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 Safety, Data Privacy, Compliance & Backup services (as mentioned in the SysCloud’s Terms of Service).
If you the paid customer are in compliance with the SysCloud’s Terms of Service, SysCloud commits that;
If SysCloud does not meet the SysCloud SLA the paid customer will be eligible to receive Service credits as mentioned below. This SysCloud SLA states the sole and exclusive remedy for any failure by SysCloud to meet the SysCloud SLA.
Monthly availability uptime percentage
Service credits in days added to the customer account at the end of the subscription period
95 % to 99 %
90% to 95%
Less than 95%
Force Majeure conditions: SysCloud will not be liable for performance delays nor for non-performance due to causes beyond its reasonable control. SysCloud will put in the best efforts to remedy the same.
Data backup and the backed up data: Data Backup is the process of replicating data on a secure cloud storage to allow for later restore as needed. Data present in cloud productivity apps like Google Workspace and Microsoft 365 are covered for back up to the cloud storage.
Initial backup: The first 100% backup of the data after installation of the SysCloud App.
Monthly availability uptime percentage: The time period (within the calendar month) that the SysCloud App was unavailable, divided by the time (within the calendar month) that the SysCloud App was being monitored gives the downtime percentage. From 100 subtract the downtime percentage, the result obtained is the uptime percentage for that calendar month.
Service credits: The additional time period granted to the customer on account of SysCloud not meeting the committed SLA.
Response time objective
Response time coverage
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
24 * 7
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 business hours
12 * 5
Minor Business Impact: An inquiry or non-technical request.
Within 4 business hours
48 business hours
12 * 5
Terms Of Service
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125 Half Mile Road, Suite 200,
Red Bank, NJ 07701, USA
Call us at 1.877.464.2930
Email us at firstname.lastname@example.org
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