The Planet infosoft - Empowering Reliable Relationships

Home
About us
Contact us
Sitemap

Service Level Agreement

The following Service Level Agreement (hereinafter referred to as the "Agreement") is made between THE PLANET INFOSOFT and Customer and shall be effective as of _________ ____, 200_. As used in this Agreement,

"you" or "your" refer to you, the Customer and "we", "our" or "us", THE PLANET INFOSOFT. Both THE PLANET INFOSOFT and Customer are referred to collectively as the "Parties". By signing this Agreement you acknowledge that you have read, understand, and agree to our terms.

Service Exclusions

This SLA does not cover Service Downtime caused by problems in the following:

	Client’s local area network.
	Client-provided Internet connectivity or end-user software.
	Entities inside Client’s internal network including, but not limited to, firewall configuration and bandwidth shaping, local area workstations, or other servers, equipment, and software that have a potential bearing on the local networking environment.
	Scheduled Service Downtime which occurs during a THE PLANET INFOSOFT standard nightly server maintenance window.

Service Downtime Exclusions

	The following are excluded from the monthly calculation of Service Availability:
	Any utilized Scheduled Service Downtime.
	Any problems beyond the immediate THE PLANET INFOSOFT network segment.
	Any interruptions, delays or failures caused by Client or Client’s employees, agents, or subcontractors, such as, but not limited to, the following:
	Inaccurate configuration.
	Non-compliant use of any software installed on the server.
	Client initiated server over-utilization.

Any problems related to attacks on the machine such as hacking, bandwidth-based attacks of any nature, and service or operating system exploits.

Dedicated Server Customers

Unless otherwise agreed, THE PLANET INFOSOFT does not provide data backup service to our dedicated server customers. Customer is responsible for customer’s own data backup and will not hold THE PLANET INFOSOFT reliable in the event customer’s data is lost, even in the event of a hardware/power problem resulting in such data lost. In the event of a hardware problem, once the problem has been identified, THE PLANET INFOSOFT will replace the failed hardware and restore service within 24 hours
(subject to the services provided by THE PLANET DATA CENTER, Texas, USA)