Service Level Agreement

During the term of any active subscription of a customer on Misiki Technologies LLP platform, the Misiki Technologies LLP Covered Services web interface will be operational and available to the customer at least 99.9% of the time in any calendar month (the Misiki Technologies LLP SLA). If Misiki Technologies LLP does not meet the Misiki Technologies LLP SLA, and if the customer meets its obligations under this Misiki Technologies LLP SLA, the customer will be eligible to receive the Service Credits described below. This Misiki Technologies LLP SLA states customer's sole and exclusive remedy for any failure by Misiki Technologies LLP to meet the Misiki Technologies LLP SLA.

Definitions

The following definitions shall apply to the Misiki Technologies LLP SLA.

  • Downtime means, for a domain, if there is more than a five per cent user error rate. Downtime is measured based on the server-side error rate.
  • Misiki Technologies LLP Covered Services means the Misiki Technologies LLP Admin Panel and the Misiki Technologies LLP APIs that powers the customer’s website that are the part of the subscription plan. This does not include the downtime caused by third party applications like Payment Gateways, Logistics APIs, Google Analytics, Purechat etc.
  • Monthly Uptime Percentage means the total number of minutes in a calendar month minus the number of minutes of Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month.
  • Service Credit means the following:
Monthly Uptime Percentage Days of Service added to the end of the Service term (or monetary credit equal to the value of days of service for monthly postpay billing customers), at no charge to Customer
99.9% ->= 99.0% 3
99.0% ->= 95.0% 7
95.0% 15

Customer Must Request Service Credit

In order to receive any of the Service Credits described above, a customer must notify Misiki Technologies LLP within thirty days from the time the customer becomes eligible to receive a Service Credit. Failure to comply with this requirement will forfeit the customer's right to receive the Service Credit.


Maximum Service Credit

The aggregate maximum number of Service Credits to be issued by Misiki Technologies LLP to the customer for all Downtime that occurs in a single calendar month shall not exceed fifteen days of Service added to the end of the customer's term for the Service (or the value of 15 days of service in the form of a monetary credit to a monthly billing customer’s account). Service Credits may not be exchanged for, or converted to monetary amounts, except for customers who are on Misiki Technologies LLP monthly subscription plans.


Misiki Technologies LLP SLA Exclusions

The Misiki Technologies LLP SLA does not apply to any services that expressly exclude this Misiki Technologies LLP SLA (as stated in the documentation for such services) or any performance issues that resulted from the customer's equipment or third-party equipment, or other external factors that are not within the primary control of Misiki Technologies LLP.

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