What percentage of the time services will be available to the customers?
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.
A Service Level Agreement is a legally binding document that says we will provide certain services, on a specific schedule, without any failure. If we do not follow the Service Level Agreement, you can take action against us, including reporting us to the Better Business Bureau.
Sagenext Infotech will tell you why that won’t happen:
SageNext Infotech reputation depends on us fulfilling our customers Service Level Agreements terms.
SageNext Infotech knows the ramifications if our bookkeepers/CPAs miss deadlines or fail to fulfill the SLA guidelines and regulations.
SageNext Infotech provides customers virtual accounting services to businesses. If we did not provide the services we promise, we would not be in business anymore.
SageNext Infotech’s goal is to achieve 100% Service Availability for all customers around the globe.
Subject to Sections 3 and 4 below, if the Service Availability of customer’s Virtual Servers is less than 100%, SageNext Infotech will issue a credit to customer in accordance with the following schedule, with the credit being calculated on the basis of the monthly service charge for the affected Services:
90%-100% | 0% |
80% – 90% | 5% |
70% – 80% | 10% |
60% – 70% | 20% |
50% – 60% | 30% |
50% or below | 100% |
Customer shall not receive any credits under this Service-Level Agreement in connection with any failure or deficiency of Service Availability caused by or associated with:
To receive a credit, the customer must make a request by sending an e-mail message to accounting@thesagenext.com. Each request in connection with this SLA must include the customer’s account number and the dates and times of the unavailability of customer’s Web site and must be received by Sagenext Infotech within ten (10) business days after the customer’s services were not available. If the unavailability is confirmed by SageNext Infotech, credits will be applied within two billing cycles after SageNext Infotech’s receipt of the customer’s credit request. Credits are not refundable and can be used only towards future billing charges.
Notwithstanding anything to the contrary herein, the total amount credited to customer in a particular month under this SLA shall not exceed the total fee paid by customer for such month for the affected Services. Credits are exclusive of any applicable taxes charged to customer or collected by SageNext Infotech and are customer’s sole and exclusive remedy with respect to any failure or deficiency in the Customer’s Services Availability.