Service Level Agreement
Last Updated on August 1, 2023
Definitions
“We”/”Us”/”Our”/”Kloudbean” means Secured Orbis Pvt. Ltd., a company based in Ludhiana, Punjab, India and/or any of its subsidiaries and/or affiliates involved in providing the Services.
“You”/”Your”/”Yourself”/”User”/”Customer” means the user of the Kloudbean Website and/or customer of the Services.
“Services” means any services offered by Kloudbean on its Website, including but not limited to cloud application deployment, management, and infrastructure management – commonly referred to as the ‘Kloudbean Platform’.
Kloudbean strives to provide a high-quality service and backs it up with a comprehensive Service Level Agreement. This SLA is an integral part of your agreement with us as referenced in our Terms of Service. The compensations described in this SLA are your sole and exclusive compensations for the events covered by the SLA.
Kloudbean may make changes to the Service Level Agreement from time to time. When these changes are made, Kloudbean will make a new copy of the Service Level Agreement available at [Link to SLA]. Kloudbean will also notify You of any substantial changes on the email address provided by You during the registration process, and give You the opportunity to terminate Your contract with Us should you not agree with these substantial changes. You understand and agree that if you use the Services after the date indicated in the said email, Kloudbean will treat your use as acceptance of the updated Service Level Agreement.
Standard Level of Service (Service Standard)
Kloudbean’s goal is to ensure that our services are available to Customers twenty-four hours a day, seven days per week, and three hundred sixty-five days per year (Service Availability).
Please note that Service Availability refers to Kloudbean Platform Console and related services and in no case, we are guaranteeing here the Service Availability of our Partner Cloud Providers (see third-party SLAs in Clause 4 below).
Kloudbean offers two standard support options, Live Chat and Ticketing System.
Credits Disbursed When Service Standard is Not Met
We will compensate our Customers in the event that our Service Standards are not met and provided the Customer(s) would have reported it through our Support Portal. Compensation will be through credit against Your next monthly invoice.
You will receive a credit of five percent of Your total fee (for the month in which the SLA was not met) for each hour in which We fail to meet Our Service Standard levels. Collectively, these are referred to as SLA Credits. SLA Credits are based on our monitoring, may not exceed the total amount of Fees you have paid to us for the month in which we failed to meet the Service Standards set out in Clause 1, may not be aggregated, and will not be paid in cash.
Situations in Which We Will Not Disburse Any Credit
Should we fail to meet the Service Standard goal as a result of scheduled outages, emergency maintenance, or Force Majeure Events, the SLA Credit policy will not be applicable.
If the failure to meet the Service Standards is based on a non-standard environment, customer-authored code, or changes to the Service by parties other than Kloudbean, You will not be entitled to any SLA Credit.
Third Party Infrastructure Providers SLAs
Click here to view Amazon EC2 SLA.
Click here to view Google Compute Engine (GCE) SLA.
Click here to view Vultr SLA.
Click here to view Linode SLA.
Click here to view Up Cloud SLA.
Click here to view Digital Ocean SLA.
End of Service Level Agreement.