SERVICE LEVEL AGREEMENT
This Agreement is effective the date on which Order Processing Form (OPF) is placed
and Customer accepts the terms as mentioned in the Master Service Agreement (MSA)
and this Service Level Agreement (SLA) which forms part of the OPF. This Agreement is
between CtrlS hereinafter referred to as “Service Provider” and the Customer, and is
valid for a term as stated in the OPF. The terms of this Agreement shall apply only to
those Services which are referred in the OPF and any Supplemental Services agreed by
both the Parties.
This Agreement provides the right - under certain circumstances specified below, for a
Customer to receive Services Credits in the event of failure to provide Services by the
Service Provider to the Customer as mentioned in OPF in accordance with (i) the MSA,
(ii) Service Provider’s AUP and (iii) this SLA, each of which is incorporated herein by
reference and made a part hereof (collectively the "Documents")
Service Provider and the Customer shall be referred collectively as “Parties”. Unless the
context otherwise requires, all capitalized terms used but not otherwise defined herein
shall have the meanings as found in MSA. Other terms may be defined elsewhere in the
text of this Agreement and, unless otherwise indicated, shall have such meaning
throughout this Agreement. All capitalized terms used in this Agreement defined in the
MSA and the OPF and not defined hereunder shall have the same meaning as defined in
the MSA or the OPF. The Service Provider reserves the right to change the terms and
conditions of this Agreement with respect to the Services to be provided by Service
Provider to Customer, subject to mutual approval.
Customer acknowledges that the Service Provider has the expertise and knowledge for
providing the Services as mentioned in the OPF. The Customer has shown his interest in
availing the Services provided by Service Provider by completing the OPF by accepting
the terms, conditions as mentioned in the MSA and the standard of the Service as
provided in this SLA.
Service Provider agrees to provide the services to Customer as detailed in OPF for an
Initial Period as mentioned in OPF and for said period the Customer has agreed to pay
the amount as agreed in the OPF.