Service Level Agreement (Sla) And Response Timelines | Roket
Service Level Agreement (Sla) Definitions Downtime reporting process Exclusions Service Levels Service Credits Shared Responsibility Model Escalation Matrix
Service Level Agreement (Sla)
Definitions
Downtime reporting process
Exclusions
Service Levels
Service Credits
Shared Responsibility Model
Escalation Matrix

Service Level Agreement (SLA)

January 2024

Roket Cloud is a property of IndiQus Technologies Pvt. Ltd.

This is the Service Level Agreement (SLA) on which the Service Provider makes available its cloud computing infrastructure as a service to its Customers as part of the Terms of Service and Service Order Form (SOF) entered with such Customers. The capitalized terms not defined here will have the same meanings as provided in the Terms of Service.

The SLA is standard for all Customers of the Service Provider. Service Provider reserves the right to make amendments in the SLA subject to providing prior information to the Customer about any such changes made in the same.

Definitions

  • "Downtime"shall mean the duration of the Service Outage, calculated monthly, as a percentage of the total hours of a month for which there was no Service Outage to the total cumulative hours in a month. Downtime shall commence from the moment a ticket is logged by the Customer and shall cease at the moment the ticket is closed or the Services are otherwise restored by Service Provider.
  • "MRC"refers to the Monthly Recurring Charges chargeable to the customer in respect of the Services which are affected by Downtime.
  • "Service Credits" refers to a credit provided to the Customer in respect of Downtime which may be used to avail additional services by the Customer in accordance with the terms of this SLA.
  • "Service Outage" shall mean an unscheduled disruption or unavailability of any Service offered by Service Provider but shall not include any disruption or unavailability of Services caused due to the Exclusions identified in Paragraph 2 of this SLA.
  • "Services" refers to the IaaS and/or cloud services provided by Service Provider as defined in Schedule A but shall not include any Third-Party Services or any Third-Party Hardware.
  • "SLA"refers to this Service Level Agreement, as amended from time to time by Service Provider.

Downtime reporting process:

  • The Customer must report any Downtime within 12 hours of discovery, sending an email from their registered email ID to support@indiqus.zendesk.com. The Customer is responsible for providing necessary information and cooperation for the Service Provider to conduct root-cause analysis. Upon receipt of the email, Service Provider will investigate and make best efforts to rectify the Downtime promptly. Failure to comply with these requirements renders the email invalid for Downtime reporting, and such periods are not considered part of Downtime for SLA purposes.

Exclusions

  • The SLA does not apply to any unavailability, suspension or termination of Services or performance issues that result from:
    • factors outside of Service Provider’s reasonable control, including any force majeure event or problems with Internet access, or
    • problems that result from customer equipment, software, or other technology, or
    • problems that result from any Third-Party Services which are not performed by Service Provider..
    • Problems that result from any Third-Party Hardware.
  • Service Provider shall not be liable for any breach, or this SLA caused directly, or proximately by any Third-Party Services or Third-Party Hardware and it is clarified that:
    • all Third-Party Services are provided in accordance with the relevant terms and conditions provided by the service provider of the Third-Party Services, and
    • all Third-Party Hardware, if provided by Service Provider, is provided in accordance with the terms and conditions provided by the original equipment manufacturer. Service Provider does not provide any additional warranty, guarantee or any representation of any kind with respect to any Third-Party Hardware except as may be provided by the original equipment manufacturer.
  • Service Outages do not include any unavailability due to:
    • Any Network outage arising out of Virus / Denial of Service attacks and / or the usage / utilization in excess of 80% of the contracted dedicated bandwidth.
    • Failures caused by Customer’s activity performed on the server (Virtual Machine), not limited to data.
    • Any restrictions placed / imposed upon Service Provider by the Customer, which prevent or delay the performance of Service Provider’ s obligations.
    • Data unavailability caused by ongoing restoration of data from a tape backup system, or backup/restore initiated by the customer.
    • Emergency maintenance and any excluded events.
    • Planned / Scheduled Maintenance for which Service Provider has already intimated.
    • Time taken to restore data from backup. Restoration of complete Services in the event of a disk failure is constrained by the time taken to recover data from backup devices and therefore the greater is the amount of data the longer is the time taken to restore. Time taken to recover data from backup devices is not included in the calculation of unavailability.

Service Levels

The service levels and associated penalties for breach of the service levels shall be as provided below:

Service Type

Uptime Commitment

Penalty 

[A is the actual Monthly uptime in %]

Public Cloud Services

99.9%

If 99.9% < A>= 99%, then, Service Credit equivalent to 5% of MRC
If 98.99% < A>= 98%, then, Service Credit equivalent to 10% of MRC
If 97.99% < A>= 97%, then, Service Credit equivalent to 20% of MRC
If 96.99.% < A>= 95%, then, Service Credit equivalent to 50% of MRC
If A < 95%, then Service Credit equivalent to 100% of MRC

 

Service Credits

  • Customer may avail Service Credits in any calendar month for Downtime in the previous calendar month upon written request to Service Provider stating the Downtime in the previous calendar month as evidenced by the Ticket Logged by the Customer and the resolution/troubleshooting email provided by Service Provider. Service Credit for any Downtime in any calendar month must be requested before the end of the subsequent calendar month failing which it shall stand forfeited.
  • The Service Credit will be a percentage of the MRC for the affected Service as set forth in the table provided in Paragraph 3 and will be calculated individually for each Affected Service.
  • The Service Credits will only be provided if the invoiced charges for the relevant month have been duly paid by the Customer. Service Credits are non- cumulative and cannot be carried and accumulated on a monthly basis.
  • Services Credits will be provided in kind by virtue of an equivalent service extension of the duration for which services are provided by Service Provider. For example, if a customer has Service Credits equal to 10 percent of MRC, then Service Provider shall provide Services for an additional duration corresponding to 10 percent of the total monthly Services which would have otherwise been availed by the Customer for payment of the amount of Service Credits. Service Provider may, at its sole discretion, without any obligation to do so, provide Service Credits as a discount upon subsequent monthly invoices in respect of the Services.
  • Service Credits shall not be encashed or provided in any manner except as provided above.
  • The provision of Service Credits, as provided herein, shall be the Customers exclusive remedy, and Service Provider’s sole liability, for any breach of service levels by Service Provider.

Responsibility Model

Customer

Customer Data, Data Backup, Data Snapshots, Operating System, Databases, Application, Security, Password and access protection and control

Customers are responsible for their security, compliance, and management of the workloads etc running IN the Cloud

Service Provider

Service Provider Infrastructure Services, Compute, Storage, Networking, Cloud Infrastructure Edge Location.

Service Provider is responsible for Edge Security, Compliance, and Infrastructure management OF the Cloud
  • Security, Management and Compliance measures that the cloud Service Provider implements and operates – "Security of the Cloud".
  • Security, Management and Compliance measures that the customer implements and operates, related to the security of customer content and applications that make use of Service Provider Offerings – "Security in the cloud".
  • While the Service Provider manages Security, Management and Compliance OF the cloud; Security, Management and Compliance IN the cloud is the responsibility of the Customer. Customers retain control of what security they choose to implement to protect their own content, platform, applications, systems and networks, no differently than they would for applications in an on-site data centre. Customers are responsible for protecting and securing the operating system and Hosted Systems.

Escalation Matrix