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.

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.

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. However, at Sagenext Infotech, we take pride in our commitment and we ensure that it never 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.

Service Goal of Sagenext:

SageNext Infotech’s goal is to achieve 100% Service Availability for all customers around the globe.

Remedy:

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%

Exceptions:

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:

Credit Request and Payment Procedures:

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.