp or Meta platform outages.
SMS operator delays.
Email provider filtering.
Third-party software defects.
Operating system issues.
Browser incompatibility.
User errors.
Forgotten passwords.
Customer data corruption.
Virus or malware infection.
Cyber attacks against customer infrastructure.
Custom development unless separately contracted.
Requests beyond purchased scope.
Training beyond reasonable product usage.
Third-Party Dependency
Many Fort Digital services rely on third-party infrastructure including but not limited to:
SMS operators
WhatsApp (Meta)
Email providers
Cloud hosting providers
Internet Service Providers
DNS providers
Payment gateways
Government systems
API providers
Fort Digital shall not be liable for delays, interruptions, restrictions or failures arising from any third-party service beyond its reasonable control.
Maintenance
Fort Digital may perform scheduled maintenance, emergency maintenance or security maintenance without prior notice where necessary to maintain service integrity.
Where reasonably practicable, advance notice will be provided.
Maintenance periods are excluded from SLA measurements.
Fair Use
Support services are intended for reasonable operational assistance.
Fort Digital reserves the right to:
Prioritise customers based on operational impact.
Consolidate repetitive requests.
Request that multiple enquiries be submitted via email instead of instant messaging.
Limit excessive or abusive support usage.
Require additional professional service charges for requests outside normal technical support.
Communication Method
For audit and tracking purposes:
WhatsApp and Email are the preferred support channels.
Telephone conversations may require subsequent written confirmation.
Fort Digital may request issues to be reproduced in writing before investigation.
Limitation of SLA
This SLA describes service objectives only.
Failure to achieve any target response time shall not constitute:
breach of contract;
service failure;
admission of negligence;
entitlement to compensation;
entitlement to service credits;
entitlement to refund;
entitlement to terminate any agreement.
Modification
Fort Digital may amend, revise or update this SLA at any time by publishing the latest version on its website or otherwise notifying customers.
Continued use of Fort Digital services constitutes acceptance of the revised SLA.
Governing Principles
This SLA shall be interpreted in a commercially reasonable manner.
Fort Digital’s obligations under this SLA are based on commercially reasonable efforts and best-effort support. Nothing in this SLA shall be interpreted as creating strict liability, guaranteed availability, guaranteed engineer assignment, guaranteed response time, guaranteed resolution time, or unlimited support obligations.