Service Availability Service Level Agreement

1. SERVICE AVAILABILITY GUARANTEE

Data Sciences Cloud (Pty) Ltd. (“Data Sciences Cloud (Pty) Ltd”, “us”, “we”, “our” or “Oxide Cloud Services”) guarantee that the Service (Oxide Cloud Services) will be available 99.86% of the time in any given month, subject to the exclusions listed below. This means that the client should not experience Service downtime of more than 1 hour in any month, calculated from the first day of every month.

In the event this availability guarantee is not met in any given month, a service credit will be due to the client based on below the guarantee.

The following events are excluded from to the measurement of service availability :

1. Scheduled maintenance.
2. A degradation of the Service outside our control.
3. A force majeure event.
4. A co-ordinated DDoS attack against your server or hosting infrastructure.
5. Negligent acts or omissions on your part that results in the operating environments failing.
6. You requesting us to redeploy a version of the operating environment other than the latest versions supported by the platform.
7. You being unavailable which results in us being unable to establish contact with you to resolve the problem.
8. Should a customer account be more that 60 days overdue, service credits will not apply.

2. OBLIGATIONS OF CUSTOMER

1. The Customer shall provide OXIDE CLOUD SERVICES with their designated technical lead or head of department contact point, where it is required to assist OXIDE CLOUD SERVICES whenever needed for troubleshooting, system recovery, and emergency support related incidents.
2. Customer shall review, verify, and acknowledge the service report or ticket closure whenever OXIDE CLOUD SERVICES provides its Support and services to the Customer.
3. Customer must ensure all of the connected devices, including PC, Server, Mobile, Data, and Workstation, are patched, preinstalled, or protected with Firewall, SSL, VPN, Antivirus, Endpoint Protection, and free from Malware.
4. Customer is restricted from copying, duplicating, cloning, or to imitate OXIDE CLOUD SERVICES Service, software, platform, logos, content, and other information under the ownership of OXIDE CLOUD SERVICES for other commercial use.
5. OXIDE CLOUD SERVICES is not liable for any damages, data loss, and service interruption if found the issues or incidents reported to be under own customer responsibilities.

3. OXIDE CLOUD SERVICES Upgrade Rights and Preventive Maintenance

1. OXIDE CLOUD SERVICES reserved the right to upgrade, modify and enhance the Cloud software or platform when as needed, which is required to upkeep and maintain the systems to ensure working at an optimum level.
2. The events of shutdown maintenance or urgent maintenance are unavoidable in keeping the company systems safe and secure to use.
3. Scheduled Shutdown for Preventive Maintenance and other necessary urgent Upgrade activities will not be considered as Downtime or System Breakdown. Therefore, it is not part of the SLA measurement.

4. OBLIGATIONS OF OXIDE CLOUD SERVICES

1. OXIDE CLOUD SERVICES guarantees all technical issues will be handled correctly via Email, Telephone, or Remote Support depending on subscribed services.
2. 24/7 Helpdesk Support. A designated Number and Email address will be given to all customers. Response time may vary depending on separate contract terms.
3. All Incidents and Technical Support requests will be logged in the Helpdesk System to ensure consistency and SLA measurement.
4. Incident or Ticket Severity will be escalated and categorized according to the Incident Response and Resolution Table OCS Support Procedure.

This OXIDE CLOUD SERVICES SUPPORT SERVICE LEVEL AGREEMENT is complete together with our Privacy Policy, Acceptable Use Policy and Support Procedure and OXIDE CLOUD SERVICES reserves the right to make changes to the Agreement at any time without notice with an updated version, including the date of the version, being posted on the website.