This Service Level Agreement (hereinafter SLA) is between SysCloud Inc. (hereinafter referred to as “SysCloud”) with a registered office at 125 Half Mile Road, Suite 200, Red Bank, NJ 07701 and the paid customer of SysCloud’s Security, Compliance, Backup and Migration services (as mentioned in the SysCloud’s Terms of Service).
AVAILABILITY OF SERVICES OFFERED:
SysCloud provides two types of operations/services to customers,
- Online Services
- Internal Operations
Web monitoring tool is being effectively used to ensure that the SysCloud online services are available and operational to customers for at least 99.9% of the time in any calendar month (the “SysCloud SLA”), while customers are receiving the services under the SysCloud’s Agreement (“Agreement”). Any downtime/service issue will be analysed and remittive action will be taken as soon as possible to rectify the problem faced by customers. Availability of Internal databases and servers are also being monitored periodically to ensure that there is no application downtime. If SysCloud does not meet the SLA requirements or if customers meet their obligations under this SLA, the customer will receive the service credit.
Security and Compliance Services:
SysCloud offers user threat detection and prevention for cloud Apps. We detect and prevent the unauthorised creation and loss of sensitive data due to user errors. We use cloud provider APIs and create watch channels to monitor and take corrective action as per the security and compliances policies defined by the customer.
SysCloud provides automated and secure online and on-premise backup services for customers to backup their Google Apps data and protect their organization from critical data loss issues.
For backup, we are downloading the data from customer’s Google domain and it will be encrypted, compressed and uploaded in the Amazon AWS S3. Usually, we don’t do restore the customer’s data unless the user requests for a restore. Once when customer requests for a restore, data will be downloaded from S3 and it will be decrypted, uncompressed and restored back to their Google domain.
SysCloud provides migration services that help organizations to quickly migrate from Google Apps domain to another with automatic provisioning of users.When data migration is in progress, the source data (email, doc, calendar,site) is opened and all source related contents are rewritten with the destination contents. The data will be migrated from the source domain to the destination domain while the code is running.
For e.g., When users migrate data from firstname.lastname@example.org to email@example.com means all the firstname.lastname@example.org is replaced with email@example.com.
The following table is intended to outline response time objectives that SysCloud strives to achieve, measured from the time SysCloud receives your initial request for support, to the time SysCloud provides an initial communication back to you regarding your request.
|Severity||Definition||Response Time Objectives||Resolution Time||Response Time Coverage|
|1||Critical business impact/service down: Business critical functionality is inoperable or critical interface has failed. This usually applies to a production environment and indicates an inability to access services resulting in a critical impact on operations. This condition requires an immediate solution.||Within 1 hour||8 hours||24*7|
|2||Significant business impact: A service business feature or function of the service is severely restricted in its use or you are in jeopardy of missing business deadlines.||Within 2 business hours||16 hours||16*5|
|3||Minor business impact: Indicates the service or functionality is usable and it is not a critical impact on operations.||Within 4 business hours||32 hours||16*5|
|4||Minimal business impact: An inquiry or non-technical request||Within 1 business day||48 hours||16*5|