IN CONSIDERATION OF the mutual benefits and obligations set forth in this Agreement, the receipt and sufficiency of which consideration is hereby acknowledged, the Client and
the Service Provider (individually the “Party” and collectively the “Parties” to this Agreement) agree as follows:
Take action time - The elapsed time between the time when a service request or incident is submitted to issue tracking system (https://gitlab.gotoadmins.net and to the beginning of work on the service request.
Availability - The time the Service Provider agent is available to service requests from the Client.
Work hours - Time spent by the Service Provider agent on servicing the Client requests and/or communication with the Client.
DevOps - is the combination of cultural philosophies, practices, and tools that increases an organization’s ability to deliver applications and services at high velocity: evolving and improving products at a faster pace than organizations using traditional software development and infrastructure management processes.
ITIL - is a public framework that describes best practice in IT service management. It provides a framework for the governance of IT, the ‘service wrap’, and focuses on the continual measurement and improvement of the quality of IT service delivered, from both a business and a customer perspective.
Support plan – is the package of services provided by the Service Provider putting all reasonable efforts to keep the Client servers and applications running smoothly and without interruptions and ensure this by monitoring, fixing issues, improving the technology under the conditions established in this Agreement.
The Client hereby agrees to engage the Service Provider to provide the Client with services (the “Services”) while following practices established in latest versions of ITIL and DevOps. The Services consist of the support plan which includes the following system administration services:
The Service Provider will apply updates from approved sources. Only updates from approved sources are included in the support plan. Updates provided by other sources are not included. Server
updates will be applied generally as follows:
The Service Provider will apply critical and major updates for all software applications defined by the Client
The following monitoring services are performed 24 hours a day, 7 days a week and all year round:
The Service Provider will audit and monitor a number of server variables including, disk usage, system load, CPU utilization, server uptime and memory usage. If issues are detected, an incident will be automatically created at the appropriate priority level.
The Service Provider proactively monitors the Customers network devices and servers 24 hours a day, 7 days a week and all year round with network monitoring tools. If issues are detected, an incident will be created at the appropriate priority level.
The Service Provider will audit a number of server application variables including uptime, performance, memory usage etc. If issues are detected incident will be automatically created at the appropriate priority level.
The Service Provider will respond to the service outages when detected by our monitoring services or client
notification. If necessary, we may contact your server provider for reboots or assistance in returning your server to normal operation. Proactive response to outages detected by our service is deducted from your included administrative hours.
Monthly security checks are performed as part of the service. We use a variety of tools to assess server security. The Service Provider may select and modify these tools at its discretion. The Service Provider will make best efforts to resolve any security issues. Opening a service request or incident for a server not in
your plan will be treated as case-based support. Failing to follow the incident management procedure outlined within this service level agreement the Client releases The Service Provider from responsibility and penalty for the said incident.
Our backup service is priced as described in Appendix A. When utilizing our services for backups, we will custom design a solution to meet your requirements.
The Service Provider is responsible for backing up the Clients data as agreed upon on original request. The Service Provider does not make any further guarantee, expressed or implied, to backup any other data on or
off of the Clients premises apart from the particular files and directories officially indicated by the Client. We can not guarantee the data will be usable after a restore. The Service Provider is committed to maintaining the most reliable and redundant infrastructure possible to protect the Clients data. If data backups are not
completed in the time-frame requested, The Service Provider will notify the Client of any issues via email or phone if backups fail for more than 72 hours. If you exceed your storage quota, you will be billed for any
additional storage as described in Appendix A. If your payment account is not in good standing, your data will be removed after 15 days.
When the Client open a service request or incident, the Client may select a priority level ranging from low to high. The level of the incident will determine our minimum response time as well as a minimum charge against your support plan.
Priority level usage guidelines:
Urgent – System down or unusable, resolve immediately.
High – Very important, needed today if possible.
Normal – Needed today or tomorrow.
Low – Can wait a few days for resolution.
The Service Provider schedules services to meet our SLA for all clients. Please select the appropriate priority level for your service request or incident. The priority level provides the guaranteed minimum response time.
To use the web interface (https://gitlab.gotoadmins.net) is strongly encouraged. The web interface eliminates network and email problems that could interfere with processing your service request. Please remember:
THE TERMS OF THIS SLA ARE VALID ONLY IF YOU USE THE PROPER SUPPORT CHANNELS.
To open a high priority incident, you must either use the web interface, or call the emergency number if you are unable to use the web interface. For the fastest response, please use web interface.
Service fees are described in Appendix A.
The Client shall pay for the Service Provider out-of-pocket expenses as described in Appendix A. The Service Provider will automatically bill the additional fees for out-of-pocket expenses upon your next billing cycle.
Any charges payable under this Agreement are exclusive of any applicable taxes or tariff surcharges arising as a result of the provision of the Services by the Service Provider to the Client under this Agreement and
such shall be payable by the Client to the Service Provider in addition to all other charges payable hereunder.
Invoices will be sent to the Client monthly on the 1st day of every month. Payment for outstanding invoices is required within 15 days. Charges will include all server monthly maintenance fees and any coverages for the month.
The term of this Agreement (the “Term”) will begin on the date of this Agreement and will remain in full force and effect indefinitely until terminated as provided in this Agreement.
In the event that the Client wishes to terminate this Agreement, the Client will be required to provide 30 days’ notice to the other Party.
In the event that the Service Provider wishes to terminate this Agreement, the Service Provider will be required to provide 30 days’ notice to the other Party.
Notice should be provided in the form of an email to official and agreed email address, a phone call to the billing department, or via a helpdesk incident describing the need to terminate this agreement.
Upon termination, the Parties of this agreement should perform all obligations under this Agreement in full. If this agreement is terminated the Service Provider shall co-operate fully with the Client to ensure an orderly migration of the services to the Client or, at the Client’s request to a new Service provider.
Service levels details are detailed in Appendix B of this Agreement.
The Client agrees to provide an access for the Server Provider and its employees, agents or subcontractors to the Client server at any time for the purpose of server administration.
Under conditions established in this Agreement, the Client authorizes the Service Provider to cooperate with third parties that are going to be necessary (e.g. for hardware maintenance, technical support, server reboots, or other services) in order to implement this agreement. The Client written approval is necessary in order the Service Provider to use third party’s services implementing this Agreement.
In order to provide the Services, the Client obliges to provide and maintain appropriate server access procedures and necessary information. (incl. All passwords, web site addresses, email, and telephone numbers required). By failing to provide appropriate access information, the Client releases the Service Provider from its responsibilities under this Agreement.
The Client is responsible for advising the Service Provider of changes in the server access procedures and information. This includes but is not limited to the server passwords, the Service Provider contact information, access information, and other third parties access information required for the appropriate administration of the server. The changes in access information should be submitted in written (via e-mail) as soon as the information is changed. Periodically, the Service Provider will request updated access information. The Service Provider should respond to these updates in order to assure the Client has the latest access information.
If the Client fails to provide accurate information, without the Service Provider fault, the Service Provider is released from its responsibilities as outlined by this Agreement.
The Service Provider under this Agreement obliges to provide the following services:
The Service Provider represents and warrants that:
The Service Provider shall take all necessary steps to ensure that data or information belonging to the Client which comes into its possession or control in the course of providing the Services is duly protected and compliant with General Data Protection Regulation (EU) 2016/679 (the “GDPR”) and with other relevant country data protection legal acts.
Personal data shall be:
In connection with above the Service Provider shall not:
The Service Provider agrees to grant to the Client a non-exclusive, irrevocable, royalty free licence to use, copy and modify any elements of the Material not specifically created for the Client as part of the Services. In respect of the Material specifically created for the Client as part of the Services, the Service Provider assigns the full title guarantee to the Client and any all of the copyright, other intellectual property rights and any other data or material used or subsisting in the Material whether finished or unfinished. If any third party intellectual property rights are used in the Material the Service Provider shall ensure that it has secured all necessary consents and approvals to use such third party intellectual property rights for the Service Provider and the Client. For the purposes of this Section 10, “Material” shall mean the materials, in whatever form, used by the Service Provider to provide the Services and the products, systems, programs or processes, in whatever form, produced by the Service Provider pursuant to this Agreement.
Confidential information (the “Confidential Information”) refers to any data or information relating to the business of the Client which would reasonably be considered to be proprietary to the Client including, but not limited to, accounting records, business processes, and Client records and that is not generally known in the industry of the Client and where the release of that Confidential Information could reasonably be expected to cause harm to the Client.
The Service Provider agrees that they will not disclose, divulge, reveal, report or use, for any purpose, any Confidential Information which the Service Provider has obtained, except as authorized by the Client. This obligation will survive indefinitely upon termination of this Agreement.
All written and oral information and material disclosed or provided by the Client to the Service Provider under this Agreement is Confidential Information regardless of whether it was provided before or after the date of this Agreement or how it was provided to the Service Provider.
Upon the expiry or termination of this Agreement, the Service Provider will return to the Client any property, documentation, records, or Confidential Information which is the property of the Client.
The waiver by either Party of a breach, default, delay or omission of any of the provisions of this Agreement by the other Party will not be construed as a waiver of any subsequent breach of the same or other provisions.
It is the intention of the Parties to this Agreement that this Agreement and the performance under this Agreement, and all suits and special proceedings under this Agreement, be construed in accordance with and governed, to the exclusion of the law of any other forum, by the laws of the Republic of Bulgaria, without regard to the jurisdiction in which any action or special proceeding may be instituted.
In the event a dispute arises out of or in connection with this Agreement, the Parties will attempt to resolve the dispute through negotiations.
If the dispute is not resolved within a reasonable period then any or all outstanding issues may be submitted to mediation.
Any claim or controversy of whatever nature, including but not limited to tort, contract claims, and claims arising out of any relationship before, at the time of entering, during the term of, or upon or after expiration or termination of this Agreement shall be resolved by final and binding arbitration.
This mandatory arbitration provision includes any dispute between the Client and the Service Provider. The arbitrator shall not have the authority to award punitive damages or any other damages not measured by the prevailing party’s actual damages, and may not award costs or attorneys’ fees to either Party except where expressly provided for by the applicable law.
The parties are prohibited from disclosing the existence, content, or results of the arbitration without the prior written consent of the other party or parties, unless the disclosure is otherwise required by court order.
Each Party shall bear its own costs and expenses of arbitration proceeding. The resolution of any dispute achieved through such arbitration shall be final, binding and enforceable by a court of competent jurisdiction.
This agreement shall constitute the entire agreement between the parties and any prior understanding or representation of any kind preceding the date of this agreement shall not be binding upon either party except
to the extent established by this Agreement.
Any notice provided for or concerning this agreement shall be in writing and be deemed sufficiently given when sent by certified or registered mail if sent to the respective address of each party as set forth at the beginning of this agreement.
AS WITNESS the hands of the Parties hereto or their duly authorised representatives the day and year first above written.
GoToAdmins Group’s support services are limited to only those services explicitly enrolled in our support plan. You shall not receive any benefits under this SLA in connection with any failure of service caused by or associated with:
IN THE EVENT GOTOADMINS GROUP, ACT OR OMISSION IN THE PERFORMANCE OF ITS OBLIGATIONS PURSUANT TO THIS AGREEMENT, AND SUCH ACT OR OMISSION IS THE WHOLE OR PARTIAL CAUSE OF INACCURATE OR INADEQUATE RESULTS OBTAINED BY CUSTOMER OR THE LOSS, ALTERATION, OR IMPROPER ACCESS OF CUSTOMER’S PROGRAMS OR DATA, OR ANY OTHER EVENT OR CIRCUMSTANCE, GOTOADMINS GROUP, LIABILITY SHALL BE LIMITED TO GENERAL MONEY DAMAGES IN AN AMOUNT NOT TO EXCEED ONE MONTH’S AVERAGE CHARGE TO CUSTOMER, BASED ON ACTUAL MONTHLY CHARGES PAID DURING THE PREVIOUS TWELVE MONTHS OR SUCH LESSER NUMBER OF MONTHS IF CUSTOMER HAS NOT RECEIVED 12 MONTHS’ SERVICE. SUCH LIMITATION SHALL BE THE EXTENT OF GOTOADMINS GROUP, LIABILITY IN THE EVENT OF ANY ALLEGED DEFAULTS BY GOTOADMINS GROUP, UNDER THIS AGREEMENT, INCLUDING ALLEGED ACTS OF NEGLIGENCE OR BREACH OF CONTRACT AND REGARDLESS OF THE FORM IN WHICH ANY LEGAL OR EQUITABLE ACTION MAY BE BROUGHT AGAINST GOTOADMINS GROUP, AND THE FOREGOING SHALL CONSTITUTE CUSTOMER’S EXCLUSIVE REMEDY. UNDER NO CIRCUMSTANCES SHALL GoToAdmins Group BE LIABLE FOR ANY LOSS OF PROFITS OR FOR SPECIAL, CONSEQUENTIAL, OR EXEMPLARY DAMAGES, EVEN IF GoToAdmins Group HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. ADDITIONALLY, NO ACTION REGARDLESS OF FORM ARISING OUT OF THE SERVICES UNDER THIS AGREEMENT MAY BE BROUGHT BY EITHER PARTY MORE THAN ONE MONTH AFTER THE CAUSE OF ACTION HAS ACCRUED, EXCEPT THAT AN ACTION FOR NONPAYMENT MAY BE BROUGHT WITHIN ONE YEAR OF THE DATE OF LAST PAYMENT.
The following hourly tariffs for services provided are applied (excluding VAT):
|Subscription plan||Work hours per billing cycle||Monthly fee||Overage price per work hour|
|"Elastic"||10 h||800 EUR (billed monthly)||80 EUR|
|"Core"||80 h||4800 EUR (billed bi-monthly)||60 EUR|
|"Tech"||300 h||15000 EUR (billed quarterly)||50 EUR|
This agreement sets out the minimum level of service that the Client can expect from the Service Provider. The Service Provider under this Agreement obliges routinely to ensure the following minimum level of service:
Pooled work hours are available to be used toward responding to cases, and proactive response to system issues. System administration hours are grouped for all servers enrolled in the server management program. Additional hours are billed at the prevailing hourly rate as described in Appendix A.
In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:
|No.||Priority||Availability||Response time||Resolution time|
|1.||Critical||24x7||up to 2 hours||ASAP – Best effort|
|2.||High||Monday – Friday
8 A.M – 7 P.M EEST
|up to 2 hours||ASAP – Best effort|
|3.||Medium||Monday – Friday
8 A.M – 7 P.M EEST
|up to 12 hours||12 working hours|
|4.||Low||Monday – Friday
8 A.M – 7 P.M EEST
|2 business days||12 working hours|