DCS PLUS BPO CLOUD HOSTING SLA

SERVICE AVAILABILITY

1.       Service availability

• As long as you have an active and valid account with us, we guarantee the availability of our services.

• "Service availability" or “up-time” shall be calculated based on the number of minutes in a month in which our services are available.

• Up-time criteria must be objective as we cannot be responsible for third party systems or networks between you and us. This is why up-time is calculated based on the amount of time your systems have no external connectivity as point-of-measurement.

NOT COVERED BY GUARANTEE

2.       When we are not responsible for no service availability

We can guarantee service availability only to areas considered under our control, that is our up links to the Internet, our routers, and our servers.

Our guarantee does not cover circumstances beyond our reasonable control such as:

• scheduled maintenance and emergency maintenance and upgrades;
• force majeure events or other disturbance, interruption of or delay in telecommunications or third-party services, or coordinated hacker attacks;
• your acts or omissions, including faults in your custom scripting or coding (e.g., CGI, Perl, HTML, ASP, Ruby, PHP, Python, etc.), or your breach of our terms and conditions;
• outages elsewhere on the Internet that hinder access to your account;

SUPPORT

3.       Support Services

Basic support is included with your dcs plus BPO hosting account. We’re here to assist if you are experiencing problems with our services – for example, machine is not provisioning or not responding.

You can also purchase additional levels of support by contacting your account manager within dcs plus group.

If you purchase additional support services, you must do so for the entire set of machines under one account.

If you have multiple accounts, you can select appropriate support service tiers for each individual account but cannot mix support tiers between accounts.