Service Level Agreement

24 * 7 Customer support: Our support office is open 24 hrs a day, 7 days a week and 365 days a year. We offer support by trouble ticket, live chat, phone and email.

30 Minute Reboot Guarantee: Should your server stop responding it's vital for your business to get it rebooted as quickly as possible. We guarantee that we will reboot your server within 30 minutes - 7 days a week, 365 days of the year. Simply put in a reboot request via your Control Panel and we'll do the rest.

99.9% Connectivity – Guarantee: Thanks to the power and resilience of the JaipurDataCenter network infrastructure, we can guarantee that our network will be available 99.99% of the time. If you find that we fail to meet this promise, we will refund 1 day's service for every hour that connectivity has been unavailable over and above 0.1% of the month, extending in value up to a maximum of your monthly subscription charge.

Bandwidth Guarantee: We guarantee that we'll always have enough bandwidth available to service every single customer at their full capacity, so your site will never be slowed down by oversold bandwidth.

Two Hour Hardware Resolution: If for any reason any of the hardware in your solution fails, we will rectify the problem within 2 hours of our technician confirming the hardware fault. In the unlikely event we fail to achieve this, we will refund 1 day's service for every 30 minutes taken over this time, extending in value up to a maximum of your monthly subscription charge.

Credits: Any credits offered under the SLA will be allocated to your JaipurDataCenter account. Any claim under the SLA must be made within 30 days of the event; claims following this time cannot be authenticated and hence no credit will be awarded. Customers are therefore requested to notify HostRightNow Technologies (India) Pvt. Ltd. of any network downtime immediately and upon confirmation that the network was unavailable as a result of JaipurDataCenter's actions, a credit under the SLA will be calculated from the time that the network downtime was reported. In the unlikely event we fail to achieve the hardware resolution guarantee, we will credit one day's service for every thirty minutes taken over this time up to a maximum of your monthly subscription charge.

Other terms and conditions:

  • Period of Service: Minimum of 3 months from the Date of Activation
  • Server Delivery: Server access will be provided within 7 to 10 working days after the payment confirmation from the billing department.
  • Billing: Billing date will be started from the very same day when you get the server access as this is our company norm.
  • Payment Terms: The Service charges are as per the terms and conditions mentioned in quotation. All payments have to be remitted before 7 days of the due date as mentioned in the bill. HostRightNow Technologies (India) Pvt. Ltd. reserves the right to discontinue the services in case of delay in or non-payment of the billed charges.
  • Payment Terms: The Service charges are as per the terms and conditions mentioned in quotation. All payments have to be remitted before 7 days of the due date as mentioned in the bill. HostRightNow Technologies (India) Pvt. Ltd. reserves the right to discontinue the services in case of delay in or non-payment of the billed charges.
  • Variation of Prices and Terms & Conditions: HostRightNow Technologies (India) Pvt. Ltd. reserves the right to change, from time to time, the service pricing structure and terms & conditions of the contract by giving no less than 30 days’ notice of the change, in writing.
  • Arbitration: In case of any unresolved disputes arising out of the provisioning of JAIPURDATACENTER’s services, or from the terms of this contract, either party may pursue any remedy it may have at law. All such arbitration would be carried out within Jaipur City limits.
  • Force Majeure: If at any time during the continuance of JaipurDataCenter’s services, the performance in whole or part, or any obligation under it shall be prevented or delayed by reason of war, hostility, acts of the public enemy, civil commotion, sabotage, fire, flood, explosion, epidemic, quarantine restriction, strikes, lockout, or act of God etc., the subscriber shall not have any claim for damages against HostRightNow Technologies (India) Pvt. Ltd. in respect of such non - performance or delay in performance of JaipurDataCenter’s services.
  • Other Conditions: JaipurDataCenter’s services may be used only for lawful purposes. Transmission, distribution or storage of any material that is adult in nature, causes security threat to the nation or is religiously defamatory or is in violation of any applicable law or regulation, is prohibited. The servers will be monitored regularly and in the event of any observed deviations, all contracted services will be discontinued without prior intimation to the customer.
  • Compliance with Acceptable User Policy: HostRightNow Technologies (India) Pvt. Ltd. has issued its Acceptable User Policy, as attached along with this document. The customer is expected to honour the clauses stated in the policy. From time to time, any amendments to this policy will be posted on our web site and the customer in principle should be aware of these changes and should agree to the clauses stated.
  • Termination of Services: The Customer reserves the right to terminate the agreement and service by giving a 30 days’ notice in writing.

Acceptable User Policy:

The Acceptable User Policy agreement specifies actions that are prohibited by HostRightNow Technologies (India) Pvt. Ltd. to users and customers of JaipurDataCenter Network and services. HostRightNow Technologies (India) Pvt. Ltd. reserves the right to modify, without notification, clauses of the policy at any time. The policy is available on the web site of JAIPURDATACENTER, and any use of the JaipurDataCenter network and/or services after posting of changes on the said website will be considered acceptance of those changes.

General Conduct:

JaipurDataCenter’s network including all its services shall be used only for lawful purposes. Users should not at any point in time use JaipurDataCenter’s network for transmission or distribution of material in conflict with any applicable laws at any point in time. This includes without limitation, material protected by copyright, trademark, trade secret or other intellectual property right used without proper authorization and material that is obscene (pornographic), defamatory, viruses or other harmful components that constitute an illegal threat or violations of export control laws.

System and Network Security:

JaipurDataCenter's System and Network security should not be violated at any point in time. This is prohibited. HostRightNow Technologies (India) Pvt. Ltd. will investigate incidents of any such violations and stringent action will be initiated with the law enforcement agency. Network or system security breach examples would include:

  • Unauthorized access to or use of data, systems or network that is JaipurDataCenter specific.
  • Unauthorized monitoring of data or traffic on any network or system without written consent of the owner of the data.
  • Interference with service to any user, host or network intentionally. 
  • The use of the network by users for anti-national activities would be construed as an offense punishable under the Indian Penal Code or other applicable law. The networks cannot be used in such a manner as to endanger or make vulnerable a networked infrastructure. Acts such as break-ins or attempted break-ins of Indian networks shall be regarded as an anti-national act and shall be dealt with in accordance with the Indian Penal Code.

E-Mail:

Users are prohibited from sending unsolicited e-mail messages, including, without limitation, bulk, commercial, advertising or informational announcements ("Spam") in a way that could be reasonably expected to adversely impact the network of other users. Users may not use the network for:

  • Sending e-mails intended to harass or annoy others
  • Continue to send e-mails to someone who doesn't wish to receive them• Send e-mail with forged TCP/IP packet header information
  • Send or receive e-mail messages in a manner that violates the usage policies of any other Internet service provider.

VOIP/ Internet Telephony:

The customer is required to be totally aware of all rules and regulations concerning these services. These rules are to be adhered to at all times. HostRightNow Technologies (India) Pvt. Ltd. shall not be responsible for any breach of such rules/ regulations.

Suspension / Termination:

Users, which HostRightNow Technologies (India) Pvt. Ltd. determines to have committed violation of any element of this Acceptable User Policy shall be subject to immediate suspension or termination of service without further notice and HostRightNow Technologies (India) Pvt. Ltd. may take such further action as it solely determines to be appropriate under the circumstances to eliminate or preclude such violation, and HostRightNow Technologies (India) Pvt. Ltd. shall not be liable for any damages of any nature suffered by any customer, user or any third party resulting in whole or in part from HostRightNow Technologies (India) Pvt. Ltd.'s exercise of its rights under these policies.

24x7x365 Live Customer Support

Our dedicated Support team is ready to support all your technical issues, round the clock 24*7*365 (that means 24 hrs a day, 365 days a year)

Phone Support:
IND: +91-141-300-0001
Mob: +91-982-915-1699

Online Live Chat Support

Visit any of our website and click on the button (image) that says “Click here for live chat” Put your contact details in next form and select the department you want to communicate.

Support Ticket System

Login to your billing system and then click on the link – “Open a support ticket”. Once submitted your ticket will be replied by one of our support executive in next 30 minutes. You will get notification of this reply by Email.

Support

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