⚠️Important HRD Corp Update:Effective 15 June 2026 onwards all grant approvals MUST be obtained at least 14 calendar days before the training commencement date.
⚠️Important HRD Corp Update:Effective 15 June 2026 onwards all grant approvals MUST be obtained at least 14 calendar days before the training commencement date.⚠️Important HRD Corp Update:Effective 15 June 2026 onwards all grant approvals MUST be obtained at least 14 calendar days before the training commencement date.
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SERVICE DELIVERY POLICY

4.1 Training Delivery Framework

  • Physical Workshops: Logistics guides and venue confirmations sent 5 business days prior to event date.
  • Virtual / eLearning: Platform links (Zoom, Teams, LMS) and session guides dispatched 24 hours prior to the event.

4.2 SaaS Provisioning, Maintenance & SLA Remedies

  • Provisioning: Software credentials delivered electronically within 1 business day following payment receipt.
  • Platform Target Uptime: ATCEN targets 99.5% operational uptime for SaaS applications, calculated monthly and excluding planned maintenance.
  • Maintenance Windows: Scheduled system maintenance occurs during off-peak hours with at least 48 hours’ advance notice posted on the platform.
  • Unplanned Outage SLA Remedies: If unplanned downtime exceeds 2 consecutive business days in a billing month, subscriber is entitled to a pro-rated credit equal to 5% of monthly subscription fees per additional day of outage, capped at 25% of monthly fees.

4.3 HRD Corp / Grant Claims Documentation SLA

ATCEN will deliver complete supporting documentation (attendance logs, trainer slides, certificates, and invoices) within 5 business days post-completion to facilitate prompt HRD Corp claim submission.

4.4 Technical Support

Technical support is accessible via support@atcen.com from 9:00 AM to 5:00 PM (GMT+8), Monday through Friday, excluding public holidays.

4.5 Force Majeure

Neither party shall be liable for service delivery failure or delay caused by natural disasters, acts of God, epidemics, cyberattacks, internet backbone outages, or government mandates.