Business Productivity Simplified

Webrino Service Level Agreement

The Webrino Service Level Agreement ("SLA") is a policy governing the use of Webrino in the Cloud ("Software") services under the terms & conditions of the Customer Agreement (the "Agreement") between Webrino Business Software LLP ("Webrino", "webrino.com", "us" or "we") and users of the Software ("you"). Unless otherwise provided herein, this SLA is subject to the terms of the Customer Agreement and capitalized terms will have the meaning specified in the Agreement. We reserve the right to change the terms of this SLA in accordance with the Agreement.

This SLA is in effect since: November 7, 2018

Service Commitment

Webrino will use commercially reasonable efforts to make Software available with an Annual Uptime Percentage of at least 99.9% during the Service Year. In the event Software does not meet the Annual Uptime Percentage commitment, you will be eligible to receive a Service Credit as described below.

Definitions

  • “Service Year” is the preceding 365 days from the date of an SLA claim.
  • “Annual Uptime Percentage” is calculated by subtracting from 100% the percentage of 5 minute periods during the Service Year in which the Software was inaccessible, not subject to unavailability of an internet connection (see Exclusions below). If you have been using the Software for less than 365 days, your Service Year is still the preceding 365 days but any days prior to your use of the service will be deemed to have had 100% availability. Any downtime occurring prior to a successful Service Credit claim cannot be used for future claims. Annual Uptime Percentage measurements exclude downtime resulting directly or indirectly from any SLA Exclusion defined below.
  • The “Eligible Credit Period” is a single month, and refers to the monthly billing cycle in which the most recent Region Unavailable event included in the SLA claim occurred.
  • A “Service Credit” is a Indian Rupee credit, calculated as set forth below, that we may credit back to an eligible Software account.

Service Commitments and Service Credits

If the Annual Uptime Percentage for a customer drops below 99.9% for the Service Year, that customer is eligible to receive a Service Credit equal to 5% of their bill for the Eligible Credit Period. To file a claim, a customer does not have to have wait 365 days from the day they started using the service or 365 days from their last successful claim. A customer can file a claim any time their Annual Uptime Percentage over the trailing 365 days drops below 99.9%.

We will apply any Service Credits only against future Software payments otherwise due from you. Service Credits shall not entitle you to any refund or other payment from Webrino. Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the Agreement, your sole and exclusive remedy for any unavailability or non-performance of the Software or other failure by us to provide the Software is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA or termination of your use of the Software.

Credit Request and Payment Procedures

To receive a Service Credit, you must submit a request by sending an e-mail message to sla-request@webrino.com. To be eligible, the credit request must (i) include your App URL in the subject of the e-mail message (the App URL is what is typed in the address bar such as secure.webrino.com/your_app_area); (ii) include, in the body of the e-mail, the dates and times of each incident of Unavailability that you claim to have experienced; (iii) include recent hits request logs that document the errors and corroborate your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks); and (iv) be received by us within thirty (30) business days of the last reported incident in the SLA claim. If the Annual Uptime Percentage of such request is confirmed by us and is less than 99.9% for the Service Year, then we will issue the Service Credit to you within one billing cycle following the month in which the request occurred. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit.

SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of the Software, or any other Software performance issues:

  • that result from a suspension as described Agreement, including non-payment of dues;
  • if we have informed you of scheduled down-time for the upgrade or replacement of the Software at least 30 minutes in advance.
  • caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of the Software;
  • that result from any actions or inactions of you or any third party;
  • that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control);
  • arising from our suspension and termination of your right to use the Software in accordance with the Agreement. If availability is impacted by factors other than those explicitly listed in this agreement, we may issue a Service Credit considering such factors in our sole discretion.