Service Level Agreement

Service Level Agreement of Sagenext Infotech

ANY REFERENCE TO “COMPANY, WE, US, AND/OR OUR” IN THIS AGREEMENT SHALL BE UNDERSTOOD TO MEAN SAGENEXT INFOTECH LLC. ANY REFERENCE TO “CUSTOMERS AND YOU” IN THIS AGREEMENT SHALL BE UNDERSTOOD TO MEAN THE SERVICE USERS.

This Service Level Agreement is a mutual agreement between the company and the customers, which defines the type and quality of services provided by the company to the customers. It includes both Virtual Server Hosting Plans and Virtual Applications Hosting Plans and is applicable to every customer, who has ordered any services from Sagenext and their account is active on Sagenext’s cloud servers.

This SLA is entered into by and between the company and customers as of the date the agreement is signed; which is the date of acceptance by customers.

The company provides tax and accounting application hosting services to the customers in exchange for the pre-defined subscription fee (the “Hosting Fee”). Customers can order the required hosting services via the company’s website or by directly contacting the Sales team.
Once the 7-day trial period is over, the customer needs to make initial payment and after the payment is processed, the account will be activated.
Once the account is activated, the company will ensure the services are accessible to the customer at all times, except routine and emergency maintenance downtimes.
The company will provide agreed upon server resources, data storage and bandwidth limits to the customers for using the services.
The company will monitor and maintain regular data backup and store the backed-up data in a secured facility.
The company will provide unlimited technical support to the customers related to the subscribed hosting services.

Some guidelines that SLAs consists of are as follows

What percentage of the time services will be available to the customers?
The number of customers that can be served concurrently.
Specific performance benchmarks to which real performance will be periodically compared.
The time schedule for notification in advance of network changes that may affect customers.
Sagenext Infotech help-desk response time for various varieties of issues.
Dial-in access availability provided by service provider Sagenext.
Usage statistics that will be provided by Sagenext.

Service Level Agreement

Service Level Agreement of Sagenext Infotech

Some guidelines that SLAs consists of are as follows

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