Service Level Agreement (SLA) for E-Tabs E-Cloud Services

1. Introduction

This Service Level Agreement (SLA) outlines the terms and conditions governing the provision of E-Cloud Services by E-Tabs Ltd to [Client]. This SLA defines the performance standards, uptime guarantees, and responsibilities of both parties to ensure the delivery of a reliable and high-quality cloud service.

2. Service Availability

2.1. Uptime Guarantee:

• E-Tabs Ltd guarantees a minimum monthly server uptime of 99.9% for the E-Cloud cloud services provided to [Client].
• Uptime is calculated based on the total number of minutes in a month, excluding scheduled maintenance windows.

3. Support and Response Time

3.1. Support Channels:

• E-Tabs Ltd provides support for E-Cloud services through email, phone, and an online ticketing system.

3.2. Response Time:

• E-Tabs Ltd commits to responding to support inquiries from [Client] within 4hrs Monday to Friday excluding public holidays.
• Response time is measured from the time the support inquiry is submitted by [Client] to the time E-Tabs Ltd acknowledges receipt and begins working on the issue.

4. Security and Compliance

4.1. Data Security:

• E-Tabs Ltd implements industry-standard security measures to protect the confidentiality, integrity, and availability of data stored and processed within the E-Cloud services.
• Data encryption, access controls, and monitoring are employed to ensure compliance with relevant security standards and regulations.
• See the E-Tabs E-Cloud Security Policy document for further details.

4.2. Compliance Assurance:

• E-Tabs E-Cloud service is hosted in Microsoft Azure which maintains compliance with industry standards and regulations applicable to E-Cloud services, including but not limited to GDPR, HIPAA, SOC 2, and ISO 27001.

5. Maintenance and Updates

5.1. Scheduled Maintenance:

• E-Tabs Ltd may perform scheduled maintenance activities from time to time on the E-Cloud services to ensure the reliability and security of the infrastructure.
• Advance notice of scheduled maintenance will be provided to [Client] via email prior to the maintenance window, unless urgent maintenance is required to address critical security vulnerabilities or performance issues.

5.2. Impact Mitigation:

• E-Tabs Ltd will take all reasonable measures to minimize the impact of scheduled maintenance on [Client]’s operations.
• Where possible, maintenance activities will be scheduled during weekend / off-peak hours to minimize disruption to [Client]’s business operations.

6. Escalation Procedure

6.1. Escalation Contacts:

• In the event of unresolved issues or disputes, [Client] may escalate the matter to designated escalation contacts within E-Tabs Ltd.
• Escalation contacts and their contact information will be provided to [Client] upon request.

6.2. Escalation Process:

• E-Tabs Ltd will prioritize and expedite the resolution of escalated issues in a timely manner.
• Regular updates and communication will be provided to [Client] throughout the escalation process until the issue is resolved satisfactorily.

7. Termination Clause

7.1. Termination Rights:

• [Client] reserves the right to terminate this SLA and the E-Cloud services provided by E-Tabs Ltd upon written notice if E-Tabs Ltd fails to meet the specified service levels and obligations outlined in this SLA.
• Termination of the SLA will be subject to any applicable terms and conditions specified in the service agreement between [Client] and E-Tabs Ltd.
• In the event of non-payment or malicious conduct by [Client], E-Tabs Ltd reserves the right to terminate this SLA.

8. Miscellaneous

8.1. Amendment and Modification:

• This SLA may be amended or modified by mutual agreement between [Client] and E-Tabs Ltd in writing.
• Any amendments or modifications to this SLA will be documented and incorporated into a personalised SLA upon agreement by both parties.

9. Acceptance

• By using the E-Cloud services provided by E-Tabs Ltd, [Client] acknowledges that they have read, understood, and agreed to the terms and conditions outlined in this Service Level Agreement (SLA).