Service Level Agreement

Commitment to Excellence: Darrendi’s Service Level Agreement

1. Introduction

This Service Level Agreement (“SLA“) is a policy governing the use of Darrendi by you (“Customer“) under the terms of the Darrendi Customer Agreement (the “Customer Agreement“) between InnoVentures, herein referred to as “Darrendi,“ and the Customer. This SLA applies separately to each account registered with Darrendi. This SLA represents our commitment to providing an excellent service experience to our Customers.

2. Service Commitment

Darrendi will use commercially reasonable efforts to ensure the content of the hosted site is accessible (uptime) for access from anywhere in the world, anytime. Darrendi will make every effort to ensure network stability and satisfactory service levels; however, specific uptime guarantees are not provided as part of this SLA.

3. Definitions

“Service Downtime“ is defined as the loss of all Darrendi hosting services from its backbone providers which is not within the scheduled maintenance windows as defined below. Downtime is measured from the moment the Customer notifies Darrendi via the ticketing system at Darrendi.host of such failure. In the absence of access to the ticketing system, the Customer shall contact the Darrendi Customer Service Department.

4. Service Availability

Service unavailability resulting from network unavailability or hardware failure will not be deemed a failure under this SLA.

• Network Availability: Darrendi is not responsible for downtime resulting from a Customer’s own network issues, denial of service attacks, or other forms of unauthorized access to the Customer’s hosted environment.
• Hardware Failure: In the event of a server hardware failure, Darrendi will endeavor to replace or repair the affected hardware as quickly as possible, within the bounds of best effort, but no specific time frame is guaranteed.

5. Scheduled Maintenance

Routine maintenance is essential to provide a stable and secure environment. Darrendi will perform these maintenance tasks during periods that minimize customer impact, and whenever possible, will provide advance notice of maintenance events that require the servers to be taken offline. This downtime is excluded from the Service Availability calculation.

6. Customer Duties

Customers are responsible for monitoring their services and ensuring that their web properties are functioning as intended. Customers must promptly notify Darrendi of any service unavailability.

7. Credits for Downtime

Should Darrendi determine that a significant downtime occurred, in direct contradiction to this SLA, Customers will receive a refund proportional to the amount of time the service was unavailable and the Customer’s monthly service fee. This refund will not exceed the equivalent of 50% of the monthly service fee.

8. Credit Request and Payment Procedures

To apply for a credit, the Customer must file a claim by submitting a ticket to Darrendi’s support system within 30 days of the incident. The claim must include the dates and times of the unavailability. Darrendi will compare the information provided by the Customer to the service monitoring data maintained by Darrendi. Credits are issued at Darrendi’s discretion and will only be issued if the claimed outage is confirmed by our monitoring services.

9. Maximum Total Refund

The total cumulative refund for any and all claims under this SLA during any single calendar month will not exceed 50% of the monthly service fee paid by the Customer for the service that is the subject of the claim.

10. Exceptions

This SLA does not apply to any performance issues:

• Caused by factors outside of Darrendi’s reasonable control;
• That resulted from any actions or inactions of Customer or any third parties;
• That resulted from the Customer’s equipment and/or third-party equipment not within the primary control of Darrendi.

11. Modifications

Darrendi may modify this SLA from time to time at its discretion. Such modifications shall be communicated to the Customer in writing and shall take effect immediately unless otherwise stated.

This SLA is part of Darrendi’s ongoing commitment to high-quality service. Please contact us with any questions or concerns regarding this SLA.

Date of Last Revision: 05/January/2024