General Service Level Agreement (G.SLA)

Agreement Overview

This Service Level Agreement (SLA) is made between TheFinnaCompany Ltd, trading as FinnaCloud, and The Client. This agreement underlines the key components and expectations regarding the services to be provided, including service levels, responsibilities, and performance metrics. This agreement is a default go-to that applies to all clients of FinnaCloud. The Client may enter into a Specialised Service Level Agreement by contacting their Account Manager.

1. Purpose

The purpose of this SLA is to ensure that the appropriate elements and commitments are in place to provide consistent service support and delivery to the client(s) by the service provider.

2. Service Scope

The following services are covered by this agreement:

• Cloud Compute: A shared or dedicated server directly owned by FinnaCloud that is rented to clients.
• RD Storage: Ready-Deploy Storage – cluster storage split to customers for on-demand use.

3. Service Performance

The service provider agrees to meet the following performance metrics:

• Availability: 98.00% uptime per month
• Response Time: 6 hours for initial response to service requests or incidents
• Resolution Time: 3 days for issue resolution

4. Service Availability

Services will be provided during the following hours:

• Service Hours: 9:00 AM – 5:00 PM, Monday to Friday
• Support Hours: 24/7

5. Responsibilities

Service Provider Responsibilities:

• Ensure the service is available as per the agreed availability.
• Provide support during the agreed service hours.
• Respond to service-related incidents and requests within the specified timeframes.
• Maintain relevant systems and infrastructure.

Customer Responsibilities:

• Utilize the service within the agreed usage parameters.
• Notify the service provider of any issues within a reasonable timeframe.
• Provide all necessary information to enable the service provider to resolve issues.
• Comply with the terms of service as outlined in the agreement.

6. Incident Management

Incidents will be classified based on their severity:

• Priority 1 (Critical): Entire service is unavailable.
• Priority 2 (High): Major functionality is unavailable.
• Priority 3 (Medium): Minor functionality issues.
• Priority 4 (Low): Minor performance issues.

7. Penalties and Remedies

If the service provider fails to meet the agreed service levels, the following remedies will apply:

• Service Credits: A percentage of the monthly fee will be credited for every hour of downtime exceeding the agreed availability.
• Escalation Procedures: Outline the steps for escalating unresolved issues.

8. Termination of Contract

FinnaCloud reserves the right to terminate this SLA and the associated services under the following conditions:

• Breach of Other Agreements: If The Client has breached any other agreements with FinnaCloud.
• Non-Payment: If the client fails to make payments for services rendered as per the agreed payment schedule. This term is defined as one calendar month.

9. Review and Changes

This SLA is valid from the effective date outlined below and will be reviewed at a minimum of once per year. FinnaCloud may modify this agreement within the one-year period only under the following conditions:

• A new product or service is added to the FinnaCloud offering.
• A significant change occurs within the Change Management Process.

Any modifications will be communicated to the Client in accordance with the Change Management Process.

Effective Date: 31/August/2024

Review Date: 1/September/2024