Terms & Conditions
Understand CloudRevol service commitments, uptime guarantees, security practices, support policies, and service level agreements.
CloudRevol Service Agreement
This document outlines CloudRevol's operational policies, service commitments, security standards, backup policies, uptime guarantees, and customer responsibilities.
Assumptions
- CloudRevol will ensure ongoing operational support maintenance as described in the Service Level Agreement (SLA).
- CloudRevol shall not be held responsible for hardware failures, application bugs, infrastructure provider-related issues, or development challenges with applications.
- We offer subscription plans on a monthly, quarterly, biannually, or yearly basis for your convenience and flexibility.
- Any services provided beyond the scope of the agreement may be subject to additional costs.
- Major upgrades beyond the scope of the agreement will be treated as hourly projects, subject to separate billing.
- Any changes to services will be effectively communicated and documented within the Service Charter Contract.
- We are committed to delivering services in accordance with relevant policies, processes, and procedures.
- Scheduling requests will be processed in alignment with the service descriptions provided.
- Support for non-subscribed servers and services is not included as part of our offering.
- Backup and security settings are not a 100% guarantee against hardware loss or data corruption, and/or from the compromise application.
- CloudRevol bears no responsibility for any loss or corruption of data that may occur while servicing client infrastructure.
- Our technical assistance and best efforts are limited to a maximum of a few hours of troubleshooting assistance per incident.
- Any assistance exceeding 2 hours per incident will be communicated and billed at an hourly rate.
Uptime
- CloudRevol proudly ensures a 99.9% guaranteed uptime. In case we are unable to meet the guaranteed availability, lost time will be refunded back to your account.
- The guaranteed uptime is limited to the availability of the servers provided by the infrastructure provider.
- Upgrades, migrations, or application-related disasters are separate.
| Period | Maximum Downtime |
|---|---|
| Daily | 1m 26.4s |
| Weekly | 10m 4.8s |
| Monthly | 43m 49.7s |
| Yearly | 8h 45m 57.0s |
Security Practices
- CloudRevol will configure servers to comply with system Security Standards and best practices. While our security practices aim to reduce the likelihood of hacking and security compromises, we cannot guarantee protection against data loss resulting from application-related issues or vulnerabilities in outdated software.
- CloudRevol does not provide support for servers that do not comply with known standards and policies. Servers that are found to be non-compliant will be immediately unsubscribed from our service and cannot be re-subscribed until policy standards are in place.
- CloudRevol will only provide support for servers known to have Restricted Data if they are hosted in the Data Center or a comparable secure environment. It is the responsibility of departments to adhere to standard practices for the security of Restricted Data. CloudRevol can offer technical consultation on implementing security tools for Restricted Data.
- Clients or their users with administrative rights to their application are responsible for adhering to recommended security practices. In the event of evidence indicating a machine compromise due to granted rights, CloudRevol reserves the right to revoke or restrict administrative rights from any or all users.
- The client will be responsible for making decisions regarding user access and authorization. They are required to notify CloudRevol to add or remove user access based on their own discretion.
- CloudRevol does not assume responsibility for storing passwords for server and application users. We will never request a user's passphrase, but we can assist in setting up passwords. It is the user and client's responsibility to remember passwords for critical systems or files, as CloudRevol does not store copies of passwords. In case of password loss, CloudRevol can aid in changing the password to regain access, although this capability may not always be available.
- in the event of a compromised machine or application, CloudRevol will promptly take it offline until minimum security standards are met. This may involve actions such as conducting vulnerability scans, erasing and rebuilding the machine, and/or removing administrative rights.
Backups Retention Policy (Onsite)
| Retention |
|---|
| Backup Retention Policy (Onsite) |
| Daily |
| Weekly 2 |
| Database (15 days) |
Backups Retention Policy (Offsite)
| Period |
|---|
| Backup Retention Policy (Ofsite) |
| 15 days |
Our backup retention service enables you to store backups onsite at no extra cost. However, for enhanced security through offsite backups, Starting from $5USD per server is applied on a monthly basis.
Note: The backup frequency can be adjusted to meet specific needs, with additional charges applicable for offsite storage and configuration of additional backups..
99.9%
Uptime Commitment
24/7
Monitoring
10+
Years Experience
Global
Infrastructure
Service Level Agreement (SLA)
CloudRevol is committed to delivering high quality services to its clients, ensuring maximum productivity supported by this Service Level Agreement. This agreement is an essential component of our partnership and can be reviewed, revised, and supported by additional staff as outlined in the contract.
This SLA encompasses the following:
- The services provided by CloudRevol to the customer.
- Response times, availability, and maintenance related to these services.
- The responsibilities of CloudRevol as a Managed Service provider for subscription-based services.
- The definition of the scope of service and the responsibilities of clients receiving subscription-based services.
- Processes for requesting services, including technical assistance and response time.
- Review, reporting, and other related processes.
- According to company policy, we do not permit websites that violate our Terms of Service (ToS) to be hosted on our platform.
Scope Of Service
CloudRevol's team of server administrators offers professional management services for a diverse range of servers, encompassing in-house infrastructure, dedicated servers, virtual environments, and cloud environments. We provide support for both Linux and Microsoft server software, ensuring compatibility with supported versions.
The server support subscription provided by CloudRevol includes the following services:
- Provision of server with the required operating system and other software components.
- Deployment and configuration of firewall for enhanced security.
- Initial setup and configuration of the server to ensure optimal performance.
- Installation and configuration of applications and necessary packages on the server.
- Monitoring of production applications, running services, and server resources to ensure smooth operation.
- Documentation, configuration management, and maintaining a change log for effective server management.
- Maintenance and management of security updates to keep the server secure.
- Hardware upgrades, including vertical/horizontal scaling such as memory and hard drive expansions, based on the capabilities supported by the infrastructure/platform provider.
- Configuration and maintenance of both onsite and offsite backups, including support for related backup tools.
- Troubleshooting assistance for ongoing issues, fixing technical problems, and providing the best possible solutions to ensure uninterrupted server performance.
Managed Services
| Service | Included |
|---|---|
| Web Server Management | |
| Database Server Management | |
| Mail Server and Email Management | |
| DNS Server and DNS Management | |
| Backup Server Management | |
| Control Panel Management | |
| Infrastructure Support | |
| Proactive Monitoring | |
| Support for Linux Platform | |
| Support For Windows Platform | |
| Infrastructure & Network Setup | |
| OS Upgrade and Patches | |
| Server Security | |
| Firewall Configuration | |
| Packages update | |
| Scaling & Hardware Upgrades | |
| Data Migration | |
| Application Migration (one each server) | |
| Server Provisioning | |
| Security Patches | |
| Server Packages |
Data Protection
| Protection Area | Included |
|---|---|
| Backup Configuration | |
| Users & Permissions | |
| Ports & Protocols | |
| Application(s) Data | |
| Configuration Data | |
| Control Panel Management | |
| Databases | |
| DR Assistance | |
| SSL(HTTPS) Support | |
| Technical Support | |
| Security Assistance | |
| Technology Consultation | |
| Infrastructure Support | |
| Technical Correspondence with other providers |
CloudRevol DevOps Services
| Service | Billing | Details |
|---|---|---|
| Proxy Servers and Load Balancer | Hourly | According to Contract |
| Advanced Web Support | Hourly | According to Contract |
| Third party software installation | Hourly | According to Contract |
| Multi-tier Setup and Support | Hourly | According to Contract |
| Multi-Environment setup | Hourly | According to Contract |
Note: The "Check" indicates that these services are included in the base package of our managed services.
In accordance with the Ecommerce Operations and CloudRevol Services contract, the base package of CloudRevol Services includes a provision of two hours of daily support for high-level tasks. It's important to note that any additional hour(s) utilized beyond this allocated support will incur corresponding charges. For detailed information regarding the features, you have subscribed to, hourly charges, and any additional support or services, we kindly refer you to your contract. Please be aware that any additional support or services will be billed separately at an hourly rate as specified in the contract.
Services Outside of the Scope
Any services that fall outside the scope of this Service Level Agreement will be considered optional and will be billed at CloudRevol's hourly rate. These services may include, but are not limited to:
- Technical troubleshooting on the server is handled by the Technical Team.
- Setup and configuration of any unsupported services.
- Installation, configuration, and/or troubleshooting of any unsupported software and applications.
- Vendor assistance for third-party tools.
CloudRevol offers the flexibility to design services that cater to specific business requirements within the CloudRevol Services framework.
For more information or to schedule an appointment to discuss custom management or services beyond the scope of this agreement, please contact at [email protected]
Moreover, CloudRevol can provide technology consultation to assist different departments in planning their infrastructure, software, hardware, and security needs.
Backup Liability
- CloudRevol offers automatic scheduled backups for servers, encompassing configuration, web files and folders, as well as databases. It is recommended to have both on-site and off-site backups with a defined retention policy. CloudRevol can accommodate frequent retention policies and alternative backup solutions based on client requirements.
- Local backups to hard drives may not be sufficient for comprehensive data protection, as backup systems without an off-site copy are inadequate for effective disaster recovery.
- While backups provide a level of data protection, they do not guarantee complete recovery to the last known state, as this depends on the retention policy in place. CloudRevol is committed to safeguarding client servers covered under this SLA from intentional damage.
- CloudRevol cannot be held liable for hardware damage to client-owned equipment or infrastructure provider equipment, nor for data loss resulting from accidental actions by personnel on either side. In the event of an incident, CloudRevol is committed to providing recovery support as long as a backup of the system is available.
- Every member of CloudRevol is responsible for proactively and reactively protecting the information, resources, and assets entrusted to CloudRevol by the client.
- Each server supported by CloudRevol undergoes quarterly risk evaluations or as per client request.
Roles and Responsibilities
CloudRevol's role and responsibilities in support of this Agreement include:
- Meeting the specified response times for incidents and service requests based on their assigned priority.
- Keeping customers informed about events, schedules, updates, or changes related to the services.
- Implementing established processes to deliver the best possible assistance.
- Providing timely and appropriate responses to customer communications.
- Configuring systems to meet minimum-security standards.
CUSTOMER ROLE & RESPONSIBILITIES IN SUPPORT OF THIS AGREEMENT INCLUDE:
- Making customer representative(s) available when resolving incidents.
- Submitting requests through official CloudRevol channels.
- Ensuring timely payment of license fees and services.
- Defining user roles and permissions as needed.
- Providing access to admin accounts when required.
Contact Information
- Support Email: [email protected]
- CloudRevol Management: [email protected]
- Email Support: [email protected]
Backup
| Category | Initial Response Time | Initiation of Support |
|---|---|---|
| Urgent | 0-30 minutes | 0-1 hours |
| High | 1 hours | 1-2 hours |
Planned/Unplanned Maintenance & Service Changes
- Change Management Process minimizes disruptions.
- Planned maintenance is scheduled in advance.
- Unplanned maintenance is handled as priority work.
- Emergency service changes are communicated immediately.
Service Subscription & Charges
- Billing cycles include monthly, quarterly, and yearly.
- Customers are responsible for license costs.
- No refunds for unused services.
- Billing queries: [email protected]
Termination of Service
- Customers may terminate anytime before billing cycle ends.
- CloudRevol may terminate for policy violations.
Refunds
No refunds will be issued for unused service period.
Review & Revision
- This SLA is applicable for the current fiscal year and may be revised or reviewed as needed at the end of this period. CloudRevol is responsible for the content of this document and reserves the right to make amendments as required, with any changes being communicated to all affected parties.
- We value feedback from our clients regarding our services and welcome any suggestions. All suggestions will be carefully reviewed and taken into consideration for the revision of the Service Level Agreement (SLA).
Note: The backup frequency can be adjusted to meet specific needs, with additional charges applicable for offsite storage and configuration of additional backups.
Need Clarification?
Our support team is available to answer questions regarding service agreements, uptime guarantees, and managed services.
Contact CloudRevol