Primeleaf Consulting (hereinafter "the Service Provider") is the provider of the KRYSTAL DMS – Private Cloud (Hosted) Service ("the Service"), available as described at www.krystaldms.in ("the Site"). You, whether a natural or a legal person (hereinafter "You," also referred to by "Your"), are party to the KRYSTAL DMS – Private Cloud (Hosted) Service Level Agreement; this service level agreement ("SLA") is an addendum to the KRYSTAL DMS – End User License Agreement. The terms and conditions of the KRYSTAL DMS – End User License Agreement shall supersede the terms and conditions of this SLA.
Service Level
The Service Provider aims for high availability rates for the Service and produces statistical information about it. However, to provide high-quality service, the Service Provider must schedule maintenance timeslots, and the Service could be affected by maintenance operations. The following tasks affect the availability of the Service.
Monthly Maintenance
The Service Provider may carry out maintenance for servers on the third Sunday of the month, between 8 am and 2 pm IST on servers.
Additionally, automatic scheduled database optimization tasks are performed once a month. These tasks are started every Sunday and the starting time depends on the region:
- Servers in North America: 8 am – 10 am UTC
- Servers in India: 2pm – 4pm IST
Automatic database optimization tasks may affect the availability of the service. The Service Provider will not separately inform "You" about the aforementioned maintenance tasks or of the possible effects on availability at these times.
Additional Scheduled Maintenance
The Service Provider may schedule additional maintenance tasks.
The Service Provider will inform "You" about any additional maintenance tasks that may have an effect on the availability of the Service, no later than two days before performing the maintenance tasks in question.
Information will be sent by electronic mail to the address "You" have supplied to the Service Provider for this purpose. Please keep "Your" contact information up to date.
Priority
All support issues registered on the document management support email receives will be responded to, by a technical support team member, by no later than noon of the next business day. In the response it will be determined if the problem is related to the document management software or a 3rd party application and a Severity level will be established.
If the source of the problem is outside the control of the Service Provider, "You" will be advised accordingly and best efforts will be made to notify the party / parties responsible and cooperate with them to resolve such problem.
If the problem is within the control of the Service Provider then following responses are made:
- Level 1- Global severity: Technical e-mail communication will be initiated with the customer within 4 hours of severity determination. Continuous best efforts will be made to resolve the problem or until service is restored or until an interim remedy is implemented. The resolution objective is 1 business day.
- Level 2- User severity: The source e-mail communication will be initiated with the customer within 8 hours of severity determination. Best efforts to resolve the problem will be made with a resolution objective of 3 business days.
- Level 3- Non Critical severity. E-mail communication will be initiated with the customer within 16 hours of severity determination. Communication of the request will be made clear to the customers but resolution may wait until a future product release. If it is a product enhancement / future feature request the customer will be referred to Suggest a Feature .
Escalation Policy
If a customer feels the support response times are not being met or the problem is not being addressed, they may initiate direct contact with following.
| Designation | Contact Number | |
|---|---|---|
| support@krystaldms.in | Tech Support | +91 70210 40469 |
| gaurav.kubadia@primeleaf.in | Manager - Tech Support | +91 96996 16461 |
| prasanta.b@primeleaf.in | Head – Implementation & Projects | +91 99330 78295 |
| krystal@primeleaf.in | Director - Technology | +91 70210 40469 |
Plan Downgrades
KRYSTAL DMS - Cloud Plan downgrades are not admitted. In particular we do not admit the following downgrades:
- Reduction of the maximum number of user licenses
- Conversion of concurrent users into named users
- Reduction of the maximum storage
- Elimination of an optional component / add-on
- Whatever kind of reduction in the functionalities and/or working parameters
Plan Upgrades
Upgrades are always admitted. At any time it will be possible to increase any service parameters for instance adding more users or more total storage.
Regardless of the time remaining until the next billing, all the additional users / storage / add-ons will be paid in full at purchase time and will be included in the next billing.
Termination
Either party has right of terminating this Agreement, at anytime during the validity of this Agreement by giving a thirty (30) days prior written notice to Other Party
Either party may terminate this Agreement at any time if
- the Other Party breaches a material term of this Agreement and
- such breach is not cured within thirty (30) days following written notice thereof, from the non-breaching Party to the breaching Party.
GENERAL TERMS APPLICABLE TO SUPPORT
Web and e-mail support consists of:
- Ability to submit support requests via e-mail,
- Ability to submit support requests via the Support Center on the Internet, and
- Telephone support.
E-mail requests shall be submitted to the e-mail address designated by the Service Provider, and the Support Center is to be used in accordance with the instructions available on the Site.
Telephone support is only available during the Support Hours. If “You” have 24/7 support subscription, telephone support is always available.
All Level 1 and 2 support requests shall be submitted either via telephone or via the Support Center on the Internet. The response, fix and resolution times of the Level 1 and 2 support requests shall not apply if the request was submitted via regular email.
The Service Provider will make an effort, as commercially reasonable, to respond to a properly submitted request within the initial response times as defined above. In addition, users may be contacted by e-mail or telephone, to facilitate resolution of specific issues. The fix and workaround times apply only if the person that has submitted the support request can be contacted by e-mail or telephone without delay during the resolution phase.
If resolution cannot be reached within the target timeframe, the Service Provider will send a new estimated fix time. Such an estimate will be sent in cases where the request requires extensive research or escalation, as well as in other cases where the Service Provider finds it necessary.
The initial response will consist of:
- A suggested resolution to the problem;
- A request for more detailed information or clarification, which will enable the Service Provider to determine the appropriate course of action; or
- Notification of the estimated time for providing the user with further information, resolution, or a workaround, as appropriate.
The Service Provider shall accept and respond to requests from “You” concerning
- Installation, including installation of administration tools;
- Troubleshooting of a software program; and
- Cases where the software is not functioning as documented.
The support service covers only technical problems related to the system, and it is not provided for user help, user guidance, training, remote consulting, or business consulting. Usage guidance, training, remote consulting, and business consulting may be available for an additional fee as separately agreed between the parties.
The Service Provider will take commercially reasonable measures to resolve all requests submitted by users and to do so in a professional manner. All support requests submitted must be related solely to “Your” operations or “Your” users’ use of the software program covered by valid licenses and a valid support agreement. Support requests may be submitted in English or in another language specified by the Service Provider.
Security Statement
KRYSTAL DMS services are hosted by reputable contractors chosen carefully by PRIMELEAF Consulting (P) Ltd. These hosting contractors have planned security measures especially for hosting services and the contractors have security processes in place. Primeleaf (KRYSTAL DMS) programs run on multiple servers in various different locations.
PRIMELEAF contractors have organized physical security of the service by controlling access to data centers and by a planning a safeguard system for hardware in cases of accident such as power failure and events causing physical damages. The placing of servers and the data center in whole has been planned and implemented to meet or exceed the special needs of reliable and industry standard compliant data center. The measures to protect the hardware and reliability of access to the service are many and include carefully planned incident response systems.
All content / document stored on KRYSTAL DMS Server is encrypted. In addition, firewalls protect the communication and continuous development is carried out to block any unauthorized traffic. The ability to answer challenges related to security issues is of great importance to PRIMELEAF Consulting and to its contractors. The use of KRYSTAL DMS program as a service would not be possible without collection of information concerning use of the service which includes personal information. Personal information is collected, stored and processed in accordance with applicable laws and only to the extent necessary for the purpose of providing the services. Also statistic information can be collected and used by the service provider or its hosting contractor. The collected information is not transferred or sold without permission.
The technical setup, services provider’s rules of data processing and code of conduct for providing services enable high level of protection of information. However, it is necessary to have some people who can gain access to data and information in the systems. Persons with access to data are aware of confidential nature of data.