"Kartha CIE LLC, hereinafter referred to as the "Contractor," attaches great importance to the stable operation and reliability of our platform https://www.kartha.com.mx as well as the server systems generally involved.
All services are automatically monitored by us, so our technicians can self-initiate action in the event of disruptions to quickly remedy errors.
In the case of individual, non-global disruptions within a user account that are reported to us by the client, we, of course, also ensure the quickest possible troubleshooting.
This Service Level Agreement (SLA) includes information on:
The Contractor guarantees the provision of all services on the Platform in accordance with this document. No liability is assumed for errors based on:
The Contractor guarantees an annual average **server service availability of 99.9%**. Should this guaranteed availability not be reached, the client is entitled to a gradual reduction:
| Scope (Availability) | Right to Reduction |
|---|---|
| < 99.9 % | 10 % |
| < 99.8 % | 20 % |
| < 99.5 % | 50 % |
| < 99.0 % | 100 % |
The percentage reduction applies to the monthly fees/charges. Fees for any additional services or individual services are not included. Scheduled maintenance for updates or security fixes does not count as downtime.
The Contractor will create **daily backups of all databases** for a period of up to five calendar days for the **free recovery** of client data in case of data loss caused by the Contractor.
In addition, the Contractor supports the client in case of data loss within the scope of services defined in the terms and conditions, and in particular checks the possibility of chargeable recovery of client data from a database backup. Prices for such restoration will be agreed upon with the client.
The Contractor also has the right to offer new clients packages that contain enhanced or different services compared to existing clients. A switch to a "new client" package of the same price is possible according to the conditions above.
A switch to a "new client" package of the same price is possible according to the conditions mentioned in the "Performance Adjustments" section.
The Service Level Agreement (SLA) was last updated on April 1, 2021.
