Effective Date
Effective Date: June 2, 2026
1. Overview
This Service Level Agreement ("SLA") describes the support processes, response objectives, and service expectations applicable to services provided by Movaci Co., Ltd. ("Movaci", "we", "us", or "our") to its customers ("Client", "you", or "your").
This SLA forms part of Movaci's legal framework and should be read in conjunction with our Terms of Service, Privacy Policy, Acceptable Use Policy, and any applicable Master Services Agreement ("MSA"), Statement of Work ("SOW"), or other written agreement. In the event of a conflict, the applicable signed agreement shall prevail.
2. Scope
This SLA applies to support and operational services provided by Movaci, including but not limited to:
Service-specific response commitments may be defined in separate agreements.
- •Managed IT Services
- •Managed Security Services
- •Cloud and Hosting Services
- •Secure Communications Services
- •Network Services
- •Virtual CIO (vCIO) Services
- •Consulting Services
- •Service Desk and Technical Support Services
- •Other services expressly provided by Movaci
3. Support Channels
Movaci provides support through the following channels:
For tracking and auditing purposes, all support requests must be associated with a valid Movaci ticket number.
- •Service Desk Portal
- •Telephone Support
- •Email Correspondence
- •Other approved communication channels as designated by Movaci
4. Business Hours
Unless otherwise specified in a written agreement, standard support is provided during Movaci business hours:
Monday through Friday, 08:30 to 17:30 (GMT+7)
Excluding Thai national holidays and company-observed holidays.
Clients with after-hours, extended-hours, or 24/7 support coverage should refer to their applicable service agreement.
5. Ticketing Requirements
All incidents, service requests, changes, and support inquiries must be submitted through Movaci's Service Desk.
Clients should:
Movaci may delay or suspend work when sufficient information is not available to diagnose or resolve an issue.
- •Provide accurate and complete information regarding the issue.
- •Cooperate with troubleshooting and remediation activities.
- •Maintain current contact information.
- •Ensure authorized representatives are available when required.
6. Response Objectives
Response times represent target acknowledgment times and are not guarantees of resolution.
Resolution times vary based on complexity, vendor dependencies, client responsiveness, and other operational factors.
- •P1 - Critical: Complete service outage, major security incident, or severe business impact. Target initial response: within 2 hours.
- •P2 - High: Significant degradation affecting multiple users or business functions. Target initial response: within 4 business hours.
- •P3 - Medium: Individual user issue or non-critical service impairment. Target initial response: next business day.
- •P4 - Low: General request, information request, or routine administrative task. Target initial response: within 2 business days.
7. Scheduled Maintenance
Movaci may perform scheduled maintenance, upgrades, security updates, or infrastructure changes as necessary to maintain service reliability and security.
Where practical, Movaci will provide advance notice of planned maintenance activities. Emergency maintenance may be performed without prior notice when required to protect service availability, security, or operational integrity.
8. Service Exclusions
This SLA does not apply to:
- •Client-owned equipment not managed by Movaci.
- •Third-party products or services outside Movaci's control.
- •Internet, telecommunications, cloud platform, or utility provider outages.
- •Force majeure events.
- •Security incidents caused by Client actions or policy violations.
- •Requests outside the scope of the applicable service agreement.
9. Escalations
If a Client believes an issue requires management review, the Client may request escalation through the Service Desk and reference the applicable ticket number.
Movaci will review escalated matters and assign appropriate management resources based on severity, impact, and contractual obligations.
10. Reporting and Service Review
Clients receiving managed services may receive periodic service reports, which may include:
Report content and frequency may vary by service plan.
- •Ticket activity and trends
- •Incident summaries
- •Service availability information
- •Security event summaries
- •Operational recommendations
11. SLA Modifications
Movaci may update this SLA from time to time. The most current version will be published at: https://movaci.com/legal/sla
Continued use of Movaci services following publication of an updated SLA constitutes acceptance of the revised terms.
12. Contact Information
For support, service requests, or escalations, Clients should contact the Movaci Global Service Desk through the approved support channels associated with their service agreement.