Service Level Agreement

Service Level Agreement

1.Coverage: Definitions This SLA applies to only clients who have Managed Colocation Services, dedicated web servers, managed colocation services, off-sitebackup solutions and other Data Center Hosting solutions from VNET TECHNOLOGIES (the "Company") and your account is current (i.e., not past due).

2.Service Level a Goal: VNET TECHNOLOGIES is a fully managed Data Center Hosting Provider. Our goal is to provide the most redundant and reliable services to our client's and resolve any issues that a client may come across with his server(s) or other hosting services. VNET TECHNOLOGIES Support Team are well-trained as well as experienced with web servers, operating systems, various software applications and databases. VNET TECHNOLOGIES will make sure to provide complete management and support to clients at all times, however we can only guarantee resolution for issues in which we have necessary experience or training. Some of them are mentioned below : 

Covered Issues :

Hardware : Server Hardware installed and support under VNET TECHNOLOGIES 's Hardware Replacement Guaranteed SLA 

Network & Power : Network and Power Systems monitored and maintained by VNET TECHNOLOGIES covered under Network and Power Availability SLA 

Operating System : Operating System installed with latest updates and patches. Automatic updates will be enabled on your server prior to delivery of the server login credentials. Manual updates, security patches, policy configurations, OS re-installation, troubleshooting OS issues covered for the following Operating System 

Software : Due to various software applications available today, only a few of the software applications are specialized by our support engineers. Although, VNET TECHNOLOGIES staff are well-versed with most of the software applications, but we cannot guarantee 100% resolutions other than the one's mentioned below : 

Other Issues : VNET TECHNOLOGIES provides support for Server Migrations, Sever audits, load balancing, Fail-over Solutions, Cluster services.

Non-Covered Issues : VNET TECHNOLOGIES will not provide technical support for any custom software applications. Only public or open source softwares will be supported. Custom-coded softwares that are installed on the server will be client's responsibility unless a custom service contract has been made with VNET TECHNOLOGIES

VNET TECHNOLOGIES SERVICE LEVEL AGREEMENT 

Exceptions :  VNET TECHNOLOGIES will make all technical resources available in order to support their clients. However, it's client's responsibility to attempt to resolve basic issues such as adding websites, email accounts, server reboots, DNS points. VNET TECHNOLOGIES reserves right to determine how much support we will provide.
If a client abuses our support policies which causes degradation of level of support for other customers due to the frequency and nature of their own requests, VNET TECHNOLOGIES may be required to give the abusive customers a lower level of priority in the support queue and or require payment to troubleshoot specific issues. VNET TECHNOLOGIES allocates enough support staff to provide upto two hours of support per server per month.

NETWORK & POWER SLA
1. Coverage; Definitions This SLA applies to only clients who have ordered dedicated web servers, managed colocation services, off-sitebackup solutions and other related hosting services. From VNET TECHNOLOGIES (the "Company") and your account is current (i.e., not past due). As used herein, As used herein, "Availability" refers to percentage of a month ( 24 hours a day for number of days in a month ) that client's services are available for internet access, as measured by the Company (VNET TECHNOLOGIES).

1. Goal: The Company ( VNET TECHNOLOGIES ) aims to achieve 100% Network and Power Availability for all clients. 

2. Remedy : Subject to Sections 3 and 4 below, client service's availability is less than 99.95%, Company ( VNET TECHNOLOGIES ) will credit accordance with time exceeding 30 minutes from the time at which the request has been placed by the client based upon the following schedule : 

3. Exceptions: Client shall not receive any credit under this Service Level Agreement in respect with any failure of Response Time guidelines in the following scenario :
 Instances which are beyond Company's ( VNET TECHNOLOGIES ) control which including, without limitation, Govt. body acts, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike, delay in transportation, delay of telecommunications or third-party services, DdoS attacks, hacks, virus infections, third party software failure (including, without limitation, ecommerce softwares, payment gateways, chat softwares,statistics or any other free or paid scripts) or supplies that are used in or equipment required for provision of this Service Level Agreement

Scheduled and emergency maintenance and upgrades:

DNS related issues outside the control of the company (VNET TECHNOLOGIES)

FTP, POP, IMAP or STMP Issues; 

False Service Level Agreement Reports   

Client's act of commissions (or acts or omissions of others engaged or authorized by client), including without limitation, custom scripting or coding for e.g., CGI, Perl, HTML, ASP, etc, any negligence, willful misconduct, or use of Services in breach of Company's ( VNET TECHNOLOGIES ) Terms and Services and Acceptable Use Policy      

E-mail – webdelivery and transmission

Domain Name Server Propagation 

Internet Outage on the internet not allowing access to your ( Client's ) account. VNET TECHNOLOGIES is not responsible for DNS or browser Caching which is seen as inaccessible when other client's can access their accounts. VNET TECHNOLOGIES will only guarantee availability within our control, servers links for internet access, routers, and company's servers             

Server Hardware Failures ( Please view Hardware Replacement SLA ) 
Request for Credit for a breach of this service level agreement, client's must request by submitting a support ticket at http://billing.hostnetindia.com or email us at billing@vnetindia.com

The Request should include Client's domain name, registered email ID, the date & time(s) of breach of the service level agreement, and it should be submitted by an authorized contact on the billing account. Credit Request submitted takes about 10 Business days to approve from the financial and support department and once approved, it will be applied to the next billing cycle. Credit's are not refundable and cannot be encashed. 

Notwithstanding anything to the contrary herein, amount credit to the client in a particular month under this service level agreement shall not exceed the amount paid by the client. Credit excludes all taxes charged to Client's and are Client's exclusive solution in respect with failure of Client services. 

HARDWARE REPLACEMENT SLA

Coverage: Definitions This SLA applies to only clients who have ordered dedicated web servers, managed colocation services, off-sitebackup solutions and other related hosting services. From VNET TECHNOLOGIES (the "Company") and your account is current (i.e., not past due). As used herein,"Replacement Time" refers to time utilized to replacement of defective server components with working components of better quality, as measured by the Company (VNET TECHNOLOGIES). 2. Service Level

1. Goal : VNET TECHNOLOGIES's aim is to provide immediate hardware replacement of defective server components in THE PINNACLE GROUP INC. INDIA owned Server Hardware.

2. Remedy : Subject to Sections 3 and 4 below, client service's availability is less than 99.95%, Company ( VNET TECHNOLOGIES ) will credit accordance with time exceeding 1 hour from the time at which the request has been placed by the client based upon the following Replacement Time Credit percentage: Hardware Replacement Time Credit percentage: 

3. Exceptions : Client shall not receive any credit under this Service Level Agreement in respect with any failure of Replacement in the following scenario : 

Instances which are beyond Company's ( VNET TECHNOLOGIES ) control which including, without limitation, Govt. body acts, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike, delay in transportation, delay of telecommunications or third-party services, DdoS attacks, hacks, virus infections, third party software failure (including, without limitation, ecommerce softwares, payment gateways, chat softwares, statistics or any other free or paid scripts) or supplies that are used in or equipment required for provision of this Service Level Agreement

Scheduled and emergency maintenance and upgrades

Client's act of commissions (or acts or omissions of others engaged or authorized by client), including without limitation, custom scripting or coding for e.g., CGI, Perl, HTML, ASP, etc, any negligence, willful misconduct, or use of Services in breach of Company's ( VNET TECHNOLOGIES ) Terms and Services and Acceptable Use Policy

Inadequate information provided by client's in order to validate their requests including without limitation, Client's account credentials required for access of the equipment, equipment identification, missing or invalid IP address information.

If unable to contact client via phone, email or live chat. Request for Credit for a breach of this service level agreement, client's must request by submitting a support ticket or email us at billing@vnetindia. The Request should include Client's registered email ID, the date & time(s) of breach of the service level agreement, and it should be submitted by an authorized contact on the billing account. Credit Request submitted takes about 10 Business days to approve from the financial and support department and once approved, it will be applied to the next billing cycle. Credit's are not refundable and cannot be encashed.

Notwithstanding anything to the contrary herein, amount credit to the client in a particular month under this service level agreement shall not exceed the amount paid by the client. Credit excludes all taxes charged to Client's and are Client's exclusive solution in respect with failure of Client services.

SUPPORT SLA
1. Coverage; Definitions This SLA applies to only clients who have ordered dedicated web servers, managed colocation services, off-sitebackup solutions and other related hosting services. From VNET TECHNOLOGIES (the "Company") and your account is current (i.e., not past due). As used herein, As used herein, "Response Time" refers to time taken by VNET TECHNOLOGIES support personnels to acknowledge requests from Clients, as measured by the Company (VNET TECHNOLOGIES).

1. Goal : VNET TECHNOLOGIES's aim is to 24x7 On-Site Customer Support to Clients - 24 hours per day, 365 day per year.

2. Remedy : Subject to Sections 3 and 4 below, client service's availability is less than 99.95%, Company ( VNET TECHNOLOGIES ) will credit accordance with time exceeding 30 minutes from the time at which the request has been placed by the client based upon the following schedule : 

3. Exceptions : Client shall not receive any credit under this Service Level Agreement in respect with any failure of Response Time guidelines in the following scenario : 

Instances which are beyond Company's ( VNET TECHNOLOGIES ) control which including, without limitation, Govt. body acts, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike, delay in transportation, delay of telecommunications or third-party services, DdoS attacks, hacks, virus infections, third party software failure (including, without limitation, ecommerce softwares, payment gateways, chat softwares, statistics or any other free or paid scripts) or supplies that are used in or equipment required for provision of this Service Level Agreement

Scheduled and emergency maintenance and upgrades

Client's act of commissions (or acts or omissions of others engaged or authorized by client), including without limitation, custom scripting or coding for e.g., CGI, Perl, HTML, ASP, etc, any negligence, willful misconduct, or use of Services in breach of Company's ( VNET TECHNOLOGIES ) Terms and Services and Acceptable Use Policy

Inadequate information provided by client's in order to validate their requests including without limitation, Client's account credentials required for access of the equipment, equipment identification, missing or invalid IP address information.

If unable to contact client via phone, email or live chat. Request for Credit for a breach of this service level agreement, client's must request by submitting a support ticket or email us at billing@vnetindia.com. The Request should include Client's registered email ID, the date & time(s) of breach of the service level agreement, and it should be submitted by an authorized contact on the billing account. Credit Request submitted takes about 10 Business days to approve from the financial and support department and once approved, it will be applied to the next billing cycle. Credit's are not refundable and cannot be encashed.

Notwithstanding anything to the contrary herein, amount credit to the client in a particular month under this service level agreement shall not exceed the amount paid by the client. Credit excludes all taxes charged to Client's and are Client's exclusive solution in respect with failure of Client services.

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