“We”/”Us”/”Our”/”Mountwoods” means Mount Woods Studio Pvt. Ltd.,India and/or any of its subsidiaries and/ or affiliates involved in providing the Services.
“You”/”Your”/”Yourself”/”User”/”Customer” means the user of the Website and/or customer of the Services.
"Services" means any services offered by Mount Woods, on its Website including but not limited to application deployment, management and infrastructure management - commonly referred to as the ‘Mountwoods Platform’. Mount Woods Studio Pvt. Ltd. strives to provide a high quality service and backs it up with a comprehensive Service Level Agreement.
The compensations described in this SLA are your sole and exclusive compensations for the events covered by the SLA.
Mount Woods may make changes to the Service Level Agreement from time to time. When these changes are made, Mount Woods will make a new copy of the Service Level Agreement available at -
https://www.mountwoods.com/index.php/home/terms. Mount Woods will also notify You of any substantial changes on the email address provided by You during the registration process, and give You the opportunity to terminate. You understand and agree that if you use the Services after the date indicated in the said email , Mount Woods will treat your use as acceptance of the updated Service Level Agreement.
We will compensate our Customers in the event that our Service Standards are not met and provided the Customer(s) would have reported it through our Support Portal. Compensation will be done according to decision taken by higher authorities. You will receive a mail regarding the compensation (for the month in which the SLA was not met) for each service in which We fail to meet Our Service Standard levels. Collectively, these are referred to as SLA Credits. SLA Credits are based on our monitoring, may not exceed the total amount of Fees you have paid to us for the month in which we failed to meet the Service Standards set out in Clause 1, may not be aggregated, and will not be paid in cash.
Should we fail to meet the Service Standard goal as a result of scheduled outages, emergency maintenance or Force Majeure Events, the SLA Credit policy will not be applicable.
If the failure to meet the Service Standards is based on a non-standard environment, customer authored code or changes to the Service by parties other than Mount Woods PVT. Ltd., You will not be entitled to any SLA Credit.