Service Level Agreement

This document outlines the Service Level Agreement (SLA) for your use of the R7world.com "Service". It explains the service guarantees offered, how to claim credits for downtime, and other relevant terms. This SLA applies in conjunction with the R7world.com Terms of Service ("Product Terms").

  1. SCOPE AND DEFINITIONS
    1. Monthly Service Fee: The Monthly Service Fee encompasses the entirety of expenses incurred for the Services within a single billing month. In cases where payment is made in advance as a lump sum, the Monthly Service Fee is determined by dividing the lump sum payment by the number of months covered by said payment.
    2. Monthly Uptime Percentage: A percentage reflecting service availability, calculated as:
      Monthly Uptime Percentage = 100% * (total operational minutes in a calendar month − downtime) / Total operating minutes in a calendar month
    3. Downtime: The total number of monthly minutes when your Server loses external connectivity or functionality.
    4. Exclusions: Situations where service unavailability, suspension, or termination are due to the following reasons:
      • Events beyond our reasonable control like earthquakes, submarine cable outages, telecommunication system failures, riots, natural disasters, etc.
      • Events caused by your actions or inactions while using the Service.
      • Events caused by your equipment, software, or technology (or that of a third party outside our control).
      • Your failure to comply with mandatory Service configurations.
      • Unauthorized or unlawful use of the Service, or violations of R7world.com Terms and Conditions.
      • Unpaid charges owed to us.
      • Significant incidents or breakdowns of relevant internet service providers (ISPs).
      • Scheduled downtime.
    5. Scheduled Downtime: Periods when the network, hardware, or service undergoes maintenance or upgrades. We will make reasonable efforts to notify you beforehand.
    6. Service Guarantee: The minimum uptime percentage we strive to achieve (defined in Section 2).
    7. Service Credit: A portion of your Monthly Service Fee is credited to you for valid downtime claims submitted through our service credit claim process (Section 3).
  2. SERVICE LEVEL AGREEMENT

    We are committed to exerting commercially reasonable efforts to achieve a Monthly Uptime Percentage of no less than 99.95% every calendar month concerning your utilization of the Service (referred to as the "Service Guarantee"). Should we fail to meet this Service Guarantee, subject to the terms and conditions outlined in this SLA, you reserve the right to claim a Service Credit rebate as detailed in Section 3. It's important to note that the Service Guarantee does not extend to Exclusions as specified.

    Hardware Service Level Agreement (SLA)
    We promise that if there's a hardware issue with your server, we'll replace it within eight (8) hours of finding the problem. The countdown starts when you tell us about the issue, and we confirm it's because of faulty hardware.
    If we can't replace the faulty hardware within eight hours, we'll give you a credit as per the Service Credit Calculation.

    Network Service Level Agreement (SLA)
    We're committed to giving you reliable service. Our network is built with top-quality equipment and multiple connections to ensure you always have fast and dependable internet access. Our data centers have backup systems in place to keep things running smoothly, even in emergencies like power outages.
    Your security is important to us, so only our employees have access to our server rooms. You won't be allowed personal access to the servers for security reasons.
    We ensure that our network will be up and running 99.95% of the time, excluding planned maintenance. If there's any downtime on our network, not including planned maintenance, and if we can't fix the issue within eight (8) hours, we'll credit you as per our Service Credit Calculation.

  3. SERVICE CREDIT CLAIM PROCESS
    1. Filing a Service Credit Claim: If you believe the Service Guarantee for your Server was not met in a calendar month, you can file a Service Credit claim according to Clause 3.2. Your claim must include:
      • A detailed explanation of the issue, including logs or request failure notifications documenting the errors and downtime.
      • The date, time, and duration of the downtime event.
      • Information about impacted instances, including their IDs.
      • Any other relevant information we request to support your claim.
    2. Claim Submission Deadline: We must receive your Service Credit claim within thirty (30) days of the last day of the calendar month when the downtime occurred. Failing to submit the claim within this timeframe will result in forfeiting your right to claim a Service Credit.
    3. Claim Evaluation: Upon receiving your claim, we will investigate and evaluate it. We may request your assistance in a joint investigation to determine if the Service Guarantee was breached and, if so, the cause of the failure.
    4. Service Credit Calculation: If our investigation confirms a Service Credit is warranted, the credit amount will be determined based on the following table:
      Monthly Uptime Percentage Service Credit Percentage
      Less than 99.95%, but equal to or greater than 99.00% 5%
      Less than 99.00% 10%
    5. Service Credit Application: Subject to Clauses 3.1, 3.2, and 3.3, the Service Credit will only be applied to offset the fees you pay for the affected Service. It cannot be used towards other R7world.com services unless we explicitly state otherwise in writing.
    6. Service Credit Limits: The maximum Service Credit issued for a specific Service or Service Resource in any billing month cannot exceed 15% of your Monthly Service Fee for that Service or Resource.
    7. Service Credit Expiry: Service Credits must be used within one (1) year of being issued.
    8. Final Judgement on Claims: You agree that our judgment regarding your Service Credit claim will be final and binding.
  4. RESPONSE AND RESOLUTION TIME

    Priority Target Response Time Target Resolution Time
    Normal 4 hours 24 hours
    High 2 hours 8 hours
    Urgent 1 hours 4 hours
    Emergency 30 minutes 2 hours

  5. RESPONSIBILITIES

    Provider Responsibilities

    • Provision and Maintenance of Server Hardware and Infrastructure: This entails the setup and upkeep of server hardware and associated infrastructure to ensure optimal performance and reliability.
    • Monitoring Server Uptime: Constant monitoring of server uptime to promptly address any disruptions or irregularities, ensuring uninterrupted service.
    • Technical Support: Providing comprehensive technical support and assistance to the Client as delineated in this SLA, ensuring prompt resolution of any issues or queries pertaining to network and hardware only. Support will not cover:
      • Configuration and deployment of application.
      • Database configuration and management.
      • Coding or development.
      • Issues arising due to any third-party application or license.
    • Total and maximum liability of R7world.com in any circumstances of whatsoever nature against any damages or claims of any kind will not exceed beyond the revenue generated during the preceding 1 (one) month.

    Client Responsibilities

    • Provision of Accurate Information: Furnish precise information and requirements for server provisioning, facilitating the setup process and ensuring alignment with operational needs.
    • Compliance with Usage Policies: Adhere to the Provider's usage policies and guidelines, promoting responsible and compliant utilization of server resources.
    • Prompt Reporting of Issues: Immediately report any server issues or concerns to the Provider, enabling timely resolution and minimizing potential disruptions to service.
    • Access Control: Ensure that only authorized personnel access the servers, maintaining the security and integrity of the system infrastructure.

  6. SERVER TERMINATION

    Your server with R7world.com may be terminated for the following reasons:

    1. Voluntary Cancellation: If you decide to discontinue our services at any point during your subscription and request immediate termination, your server will be suspended immediately and terminated within 24 hours upon your cancellation request.
    2. Expiration Cancellation: Upon the expiration of your subscription, if you request to cancel our services, your server will be suspended at the end of the subscription period and terminated within 24 hours thereafter.
    3. Non-Renewal: Failure to renew the subscription of your server on the due date will result in immediate suspension of your server, followed by termination within 24 hours after the expiration date.
    4. Violation of Terms of Service: Any violation of our Terms of Service during your subscription period will lead to immediate suspension and termination of your account upon notification of the violation.
    5. Fraud Detection: Our system actively monitors all orders for potential fraud. If there are indications of fraudulent activity and requested information is not provided during the verification process, your account will be suspended and terminated immediately.
    6. Disputes or Chargebacks: In case of a dispute or chargeback related to a violation of our Terms of Service, your server will initially be suspended. You will be given a 7-day timeframe to resolve the concern with R7world.com. If the issue remains unresolved, termination of your server will occur.
    7. All disputes arising out of or in relation to the present agreement shall be subject to exclusive jurisdiction of Nashik, Maharashtra, India. Every dispute shall be resolved mutually between the parties, failing which the same shall be referred to sole arbitrator appointed by R7world.com

  7. RACKSPACE AND NETWORK OPTIONS
    1. Shared rack space: Customers share physical racks or cabinets in the data center, reducing costs as infrastructure is shared among multiple users.
    2. Shared Network: The network infrastructure, including switches and routers, is shared among all customers, enabling communication with other servers and external networks.
    3. Dedicated rack space and Network (optional): Customers can opt for exclusive use of a rack and a dedicated network connection, offering added security and control at a higher cost.
    4. Management and Maintenance: The data center provider handles the management and upkeep of shared infrastructure, ensuring security, reliability, and performance for all customers. The choice between shared and dedicated options depends on factors like budget, security, and performance requirements.
  8. ADDITIONAL TERMS
    1. System Records Consistency: In the event of any inconsistency between your records and ours concerning your claim, our system records will always prevail and serve as the final reference for calculating Service Credits. This stands unless the discrepancy arises from a material error or malfunction in our system.
    2. SLA Modification: We retain the right to amend and restate the terms of this SLA at any time by publishing an updated version on our website. Your continued use of the service after the publication of the revised SLA implies your acceptance of the changes made.
    3. Integration with Service Agreement: This SLA forms an integral part of your agreement to procure and utilize the Service.

Note: It is recommended to maintain a backup of your server to prevent data loss upon termination. Once your server is terminated, all files will be deleted, and R7world.com shall not be liable for any data loss.

```