Service Level Agreement

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Service Level Agreement (SLA)
1. Coverage and Definitions:
This Service Level Agreement (SLA) applies to you ("client") if you have ordered any of the web hosting services from Srishti IT Solutions(the "Services") and your account is current (i.e., not past due) with Srishti IT Solutions. As used herein, the term "Service Unavailability" means the total number of hours of a particular month (based on 24-hour days for the number of days in the subject month) that the content of client's web site is unavailable for access by third parties via HTTP and HTTPS, and malfunction of emails and Plesk, Cpanel.
2. Service Level:
This agreement sets out the minimum level of service that clients of Srishti IT Solutions can expect and levels of reimbursement for failure to meet such levels. Srishti IT Solutions aims to easily surpass these minimum objectives.
Subject to Sections 3 and 4 below, Srishti IT Solutions will reimburse in the form of credits to clients in accordance with the following schedule, with the credit being calculated on the basis of the monthly service charge for the affected services:
 Service Unavailability
 Less than 4 hours  None
 Between 4 and 24 hours  25% of monthly fee or 8 days of free web hosting
 More than 24 hours  50% of monthly fee or 15 days of free web hosting
3. Exceptions:
Srishti IT Solutions shall not be liable to reimburse in any form for failure to meet any of the guaranteed service level where such failure arises from any one or more of the following:
a. Faults caused by the client's equipment, applications, interconnected equipment, networks, systems or gateways and / or the acts or omissions of the Customer, third party components whether within or outside Srishti IT Solutions. Network or the acts or omissions of local exchange carriers or failure of third party services.
b. Disconnection and / or reconnection of the services due to non-payment of any charges payable to Srishti IT Solutions or where the services are disconnected by reason of it being used for any illegal, unlawful or other objectionable purpose described in Terms of Use .
c. Scheduled or routine maintenance or reconfiguration of the Network or Srishti IT Solutions's equipment, including without limitations the following.
 - Maintenance by local public telecommunications and telegraph service provider on access circuits between Srishti IT Solutions and the clients' web sites.
 - Maintenance (hardware or software) made on a local Srishti IT Solutions's node or on Srishti IT Solutions's equipment on the clients' premises / web site.
 - Maintenance (software) made globally on Srishti IT Solutions's network.
d. Faults arising from reasons beyond Srishti IT Solutions's reasonable control and force major events including but not limited to catastrophic incidents, riots, vandalism, lightning, power failure, fire, flood, earthquake, emergency, curfew, industrial disputes, acts or omission of any person for whom Srishti IT Solutions Is not responsible or any causes whether similar or otherwise outside Srishti IT Solutions's control.
e. Scheduled maintenance and emergency maintenance and upgrades
f. DNS (Domain Name Server) issues outside the direct control of Srishti IT Solutions
g. DNS Propagation
h. Outages elsewhere on the Internet that hinder access to your account or services. Srishti IT Solutions is not responsible for browser or DNS caching that may make your web site appear inaccessible when others can still access it. Srishti IT Solutions will guarantee only those areas considered under the control of Srishti IT Solutions.
i. Client's acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding, e.g. CGI, PERL, HTML, PHP, etc., any negligence, willful misconduct, or use of the Service in breach of Srishti IT Solutions's Terms of Use.
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