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).

Contact Us

We have offices in three strategic
locations around the globe.

Europe

London (HQ)
+44 (0) 20 8205 4665

Unit 2, Technology Park
Colindeep Lane
London
NW9 6BX, UK

North America

Chicago
+1 888 823 8227

Asia Pacific

Auckland
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