Service Level Agreement

SERVICE LEVEL AGREEMENT

19.1	SCOPE OF THE SERVICES

a)	Server Mango may provide such services as provided in the Service Catalogue provided in Annexure A to this SLA. The Customer may issue one or more purchase orders to Server Mango for Services and Server Mango shall accept a purchase order only if it is by the terms of this Agreement and for services as covered by the Service Catalogue.

b)	Server Mango assures Customers that it shall provide its immediate support and assistance in the event of any disruption in the services being provided by Server Mango. The manner and time frame for troubleshooting and the timelines for the resolution of the problems are mentioned in the Annexure A of this Agreement.

c)	Services will be provided to the Customer by Server Mango with the infrastructure available at its data center which consists of the following:

1.	Dual active power sources from two different power generation plants.
2.	Tier IV (system) + (system) Architecture Fault Tolerant with No Single Point of Failure
3.	Capability to provide 99.995 % SLA
4.	Unique Six Zone Security System Carrier Neutral Datacenter
5.	ISO 20000 & 27001 Certified

19.2.1. assures the Customer 99.995 % uptime availability of the Infrastructure viz Power and Cooling** covered by this SLA. Hardware Uptimes SLA would be 4 hours resolution from the time of detection of hardware problem either by the Server Mango help desk or by the Customer. Subject to Clause 3 of this SLA, in the event Server Mango fails to provide the Customer with the Services required by the Customer in accordance with the SLA, such failure resulting from complete unavailability of Server Mango network, such events will be treated as "Qualified Network Downtime Event" for which Server Mango will issue the Customer a Service Credit calculated as per method provided in Clause 2.5.


19.2.2. The Actual Uptime (A) calculated in the respective month and it will be measured (compared) against the total uptime hours of the year 99.995%. If the outages exceeds total uptime hours The following  service credits shall be due to Customer: A >= 99.995% No Credits .

An in between 99.994% to 99.000% 2 days equivalent service credit for the Service Period affected calculated on a pro rated basis.

An in between 98.999% to 98.000% 5 days equivalent service credit for the Service period affected calculated on a pro rated basis.

A is < 98% 10 days equivalent service credit for the Service period affected calculated on a prorated basis
.

Calculation of Actual Uptime% =	Total Uptime Hours–Actual Downtime x100
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Total Uptime Hours

19.2.3. The Customer is required to provide a preventive maintenance window once in every quarter To enable Server Mango to update the various patches and carry out other preventive maintenance. The time required to carry out this preventive maintenance by Server Mango shall depend upon the environment of the Customer and shall be informed to the Customer before the time window is sought. During this window, the Customer’s environment shall not be available and the same shall not be counted as Downtime.

For the customized solutions provided by Server Mango, preventive maintenance is essential and the SLAs offered by Server Mango is based on the explicit understanding that the Customer will provide an opportunity for Server Mango to carry out preventive maintenance from time to time. In case the Customer does not provide, at least once in a quarter, the requisite downtime to carry out preventive maintenance activities, even after a request is made by Server Mango, Server Mango shall not be liable to provide any Service Credits or any other compensation in case of Downtime or any other loss to Customer such as data loss, denial of service or virus attacks.

Server Mango shall recommend the usage of high availability architecture for all critical loads, wherein there is a duplication of critical s. For instance, this may be two power sources to a rack, or two firewalls in the network. In a high availability setup, it is clarified that even when one of the s fails, but the other is still running, then the entire setup/solution/system/environment is considered to be available and the same shall not be counted as Downtime.

20.	EXCEPTIONS:

20.1.	the following events do not constitute a Downtime and shall not be eligible to be considered for any Service Credit:

a)	Interruption due to scheduled maintenance, alteration, or implementation, where the Service Provider provides at least seven days prior notice and to the Customer and also interruption due to Emergency Maintenance; The usual scheduled maintenance time is the early hours of the morning i.e., between 1 am to 6 am. The usual maintenance time would not be more than two hours.

b)	The quarterly maintenance window as described in clause 2.6 above.

c)	Hardware failure.

d)	Failure of the Customer links, internet connectivity or end-user software, access circuits, local loop or any network not owned or managed by Server Mango.

e)	DNS Issues not in scope and control of Server Mango.

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

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

h)	Failure or malfunction of any equipment or services not provided by Server Mango.

i)	Any abuse or fraud failure to comply with the Acceptable User Policy on the part of the Customer and its authorized persons.

j)	Any problems outside the Service Provider Facility Network.

k)	Any interruptions, delays or failures caused by Customer or Customer’s employees, agents, or subcontractors, such as the following:

(1)	Inaccurate configuration.
(2)	Non-compliant use of any software installed on the server.
(3)	Customer initiated server over utilization.
(4)	Any problems related to the attacks on the machine such as hacking, attacks, and exploits.

l)	Any specific services not part of Services.

m)	Force Majeure event.


20.2. SERVICE CREDIT:

20.2.1	Server Mango agrees that it shall provide for the requisite service credits to the Customer in the event of it not being able to provide the Services for which it had already received the payments.

20.2.2	Server Mango agrees that on the occurrence of any event that attracts service credits the Customer would be eligible to request a Service Credit on compliance of the terms as mentioned in Clause 6.1.(a) of this SLA.

20.2.3	Customer shall be eligible for Service Credit for only those Downtimes which has occurred a month before the date of claim and the maximum Service Credit to which Customer shall be entitled is as mentioned in Clause 6.1.(c).

21.	PAYMENT TERMS

The Customer shall pay all the charges as set out in the Agreement which includes one-time Setup charges, Quarterly recurring charges and other supplemental charges for any Supplemental Services provided including before the Service Commencement Date.

22.	PROCEDURE FOR AVAILING SERVICE CREDITS:

Whenever the Customer encounters Service Outage, the following procedure should be followed;

a)	The Customer should contact Server Mango "Support Desk" without undue delay and shall request for a Trouble Ticket number immediately and can track the Trouble Ticket number till the Trouble Ticket is closed on the resolution of the outage.

b)	Server Mango on the receipt of the issue of Trouble Ticket to the Customer shall have a background check to verify if the Customer is eligible for the Service Credit.

When Server Mango fails to provide Services in accordance of the SLA entitling Customer for Service Credits, Server Mango shall credit the Customer's account the prorated base charges from the day the
Trouble Ticket is issued to Customer till the Trouble Ticket is closed on Resolution of the outage

c)	Service Credits will be adjusted after the end of the existing contract by giving additional service Days.

23.	WARRANTIES Of Server Mango:

23.1.	 Additional Warranties of Server Mango regarding SLA:

Server Mango warrants that it shall perform and provide Services in a professional and workmanlike manner by this Agreement.8.

24.	REPRESENTATIONS OF CUSTOMER:

24.1.	Additional Warranties of Customer regarding SLA.

a)	The Customer will not do any voice communication from anywhere to anywhere using dialling a telephone number (PSTN/ISDN/PLMN) as defined in the National Numbering plan. The customer will not originate the voice communication service from a Telephone in India and/or terminate the voice communication to any Telephone within India.

b)	The Customer will not establish any connection to any public switched Network (i.e. telephone voice network) in India and will not use any dialup lines with outward dialling facility from Nodes.

c)	The customer acknowledges and will not establish any interconnectivity between ISPs to offer Internet Telephony Services.


25.	NETWORK SECURITY:

For securing the servers of clients against any NW threats, the following are implemented: Firewall, IPS and Antivirus, etc. However, Customer can opt for dedicated security gadgets by paying the relevant charges.


26.	MANAGING OS AND DB:

Setup and administering the OS, DB and HW including the patches updating for the servers for OS and DB will be taken care of by Server Mango as and when required. OS is provided with license and accordingly charged.

27.	SERVER AND DB MANAGEMENT:

OS and DB management will be provided by Server Mango to the Customer if opted for and charged accordingly.


28.	CLIENT ACCESS TO THE SERVERS:

Customer is allowed to access their server only after providing the PO to Server Mango. The Customer is provided with 2 IPs and 24x7x365 monitoring of servers is maintained.