1. Definitions:
- “Client” refers to the individual or entity engaging the services of The Procedural Software Ltd.
- “Services” refers to the system administration and infrastructure management outsourcing services provided by The Procedural Software Ltd.
- “SLA” refers to the Service Level Agreement governing the level of service provided by The Procedural Software Ltd.
- “Disaster Recovery” refers to the backup and recovery solutions offered by The Procedural Software Ltd.
2. Service Offerings:
- The Procedural Software Ltd. offers a range of system administration and infrastructure management outsourcing services, including but not limited to cloud administration, server administration, panel administration, security audits, disaster recovery, and more.
- Clients may select from various service tiers, including Basic, Standard, Enhanced, and Custom, each offering different levels of support, features, and service commitments as outlined in the corresponding SLA.
3. Service Level Agreements (SLAs):
3.1 Basic SLA:
- Response Time: Guaranteed response within 24 hours during business hours (9:00 AM – 5:00 PM, Monday to Friday).
- Resolution Time: Guaranteed resolution within 72 hours during business hours (9:00 AM – 5:00 PM, Monday to Friday).
- Uptime Guarantee: Minimum uptime of 99.5% for the services provided.
- Escalation Procedures: Standardized process for escalating unresolved issues, with escalation to a senior engineer within 24 hours if necessary.
- Communication: Quarterly performance reports and updates on service performance.
3.2 Standard SLA:
- Response Time: Guaranteed response within 12 hours during business hours (9:00 AM – 5:00 PM, Monday to Friday).
- Resolution Time: Guaranteed resolution within 48 hours during business hours (9:00 AM – 5:00 PM, Monday to Friday).
- Uptime Guarantee: Minimum uptime of 99.9% for the services provided, with compensation for any downtime exceeding this threshold.
- Support Resources: Dedicated account manager available during business hours (9:00 AM – 5:00 PM, Monday to Friday) for priority support.
- Monitoring: 24/7 monitoring of critical systems with alerts and proactive issue identification.
- Communication: Monthly performance reports, regular meetings with account manager to discuss service performance and client feedback.
3.3 Enhanced SLA:
- Response Time: Guaranteed response within 4 hours 24/7.
- Resolution Time: Guaranteed resolution within 24 hours 24/7.
- Uptime Guarantee: Minimum uptime of 99.95% for the services provided, with compensation for any downtime exceeding this threshold.
- Support Resources: Dedicated account manager available 24/7 for priority support, with direct access to senior engineers and technical specialists.
- Monitoring: Real-time monitoring of critical systems with proactive issue resolution and continuous improvement recommendations.
- Communication: Weekly performance reports, monthly meetings with account manager to review service performance and discuss strategic improvements.
3.4 Custom SLA:
- Service Level Tailoring: Ability to define personalized service level commitments based on client requirements.
- Flexible Response and Resolution Times: Customizable response and resolution times aligned with business priorities.
- Uptime Targets: Tailored uptime targets and compensation mechanisms for service disruptions.
- Support Resources: Option for dedicated support resources or on-demand access to experts.
- Communication: Personalized communication channels and reporting formats to meet client preferences.
4. Disaster Recovery:
- Basic Disaster Recovery: Standard backup and recovery solutions with predefined recovery times and procedures, including daily, weekly, and monthly backups with up to one-month retention. Weekly test restores are conducted to ensure data integrity.
- Standard Disaster Recovery: Enhanced backup and recovery solutions with faster recovery times and regular testing, including daily, weekly, and monthly backups with up to six-month retention. Weekly test restores are conducted to ensure data integrity.
- Enhanced Disaster Recovery: Comprehensive backup and recovery solutions with real-time replication, failover capabilities, and continuous monitoring, including hourly, daily, weekly, and monthly backups with up to one-year retention. Continuous test restores are conducted to ensure data integrity.
- Custom Disaster Recovery: Tailored disaster recovery solutions based on specific business requirements, including backup frequency, retention periods, and testing protocols customized to meet the client’s needs.
5. Payment and Fees:
- Clients are responsible for payment of fees associated with the selected service tier and any additional services or features requested.
- Fees are payable on a monthly basis in advance, unless otherwise agreed upon in writing.
- Failure to pay fees may result in suspension or termination of services, at the discretion of The Procedural Software Ltd.
6. Term and Termination:
- The term of the agreement shall commence on the date services are initiated and shall continue on a month-to-month basis thereafter, unless terminated by either party with thirty (30) days’ written notice.
- The Procedural Software Ltd. reserves the right to terminate services immediately in the event of material breach of the agreement by the client.
7. Confidentiality:
- The Procedural Software Ltd. and the client agree to maintain the confidentiality of any proprietary or sensitive information disclosed during the course of the agreement.
- Confidential information shall not be disclosed to third parties without the prior written consent of the disclosing party.
8. Limitation of Liability:
- The Procedural Software Ltd. shall not be liable for any indirect, incidental, special, or consequential damages arising out of or in connection with the services provided, including but not limited to loss of data, loss of profits, or business interruption.
- In no event shall The Procedural Software Ltd.’s total liability exceed the total fees paid by the client for the preceding three (3) months.
9. Governing Law and Jurisdiction:
- This agreement shall be governed by and construed in accordance with the laws of England and Wales, without regard to its conflict of law principles.
- Any disputes arising out of or in connection with this agreement shall be resolved exclusively in the courts of England and Wales.
10. Entire Agreement:
- This agreement constitutes the entire understanding between The Procedural Software Ltd. and the client with respect to the subject matter hereof, and supersedes all prior agreements and understandings, whether written or oral.
11. Amendments:
- This agreement may only be amended in writing signed by both parties.
By engaging the services of The Procedural Software Ltd., the client agrees to be bound by these terms and conditions. If you have any questions or concerns regarding these terms, please contact us for clarification.