General Service Level Agreement

1. Glossary

This glossary provides definitions for terms used throughout this Service Level Agreement (SLA). It is intended to clarify the language and concepts used in this document to ensure mutual understanding between the parties involved. 

Table 1. Glossary list 

Terms	Definition
Service Operations Center (SOC)	a centralized unit within Datasur that monitors and manages the quality and availability of its IT services and infrastructure. It focuses on ensuring that IT services are delivered effectively and efficiently, meeting predefined service levels and objectives.
Office hours	Monday 8:00 AM to Friday 4:00 PM SRT. Service Operations Center available 24/7.
Monitoring	The availability of Datasur’s systems is monitored automatically by means of a monitoring system. Connectivity within the datacenter and via the internet is also monitored and measured.
Maintenance Moment	A predetermined standard moment at which Datasur can perform planned maintenance work on its systems. Availability outages are possible during scheduled maintenance. If this is the case, this drop-out does not count as DT and is therefore also deducted from the MBH.
Response time	The time interval between the receipt of a message by the SOC team and their first acknowledgment, confirming the message has been received in good order and is being processed.

This Service Level Agreement (SLA) relating to Datasur’s services outlines the expectations of the customer and the performance benchmarks to be delivered by Datasur. By utilizing the services, the customer implicitly consents to abide by the terms and conditions delineated in this SLA. This SLA is not applicable to customers having a Standard, Premium and Custom SLA with Datasur. 

2. SLA overview 

The SLA serves the purpose of defining the customer’s expectations and the performance standards to be delivered. It outlines the specific metrics or indicators used to measure these service levels and the remedies available to the customer if the agreed-upon service levels are not met. It’s important to note that the remedies for failing to meet the described service levels are exclusively those specified in this document and are subject to the limitations outlined herein. 

3. Responsibilities 

In order to provide unambiguous insight into the tasks and responsibilities of both the customer and Datasur, the responsibilities of both parties that apply in the context of this SLA are described here. 

Responsibilities Datasur: 

Datasur is responsible for: 

1. The delivery of the agreed services as described in this SLA.  

2. Periodic performance checks, performance reports and audits. 

3. Solicited and unsolicited advice on optimizing current or future IT services. 

4. Informing the customer in a timely and correct manner regarding service interruptions and maintenance work. These announcements are communicated through the ISP portal.  

5. Providing, managing, and keeping up to date in a secure and stable IT environment. 

Responsibilities Customer: 

The customer is responsible for:  

1. Internal communication to and from its organization. 

2. Updating and maintaining the level of knowledge of (new) users in the correct use of the service; 

3. Informing Datasur in a timely manner about developments that may affect the services that Datasur manages.

4. General information of Services  

It is important that parties have insight into the services which are part of this SLA. This paragraph therefore describes these services. Please keep in mind that these services are not applicable to all customers, but are contingent on the specific service rendered, which could include: 

• Connectivity (Dataconnection; Local Loop, Internetconnection): Connectivity services enable seamless communication, data transfer, and internet access, supporting remote work, IoT devices, and secure business operations. 

• Colocation: Our datacenters offer dual-powered IT equipment, multiple independent distribution paths, UPS, backup, HVAC systems, redundant wired and wireless connectivity, unparalleled security with 24/7 surveillance, and fire-resistant features, all in affordable, scalable spaces.  

• ISP Services (Webhosting, SSL-certificates, Webhosting en Web development, E-mail hosting.  

• Storage solution; MyBox: Datasur’s file sharing service “MyBox” is a secure option that allows you to store your data in the Datasur Cloud. MyBox works in a very simple and user-friendly way.   

• Service Operations Center (SOC) services: 24/7 Monitoring and Support.  

• Security-services: Services falling under Datasur’s SecAAS offerings are divided into two categories: IT-Security Governance and IT-Security Technical. IT-Security Governance involves the strategic and operational setup of IT security through the creation of policies and processes related to IT security. IT-Security Technical pertains to the technical implementation of security policies concerning network, applications, and infrastructure. 

• Cloud solutions: VPS, dedicated cloud environments 

• Backup Solutions: Veeam Backup 

• M365 Services  

• Consultancy

5. Service and Support availability 

Our datacenter, equipped with state-of-the-art infrastructure, ensures 24/7 service and support availability. With dual-powered IT equipment, multiple distribution paths, and advanced security systems, we offer unparalleled reliability. Our SOC team is always on hand to provide immediate assistance, ensuring optimal performance and minimal downtime for your operations. 

The nature of the malfunction determines the priority with which the malfunction is picked up and handled. Only disruptions to the network or to Datasur’s systems itself will be picked up and handled with priority over customer-critical reports.  

Table 2. Overview Service Level 

Priority	Response time	Impact	Repair time	Description
Low	2-4 hrs (Office hrs)	Low	Best effort	General technical questions and/or requests. Incident is limited to 1 employee.
Medium	2-4 hrs (Office hrs)	Medium	Best effort	In case of errors and/or warnings if technical support is required. Incident has consequences for several employees, no direct impact on the business.
High	1-2 hrs (Office hrs)	High	Best effort	When total system recovery is necessary. Incident results in multiple employees being unable to work, has a direct impact on the business.
Remark	The counter starts running as soon as the malfunction is registered in the ticketing system of Datasur.
Availability of services	99.50%
Support	24/7 Availability through our ticketing portal https://isp.datasur.sr/.

6. Maintenance 

General maintenance work will take place at a fixed time on the third and forth Saturday of the month from 10 p.m. to Sunday 4 a.m. SRT. Notifications of scheduled maintenance will be provided to customers a minimum of 24 hours in advance. In the event of unforeseen or urgent maintenance, customers will be promptly informed at the earliest opportunity.

7. Guarenteed Availability 

Based on the availability of 99.50% of the services in this Service Level Agreement, Datasur guarantees the following periods of availability: 

• Daily: 23h 52m 48s 

• Weekly: 6d 23h 9m 36s 

• Monthly: 29d 20h 22m 39s 

• Quarterly: 89d 13h 7m 57.8s 

• Yearly: 362d 4h 31m 51.2s 

8. General Availability   

The cloud environment from which Datasur’s services are delivered to the customer is part of a network consisting of servers, core routers and switches in a redundant arrangement. Redundancy ensures that in the event of a failure on one of the servers, switches or routers, the service is continued on or through another unit that is already on standby. 

Availability of these services is dependent on the following components: 

• Availability datacenter: This regards the availability of the power supply, air conditioning and security. 

• General network availability: This defines the availability and performance of the connection to the Internet. 

• Availability servers: Defines the availability of servers. 

• SLA: The SLA defines how and within what period disruptions to the service are handled and relate to services that are managed by Datasur.

 

9. Availability Datacenters  

Datasur’s datacenters (Primary and Disaster Recovery site) are equipped with a reliable infrastructure that guarantees continuity of service. The facilities have fire-resistant walls and follow best practices for fire detection and fire-fighting systems, including VESDA. The power supply is guaranteed by using a UPS system, protected voltage connections on each rack and a diesel generators. The air conditioning is redundant. 

Table 3. Availability of the Datacenter 

Power supply availability	99,50%
Air conditioning availability	99,50%
Temperature	23 – 27 graden Celcius
Humidity	40 – 70%

The datacenters are secured both physically and electronically with a closed video circuit (CCTV), alarm system, and electronic badges. An advanced fire detection and extinguishing system is in place to ensure rapid response to any fire incidents. Surveillance is conducted continuously, both during and outside office hours, to maintain a high level of security at all times. Additionally, the datacenter holds the ISO 27001 certification, which demonstrates its commitment to information security management, and ISO 22301 certification, which underscores its business continuity management system. Datasur is also classified as a Tier 2 datacenter, indicating it offers a good level of redundancy and reliability, with multiple power and cooling paths to ensure continuous operation. 

10. Reporting 

Malfunctions or disruptions in the provision of Datasur’s services can be reported as follows: 

• Directly in the ticketing system via the customer portal. 

• If, due to circumstances, registration via the customer portal is not possible, you can send an e-mail to the e-mail address: [email protected]. 

• If registration via the portal or e-mail is not possible, the malfunction can also be reported by telephone on this telephone number: 00 597-420909. 

The error message contains at least the following information: 

• Type of service rendered. 

• The name of the customer. 

• The contact details of the person reporting the malfunction. 

• A clear description of the malfunction and any instructions to Datasur.

11. Service and support divergence 

The remedies specified in the SLA do not apply in cases where infractions are attributable to: 

1. Factors beyond Datasur’s reasonable control, including any Force Majeure event. Examples of force majeure include failure due to force majeure at the telecom provider, errors in third-party software and applications and/or processes started/installed on the server by the customer. 

2. Actions or inactions of the Customer, its agents, employees, servants, contractors, licensees, invitees, or visitors, including SDCS employees when performing specific tasks requested by the Customer. 

3. Scheduled Datasur’s maintenance events where the Customer received at least a 24-hour notice. No guarantee or remedy will be extended for failures determined to be attributable to Force Majeure events as defined in clause a, section 1.  

4. Fault determination and identification of failures to meet the obligations outlined in this SLA will be at the sole discretion of Datasur. Datasur’s determinations on these matters will be considered final and binding on both parties.  

12. Payment Terms & conditions 

1. Payments can be made in both United States Dollars (USD) and Surinamese Dollars (SRD), with the applicable exchange rate as determined by Datasur being stated on each invoice. 

2. The fees due for services shall be invoiced in accordance with the agreed-upon terms. Payments shall be made in accordance with these terms. 

3. Invoices must be paid by the customer within the payment term stated on the invoice. If no payment term is stated on the invoice, a payment term of fourteen (14) days after the invoice date shall apply. 

4. If the customer believes that an invoice is incorrect, the customer must submit their objections to Datasur in writing before the end of the payment term. The portion of the invoice to which no objection is made shall remain due and payable. Payment of that portion may not be suspended. 

5. The customer is responsible for all reasonable costs incurred in collecting any outstanding amounts due to their failure to meet their obligations. 
6. If the customer fails to pay the amount due as agreed in the Agreement within: 

• Thirty (30) days after the payment term, Datasur shall be entitled to suspend the agreed-upon Services until full payment has been received. 

• Sixty (60) days after the payment term, Datasur shall be entitled to terminate the Agreement. Collection costs, bailiff’s costs, agency costs, transportation costs, and other costs arising from the collection of the outstanding amounts shall be borne by the customer. 

7. The (financial) administration of Datasur shall constitute full proof against the customer, subject to any counter-evidence provided by the customer.