Legal & Support
Support & Service Level Agreement
Overview
This document outlines the support services and service level commitments provided by Lemonjar Software Media Sdn. Bhd. for Koha, DSpace, and EPrints systems.
Scope of Support
Covered systems:
- Koha ILS
- DSpace
- EPrints integrations done by Lemonjar
Not included:
- Third-party systems not implemented by Lemonjar
- Client hardware/network issues
Support Channels
- Email: support@lemonjar.com.my
- Helpdesk (coming soon)
Support Hours
Monday – Friday | 9:00 AM – 6:00 PM (GMT+8)
Optional: emergency support available on a case-by-case basis.
Incident Classification
| Priority | Description |
|---|---|
| Critical | System down, no access |
| High | Major function unavailable |
| Medium | Partial issue |
| Low | Minor request / UI issue |
Response Time (SLA)
| Priority | Response Time |
|---|---|
| Critical | Within 4 hours (business hours) |
| High | Within 8 hours (business hours) |
| Medium | Within 1 business day |
| Low | Within 2–3 business days |
Note: Resolution time depends on complexity, system environment, and third-party dependencies.
Client Responsibilities
- Provide server access
- Provide logs and screenshots
- Ensure infrastructure readiness
Exclusions
- Issues caused by client modifications
- Unsupported plugins
- Third-party integrations not managed by Lemonjar
Escalation
If an issue is not resolved within the expected time, it may be escalated to senior technical personnel.
Service Availability Disclaimer
Lemonjar does not guarantee uninterrupted service availability due to factors beyond its control, including network outages and third-party services.