Service Level Agreement (SLA)
This service level agreement (hereinafter referred to as the agreement) is based on the use of ReadySpace Cloud Service (RCS), and is a service policy given to ReadySpace users by ReadySpace (SG) Pte Ltd.
This agreement applies to every account. Unless otherwise specified, the individual words in this agreement are defined in accordance with the ReadySpace main service agreement. We have the right to modify this agreement at any time in accordance with ReadySpace's main service agreement.
In addition to the fixed maintenance time of the data center, ReadySpace promises that the important infrastructure systems (including power supply and HVAC) of the data center will have 99.95% normal use time per month. For every 30 minutes of blocked service in the current month, ReadySpace will provide a 5% monthly fee credit to users who are blocked from the service in the current month (the upper limit is 100% of the monthly fee for the blocked server). Important infrastructure systems include uninterruptible power systems and network wiring systems (not including power supply at the user end). Regarding the calculation method of the service blocked time caused by the power supply or heat source, we will count from the time when the user issues a ticket for individual server blocking issues until the server service and power supply return to normal.
In addition to the fixed maintenance time for network services, ReadySpace promises that our network services (including routers, switches and wiring systems; excluding software and services for client servers) will be 99. 95% of normal use time. For every 30 minutes of blocked service in the current month, ReadySpace will provide a 5% monthly fee credit to users who are blocked from the service in the current month (the upper limit is 100% of the monthly fee for the blocked server). Regarding the calculation method of the service blocked time, we will evaluate the time when an individual user issues a ticket for failure to transmit or service blocked.
ReadySpace promises that if there are any problems with components or hardware, it will be replaced for free to maintain service. We will complete the replacement according to the hardware replacement time in your technical support plan. For every hour of overtime hardware replacement, ReadySpace will provide users with blocked services with a 5% monthly fee credit for the month (the upper limit is 100% of the monthly fee for the blocked server). This agreement does not include the time to rebuild the Redundant Array of Independent Disks and reinstall the system and programs. The hardware definition includes central processing unit, random access memory, hard disk, motherboard, network card and other related components. This hardware replacement time agreement also does not include faulty hardware that is not held by ReadySpace.
ReadySpace promises that all software provided are genuine. When software vendors provide new versions, we will also provide software updates, but they may not be installed automatically.
ReadySpace promises to respond in time according to the response in the technical support plan you have subscribed to. We will reply on the specified time and medium according to the technical support plan you have subscribed to.All ReadySpace services will be accompanied by basic level technical support. Our existing technical support plans are: (1) Basic level; (2) Development level; (3) Business level; (4) Enterprise level; and (5) Premium level. For details, please refer to the ReadySpace official website.
Our current official technical support channel is only "Power Support [Global]" on the client control panel. If you contact in other ways, we may not be able to respond.
Effective date: April 1, 2018 .