SLA (Service Level Agreement)
1. Overview
This Agreement sets out the service level, limitations, and quality features of the unified cloud infrastructure services provided under the AirNgin brand, referred to in this Agreement as the «Company.» Under this Agreement, the Company commits to guaranteeing the quality of service level provided to the «Customer» who uses one or more AirNgin infrastructure products. This Agreement describes in detail the access and maintenance levels, as well as the limitations of AirNgin's cloud services, and explains the credit services associated with each in the event of an outage. It should be noted that each type of outage in each of the Company's cloud products and systems will be reviewed, evaluated, and compensated exclusively within the framework of this document. This Agreement applies to Customers who use only the Growth, Professional, and Enterprise support services, have no outstanding debt to the Company, have paid for the services they use in accordance with their contract, and whose service is currently active. Customers who use free product packages or are covered by AirNgin's support programs are not covered by the services set out in this Agreement. Using any of AirNgin's cloud infrastructure products constitutes acceptance of all terms of this Agreement; without accepting this Agreement, none of the aforementioned services can be provided. Accordingly, if you do not agree with any of the provisions of this document, please discontinue your use of the Company's cloud services. Any partial or complete review, amendment, or update to the terms of this Agreement will be communicated to the Customer by the Company. This notice may be sent by letter, fax, email, or as a notice on the website or in the Customer's user panel. In any case, users are required to periodically check this page to stay informed of the latest version of this Agreement.2. Definitions
30-Day Period: A time period consisting of 30 calendar days, beginning when a cloud infrastructure-based service is paid for and activated.
Access Time: The time during which the Customer has used the service without any outage (except as covered under Limitations).
Monthly Amount: The amount, in Rials, paid for one 30-day period of an active service. Monthly Uptime Ratio: The ratio of the time a cloud infrastructure-based service is available, active, or usable to the outage time of that service during a 30-day period.
Outage: Any obstruction that, under the terms of this Agreement, prevents the Customer from accessing a service, provided it is not covered under Limitations and is attributable to the Company; its duration is used in calculating credit services. Outages are defined precisely and separately for each of AirNgin's cloud services.
Credit Services: Credit calculated in the Customer's account with the Company to compensate for a service outage caused by AirNgin, provided the outage is not covered under the Limitations set out in this document.
Growth Credit Service Rate: The credit service rate applicable when the Customer has purchased the “Growth Consulting, Support, and Response Services” package. Professional Credit Service Rate: The credit service rate applicable when the Customer has purchased the “Professional Consulting, Support, and Response Services” package.
Enterprise Credit Service Rate: The credit service rate applicable when the Customer has purchased the “Enterprise Consulting, Support, and Response Services” package.
3. Limitations
If an outage occurs due to any of the following circumstances, it will not be eligible for credit services: 3.1. The outage is beyond the Company's control; for example, natural disaster, war, acts of terrorism, riots, government action, faults in the global internet network, faults in communications infrastructure networks, routing issues within the networks of internet service providers serving the Customer, and any faults occurring outside the Company's network, whether inside or outside Iran. 3.2. The outage is attributable to the Customer; for example, resulting from an error or incorrect or unsuitable configuration by the Customer, or caused by the Customer's software or hardware issues or network problems, such as insufficient internet connectivity or bandwidth on the Customer's part. 3.3. The outage results from misuse by the Customer; for example, due to unlawful use, or abuse and exploitation of resources by malware. Any transmission of malware, identity theft, spamming, any form of attack or hacking, denial-of-service attacks, and in general any malicious use of any cloud infrastructure product will result in the immediate and permanent termination of the Customer's access to these services. 3.4. The outage results from enforcement of the “Terms of Service”; for example, a service suspension carried out under a legal order issued by the Committee to Determine Instances of Criminal Content, the judiciary, international bodies, or any other competent authority.4. Credit Services for SLA Violations
The Company is obligated to make every effort to maintain the monthly uptime for each of the 30-day periods for each of AirNgin's services, except in cases covered under Limitations. When an outage occurs (outside the cases covered under Limitations), the outage duration is calculated relative to the total available access time during the 30-day period, and the Rial equivalent of the percentages listed in the tables in each section below — based on the Customer's monthly fee for each product — will be credited to the Customer's account. The monthly uptime percentage is calculated using the formula below:Monthly Uptime % = (Access Time – Outage Time) / Access Time × 100
or
Monthly Uptime % = (Maximum Available Minutes-Downtime) / Maximum Available Minutes x 100
AirNgin aims to maintain a minimum monthly uptime of 98%.