Managed Services Agreement

Last Updated : Oct 2025

Introduction
This Managed Services Agreement ("Agreement") outlines the terms and conditions for the managed services provided by Web Temple ("We," "Us," "Our") to our customers ("You," "Your"). By using our managed services, you agree to the terms outlined in this Agreement.

1. Scope of Services

   1. Included Services:

      • Server monitoring and maintenance

      • Backup management and disaster recovery planning

      • Security updates and patch management

      • Performance optimization and troubleshooting

   2. Excluded Services:

      • Support for third-party applications or custom configurations not pre-approved by us

      • Development or coding tasks unless specifically outlined in a service agreement

      • On-site support (unless specified)

   3. Custom Services:

      • Additional services may be added through a mutually agreed Statement of Work (SOW).

2. Service Availability

   1. Support Hours:

      • Support is available during business hours: 9:00 AM – 6:00 PM, Monday to Friday, excluding public holidays in Kuala Lumpur, Malaysia and Singapore.

      • Emergency support is available 24/7 for critical issues such as server outages.

   2. Response Times:

      • Initial response within 2 hours for critical issues.

      • Initial response within 8 hours for non-critical issues.

   3. Resolution Times:

      • Critical issues will be resolved within 8 - 24 hours, subject to complexity.

      • Non-critical issues will be resolved within 3 business days.

3. Customer Responsibilities

   1. Access and Cooperation:

      • Provide authorized access to systems and accounts required for service delivery.

      • Cooperate with our team to facilitate issue resolution.

   2. Compliance:

      • Ensure your systems comply with applicable legal and regulatory requirements.

      • Maintain valid licenses for third-party software used on your systems.

   3. Data Backup:

      • While we manage backups, you are encouraged to maintain additional offsite backups for critical data.

4. Fees and Payment

   1. Service Fees:

      • Fees for managed services are outlined in your invoice or service agreement.

   2. Payment Terms:

      • All managed services require either full advanced payment or 50% deposit upfront with the remaining 50% balance due upon completion, unless otherwise specified in the service agreement.

      • Invoices are due immediately upon issuance unless explicitly stated otherwise.

      • Late payments may result in suspension of services.

   3. Additional Charges:

      • Services outside the scope of this Agreement may incur additional charges, as detailed in an SOW.

5. Limitations of Liability

   1. Force Majeure:

      • We are not liable for service interruptions caused by events beyond our control (e.g., natural disasters, cyberattack, third-party failures).

   2. Third-Party Software:

      • We are not responsible for failures or vulnerabilities in third-party software or systems.

   3. Liability Cap:

      • Our total liability is limited to the amount paid by you for the affected services in the preceding 12 months, provided the service remains active and has at least six (6) months prior to its expiry date.

6. Termination

   1. Termination by Customer:

      • You may terminate this Agreement with 30 days’ written notice.

   2. Termination by Web Temple:

      • We may terminate this Agreement for non-payment, breach of terms, or other valid reasons with 7 days’ notice.

   3. Post-Termination Obligations:

      • Upon termination, we will provide data backups for up to 30 days, limited to data managed or controlled by us only.

      • All outstanding payments must be settled.

7. Amendments

   1. Policy Updates:

      • This Agreement may be updated to reflect changes in our services or legal requirements. Customers are advised to review this Agreement on our website periodically to stay informed of any changes.

      • While not obligated, we may provide notifications of significant updates as a gesture of goodwill.

Contact Us
For questions or concerns about this Managed Services Agreement, contact us at:

• Get in Touch Form (via our website)
• Phone: +603 7958 2808 (Malaysia), +65 9777 2808 (Singapore)
• Mobile & Messenger App: +60 11 1885 2808 (Malaysia), +65 9777 2808 (Singapore)

Acknowledgment
By using our managed services, you acknowledge that you have read, understood, and agree to this Managed Services Agreement.