(1)  Metro Group  Pte Ltd , a company incorporated under the laws of Singapore with its registered office at ​116 Changi Road #04-03 WIS@Changi SG 419718 Singapore, and Unique Entity Number 201415107H  (the “ Supplier ”).


(A)  The Supplier offers a Software-as-a-Service solution known as MetroERP (the “ Services ”).


For the purpose of measuring the quality of service that the Supplier delivers, the Supplier is committed to the following:

(a)  The Supplier will provide at least 97.5% uptime access to the Software on a twenty- four hours a day, seven days a week (24 x 7) basis (“ Services Uptime Metric ”); and

(b)  the Services Uptime Metric commences on the “ Go Live Date ”, which is when your paid subscription with Metro Group Pte. Ltd. commences


The Services Uptime Metric will be measured using Uptime Monitor services. On a quarterly basis, the Services Uptime Metric will be measured using:

(a)  the measurable hours in the quarter (total time minus planned downtime, including maintenance, upgrades, etc.) as the denominator; and

(b)  the denominator value minus the time of any outages in the quarter (duration of all outages combined) as the numerator,

to give the percentage of available uptime. 

An “ outage ” is defined as when the website  is unreachable.


The Services Uptime Metric will not apply to performance issues caused by the following:

(a)  Overall Internet congestion, slowdown, or unavailability; 

(b)  Unavailability of generic Internet services due to virus or hacker attacks;

(c)  Events or circumstances that are outside the reasonable control of the Parties including acts of God, fire, explosion, typhoon, storm, earthquake or other similar occurrence, orders of acts of military or civil authority, or national emergencies, insurrections, riots, wars, strikes, or other force majeure events;

(d)  Actions or inactions of the Customer or third parties beyond the control of the Supplier; 

(e)  A result of the Customer equipment or third-party computer hardware, software, or network infrastructure not within the sole control of the Supplier; or 

(f)  Scheduled SaaS infrastructure maintenance.


The Supplier will provide a report on the Services Uptime Metric (“ Uptime Metric Report ”) to the Customer upon request. If the Customer disagrees with the Uptime Metric Report, written notice of the disagreement must be provided to the Supplier within seven (7) days of receipt of the Uptime Metric Report.


The Supplier will use commercially reasonable efforts to respond to problems with the Software detected by the Supplier and/or reported by the Customer, and provide a fix or workaround to the problem within 1 business day as defined in clause 7 below.


If the Supplier fails to meet the Services Uptime Metric in any quarter, the Customer will be entitled to service credits (“ Service Credits ”) as follows:


Quarterly services uptime



Service credits entitlement

Between 95% to 100%

Meet Goal


Between 85% to 94.99%


1 month free usage

Below 85%


1 day  additional  usage  for

each percentage drop


Service Credits are cumulative. The subscription fee for the next billing cycle will be reduced by the percentages set out above. Service Credits can only be applied against future payments otherwise due from the Customer, and will not entitle the Customer to any refund or payment by the Supplier. Service Credits are capped at 100% of the subscription fee payable for the next billing cycle.

Service Credits are cumulative. The Initial Term will be extended at no cost to the Customer according to the accumulated Service Credits. Any renewal of the term of the Services will be effective after all Service Credits have been fully utilised.

Service Credits cannot be transferred or applied to any account other than the Customer's own account. Service Credits are forfeited upon termination of this Agreement.


 Support hours are between 9 am to 6 pm. Total 8 hours per day, Monday to Saturday, excluding Sunday and Public holidays.

 The Customer may initiate a help request during the Support Hours by email: or use the other support widgets available.