Service Level Agreement

Puzl Cloud has agreed to provide Puzl Cloud Platform services to the Customer as applicable in the Customer Agreement. This Puzl Cloud Platform Service Level Agreement (hereinafter the SLA) is a policy governing the use of the Included Services (listed below) and shall separately apply to each Customer Account using the Included Services. In the event of a conflict between the terms of this SLA and the terms of the Agreement or other agreement with Puzl Cloud governing the use of the Services by the Customer, the terms and conditions of this SLA shall prevail, but only to the extent of such conflict. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.

Included Services

• Spike Instances
• Flexible Persistent File Storage

General Service Commitment

• Regular maintenance. Puzl Cloud shall notify the Customer via email detailing maintenance work to be carried out and the possible impact on the Customer. Such notifications shall be given at least 36 hours prior to the maintenance being carried out, and Puzl Cloud shall endeavour, wherever practical, to keep the maintenance times as short as possible. Maintenance means any work carried out by Puzl Cloud in order to upgrade, improve or maintain the Included Service (including a telecommunications link, any hardware or software) including any modification, change, addition or replacement which does not materially detract from, reduce or impair the overall quality or performance of the Included Services. The Customer shall not pay the Fees if the provision of the Included Services during such maintenance is stopped or the Included Services are not available.
• Puzl Cloud shall make commercially reasonable efforts to provide the Included Services to Customer with the best possible availability. The Customer however acknowledges that for technical reasons as well as due to Puzl Cloud’s dependence on external factors (e.g. unavailability of telecommunications networks, electricity outages, hardware and/or software failure etc), the uninterrupted availability of the Included Services cannot be guaranteed. The Customer can therefore not assert a claim for continual access to the Included Services. Access restrictions of a temporary nature shall not constitute grounds for warranty claims or a right to extraordinary termination.
• Shut-down of the server. Puzl Cloud specifically points out that, due to various technical reasons and its dependence on external factors, the uninterrupted uptime of a server (i.e. the period when the server is working and available) with a scheduled Cloud Platform Object, cannot be guaranteed. In this case a 1-minute error in computing billing Fees for is allowed.