Service Level Agreement

This Service Level Agreement governs our relationship with the users of our application.

1. Monthly uptime guarantee

Asalta Technologies Pte Ltd guarantees that its Service will be available 99.5% of the time in a calendar month (“Monthly Uptime Guarantee”), excluding Maintenance and Exclusions (both defined below). You are eligible to claim service credit(s) for Service Downtime if the Monthly Uptime Guarantee is not met, provided the total Service Downtime of 0.5% in a calendar month is verified by Asalta Technologies Pte Ltd.

“Service Downtime” is defined as an inability to access the Service caused by failure of network equipment managed, owned, leased or used by Asalta Technologies Pte Ltd to provide the Service, including the failure of managed switches, routers and cabling, but excluding Maintenance and Exclusions. The Monthly Uptime Guarantee does not include time required to perform data restores and backups if applicable.

2. Irrecoverable data guarantee

If you attempt to access any of your data but the data is irrecoverable, you must report the same as soon as possible. The cause will be investigated, and your assistance may be required during such investigation. If the investigation indicates that the cause of the irrecoverable data is due to the fault of Asalta Technologies Pte Ltd, a service credit will be granted to you up to a maximum of the fee charged to you for the calendar month during which the irrecoverable data event took place.

3. Maintenance

“Maintenance” means and includes:

1. any scheduled maintenance of the cloud data centres used to provide the Service of which you are notified at least 3 days in advance. For the purpose of notifying you, the contact email on record will be used — please ensure that this email is up to date and accessed frequently; and
2. any maintenance of the data centres that (a) is necessary to avoid an immediate threat to the data centre or the Service and (b) of which the customer is notified.

4. Exclusions

The customer shall not be entitled to any service credits if Service Downtime is due to the following exclusions:

1. the actions or omissions of yourself or your employees, agents, representatives or contractors using the password(s) and user ID(s) issued to you to access the Service;
2. the result of Maintenance;
3. a Denial of Service attack, hacker activity, or other malicious event or code targeted against Asalta Technologies Pte Ltd or its customers;
4. failure of any hardware, software, network or Internet infrastructure not owned or managed by Asalta Technologies Pte Ltd or its sub-contractors;
5. factors outside Asalta Technologies Pte Ltd’s reasonable control.

Thank you for taking the time to understand our Service Level Agreement.