My Digital ID Service Level Agreement

  • Define measurable service levels and performance targets
  • Establish clear roles and responsibilities
  • Provide a structured support and escalation framework
  • Ensure service reliability, accountability, and transparency
  • Support continuous service improvement in line with best practices

  • Incident: An unplanned interruption or degradation of service
  • Service Request: A planned or non-urgent request for information, access, or configuration
  • P1 / P2 / P3: Incident severity levels as defined in Section 7
  • Business Day: Monday to Friday, excluding public holidays
  • Downtime: Period during which the service is unavailable, excluding approved maintenance
  • Public Holidays: Defines as Malaysia Federal Public Holidays as per gazette under Malaysia Federal Public Holidays.

  • Digital identity–related system services – E-KYC and E-Verification applications
  • System availability and support
  • Incident and service request management
  • Maintenance and technical support coordination
  • All services are explicitly in relation to E-KYC and E-Verification application services
  • Operating system patches – Only for OS supporting E-KYC and E-Verification applications – Limited to Critical Patches and Security Vulnerability patches only

System Availability

24 x 7 x 365

Support Hours

  • Business Hours: 8:30 AM to 5:30 PM
  • P1 Incident - 24 x 7 x 365

Support Manager

Haziq Zainal (haziq@vitasis-tech.com)

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