At Kaizen Software Solutions we aim to deliver the highest possible levels of up-time and agree that the Hardware on which your Dedicated Server, Cloud server or Virtual machine is based or Server Hardware and service critical infrastructure, including Power and Network Connectivity will be available for 99.99% of the time (excluding scheduled maintenance, advance notice of which will be given wherever possible or any Critical emergency maintenance).
In the event of an outage to one of these service components which results in server downtime customers may be entitled to claim a service credit of one day's service fee for every hour that the server is unavailable, depending upon the outage circumstances. The period of the outage will be measured from the time you report the problem to our confirmation of restoration of service.
SLA claims may be made up to a maximum of one month's service fee in any calendar month.
Outages caused by third party software installations or other modifications to the default server operating system as deployed do not fall within the terms of this Service Level Agreement.
All dedicated servers are subject to a 2 month minimum contract term and 15 days notice period before cancelling Dedicated server else cancellation month charges need to be paid by client..
While Kaizen Software Solutions take Weekly Backups of the customer data on our backup servers, Kaizen Software Solutions cannot guarantee the integrity of the customer data once the restore process has been completed. The backing up of data is subject to clauses '12 B' Section and '1 C' of Kaizen Software Solutions General Terms and Conditions.
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