Service Level Agreement

Overview

This Service Level Agreement (this "Agreement" or this "SLA") is made by and between CodeBihar Technologies Private Limited ("Pie.host", the "Supplier"), a company organized and existing in Patna, Bihar, India, and its customers (the "Customer"). This SLA applies to the Services the Customer has subscribed to and sets out the uptime commitment, service credits, and related terms that apply in addition to the Terms and Conditions.

Definitions

• "Services" means the Pie.host products the Customer has an active subscription for, including PieSocket, PieApp, PieDB, PieBox, PieMail, PieMongo, PieGres, PieCache, PieBucket, and PieMonitor.
• "Monthly Uptime Percentage" means the total number of minutes in a calendar month minus the number of minutes of Downtime, divided by the total number of minutes in that month.
• "Downtime" means any period during which the Services are unavailable to the Customer, excluding the Exclusions described below.
• "Service Credit" means the percentage of monthly fees credited to the Customer's account for a verified failure to meet the Monthly Uptime Percentage commitment.

Service levels

The Supplier will provide the Services to meet or exceed the Monthly Uptime Percentage above for each Service Level Performance Criterion. Failure to meet a Service Level entitles the Customer to the Service Credits described in this Agreement.

Service credits

A Service Credit is a price adjustment reflecting the value of lost service caused by a failure to meet a Service Level; it is not a penalty. Service Credits are issued as account credit applied to a future invoice and are the Customer's exclusive financial remedy for a failure to meet a Service Level, other than the Customer's termination rights under the Terms and Conditions.

Claiming a credit

To request a Service Credit, the Customer must submit a support ticket from their account dashboard within 30 days of the end of the Service Period in which the Downtime occurred, including the dates and times of the incident. We will verify the claim against our internal monitoring records and apply any credit due within one billing cycle of approval.

The total Service Credits issued to a Customer for any single calendar month will not exceed 30% of the fees paid by the Customer for the affected Service for that month.

Exclusions

Downtime does not include unavailability caused by:

• Scheduled maintenance, announced at least 24 hours in advance;
• Factors outside our reasonable control, including force majeure events, acts of government, or failures of third-party networks or services we do not control;
• The Customer's equipment, software, configuration, or network connectivity, or that of any third party acting on the Customer's behalf;
• Suspension of the Services due to the Customer's breach of the Terms and Conditions; or
• Use of the Services on a free, trial, or beta plan not covered by a paid subscription.

Performance monitoring

The Supplier implements measurement and monitoring tools sufficient to verify compliance with the Service Levels. The Supplier will notify the Customer in writing if the Supplier's performance is failing, or is likely to fail, to meet a Service Level.

Objectives

The objectives of the Service Levels and Service Credits are to:

• Ensure the Services are consistently reliable and meet the Customer's requirements;
• Provide a mechanism for the Customer to obtain meaningful recognition of a failure to deliver the contracted level of service; and
• Incentivize the Supplier to promptly remedy any failure to comply with the Service Levels.

Term

This Agreement applies for as long as the Customer maintains an active paid subscription to the Services and may be updated by the Supplier from time to time, with the current version always available at this URL.

Contact us

Questions about this Agreement can be sent to hello@piehost.com or:

CodeBihar Technologies Private Limited
Sonu Market, Gola Road
Patna, Bihar 801503, India

Tulip Chowk, Sector 69
Gurugram, Haryana 122101, India