This Agreement is effective the date on which Order Processing Form (OPF) is placed and Customer accepts the terms as mentioned in the Master Service Agreement (MSA) and this Service Level Agreement (SLA) which forms part of the OPF…
1. DEFINITIONS
- Colocation Services: Rack space provided with power, cooling, and internet bandwidth as per OPF.
- Customer Area: Rack or space assigned for the server hosting purpose.
- Downtime (D): Duration of unavailability calculated in hours/month.
- Emergency Maintenance: Urgent maintenance required to address critical faults.
- Facility: Data center locations across India and USA where services are hosted.
- Network: Service Provider’s internal network infrastructure and equipment.
- Service Outage: Any unscheduled failure in services leading to inaccessibility.
2. SCOPE OF THE SERVICES
Strad Solutions provides services as detailed in the OPF, with high availability infrastructure such as:
- Dual active power sources
- Tier IV fault-tolerant architecture
- Carrier-neutral datacenter facilities
Guaranteed SLA uptime: 99.95%
Cooling SLA: 21°C (+/- 2°C), Humidity: 50% (+/- 5%)
3. EXCEPTIONS
These scenarios do not qualify as downtime:
- Scheduled maintenance (1–5 AM with prior notice)
- Issues outside Strad infrastructure (customer errors, 3rd-party ISPs)
- Security events (DDoS, hacks, virus)
- Force Majeure
4. SERVICE CREDIT
| Availability in % | Service Credit |
|---|---|
| >= 99.9% | No Credit |
| 99.0%–99.9% | 2 days prorated credit |
| 98.0%–99.0% | 7 days prorated credit |
| < 98.0% | 15 days prorated credit |
5. PAYMENT TERMS
Customer agrees to pay all setup, quarterly, and additional charges in advance as per OPF.
6. PROCEDURE FOR SERVICE CREDITS
- Report outage via support desk (ticketing system or email)
- Request service credit referencing the ticket
- Prorated credit applied to next billing cycle
7. WARRANTIES
- Strad: Will provide services professionally with adherence to SLA.
- Customer: Agrees not to violate VoIP/Telecom interconnect regulations in India.
8. SUPPORT CONTACT
- Mobile: 9930729291 / 9224427990
- Email: support@stradsolutions.com
- Website: www.stradsolutions.com
DISCLAIMER
Strad will inform customers of outages within 20 minutes. As services depend on third-party hardware/software, service credits are not applicable for managed load balancers. Server manufacturers may be changed without affecting contract specs.