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This Performance Level Agreement (PLA) defines the guaranteed level Service of BlastSuites Xamun must provide to any BlastSuites Xamun subscribers or any additional services provided therewith.
BlastAsia, Inc. shall use all reasonable commercial efforts to ensure that the BlastSuites Xamun will operate and available to provide 99.99% uptime in any calendar month, excluding the Scheduled Maintenance Time. |
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| This PLA applies only to paid subscriber of BlastSuites Xamun Service. The PLA does not apply to any performance issues cause by: a) reason outside of BlastSuites Xamun control; b) customer equipment and/or third party equipment, not within the primary control of BlastSuites Xamun; c) limitation, delays, and other problems inherent in the use of the internet and electronic communications. |
Regular posted schedule maintenance time does not count as downtime of service. Maintenance time is regularly scheduled and posted in the notice section of BlastSuites Xamun. Regularly maintenance will be communicated at least seven (7) business days and schedule to happen at night on weekend. Maintenance time will take at least 15-20 hours each quarter.
Unscheduled maintenance may happen and BlastAsia, Inc. in its sole discretion may take the Service down. In the event that the service is down, BlastAsia, Inc. will attempt to notify the customer in advance in accordance with the notice section set in BlastSuites Xamun website. If the unscheduled maintenance shall contain continuous five (5) hours in a day, such downtime will be counted against uptime guarantee and therefore subject for customer rebates request. |
| Rebates request under this Performance Level Agreement shall be requested by the customer. In order to receive the credit, customer may simply email the request to team@xamun.com within 5 working days after the downtime of the service. If the customer submits a rebates request and does not receive a prompt email reply indicating that the request is received, the Customer must resubmit the request because the request was not correctly received. A customer who has past due or in default has outstanding payment obligation to BlastAsia, Inc. is not entitled for any rebates credit. BlastSuites Xamun shall calculate any service downtime using its application performance monitoring system logs and other records. |
| This Performance Level Agreement from time to time maybe amended by BlastAsia, Inc. in its discretion after providing 30 days advance notice to the customers. Notice will be provided to a user designated as Tenant Administrator of BlastSuites Xamun account. Notice shall be either in: (i) as a note on the Tenant's Administrator Dashboard after successfully signing in, or (ii) by sending email to the registered email address provided by Tenants Administrator account. |
The following definition shall apply for this Performance Level Agreement.
- "Downtime" means inability to access Blastsuites Xamun Service due to server side errors and unavailability of the service. Downtime will be measured based on the individual BlastSuites Xamun Service measure by performance monitoring tool
- "Scheduled Maintenance" means those times where BlastSuites Xamun notify its customer of period of Quarterly Maintenance for 7 business days prior to start of the downtime service. Quarterly maintenance will take 15 hours to 20 hours and set during weekends; Schedule downtime is not considered Downtime for the purpose of this PLA, and will not be counted as downtime period of service. Scheduled Maintenance is planned on weekends between 10 pm to 6 am GMT + 8 Standard Time.
- "Rebates Credit" means days or hours added to the end of the subscription term at no additional cost as recompense in the event that BlastSuites Xamun failure to meet the service in this Performance Level Agreement.
- "Request for Service Rebates". In order to receive any of the Rebates Credits describe above, Customer must notify within 5 days after the unscheduled downtime from the time customer become entitled to receive the rebates credit. Failure to do so will result in forfeiting the rebates claim.
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