SLA

Service Level Agreement for Cloud

Our systems are among the best in the business, but in the event of failure you can rest assured that we will take all necessary steps to ensure smooth & quick restoration of services.
Uptime
Total Downtime in Hours [Monthly]
Service Credits
99.95%
21m 54.9s
No credits
<99.95% to 99%
7h 18m 17.5s
1 Day Equivalent Service Credit for Service Period Affected Calculated on Pro-Rata Basis
<99% to 98%
14h 36m 34.9s
2 Day Equivalent Service Credit for Service Period Affected Calculated on Pro-Rata Basis

Exceptions & Exclusions

The following events DO NOT constitute a Downtime and shall not be eligible to be considered for any Service Credit:
  • DNS issues not in scope and control of Service Provider
  • Failure or malfunction of any equipment or services not provided by Service Provider
  • Any abuse or fraud on the part of Customer and its Authorized Persons
  • Any utilized Scheduled Service Downtime
  • Any problems outside the Service Provider Facility Network
  • Force majeure (acts of Nature, any events that cannot be prevented or avoided)

Scheduled Maintenance

DataHub will conduct routine scheduled maintenance of its Internet Data Center Services. The maintenance calendar will be shared with the customer in advance. In the event that a mission critical maintenance situation arises, we may have to perform emergency maintenance at any time.

During these scheduled and emergency maintenance periods, Customer Equipment may be unable to transmit and receive data and Customers may be unable to access their equipment.

The Customer agrees to co-operate with DataHub during these scheduled and emergency maintenance periods.

In case of scheduled maintenance, a notification shall be sent to client 3 days prior.

DataHub, within its reasonable control, will endeavor to intimate the Customer of emergency maintenance activity.

Fee & Payments

As consideration for the services you have selected, you agree to pay us the applicable service(s) fees and security deposit. Additional Installation/setup charges may be charged for customization of services.

All fees payable hereunder are NON-REFUNDABLE unless we provide otherwise.

Payment Mode: Quarterly in Advance.

We request you to make the payment as and when due, and further request not to rely on our mail for reminding you to make the payment.

If a renewal fee goes unpaid within the time specified regarding renewal, the CLOUD VM service will be stopped without any notice.

Payments can be made via Bank Deposit, Online Transfer or Direct Payment at our office.

Software License

  • The software provided with the servers under this agreement has been provided by third parties. All such third provided software is licensed to customer subject to terms and conditions of an End-User License Agreement (“EULA”) provided as either a document accompanying such software.
  • The Customer hereby accepts and agrees to abide by the terms and conditions of EULA associated with any third party software provided to the Customer with any of the Services. Customers agree that he shall not use any pirated software.
  • DataHub shall not be responsible for any third party software neither shall it be responsible for damage caused by such software.

Network Abuse

Use of DataHub system resources that disrupts the normal use of the system for other DataHub Customers is considered to be an abuse of system resources and is grounds for administrative intervention.

Violation of any of the DataHub conditions of use are unethical and may be deemed criminal offences.

Abuse of Service

Any use of DataHub system resources that disrupt the normal use of the system for other DataHub Customers is considered to be an abuse of system resources and is grounds for administrative intervention. One such example of system abuse is Spamming.

Depending on the nature and the severity of the abuse, the user may receive an e-mail warning or have their account suspended by DataHub Technical Support.

If the misuse is unintentional, the suspension may be rescinded at the discretion of the Operations Manager, and may require the payment of a service reconnection charge, which is Nepalese Rupees Ten Thousand (NPR. 10,000) per server.

Occasionally, unintentional misuse is erroneously classified as intentional misuse. Customers who believe their activity has been misclassified may appeal to the Operations Manager.

DataHub's Responsibilities

  1. DataHub shall provide Cloud VM with Root/Admin Level Login which is accessible to you.
  2. The Customer should change the DataHub provided password after the first login.
  3. DataHub will provide a CLOUD VM for its customer with monitoring which is will be up and running 24×7.
  4. DataHub will provide 24×7 Support to the customers with respect to the cloud infrastructure.
  5. DataHub will conduct routine scheduled maintenance of its Internet Data Center Services. The maintenance calendar will be shared with the customer in advance. In the event that a mission critical maintenance situation arises, DataHub may have to perform emergency maintenance at any time.
  6. DataHub has no access to the contents of the Customers’ CLOUD VM.

Abuse of Service

  1. The Customer should change the DataHub provided password after the first login.
  2. Maintenance of OS is the Customer’s Responsibility.
  3. It is the sole responsibility of the Customer to maintain and update security software on the CLOUD VM Server. Under no circumstance DataHub be held liable for security breaches and damage caused by the Customer’s failure to maintain or update the security software or to maintain adequate security protocols in the administration of the CLOUD VM Server.
  4. The Customer agrees that if any security violations are believed to have occurred in association with the Customer’s CLOUD VM Server, DataHub has absolute right to suspend access to the CLOUD VM Server pending an investigation and resolution.
  5. If any issues arise in CLOUD VM, the customer shall raise a ticket to our support team on support@datahub.com.np
  6. Data Backup of the VM is solely the Customer’s responsibility.
  7. The Customer must secure their VM by closing all the unwanted ports as required from the Cloud Portal.

Copyright & Intellectual Property

All content provided by us in connection with the Services is protected under copyright law and you will not reproduce or distribute in any form, whether or not for commercial or other purposes, any part of the Services.

Unless indicated otherwise, you may view, download, copy, and print DataHub documents from the Services, as long as you use them for personal purposes only and do not post, distribute, modify, deface or remove copyright, trademark or other intellectual property ownership notices.

Terms & Termination

  1. Should the Customer terminate this Agreement at any time, all fees paid including setup, hosting and professional services of any kind are NON-REFUNDABLE.
  2. The Customer may cancel their services at any time with 30-day written notice (or as per individual contract) via official email to support@datahub.com.np or sales@datahub.com.np
  3. In the event that outstanding subscription charges not been paid or due after termination of CLOUD VM subscription, DataHub shall have all right to recover the dues by stopping any other services being provided and/or availed by the customer from DataHub.

Need to speak to someone?

DataHub Support

Desk Email: support@datahub.com.np

Phone: +977-01-4222025, 4247304

Mobile/Viber/WhatsApp: +977- 9861492387, +977- 9801233716

Skype: Helpdesk@DataHub

DataHub Sales

Desk Email: sales@datahub.com.np

Phone: +977-01-4222025, 4247304