Annex I - Service Level Agreement

 

This document constitutes the service level agreement between MMFA, ThitsaWorks and User MFI Name in regards to the Myanmar Microfinance Data Sharing Platform (MCIX).

​​

System Security and Availability

 

Availability

 

MCIX shall use reasonable endeavors to ensure that the up-time for the Hosted Services is at least 99.9% on a yearly basis, excluding planned system maintenance.

 

Back ups

​

MCIX creates a back up copy at least daily and ensures that each such copy is sufficient to enable MCIX to restore the system to the state they were in at the time the back up was taken.

 

Maintenance

 

MCIX regularly performs maintenance of its systems to ensure optimal performance. MCIX will schedule maintenance services that are likely to affect the availability of the MCIX system outside business hours or on non-business days. MCIX will notify the Members of any scheduled maintenance.

​

Support

​

MCIX will offer support on Myanmar business days (Monday to Friday, excluding bank holidays) within the office hours of 09:00 and 17:30 by email, Skype and telephone. During business hours, the response time will be within 4 hours. Outside of business hours, any support provided is on a best effort basis. MCIX will respond to urgent problems within one hour.

​

Support for MCIX can be reached at:

​