HOSTING AND SERVICES POLICY
The Hosting and Support Services Policy governs the provision of Hosting and Support Services [Hereinafter referred to as Service] by Zifo Technologies Private Limited [Hereinafter referred to as "Zifo"] as part of seeWISE application license, pursuant to the terms and conditions contained within the applicable agreement (the "Agreement") between Zifo and its Clients.
1. Acceptance:
- 1.1. By accessing this Service, the Customer agrees to be bound and cause all Customer authorized user(s) to be bound by these Hosting and Support Services Policy [Hereinafter referred to as "Policy"].
- 1.2. It is the responsibility of the Customer and all Customers authorized user(s) to read this Policy prior to using our service and thereafter regularly review any changes. If Customer and any Customer authorized user(s) do not accept this Policy, they must immediately stop using the Service and access to the Service may be denied.
2. Service Description:
The following Services are provided by Zifo:
2.1. Hosting Services:
Zifo provides Hosting Services to its Customers in accordance with this Policy which enables secure access to Customer's Data. Zifo provides robust 24/7 monitoring.
2.2. Support Services:
Zifo provides Support Services including: (i) real-time technical and operational assistance to Customer's designated personnel via telephone, e-mail and web support; (ii) application of upgrades, patches, error corrections and bug fixes during normal scheduled maintenance periods; (iii) updates to the application documentation (iv) standard reports and custom reports.
2.3. Support Services Exclusions:
The following services are not included in Support Services, yet may be obtained from Zifo on an additional fee basis and subject to Customer's execution of a Sales Order/Statement of Work for the same: (i) Professional Services to develop custom reports; (ii) training on Application or other software or hardware packages; and (iii) support provided by Zifo at Customer's premises or any other premises requiring travel and living expenses. Zifo is not obligated to provide Support Services for errors or problems caused by the following:
- Third-party components or scripts not provided by Zifo or contemplated within the Documentation.
- Any modifications to the Solution not authorized by or carried out by Zifo.
- Customizations undertaken by anyone other than Zifo on behalf of the Customer.
- Use of the Service other than as described in the documentation provided by Zifo; or
- Continued use of a General Release of the Service for which Support Services are no longer provided in accordance with Section 2 above.
2.4. Data Management:
Zifo manages its software products, applications in accordance with Zifo's standard information security policies and applicable standard operating procedures ("SOPs") and as outlined below:
- Security (physical, network, and application): Zifo ensures, monitors and uses reasonable safeguards based on industry accepted security frameworks to protect against the unauthorized, accidental or unlawful destruction, loss, disclosure, alteration or transfer of Customer Data.
- Retention: Customer shall have access to the software products, application Services during the term of applicable Sales Order(s), and upon termination or expiration of the Agreement, for the purpose of retrieving Customer Data in durable formats.
- Privacy: Zifo complies with all laws and regulations applicable to the provision of software products, application services and processing of Customer Data. Zifo maintains appropriate technical and organizational security measures to ensure protection of Customer Data.
- Disaster Recovery: Zifo maintains the data and application in cloud-based data centers. Adequate backups (30 days) and restoration process are in place.
2.5. Modification:
Zifo reserves the right to modify, enhance, reduce, alter, delete, etc. any service, service description or functionality from time to time, without notice.
2.6. Service Levels:
Zifo shall provide the services with a turn-around time in compliance with its service levels as set out here:
- Availability: 2.6.1. Zifo will ensure that the system availability is maintained at 99%. Availability is calculated as the actual monthly uptime when Zifo software products and application services are available, divided by scheduled monthly uptime and expressed as a percentage. Regularly scheduled maintenance will be excluded when calculating Availability, except as otherwise notified by Zifo.
- Response Times: 2.6.2. Zifo will respond to missed Hosting Service Levels and Zifo's software products, application services errors or outages in accordance with the following levels of severity, each as reasonably determined by Zifo:
| Priority Matrix: Incident Management | Impact | ||||
|---|---|---|---|---|---|
| All Users | Entire Department | Multiple Users | Single User | ||
| Urgency | TOTAL LOSS OF SERVICE/SYSTEM UNAVAILABLE | Major | High | Medium | Low |
| - Completely unable to work with direct impact to business | |||||
| - Event impact regulatory compliance | |||||
| SEVERE DISRUPTION | High | Medium | Medium | Low | |
| - Able to work but severely degraded performance/features & having a direct impact on the business | |||||
| - System functionality has become limited or is working at marginally degraded capacity or performance. | |||||
| SLIGHT DISRUPTION | Medium | Medium | Low | Low | |
| - Event not impacting work efficiency. Able to work with most of critical features/ performance. | |||||
| NO DISRUPTION | Low | Low | Low | Low | |
| - Risk to non-critical operations | |||||
| - Minimal loss off functionality all is working | |||||
| - Minimal degraded capacity of performance | |||||
| Type | Priority | Response Time | Resolution Time |
|---|---|---|---|
| Incident | Low | 8 business hours | 5 business days |
| Incident | Medium | 6 business hours | 3 business days |
| Incident | High | 4 Hours | 1 day |
| Incident | Major | 2 Hours | 8 Hours |
3. Customer Obligations:
3.1. Customer and Customer authorized user(s) agree to provide Zifo with all information and materials reasonably requested by Zifo for use in replicating, diagnosing and correcting an error or other support issue with the Solution reported by Customer.
3.2. Customer and Customer authorized user(s) acknowledge that Zifo's ability to provide satisfactory Support Services is dependent on Zifo having the information necessary to replicate the reported problem with the Service. In submitting a service ticket to Zifo, Customer will send a complete and accurate report that includes (i) Customer name; (ii) a reasonably detailed description of the request, together with any supporting information that Customer believes will assist Zifo in its diagnostic process; (iii) any error message(s) or other message(s) generated by the system in association with the request; (iv) any applicable trace files and/or logs; (v) a test case or instructions necessary to demonstrate the request. Customer acknowledges that the implementation of a General Releases provided by Zifo may be necessary to ensure the proper operation of the Solution. Zifo shall not have obligations under Support Services to remedy issues that will be fixed by implementation of that General Release other than by implementation of said General Release.
3.3. Customer agree to maintain the active authorized users in the application and take action to terminate the access for users who are no longer authorized to access.
4. Exclusions:
In no event will Zifo be responsible for failure to meet the Service Levels for any of the following reasons: (i) Client's breach of the Agreement, (ii) causes resulting from Client's or any third party's acts, errors or omissions or any systems, hardware or software not provided by, or identified by Zifo as being compatible with Zifo's software products or application services (including Client telecommunications carrier or internet service provider). In addition, the Service Level commitments and response times are not applicable to Client's use of Zifo's software products or application services in a non-production or test environment, beta or pilot use.
5. Updates / Notices:
Zifo may amend its obligations under this Hosting and Support Services Policy. Client will be notified in advance of any change of material impact to Zifo's obligations under this Policy within thirty (30) days of such change.