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It details proactive monitoring using periodic monitoring transactions, the structure of a monitoring set, and the impact of scheduled maintenance and exclusions. It also outlines 24/7 support scope, designated contacts, event classification, and limits on responsibility for customer systems.",{"@graph":63,"@context":119},[64,80,102],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":41,"@type":70,"position":76},"https://docshare.wps.com/template/letters/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/inet-standard-service-level-agreement-template-2025/239630/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/inet-standard-service-level-agreement-template-2025/239630.png","ImageObject",442,249,{"name":88,"@type":89},"Jiven","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/pdf","2026-10-18","2026-09-11",true,{"@type":98,"interactionType":99,"userInteractionCount":101},"InteractionCounter",{"@type":100},"ViewAction",13,{"@type":103,"mainEntity":104},"FAQPage",[105,111,115],{"name":106,"@type":107,"acceptedAnswer":108},"What is the guaranteed service availability under this SLA?","Question",{"text":109,"@type":110},"Company guarantees service availability of 99% over each monthly service period during the hosted service term.","Answer",{"name":112,"@type":107,"acceptedAnswer":113},"How does the SLA define a service outage?",{"text":114,"@type":110},"A service outage occurs when the hosted service fails to be available to the customer or authorized users and also fails to fulfill a monitoring set, unless the failure is outside the company’s service obligation.",{"name":116,"@type":107,"acceptedAnswer":117},"What are scheduled maintenance and how do they affect service level guarantees?",{"text":118,"@type":110},"Scheduled maintenance includes hardware/software upgrades and capacity increases for a three-hour window mutually agreed by the parties. An outage during scheduled maintenance may degrade service quality, but an outage related to scheduled maintenance is not counted as a service outage for service level guarantee failures.","https://schema.org",{"og:url":78,"og:type":121,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":123,"canonical":78},"index,follow",{"doc_id":125,"site_id":56},239630,1790351459,{"code":4,"msg":5,"data":128},{"doc_id":125,"user_id":129,"nickname":88,"user_avatar":130,"doc_module":9,"category_id":40,"category_name":41,"doc_title":59,"doc_description":61,"doc_content":131,"file_id":132,"file_url":133,"file_type":134,"file_size":135,"view_count":101,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":79,"language":136,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":137,"faqs":138,"seo_title":139,"seo_description":61,"update_tm":140,"read_time":73},1099513958607,"https://ap-avatar.wpscdn.com/avatar/100002390cf8733938c?x-image-process=image/resize,m_fixed,w_180,h_180&k=1778829742770036399","Software Service Level Agreement  \nCompany is providing these service level terms (“SLA”) under the Agreement. This SLA is subject to the terms and conditions of, and limited by, the Agreement and in the event ofa conflict, the terms and conditions of the Agreement will govern.  \n1.  Service Level Availability Guarantee:  \na. During the period of time that Company makes the Hosted Service available to Customer pursuant to the Agreement, Company guarantees Service Availability of 99% over each monthly service period.  \nb. “Service Availability” means the Hosted Service is available to Customer or fulfills Monitoring Sets (as described in the section “Monitoring” below) . A “Service Outage” occurs when the Hosted Service fails to be available to Customer or its Authorized Users and also fails to fulfill a Monitoring Set, unless such a failure is due to a factor outside Company’s service obligation.  \n2.  Service Availability Monitoring. The following is for Customer’s information:  \na.  Monitoring. Company proactively monitors the Hosted Service’s Service Availability. The methods that Company uses to perform such activities may change from time to time as determined by Company. As of the Effective Date, Company anticipates that its proactive monitoring will include using an external electronic client (agent) to systematically execute periodic requests (each, a“Monitoring Transaction”) for response from the Company-specified URL that represents the Hosted Service provided to Customer. Initially, such Monitoring Transaction will be in the form of an [HTTP Get](HTTP Get), executing on five-minute intervals from a minimum of two Company Performance Command Centers. Upon execution of the Monitoring Transaction, all resources required to deliver the Hosted Service will be exercised in order to achieve a valid response (i.e. network connectivity, name resolution, load balancing, [HTTP servers](HTTP servers), application servers and database servers).  \nb.  Failing to Fulfill a Monitoring Set.  \ni. A “Monitoring Set” is three (3) consecutive Monitoring Transactions.  \nii. A failure to fulfill a Monitoring Set is a failure of each Monitoring Transaction within the Monitoring Set to return a valid response within 60 seconds.  \n3.  Scheduled Maintenance. The following is for Customer’s information:  \na. “Scheduled Maintenance” means: (i) upgrades of hardware or software, (ii) upgrades to increase capacity, and (iii) other activity to maintain or improve the systems supporting the Hosted Service. Unless otherwise specified in advance by Company, Scheduled Maintenance will be undertaken fora three-hour (3) period at a time mutually agreed upon by the Parties.  \nb. Scheduled Maintenance while being conducted may degrade the quality of the Hosted Service and may include a Service Outage; provided, however, that an outage related to Scheduled Maintenance is not a Service Outage that is otherwise taken into account in determining failure to meet any Service Level Guarantee.  \n4.  Exclusions and Exceptions.  \na. The Service Level Guarantees do not apply to the following circumstances:  \ni. when traffic to the Hosted Service exceeds the average Customer traffic levels based on rolling daily and monthly usage patterns; or  \nii. the performance of Internet networks controlled by other companies or traffic exchange points (including NAPs and MAEs) that are controlled by other companies; or  \niii. any technology, data or content (including any Submitted Data) which are either supplied by Customer to Company for inclusion in the Hosted Service, or are supplied by third parties or are made to interface with the Hosted Service through Customer’s third party arrangements or business relationships; or  \niv. any connections (including but not limited to browsers, modems, telecom lines, or other communication software, devices or channels) of any user, including Customer, which are not Company-managed; or  \nv. where the Hosted Service is unavailable or dela","cbCainRjN138CL4m","https://ap.wps.com/l/cbCainRjN138CL4m","pdf",144066,"English","# Service Level Availability Guarantee\n# Service Availability Monitoring\n## Monitoring\n## Failing to Fulfill a Monitoring Set\n# Scheduled Maintenance\n# Exclusions and Exceptions\n# Support Policy\n## Provision of Support\n## Class of Events","[{\"question\":\"What is the guaranteed service availability under this SLA?\",\"answer\":\"Company guarantees service availability of 99% over each monthly service period during the hosted service term.\"},{\"question\":\"How does the SLA define a service outage?\",\"answer\":\"A service outage occurs when the hosted service fails to be available to the customer or authorized users and also fails to fulfill a monitoring set, unless the failure is outside the company’s service obligation.\"},{\"question\":\"What are scheduled maintenance and how do they affect service level guarantees?\",\"answer\":\"Scheduled maintenance includes hardware/software upgrades and capacity increases for a three-hour window mutually agreed by the parties. An outage during scheduled maintenance may degrade service quality, but an outage related to scheduled maintenance is not counted as a service outage for service level guarantee failures.\"}]","iNET-Standard-Service-Level-Agreement-Template-2025 | PDF",1789151124]