Service & Support Commitments

Note: This Service & Support Commitments document forms part of the KRIS Terms of Service and should be read together with it.

 

Last Updated Date: 1 September 2025

 

SQL View provides two levels of support aligned to customer subscription tiers: KRIS Lite / Plus and KRIS Enterprise. These commitments ensure that customers receive timely technical support and dependable access to our services, with enhanced commitments available for enterprise subscribers.

 

Our Service & Support Commitments are structured into two key areas:

  • Technical Support Services (TSS) – access to helpdesk resources, troubleshooting, and resolution pathways tailored to the subscription tier.
  • Service Availability (SLA) – commitments to reliable uptime, transparent measurement, and remedies in the event of service interruptions.

 

1. Definition

To ensure clarity in interpreting SQL View’s Service and Support Commitments, the following terms are defined as follows (unless the context otherwise requires):

a. “Operating Hours” means the period during which the Service is intended to be available, which is 24 hours a day, 7 days a week, including weekends and public holidays, subject to scheduled Maintenance Time and Downtime exclusions.

 

b. “Available” or “Availability” means that the Customer’s account is active and enabled, with reasonable access to the Service provided by SQL View, subject to the exclusions defined under “Downtime.”

 

c. “Downtime” means the total accumulated minutes during which the Customer is unable to access the Service due to SQL View’s infrastructure or platform issues. Downtime does not include interruptions resulting from any of the following:

(i) Customer-Related Issues

    • Failures in the Customer’s own hardware, software, or network environment
    • Bandwidth or connectivity limitations imposed by the Customer
    • Customer’s acts, misconfigurations, or omissions

(ii) Third-Party Issues

    • Failures caused by the Customer’s own Internet service provider
    • Widespread systemic Internet failures beyond SQL View’s control
    • Third-party vendor services integrated or enhanced with the Service

(iii) Other Exclusions

    • Scheduled Maintenance Time
    • Force Majeure events
    • Any factors outside SQL View’s reasonable control

 

d. “Maintenance Time” means the periods during which SQL View may perform planned maintenance, updates, or upgrades to improve the performance, stability, or security of the Service. SQL View will use commercially reasonable efforts to schedule Maintenance Time outside of business-critical hours, which are defined as 9:00 am to 6:00 pm Singapore time, Monday to Friday. SQL View will notify Customers in advance whenever practicable.

 

e. “Service Credit” means a financial credit, denominated in SGD dollars, applied to the Customer’s account as compensation if SQL View fails to meet its service availability commitment for a given month. Service Credit is not cash refund and will only apply against future invoices for the Subscription Service.

 

f. “Unavailable” or “Unavailability” means that the Service is not accessible or usable by the Customer due to SQL View’s fault, excluding any Downtime exceptions as defined above.

 

2. Technical Support Services (TSS)

Technical Support Services are provided with all paid subscriptions. For Enterprise customers, support begins immediately upon project sign-off. For Lite and Plus Customers, support begins upon SQL View’s receipt and confirmation of the Customer’s purchase.

 

2.1. Scope of Support

SQL View provides assistance to ensure the Services operate as intended. Support includes troubleshooting, guidance, and issue resolution during regular business hours (8:30 am – 5:30 pm Singapore time, Monday to Friday, excluding weekends and public holidays).

 

2.2. Access to Support

Customers can reach SQL View through the following channels:

Our support team will review the request, attempt workarounds where applicable, and escalate critical issues when necessary.

 

2.3. Response Times

SEVERITY

DEFINITION

ENTERPRISE RESPONSE

1 – CRITICAL

Service unavailable, no workaround

2 business hours

2 – HIGH

Major function degraded, workaround available

4 business hours

3 – STANDARD

Minor/intermittent issues

1 business day

 

For Lite/Plus Customers: All issues are acknowledged within 1 business day and resolved on a best-effort basis as quickly as possible.

 

2.4. Exclusions

Support Services do not include:

(i) Errors caused by Customer misuse or unauthorized modifications

(ii) Fine-tuning or enhancements outside scope of standard support

(iii) Data recovery, unless the loss is due to a product defect

(iv) Virus infections on Customer hardware (applicable only to On-Premise Customers)

(v) Issues related to non-qualified devices, third-party software, or unsupported operating environments

(vi) Onsite support (unless purchased separately).

 

2.5. Optional Chargeable Services

(i) Consulting Services: For integration, migration, or performance tuning.

(ii) Onsite Support: Available at prevailing rates.

  • Standard Hours: 9:00 am – 6:00 pm (Mon–Fri).
  • After-Hours: 1.5x–2x surcharge depending on timing.
  • Minimum Charge: 4 hours per onsite visit.

 

3. Service Availability

SQL View is committed to providing Customers with reliable access to its cloud-based Services. As part of this commitment, SQL View targets a monthly service availability of 99.5%, measured on a calendar-month basis

 

3.1. Availability Commitment

Service availability is measured at the platform level and does not include downtime caused by scheduled maintenance, issues originating from Customer’s own systems or internet connectivity, or events beyond SQL View’s reasonable control (e.g., force majeure incidents).

 

3.2. Service Credit

If Customers experience unavailability, degraded performance, or other failures caused by SQL View’s infrastructure, SQL View will use commercially reasonable efforts to restore the Services promptly.

Where downtime materially impacts service availability below the committed threshold (99.5% monthly availability), Customers may be eligible for Service Credit. Service Credit provides a reduction against future subscription fees and serves as the Customer’s sole and exclusive remedy for service unavailability or non-performance attributable to SQL View.

Service Availability of a Platform

Service Credit

< 99.5% ->= 95.0%

5% of the monthly fee

< 95.0%

15% of the monthly fee

 

3.3. Eligibility for Service Credit

To qualify for a Service Credit, the following conditions must be met:

(i) A support ticket must be opened within two (2) business days of the service interruption to document the incident and begin the verification process

(ii) The Customer’s account must be in good standing, with all invoices paid and current.

 

3.4. Claim Submission

The Customer must submit a written claim to SQL View within five (5) business days of the service interruption by opening a support ticket. The claim must include the following information:

(i) Subject line: “Claim Notice – [Customer Name]”

(ii) Date of the Downtime event

(iii) A point of contact and an estimated number of users affected

(iv) Estimated amount of actual Downtime

(v) Ticket number for the documented event

 

3.5. Verification Process

SQL View will review and confirm the details of the claim within five (5) business days of receipt. If SQL View cannot verify the reported Downtime, the matter will be escalated to designated executives of both parties for resolution in good faith.

 

3.6. Service Credit Application

If SQL View confirms the Service was unavailable or out of compliance, the Customer will be granted Service Credit as described in Section 2.2 for the affected month.

 

3.7. Credit Issuance

Confirmed Service Credit will be reflected in the Customer’s next invoice. Service Credit is only available to accounts that are in good standing with all invoices paid and up to date.