This Service Level Agreement (“SLA”) is a policy governing the use of the ReadySpace Cloud Services (“RCS”) between ReadySpace (SG) Pte Ltd (“ReadySpace”, “us” or “we”) and users of ReadySpace’s services (“you”).
This SLA applies separately to each account. Unless otherwise provided herein, this SLA is subject to the terms of the ReadySpace Agreement and capitalized terms will have the meaning specified in the ReadySpace Master Service Agreement. We reserve the right to change the terms of this SLA in accordance with the ReadySpace Master Service Agreement.
ReadySpace guarantees that the critical infrastructure systems, including power and HVAC, will be available 99.95% of the time in a given month, excluding scheduled maintenance. Upon experiencing downtime, ReadySpace will refund the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100% of customer's monthly fee for the affected server). Critical infrastructure includes functioning of all power and HVAC infrastructure including UPSs, PDUs and cabling, but does not include the power supplies on customers' servers. Infrastructure downtime exists when a particular server is shut down due to power or heat problems and is measured from the time the customer opens a trouble ticket regarding server downtime to the time the problem is resolved and the server is powered back on.
ReadySpace guarantees that its network will be available 99.95% of the time in a given month, excluding scheduled maintenance. Upon experiencing downtime, ReadySpace will refund the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100% of customer's monthly fee for the affected server). Network uptime includes functioning of all network infrastructure including routers, switches and cabling, but does not include services or software running on your server. Network downtime exists when a particular customer is unable to transmit and receive data and is measured from the time the trouble ticket is opened.
ReadySpace guarantees the functioning of all hardware components and will replace any failed component at no cost to the customer. Hardware replacement will begin once ReadySpace identifies the cause of the problem. Hardware replacement is guaranteed to be complete within specified hours stated in support plan subscribed to of problem identification. In the event that it takes us more than specified hours to replace faulty hardware, ReadySpace will refund the customer 5% of the monthly fee per additional hour of downtime (up to 100% of customer's monthly fee for the affected server) hardware included with the server. This guarantee excludes the time required to rebuild a RAID array and the reload of certain operating systems and applications. Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related. 1 Hour Hardware replacement will not be covered if device is not owned by ReadySpace.
ReadySpace guarantees the software provided and installed in server is genuine and authentic. Software updates will be provided, but may not be installed, from software vendor whenever available.
ReadySpace guarantees its response time based on support plan subscribed. By default all ReadySpace service come with Standard Support plan. Our support will pick up your support request and provide a response back to you within our promised support medium, hours and response time. Available support plans are (1) Standard Support; (2) Developer Support; (3) Business Support; (4) Corporate Support; and (5) Enterprise Support. Please refer to ReadySpace websites for more information.
Official support channel will ONLY be through Client Console "Power Support [Global]". No response guarantees will be applied other than official channel.
Effective Date : 01 April 2018