Terms & Conditions

Payment Terms & Conditions

  • Minimum 2 weeks (15 days) prior notice is required for any upgrade or renewal of services.
  • Minimum 60 days' prior notice is required for termination of services. Termination date will be the 1st day of the subsequent month after completion of termination notice of 60 days.
  • All Govt. taxes will be extra as applicable
  • Payment shall be paid in advance every quarter/month in favor of “Cloud Planet Technologies Pvt. Ltd.”
  • The quoted services shall be executed on the receipt of payment defined in this agreement.
  • In case of any additional services, it will be charged extra (Bandwidth, Storage, Additional Users etc.)
  • Client has read, understood and agrees to abide by the IP Address Policy.

SLA Terms & Conditions

SERVICE DEFINITION

Cloud Planet Technologies Pvt. Ltd. will provide services such as Server Collocation, Virtual Private Server, Website Hosting Solution, Mailing services on Microsoft Exchange and other hosting services as defined by the plan or plans purchased by you or your company.

UPTIME GUARANTEE

Data First guarantees 99.981% uptime for all our customers. This uptime is calculated on monthly basis. The downtimes that may not be used in uptime calculations are specified in this document.

TECHNICAL SUPPORT

Data First will provide technical support to you for setting up and configuring your solution and other issues related to the services provided by us as per the service order.

ON CALL TECHNICAL SUPPORT

Technical Support is available 24 hours, 7 Days a week, 365 Days a year. This service is only for emergency purposes if the issue is caused on the server end/data center end.

E-MAIL TECHNICAL SUPPORT

Email technical support is available to you 24 hours, 7 Days a week, 365 Days a year. You can report any issues by sending an email to helpdesk@datafirst.in. Standard response time for email support is 0.5 Hour to 1 Hour.

Maintenance

SCHEDULED MAINTENANCE

To ensure smooth operation and optimum performance of services DataFirst reserves one hour per month to perform scheduled maintenance. This maintenance is performed during off-peak hours. This server un-availability is excluded from the uptime calculations. The maintenance is usually scheduled Every Saturday or Sunday nights. If you have any concerns about this schedule please notify us and we can move the maintenance to another day.

EMERGENCY MAINTENANCE

Under certain circumstances beyond our control, we might have to perform emergency maintenance. DataFirst may not be able to notify you about this maintenance in advance. The down times caused due to such type of maintenance may not be used for uptime calculations.

NETWORK AVAILABILITY

Network availability is defined as the ability to communicate with servers residing at DataFirst data center hosting facility from the client location. DataFirst guarantees 99.981 % uptime on the Data Center Network owned and operated by us.

DataFirst leases Internet Bandwidth (Wide area network lines) from leading telecom providers such as Reliance, Tata Communications etc. Though we strive to provide you with the highest availability but as the network outside of our hosting facility is leased and we do not have any control over it, the network disruption may not be used for uptime calculations.

SERVER AVAILABILITY

Server Availability is defined as the client’s ability to communicate with the services running on our Data Center. Even tough DataFirst strives to provide you with the highest uptime but there might be circumstances beyond our control that might cause us to fall below our guaranteed 99.981 % uptime.

SERVER DOWNTIME

DataFirst guarantees 99.981% uptime for our customers. If a customer faces any downtime then DataFirst will provide 5 times of the downtime at the end of one year.

Fault Reporting to the helpdesk is must for any complaint /issue for Data First Service Offerings.