“We”/”Us”/”Our”/”Inspedium LLC” means Inspedium LLC of 19 Holly Cove Lane, Dover, DE 19901, USA and/or any of its subsidiaries and/ or affiliates involved in providing the Services.
“You”/”Your”/”Yourself”/”User”/”Customer” means the user of the Website and/or customer of the Services.
“Services” means any services offered by Inspedium LLC on its Website including but not limited to cloud application deployment, management and infrastructure management – commonly referred to as the ‘Inspedium.Cloud Platform’.
Inspedium LLC 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.
Inspedium LLC may make changes to the Service Level Agreement from time to time. When these changes are made, Inspedium LLC will make a new copy of the Service Level Agreement available at inspedium.cloud/terms-of-service.php. Inspedium.Cloud 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 , Inspedium LLC will treat your use as acceptance of the updated Service Level Agreement.
Standard Level of Service
Service Availability: Our 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.
Please note that Service Availability refers to Inspedium.Cloud Platform Console and related services and in no case we are guaranteeing here the Service Availability of the Third-Party Infrastructure Providers we partner with (check third party SLAs below).
Standard Support – support tickets answered within 60 minutes
Our Response Time goal is the time it takes to acknowledge and have the “in progress” status only, not the time it takes to resolve the issue in question.
High Priority tickets must be related to events that render Customers’ infrastructure and/or services unusable/inaccessible. Other type of events rated as High Priority by Customers and that don’t match this description will be demoted to Normal Priority by Inspedium LLC’s personnel and treated accordingly.
Inspedium LLC realizes that our Service Availability and Response Time goals may not always be met. Accordingly, the following sets out credits, should we fail to meet the Service Availability or Response Time goals.
In Case Standard Level of Service 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 Desk.
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 Standard Level of Service. 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 us for the month in which we failed to meet the Standard Level of Service set out above, may not be aggregated, and will not be paid in cash.
No Compensation via Credit If:
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 Inspedium LLC, You will not be entitled to any SLA Credit.