Service Level Agreement (SLA)

This Service Level Agreement (this “Agreement” or this “SLA”), is made by and between SaaS Village LLP (PieSocket), a company organized and existing in Kolkata, India (“Contractor”) and its customers. WHEREAS, the Contract states that a service level agreement is a condition precedent to any extended term of the Contract; and WHEREAS, the customer is willing to continue with the Contract solely upon Supplier’s acceptance of the terms and conditions of this Agreement, and Supplier confidently accepts the terms and conditions herein; NOW, THEREFORE, in consideration of the foregoing, and of the terms and conditions and the Service Levels, the Parties hereby agree as follows:

1. Service Levels

Service Level Performance Criterion Key Indicator Monthly Uptime Percentage Service Credit for each Service Period
WebSocket Channels Availability >= 99.95% 5% Service Credit gained for each percentage under the specified Service Level Performance Measure.
MQTT for IoT Availability >= 99.5% 5% Service Credit gained for each percentage under the specified Service Level Performance Measure.

2. Service Credits

The Supplier shall at all times during the term of this Agreement provide the Services to meet or exceed the Service Level Performance Measure for each Service Level Performance Criterion, as defined hereinbelow.

The Supplier acknowledges that any failure to meet a Service Level may have a material adverse impact on the business and operations of the Customer and that it shall entitle the Customer to the rights set out in this Agreement below, including the right to any Service Credits (as defined above).

The Supplier acknowledges and agrees that any Service Credit is a price adjustment reflecting the value of any lost service caused by failure to meet a Service Level. Both Parties agree that the Service Credits are a reasonable method of price adjustment to reflect poor performance.

Other than the Customer’s termination rights as set forth in the Contract, A Service Credit shall be the Customer’s exclusive financial remedy for a failure to meet a Service Level.

3. Performance Monitoring

The Supplier shall implement all measurement and monitoring tools and procedures necessary to measure, monitor, and report on the Supplier’s performance of the provision of the Services against the applicable Service Levels at a level of detail sufficient to verify compliance with the Service Levels.

The Supplier shall immediately notify the Customer in writing if the level of performance of the Supplier of any element of the provision by it of the Services during the term of the Contract is likely to or fails to meet any Service Level Performance Measure.

4. Objectives

The objectives of the Service Levels and Service Credits are to: