Service-level Agreement (SLA) is the service level set forth in Dorabase providing service for customers. The service levels are described as specified times in equivalence of terms and conditions of SLA.
Service Accessibility Warranty
System Operation Centre Continuity Rate (99,75%) = (Total Duration of Monthly Service – Total Duration of Monthly Outage) / Total Duration of Monthly Service)
The customer services are available 24x7. Total Duration of Monthly Services is 720 hours. The service continuity rate is warranted by Dorabase as described above. In other words, Total Duration of Monthly Service shall not be engaged over 1 hour 48 minutes.
When Dorabase systems are out of service, the daily average response time is delivered in 2 hours and assumes constant solution in 24 hours.
Service Level Credit
If Dorabase does not meet the SLA level committed, a Service Level Credit of 25% of MRC invoice amount will be deducted on the next month.
No credits will be made if failure to meet one or more of the above service levels is attributable to: