HRM Technologies Pvt. Ltd. – Service Level Agreement (SLA)

HRM Technologies is committed to providing a standard of excellence commensurate with the best practices in the industry of our Services. During the Term of the applicable Master’s Agreement, the HRM Cloud Services will be operational and available to you as a customer for guaranteed time in any calendar year.

In case of failure of HRM to meet the guaranteed level of service, you will be eligible to receive the Service Credits described below under respective heads of services.

You, as a Customer, agree that this SLA states Customer’s sole and exclusive remedy for any failure by HRM to meet the SLA.

A. Coverage :

This Service Level Agreement (SLA) applies if you have subscribed to any of our hosting services including Biz2Cloud, Shared Hosting, Virtual Private Server and Dedicated Server pursuant to an order request for such services placed under the Master’s Service Agreement; and your account is current (i.e. not past due and not suspended/terminated due to non-payment) with HRM Technologies. In the event of conflict between the terms and conditions herein and the General Terms and Conditions, the former shall prevail.
As used herein, the term “Service Availability” refers to the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the Customer’s Services is available for access by third parties as measured by HRM Technologies.


As used herein, the term “Web Site Availability” means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the content of customer’s Web site, mobile and non-mobile (if applicable), is available for access by third parties via Hypertext Transfer Protocol (HTTP) and HTTPS, and/or Internet Control Message Protocol (ICMP), i.e. ping, as measured by HRM Technologies as measured by HRM Technologies.

B. Exception :

Customer shall not receive any credits under this SLA in connection with any failure or deficiency of Service Availability caused by or associated with:

I.

Circumstances beyond HRM Technologies’ reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labour disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts);

II.

Attacks by viruses or hackers, including Distributed Denial of Service (DDoS) attacks against HRM Technologies’ network;

III.

Scheduled maintenance and system upgrades, or emergency maintenance; alteration or implementation.

IV.

Any DNS or Domain Name Registry issues outside the direct control of HRM Technologies’ including DNS and Registry propagation issues and expiration;

V.

Customer’s acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g. ASP, CGI, HTML, Perl, etc.), any negligence, wilful misconduct, or use of the Customer’s account in breach of HRM Technologies’ Terms and Conditions and Acceptable Use Policy;

VI.

Issues with 3rd party e-mail systems, including refusal or rejection of e-mail by 3rd party mail systems;

VII.

Delays in e-mail delivery;

VIII.

False SLA breaches reported as a result of outages or errors of any HRM Technologies’ measurement system;

IX.

Outages elsewhere on the Internet that hinder access to your account. HRM Technologies is not responsible for browser, DNS, or other caching that may make your website or e-mail appear inaccessible when others can still access it.

X.

Issues with FTP, POP, IMAP, or SMTP customer access.

XI.

Any interruptions, delays or failures caused by Customer or Customer’s employees, agents, or subcontractors, such as, Inaccurate configuration, non-compliant use of any software installed on the server, Customer initiated server over-utilization, any problems related to the attacks on the machine such as hacking, attacks, and exploits.

XII.

Failure of the Customer links, internet connectivity or end user software, access circuits, local loop or any network not owned or managed by HRM Technologies.

XIII.

Negligence or other conduct of Customer or its authorized persons, including a failure or malfunction resulting from applications or services provided by Customer or its authorized persons.

XIV.

A shut down due to circumstances reasonably believed by HRM Technologies to be a significant threat to the normal operation of the Services, HRM Technologies’s facility, or access to or integrity of Customer data (e.g., hacker or virus attack).

C. Shared Hosting & Biz2Cloud Credit Calculation Tables :

If the Service Availability is less than 99.5%, HRM Technologies will issue a credit to the customer in accordance with the following schedule, with the credit being calculated on the basis of the monthly service charge for the affected Services:

Service Availability Credit Percentage
99.5% to 100%
0%
95% to 99.4%
10%
90% to 94.9%
20%
80-90%
50% or equivalent to half month refund.
Below 80%
100% or equivalent to one month refund.
D. VPS Credit Calculation Tables :

If the VPS availability is less than 99.9%, HRM Technologies will issue a credit to customer in accordance with the following schedule, with the credit being calculated on the basis of the monthly service charge for the affected Services:

VPS Server Availability Credit Percentage
99.9% to 100%
0%
98% to 99.8%
10%
95% to 97.9%
25%
90% to 94.9%
50%
89.9% or below
100%
E. Dedicated Hosting Calculation Tables :
I. Network SLA
HRM Technologies guarantees network uptime of 99.9%. The HRM Technologies Data Centers use redundant components to eliminate any single point of failure. Our network is multi-homed through redundant high-speed carriers which results in you, the customer, always being able to count on fast and reliable connectivity to our network. Our Data Center is located at GPX Global Data Systems at Mumbai, India which is South Asia’s only TIER IV Uptime Certified Datacenter facility. HRM Technologies maintains low overall network utilization at all times providing durability during any large internet routing issues such as a DDOS or DOS attack.

The HRM Technologies Data Center facility is secured with multiple levels of access with only employees and authorized personnel having access to any of our network and server infrastructure. In the event a customer needs personal access to their server they will be escorted to their server by a Data Center technician or Account Manager who will assist and monitor activity. Access to our facility is only granted via employee key cards.

HRM Technologies guarantees the uptime of its network 99.9% of the time excluding scheduled maintenance.

In the event any customer experiences anything less than 99.5% uptime of the HRM Technologies Network a credit will be added to the account upon request. Network downtime is defined as the inability to transmit or receive data due to the failure of HRM Technologies owned network equipment.

HRM Technologies will provide a .5% credit to the affected server or shared account for each hour of downtime below 99.9% guaranteed uptime. No customer may receive credits totaling more than one month of service per affected server or shared account. Downtime is measured from the time a trouble ticket is opened by the affected customer to the time HRM Technologies determines the issue to be resolved, subjected to the exclusions mentioned in Clause B.
II. Hardware SLA
Hardware replacement is guaranteed to be complete within 6 hours of problem identification. The hardware replacement timer begins once customer opens trouble ticket and HRM Technologies has determined the cause of the problem to be faulty hardware. The period of time it takes to troubleshoot the server and identify the problem is outside the 6 hour SLA.

In the event we are unable to replace the faulty hardware within 6 hours, HRM Technologies will credit the customer 1% of the monthly fee per additional hour of downtime incurred (up to 50% of customer’s monthly server fee).
III. Server Management SLA

HRM Technologies offers Server Management services with VPS and Dedicated servers, which get special priority on all issues. However, such support is provided on a best effort basis and additional third party costs may be involved in resolving an issue, which are to be borne by the client.

IV. Managed Backups SLA
HRM Technologies takes full backups of your server OS and data, as part of our Dedicated Server Hosting services, multiple times a week through the Bare Metal server backup services. But HRM does not give clients access to the backup repository, while restoration is done during events of disaster recovery. And can also be done once in a quarter, for the client for free!

But HRM does not guarantee consistency of data during restoration and the backup software being a third party application, it may malfunction and the restore process maybe corrupted so it’s also the client responsibility to periodically download the critical data from the server to their local systems.
F. Credit Request and Payment Procedure :
In order to receive a credit for a Cloud Virtual Private Server (VPS), Customer must make a request for by sending an e-mail to support@hrmtechno.com from the customer email id registered HRM. Each request in connection with this SLA must include the following customer information:

Account User Name, Domain Name, Date & Time of service disruption.
Credit request must be received by HRM Technologies within 15 working days at the time of unavailability of the relevant Service. If the unavailability is confirmed by HRM Technologies, credits will be applied within 30 days of HRM Technologies’ receipt of Customer’s credit request.

Notwithstanding anything to the contrary herein, the total amount credited to customer in a particular month under this SLA shall not exceed the total hosting fee paid by customer for such month for the affected Services. Credits are exclusive of any applicable taxes charged to customer or collected by HRM Technologies and are customer’s sole and exclusive remedy with respect to any failure or deficiency in the Web Site or Server Availability of customer’s Web Site or Server.

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