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
Clearly define what you support:
Koha ILS
DSpace
EPrints
integrations done by Lemonjar
Also define what is NOT included:
third-party systems not implemented by you
client hardware/network issues
Support Hours
Monday – Friday
9:00 AM – 6:00 PM (GMT+8)
Optional:
emergency support (case-by-case)
Incident Classification (Important)
| Priority | Description |
|---|---|
| Critical | System down, no access |
| High | Major function unavailable |
| Medium | Partial issue |
| Low | Minor request / UI issue |
Response Time (SLA)
Note: Resolution time depends on complexity, system environment, and third-party dependencies.
| Priority | Response Time |
|---|---|
| Critical | Within 4 hours (business hour) |
| High | Within 8 hours (business hour) |
| Medium | Within 1 business day (business hour) |
| Low | Within 2–3 business days (business hour) |
Client Responsibilities
- provide server access
- provide logs / 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 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.