Version 1.1, 23 March 2022 

1.  Hosted Service Description

We use commercially reasonable efforts to furnish our Hosted Services offering, which consists of Hosting resources; and Systems Management.

a)  Hosting involves managing the Hosting Resources (noted below) which permit us to host the SaaSApp and Third Party Applications or Software which you have ordered. Please note: 1. Upon a mutually agreed implementation date, we will enable the applications you have ordered. This enablement may involve additional services and fees.

b)  We will provide, maintain, and support the hardware server(s) enabling the Services, and we will make the Services available to you pursuant to the terms and conditions set forth in this Specification and the SLA, and any other applicable Addenda.

c)  We will use commercially reasonable efforts to make the Services available seven days a week, 24 hours a day, subject to the terms stated herein and to scheduled maintenance.

2.  Hosting Resources

Provider, in combination with its hosting vendors, has arranged to make available the physical data center and resources (which consists of the applicable hardware, software, network services, and personnel) to host the applications Customer has ordered. This consists of the following:

l  Virtual Servers

l  Firewall and security services (which include intrusion protection, anti-virus, and anti-spyware applications)

l  Data center connectivity

l  Storage (subject to limits)

l  Software licensing (e.g. operating system, database, application server as applicable)

l  Storage limits are given as 5 GB per named user account created in the Ginesys ERP and licensed by you . This is monitored and shared to you on a periodic basis. Once the limit is crossed you may purchase additional storage as per rates given in your proposal. Enhancements to data limits may also require performance enhancement in accordance with larger data volume. This limit may be changed at any time at the discretion of Provider. Note the kind of storage on disk is not specified as it is a virtual storage.

l  Note: Ginesys POS may still require on-premise dedicated hardware and the requirements for the same will be communicated to you in advance of the deployment

● Note for Ginesys BI: BI APP storage limit are given as 1.25 GB per BI Application(subsequent in-memory limit is 5 GB) created in the Ginesys BI Cloud and licensed by you .This is monitored and shared to you on a periodic basis. Once the limit is crossed you may purchase additional storage in private cloud as per rates given in your proposal. Enhancements to data limits may also require performance enhancement in accordance with larger data volume. This limit may be changed at any time at the discretion of Provider. Note the kind of storage on disk is not specified as it is a virtual storage.   

2.2  System Management Services

A second aspect of our Service is “System Management”, which involves a suite of managed services

• System Monitoring • Software Licensing Managed Services: • Backup and Restore Services • Cloning • Database Administration • Printer Management • Availability and Performance Management • Incident Management • Version Management • Security

 

2.2.1  System Monitoring

This implies running various monitoring software to alert you and/or Provider of system malfunction or overload not necessarily caused by your usage .

 

2.2.2   Backup and Restore

Our Backup and Restore services are designed with the following backup and restore policies:

Database backup is taken every day and retained for 7 days.

All backups are encrypted using AES 256-bit encryption.

The backup files cannot be exported. The backups can only be used for restoring operations at our data centers.

 

2.2.3 Cloning

Trial Instance / Demo Instance

You may request for a cloned instance of your database and application to a non-production instance for internal training and testing purposes. In such cases, the additional instance will be billable pro-rated at 75% of the rates of the production instance.

Trial instances will not have backup services or uptime SLA.

 

2.2.4 Database Administration

Monitor operation and completion of daily backups

Monitor standard DB Server maintenance plans

These activities do not include (but are not limited to) correcting data entry mistakes that were not the fault of the Provider.

 

2.2.5 Printer Management

• Support server-based printing: print driver, print queue, and print services maintenance • Perform server installation of Microsoft-supported print drivers when necessary for Customer’s continued use of such printer(s) • Provide remote assistance in troubleshooting printing issues not associated your local infrastructure

EXCLUSIONS Activities that are not covered by the Printer Management services described above are your sole responsibility and include (but are not limited to) the following: • Provision, installation and replacement of the printer equipment and consumables • Support of local infrastructure and printing hardware Note: Provider does not control printers and drivers, and is not responsible if an existing printer or associated driver is not compatible with the Platform; and Provider is not responsible for installing or otherwise supporting the printer hardware or associated Printer Control Files or PRNs

 

2.2.6 Availability and Performance Management

This is a combination of capacity management and availability management to ensure reasonable performance of the SaaSApp. In this regard we do not make any express claim or provide a warranty with respect to the performance of the SaaSApp but will make all commercially reasonable efforts to ensure reasonable performance of the Software. Downtime if planned will be communicated well in advance for routine maintenance and upgrades.

We commit to provide 99% availability of the Hosted Services (taken as a whole) during each calendar month of a Customer’s subscription term (“Uptime Commitment”)

Downtime caused directly or indirectly by any of the following shall not be considered a breach of this SLA:

a)  a Force Majeure Event;

b)  a fault or failure of the internet or any public telecommunications network;

c)  a fault or failure of your computer systems or networks;

d)  any breach by you of this SLA; or

e)  scheduled maintenance carried out in accordance with this SLA.

Non-production (e.g., test and trial) environments are expressly excluded from the Uptime Commitment.

Note that currently we are using 3rd party cloud hosting service providers to provide the cloud infrastructure and various security and management services. These have their own SLAs and TAT in case of incidents. In case of any issue with the underlying service providers we cannot be held liable, yet we shall aim to provide best efforts for quick resolution / restoration in a reasonable time.  

2.2.7 Incident Management

An “Incident” is any event that is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of that service. Incident Management services are designed to help manage all events in which the normal operation, performance and/or availability of the System is reduced or interrupted. When an incident occurs, the Provider shall attempt to restore normal service operations as quickly as possible with minimal impact on either the business or the user. The incidents may be notified to us by you by creating a ticket in the Customer Care portal. The Turnaround time for such incidents is mentioned in Application Support(Schedule2 of your SLA) 

In case of a service disruption due to disaster, the Provider shall try to restore the services on a best effort basis at the earliest. The target RTO (Recovery Time Objective) is 24 hours, i.e.  We will try our best to restore the services within 24 hours of a disruption.

No claim or warranty is being made as to RTO (recovery time objective) from this type of disruption. The recovery point objective is upto T-1 i.e. 1 day prior as we are taking a daily backup. Data loss from Ginesys POS may happen upto the recovery point as it is a separate system from the SaaSApp.

 

2.2.8 Version Management

We shall be updating the software as per availability of regular releases of the SaaSApp or associated applications. The update schedule shall be notified to you in advance and a planned downtime estimated. This upgrade will be attempted to be completed within the given duration. If there is a failure in performing the upgrade the SaaSApp and associated softwares will be rolled back to previous functions

Version update is mandatory under the following conditions -

a)  At least once in 60 days, or

b)  If a fix is already released in higher version

 

Note: Version update may be blocked if there is an incompatibility with certain features or customizations done in your instance or version of the Platform. This update may then involve additional development costs and fees.

 

2.2.9 Security Management

l  SSL - All web connections to client instances are protected with SSL encryption

l  Physical Security - Servers are run in top tier Data Centers with complete physical access security controls

l  Passwords - Customer passwords are protected

l  Safe Systems - Our servers are running updated software with latest security patches, firewalls and intrusion counter-measures. We strive to apply the security remedies for any security bugs discovered, on all systems under its control, at the earliest possible time.

l  Isolation - Client data is isolated and it is not possible for one client to view another’s data