Effective Date: [15-10-2024]

Parties: INFOTN SOLUTIONS & Ethernet Hosting (Service Provider) and [DINUHSOT SOLUTIONS] (Client)

1. Purpose

This Service Level Agreement (SLA) outlines the service levels and commitments between INFOTN SOLUTIONS and the Client for website and mobile app development, maintenance, and hosting services.

2. Scope of Services

The following services are covered under this SLA:

• Website and mobile app development
• Website maintenance
• E-commerce store setup and maintenance
• Web design services
• Hosting services
• Additional digital solutions as agreed upon

3. Service Availability

• Service Availability: The Service Provider guarantees that the services will be available 99.9% of the time in any given month, excluding scheduled maintenance.
• Scheduled Maintenance: The Service Provider will notify the Client at least 24 hours in advance of any scheduled maintenance.

4. Response and Resolution Times

5. Client Responsibilities

• The Client shall provide all necessary information and resources for the Service Provider to perform the services.
• The Client shall ensure that all content provided for development is lawful and does not infringe on any third-party rights.

6. Performance Monitoring

The Service Provider will monitor performance metrics and provide the Client with quarterly reports detailing service uptime, response times, and any incidents affecting service delivery.

7. Escalation Procedure

If the Client is not satisfied with the resolution of any issue, the following escalation procedure may be followed:

1. First Level: Contact the assigned project manager.
2. Second Level: Contact the Service Manager.
3. Final Level: Contact the Company Director.

8. Termination

Either party may terminate this SLA with 30 days written notice. In the event of termination, all outstanding payments will be settled as per the terms agreed upon.

9. Amendments

This SLA may be amended or modified only in writing and signed by both parties.

10. Governing Law

This SLA shall be governed by and construed in accordance with the laws of [Your Jurisdiction].

11. Acceptance

By signing below, both parties agree to the terms outlined in this Service Level Agreement.

Service Provider:
INFOTN SOLUTIONS
Name: [DINESH]
Title: [CEO]
Date: 15-10-2024

Client:
[DINUHOST]
Title: Client Title
Date:15-10-2024

We guarantee 100% uptime for all of our services
Ethernet hosting provides an industry-leading 100% uptime guarantee for all of its services. Any customer with one or more services that fall short of this guarantee is eligible for a Service Level Agreement (SLA) credit, providing that the following requirements are understood, and met:

  Credit will only be issued for the impacted service(s).
  All requests must be submitted to our Accounting Department within 7 days of the downtime taking place.
Uptime Guarantee
	
SLA Credit
100% 	0%
99.9% 	10%
99.8% 	20%
 99.7% 
	
 30% 
 99.6% 
	
 40% 
 99.5% 
	
 50% 
 99.4% 
	
 60% 
 99.3% 
	
 70% 
 99.2% 
	
 80% 
 99.1% 
	
 90% 
 ≤99.0% 
	
 100% 
Certain outages are out of our direct control, and consequently, are excluded from our Service Level Agreement:

  Scheduled maintenance. We will always send out an email and post on our Service Status page in such cases.
  Local issues on the customer's side. For example, an ISP outage, or a computer with a firewall that may be denying access.
  Outages created by human error on the customer's side. For example, files or databases that are wrongfully deleted, or other configuration changes.
  Billing or abuse incidents. For example, a service that is suspended for overdue payment, or lack of correspondence over an abuse incident.