Service Level Agreement (SLA)
This Service Level Agreement (SLA) is made and entered into as of 21 July 2023 by and between Bhumi Itech Private Limited, referred to as the “OEM,” and End User, referred to as the “Customer.” This agreement outlines the terms and conditions for the provision and use of the B to C Educational Software along with the course content.
The purpose of this SLA is to establish clear service level expectations for the B to C Educational Software and course content provided by Bhumi Itech Private Limited to the Customer. It defines the responsibilities of both parties to ensure the smooth delivery, availability, and support of the software and course content.
The scope of this SLA covers the following aspects:
Access to the course content.
Technical support and maintenance of the software.
Availability and performance expectations.
3. B to C Educational Software and Course Content
Bhumi Itech Private Limited shall provide the Customer access to the B to C Educational Software along with the relevant course content as described in the agreed-upon contract or purchase agreement.
4. Software Delivery
Bhumi Itech Private Limited shall use reasonable efforts to ensure the timely delivery of the course content as specified in the agreed-upon contract or purchase agreement.
5. Access and Security
The Customer will be provided with unique login credentials for accessing the B to C Educational Software and course content. The Customer is responsible for maintaining the security and confidentiality of these credentials.
6. Technical Support
Bhumi Itech Private Limited shall provide technical support for the B to C Educational Software to ensure uninterrupted access and usability. The technical support shall be available 24×7.
7. Maintenance and Updates
Bhumi Itech Private Limited will conduct regular maintenance and updates to the B to C Educational Software to ensure its optimal performance and security. Scheduled maintenance activities shall be communicated to the Customer in advance.
8. Availability and Uptime
Bhumi Itech Private Limited shall make commercially reasonable efforts to ensure the B to C Educational Software’s availability for [specify uptime percentage, e.g., 99.9%] during each calendar month. Downtime resulting from scheduled maintenance or circumstances beyond the reasonable control of Bhumi Itech Private Limited shall not be included in the calculation of uptime.
9. Service Level Credits
In the event that the B to C Educational Software fails to meet the specified uptime percentage in any calendar month, the Customer shall be eligible for service level credits as defined in the agreed-upon contract or purchase agreement.
10. Intellectual Property Rights
The B to C Educational Software and course content provided by Bhumi Itech Private Limited shall remain the intellectual property of Bhumi Itech Private Limited, and the Customer shall not acquire any ownership rights to the software or content.
Both parties agree to treat all confidential information exchanged during the course of this agreement in strict confidence and not to disclose it to third parties without prior written consent.
12. Term and Termination
This SLA shall remain in effect for the duration specified in the agreed-upon contract or purchase agreement. Either party may terminate this agreement in the event of a material breach by the other party, with prior written notice.
13. Governing Law
This Service Level Agreement shall be governed by and construed in accordance with the laws of the Delhi, India without regard to its conflict of laws principles.
IN WITNESS WHEREOF, the parties hereto have executed this Service Level Agreement as of the date first above written.