The following Terms and Conditions apply to your use of any
website of ELABRAM SYSTEMS and/or any of its subsidiaries. Such
using this website, you agree to comply with these Terms and
Conditions. Please read them carefully before using this website.
If you do not agree with these terms then please do not use the
Use of Website
The purpose of this website is to provide you with our services
and general information. You must not breach any term of our
Acceptable Use Policy set out below.
Acceptable Use Policy
You may use the website only if you have the authority to form a
contract with ELABRAM SYSTEMS and are not restricted under any
applicable laws from doing so. You agree to use this website only
for lawful purposes in accordance with these terms and conditions
and in a way that does not infringe the rights of, restrict or
inhibit anyone else's use and enjoyment of this website.
Prohibited behaviour includes harassing or causing distress or
inconvenience to any person, transmitting obscene or offensive
content or disrupting the normal flow of dialogue within this
You must not;
send, upload, display or disseminate or otherwise make
available any unlawful, discriminatory, harassing, libelous,
defamatory, abusive, threatening, harmful, offensive, obscene,
tortious or otherwise objectionable material or otherwise
breach any laws.
display, upload or transmit material that encourages conduct
that may constitute a criminal offence, result in civil
liability or otherwise may breach any applicable laws,
regulations or code of practice.
interfere with any other person's privacy or use or enjoyment
of this website.
fraudulently or otherwise misrepresent yourself to be another
person or a representative of another entity or fraudulently
or otherwise misrepresent that you have an affiliation with a
person, entity or group.
mislead or deceive ELABRAM SYSTEMS, its representatives and
any third parties who may rely on the information provided by
you, by providing inaccurate or false information, which
includes omissions of information.
disguise the origin of any material transmitted through the
services provided by the website (whether by forging
message/packet headers or otherwise manipulating normal
send, upload or otherwise make available material which
infringes any intellectual or industrial property right of any
person (such as copyright, trademarks, patents, or trade
secrets, or other proprietary rights of any party).
send, upload, display or disseminate or otherwise make
available material containing or associated with spam, junk
mail, advertising for pyramid schemes, chain letters, virus
warnings (without first confirming the authenticity of the
warning), or any other form of unauthorised advertising or
send, upload or otherwise make available material containing
viruses, trojans or any other material designed to impair,
destroy or interrupt the performance of any hardware or
obtain unauthorised access to or interfere with the
performance of the servers which provide the services or any
servers on any associated networks or otherwise fail to comply
with any policies or procedures relating to the use of those
collect, whether aggregated or otherwise, data about other
users of the services.
This website may change from time to time. These changes and any
suspension, or modification of the website may be made at any time
without prior notice to you. We may also remove any content from
our website at our discretion.
We may gather information and statistics collectively about all
visitors to this Site which may include the information supplied
by you which will help us to understand our users thereby creating
a better employee administration process. We will not disclose
individual names or identifying information. All data will be in
aggregate form only. We believe this information helps us
determine what is most beneficial for our users and how we can
continually improve our online service. We may share this kind of
aggregate data with selected third parties to assist with these
purposes. Personal data is processed by us in accordance with our
This website's content, including the information and material,
names, images, pictures, logos and icons regarding or relating to
ELABRAM SYSTEMS or to third party products and services, is
provided as a general guide only on an "as is" and on an "is
available" basis. We make no representations or any kind of
warranty whatsoever (whether express or implied by law) to the
extent permitted by law, including the implied warranties of
satisfactory quality, fitness for a particular purpose,
non-infringement, compatibility, security, currency, completeness,
adequacy, suitability and accuracy.
Under no circumstances will ELABRAM SYSTEMS be liable for any of
the following losses or damage (whether such losses where
foreseen, foreseeable, known or otherwise):
- loss of data;
- loss of revenue or anticipated profits;
- loss of business;
- loss of opportunity;
- loss of goodwill or injury to reputation;
- losses suffered by third parties; or
any indirect, consequential, special or exemplary damages
arising from the use of this website regardless of the form of
ELABRAM SYSTEMS does not warrant that functions contained in this
website's content will be uninterrupted or error free, that
defects will be corrected, or that this website or the server that
makes it available is free of bugs, viruses, worms, Trojans or any
other computer code that may adversely affect any communications.
Submitting data to our website
By using our website, you have provided the information and files
that you submit through our website. Our website provides feature
that allow you to upload to store and share then with certain
individuals within you organization, we have no responsibility for
that activity. If you upload data on our website, you must ensure
that the details provided by you at that or at any other time are
accurate, up to date and complete.
We accept no liability for any unauthorised use of logins and
passwords. In order to prevent such fraud, you must keep your
password confidential and must not disclose it or share it with
anyone. If you know or suspect that someone else knows your
password, you should notify us immediately.
By using this site, you are solely responsible for any and all
occurrences, which includes maintaining up-to-date, correct,
accurate and complete information and uploading materials which do
not breach or infringe the Intellectual Property Rights of any
If we have reason to believe that there is likely to be a breach
of security or misuse of our website, we may require you to change
your password or we may suspend your account.
We may suspend or cancel your account immediately at our
reasonable discretion or if you breach any of your obligations
The suspension or cancellation of your account and your right to
use the website shall not affect either party's statutory rights
We may change these Terms and Conditions at our discretion and
without notice. Any updates and changes will be posted to this
SERVICE LEVEL AGREEMENT (SLA)
The Technical Support provisions below govern the procedures for
implementing technical support for each incident in using WMS.
Users are advised to read carefully the provisions of this
Technical Support, because it can have an impact either directly
or indirectly on the rights that will be obtained by users in
By installing, registering and/or using WMS, the user is deemed
to have read, understood and agreed to all the provisions in
this Technical Support without exception, including but not
limited to updates, additions and/or changes that from time to
time may be done by Elabram for WMS. This Technical Support is a
form of agreement set forth in a valid agreement between the
user and Elabram. If the user does not agree to any part or all
of the provisions in this Technical Support, then the user is
not allowed to use WMS.
- Elabram, is PT Elabram Systems.
- User, is a party that installs, registers and/or
- WMS, is a system created and developed by Elabram.
- Supporting Devices, is a device and/or
infrastructure needed for WMS to work, including but not
- a. Server;
- b. Computer Hardware;
- c. Application;
- d. Website;
- e. Dashboard;
- f. Camera;
- g. Network; or
h. Other devices considered by Elabram as Support Tools.
- Incident, is an event or condition where there is a
disruption to the WMS, so that the WMS cannot work
optimally as it should.
- Technical Support Request, is a form of application
submitted by the user to Elabram to carry out incident
- Technical Support Coverage, is the Elabram work
area in carrying out incident handling.
- Response Time, is the time interval required by
Elabram to categorize the type of incident until the
confirmation of acceptance or rejection of the Technical
Support Request to the user.
- Technical Support Implementation Time, is the time
interval required by Elabram in carrying out incident
B. TYPE OF INCIDENT
|Category ||Explanation ||Example|
This is an emergency condition that happens when the
software is down / unreachable / completely unavailable
||System can not work as a whole|
The reported issue may restrict the use of one feature
of the software, but other features can still work
||One of the reports does not produce data|
The reported anomaly in the system doesn't
substantially restrict the use of one or more features
of the software
||Visual display is not smooth|
C. INCIDENT HANDLING PROCEDURES
At the time of the incident, the user has the right to
submit a Technical Support Request to Elabram, which at
least contains the following:
a. Chronology of incidents in detail, completely and
- b. The day and time of the incident;
- c. Some screenshots from the incident;
- d. Indication of the cause of the incident;
When the user submits a Technical Support Request, the
user is automatically obliged and gives the right to
Elabram to be able to access the WMS used by the user,
along with each Supporting Device so that Elabram can
carry out incident handling.
The user gives the right to Elabram to at any time appoint
a third party (vendor) to carry out incident handling.
Users fully understand that any third party applications
integrated to WMS are not the responsibility of Elabram.
Users are obliged to provide every information needed by
Elabram in carrying out Technical Support (including but
not limited to: Internet network, user access or any
D. DAY AND TIME OF REQUEST FOR INCIDENT HANDLING
|Monday to Friday (outside of national holidays) ||08:00 – 17:00 Western Indonesia Time|
E. TECHNICAL SUPPORT REQUEST INFORMATION
|Email ||[email protected]|
|Web apps ||via Live Chat|
|Android apps ||via ‘Need a help’ menu on user profile page|
|iOS apps ||via ‘Need a help’ menu on user profile page|
F. TECHNICAL SUPPORT COVERAGE
|Indonesia ||Via Remote Access|
|Malaysia ||Via Remote Access|
|Thailand ||Via Remote Access|
|Philippines ||Via Remote Access|
|Singapore ||Via Remote Access|
G. SPECIAL PROVISIONS
The timing of incident handling begins when Elabram has
responded to the user to the related Incident.
Elabram has the right to set the priority scale of each
Technical Support Request that Elabram receives without
It is possible for the implementation of incident handling
to not be carried out if the user does not provide the
permissions and access rights needed to carry out the
Technical Support to Elabram and/or the parties appointed
Implementation of Technical Support may be carried out on
a different day from the day when the Technical Support
Request received, if it meets the following conditions:
a. If the user makes a Technical Support Request
outside the Working Day and Time;
b. If the estimated time for handling is deemed
insufficient by referring to Working Days and Hours;
H. ESTIMATED INCIDENT HANDLING TIME
|Classification ||Response Time ||Estimated Time for Handling and Completion|
|CRITICAL ||15 - 150 minutes ||2 hours|
|MAJOR ||4 hours|
|TRIVIAL ||7 days|