Service Level Agreement
Service Level Agreement (SLA) will make it clear to you what exactly ServerRiver will deliver especially with regards to system uptime. We give you in writing what you can expect in terms of uptime from us. SLA is a contract that will keep ServerRiver accountable towards fulfilling its uptime and availability promises. SLAs will give you additional peace of mind as ServerRiver will stand by its SLA promise, come what may. And that too consistently.
The maximum time we take to deploy a server (available in stock) is 4 hours.
If your requirement is for a customized dedicated server (server that we do not have currently in stock, or one needing changes / hardware upgrades in server configuration), we may need more time to deliver the server. In such case, we will inform you about the approximate server delivery time at the time of order processing.
To fix any of your hardware related issue, we will take 2 hours at the most and subject to availability in stock
We are committed to provide your 98% of uptime however we are not offering any credit back of long downtime for any reason.
ServerRiver will use reasonable efforts to resolve problems as quickly as possible. As ServerRiver offers this service based on a combination of third party Hardware & Software, ServerRiver will not offer any service credits to the Customer in case of non-availability of his web site due to a problem with not having a redundant architecture in their set up. In such cases, ServerRiver will work with the customer to remedy problems at the earliest.
ServerRiver reserves the right to modify the server manufacturer at any time. In the event that ServerRiver changes the server manufacturers, Customer is assured that the specifications contracted will remain the same. Customer may contact ServerRiver for details pertaining to any other server configurations that might be available.
This Agreement is effective from the date on which Order Processing Form (OPF) is placed and Client accepts the terms as mentioned in the Master Service Agreement (MSA) and this Service Level Agreement (SLA) which forms part of the OPF. This Agreement is between ServerRiver hereinafter referred to as “Service Provider” and the Client and is valid for a term as stated in the OPF. The terms of this Agreement shall apply only to those Services which are referred in the OPF and any Supplemental Services agreed by both the Parties.
This Agreement provides the right - under certain circumstances specified below, for a Customer to receive Services Credits in the event of failure to provide Services by the Service Provider to the Customer as mentioned in OPF in accordance with (i) the MSA, (ii) Service Provider’s AUP and (iii) this SLA, each of which is incorporated herein by reference and made a part hereof (collectively the "Documents") Service Provider and the Client shall be referred collectively as “Parties”. Unless the context otherwise requires, all capitalized terms used but not otherwise defined herein shall have the meanings as found in MSA. Other terms may be defined elsewhere in the text of this Agreement and, unless otherwise indicated, shall have such meaning throughout this Agreement. All capitalized terms used in this Agreement defined in the MSA and the OPF and not defined hereunder shall have the same meaning as defined in the MSA or the OPF.
The Service Provider reserves the right to change the terms and conditions of this Agreement with respect to the Services to be provided by Service Provider to Client subject to mutual approval.