CloudToolz Service Level Agreement (“SLA”)

The CloudToolz Service Availability (“SLA”) described herein apply to and are available to Clients with an active subscription to CloudToolz, and whose subscription is current (i.e. not past due). 

CloudToolz is delivered pursuant to the Terms of Service which is available here.

Service Level

It is the goal of Zentso to achieve 99.99% Service Availability. 

If in any month the Service Availability is less than 99.99%, Zentso shall provide, as the sole and exclusive remedy, a credit to the Client in accordance with the following schedule, being calculated on the basis of the monthly subscription fee for the affected Service: 

Exceptions 

The Client shall not receive any credits under this SLA in connection with any failure or deficiency of Service Availability caused by or associated with: 

1. Circumstances beyond Zentso’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, pandemic, embargo, fire, flood, strike or other labour disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third-party services, virus attacks or hackers or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA; 

2. Scheduled maintenance, upgrades and emergency maintenance; during upgrades and to keep CloudToolz operating optimally, it is necessary to perform regular, routine maintenance (“Scheduled Maintenance”) that, on occasion, may affect Service availability. CloudToolz solutions will typically not be available during this time. Zentso reserves the right to plan “Scheduled Maintenance” on an emergency basis with 8 hours’ notice, for not more than 4 hours at a time. 

3. Any DNS or Domain Registry issues outside the direct control of Zentso including DNS and Registry propagation issues and expiration; 

4. Client’s acts or omissions (or acts or omissions of others engaged or authorised by the Client), including, without limitation, custom scripting or coding (e. g. C#, SQL scripts, HTML, JavaScript etc.), overloading of the Flowz, Process Builder and/or Hangfire engine, unsecured API endpoints created with CloudToolz, uploaded Dynamic Linked Libraries (asp.net Core dlls) with faulty code, any negligence, deliberate misconduct, or use of the Client’s account in breach of the Terms of Service;

5. Acts or omissions of other Clients (or acts or omissions of others engaged or authorised by other Clients) sharing the affected server(s) with Client, including, without limitation, custom scripting or coding (e. g. C#, SQL scripts, HTML, JavaScript etc.), overloading of the Flowz, Process Builder and/or Hangfire engine, unsecured API endpoints created with CloudToolz, uploaded Dynamic Linked Libraries (asp.net Core dlls) with faulty code, any negligence, deliberate misconduct, or use of the Service in breach of the Terms of Service 

6. Outages elsewhere on the Internet that hinder access to your account. Zentso is not responsible for browser, DNS, or other caching that may make your account appear inaccessible when others can still access it. Zentso will guarantee only those areas of the Internet considered under the control of Zentso: Zentso server links to the Internet, Zentso routers, and Zentso servers themselves. 

Credit Request 

In order to receive a credit, Client must make a request for credit in writing. Each request in connection with this SLA must include the dates and times of the Service unavailability, a description of the perceived problem, and must be received by Zentso within ten business days after the Service unavailability. If the Service unavailability is confirmed by Zentso, credits will be applied within thirty days of Zentso’s confirmation of the Client’s credit request. 

The total amount credited to the Client in a particular month under this SLA shall not exceed the total monthly recurring fee paid by the Client for said month of the affected Service. Credits are exclusive of any applicable taxes charged to the Client or collected by Zentso and are the Client’s sole and exclusive remedy with respect to any failure or deficiency in the Availability. 

Important Disclaimer Regarding Your SLA 

Zentso’s sole obligation and your exclusive remedy for Zentso’s failure to deliver any Service covered herewith shall be for Zentso, at its option, to reperform the Services in a manner substantially in accordance with this SLA or issue a refund to you.

This service description was last updated on 27/05/2021