Service Level Agreement

Definitions:

Infodeck.io Service Level Agreement

“Infodeck” means Infodeck Technology Pte. Ltd.

“We / Our / Ours / Us”refers to Infodeck and its related corporations and their respective officers, servants or agents whether situated in or outside of Singapore

“Customer” means any person(s) or entity(s) who applies or subscribes for or utilises the Services.

“Portal” means the web-portal at URL: https://infodeck.io.

“SaaS” means Software as a Service, a software delivery model in which the software is developed by a Third Party Vendor and its associated data are hosted on the cloud, where users will access through the Portal by using thin clients such as a web browser.

“Services” means the Infodeck products and services you have applied for or are using, including but not limited to custom development and consulting services, software, products and support provided by Infodeck, including without limitation mobile applications, web applications and desktop programs.

“Software” refers to any computer software or programs or mobile application software you use for the delivery of the Services including without limitation any part of the Infodeck website.

“Force Majeure Event” means an event or occurrence:
(a) which is beyond Infodeck or Infodeck’s subcontractor, consultant or agents reasonable control, including, natural disasters like national emergency, strike or equivalent labour action, fire, thunderstorm, storm or other natural disaster, decision by a competent authority, cable or network damage caused by a third party, flooding or equivalent water related accident, peak in the electricity supply, or discontinuation of essential raw material.
(b) which Infodeck or Infodeck’s subcontractor, consultant or agents could not have reasonably foreseen or taken reasonable measures to prevent.

“Subscription Period” refers to the applicable renewable periodic length of time you are authorised to use theServices and for which the applicable Fees (if any) have been either paid in advance or will be paid in arrears (for example 1 month, 2 months, 6 months, 12 months,24 months).

“You / Your / Yours” refers to you, your agents and end users of the Services.

“End User” means any person(s) authorised by the Customer to use the Service.

“Intellectual Property Rights” means all copyright, patent, trademarks, confidential information and other intellectual property relating to or embodied in the Service and any software, service documents and/or work provided in relation to the Service and all documentation thereof.

Parties

Infodeck Technology Pte. Ltd. , a company incorporated under the laws of Singapore with its registered office at 68 Circular Road #02-01, 049422, Singapore and Unique Entity Number 202230608E (the “ Supplier ”).   

Background

The Supplier offers a Software-as-a-Service solution known as Infodeck.io (the “ Services ”).

1. Service uptime commitment

For the purpose of measuring the quality of service that the Supplier delivers, the Supplier is committed to the following:
(a) the Supplier will provide access to theSoftware on a twenty-four hours a day, seven days a week (24 x 7) basis, at a rate of 99.9% (“Services Uptime Metric”); and
(b) the Services Uptime Metric commences on the “Go Live Date”, which means the date the customer made payment or started to use the second subscription. 

2. Measurement method

The Services Uptime Metric will be measured using Uptime Monitoring Services.
On a quarterly basis, the Services Uptime Metric will be measured using:
(a) the measurable hours in the quarter (total time minus planned downtime, including maintenance, upgrades, etc.) as the denominator; and
(b) the denominator value minus the time of any outages in the quarter (duration of all outages combined) as the numerator, to give the percentage of available uptime.
An “outage” is defined as consecutive failures to connect to Infodeck.io within a 15-minute period (not including local telcos outage or Internet connection issues faced by the user), lasting until the condition has cleared. 

3. Boundaries and exclusions

The Services Uptime Metric will not apply to performance issues caused by the following:
(a) Overall Internet congestion, slowdown, or unavailability;
(b) Unavailability of generic Internet services due to virus or hacker attacks;
(c) Events or circumstances that are outside the reasonable control of the Parties including acts of God, fire, explosion, typhoon, storm, earthquake or other similar occurrence, orders of acts of military or civil authority, or national emergencies, insurrections, riots, wars, strikes, or other force majeure events;
(d) Actions or inactions of the Customer or third parties beyond the control of the Supplier;
(e) A result of the Customer equipment or third-party computer hardware, software, or network infrastructure not within the sole control of the Supplier; or
(f) Scheduled SaaS infrastructure maintenance. 

4. Reporting

The Supplier will provide a report on the Services Uptime Metric (“Uptime Metric Report”) to the Customer upon request. If the Customer disagrees with the Uptime Metric Report, written notice of the disagreement must be provided to the Supplier within seven (7) days of receipt of the Uptime Metric Report. 

5. Service credits

If the Supplier fails to meet the Services Uptime Metric in any quarter, the Customer will be entitled to service credits(“Service Credits”) as follows. Service credits will be added into theCustomer’s account and are non-transferable or exchangeable for cash. Service credits are solely to be used for the payment of Infodeck’s services.:  

SLA chart within page

*The daily service credits’ amount will be calculated by dividing the amount of the monthly subscription paid by 30 days whereas the yearly subscription service credits’ amount will be divided into the number of months subscribed for before further dividing the amount by 30days.Service Credits are cumulative. Any charges incurred by the Customer will be payable after all Service Credits have been fully utilised. Payment by service credits is capped at one month of the subscriptions paid.Service Credits cannot be transferred or applied to any account other than the Customer’s own account. Service Credits are forfeited upon termination of this Agreement. 

6. Support Terms

Infodeck.io Service Level Agreement Support Terms

Technical support hours: seven days a week, 24hours a day (support ticket / email) (“Support Hours”).
The Customer may initiate a help request during the Support Hours by emailing us at support@infodeck.io. Support agents’ reply will be sent within 18hours or less on working days (Mondays to Fridays excluding public holidays UTC01:00 to UTC 09:00).Critical technical issues (E.g. system failure) will be attended to as soon as an agent is available (seven days a week, 24 hours a day). 

7. Modification

Infodeck reserves the right to modify or revise this SLA at any time.

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