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SAFENTRIX ENTERPRISE EDITION SERVICE LEVEL GUARANTY


SAFENTRIX Enterprise Edition Service provides the following Service guarantees. These guarantees are not applicable for users of SAFENTRIX Standard Edition.

NETWORK

SAFENTRIX has two different independent Network Infrastructure. The Email Network processes incoming emails, scans and forwards/blocks them. The Control panel infrastructure allows SAFENTRIX users to add domains/users and perform various operations on these.

We guarantee that our Email infrastructure network will be available 100% of the time in any given monthly billing period.

Email infrastructure is deemed to be non-available if any sender gets a bounce message from SAFENTRIX servers with the following exclusions:

  • SAFENTRIX classified message as SPAM
  • SAFENTRIX had blacklisted the sender IP
  • SAFENTRIX Could not deliver the email due to problems with the Delivery MX of recipient domain
  • Problems in Sender's email server, including but not limited to non-adherence of SMTP protocol as specified by relevant RFC and connectivity issues at Sender email server
  • Improper Implementation of SAFENTRIX by user
  • Scheduled maintenance
  • Problem in DNS infrastructure of recipient/sender domains

We guarantee that our Control panel Network will be available 99% of the time in any given monthly billing period, excluding scheduled maintenance.

Scheduled maintenance is maintenance whose window does not exceed a cumulative amount of 60 minutes per month and which is informed to users at least 5 business days in advance.

VIRUS PROTECTION

SAFENTRIX guarantees 100% protection against existing Viruses. For new viruses, SAFENTRIX guarantees 100% protection within 1 hour of first sample hitting SAFENTRIX Servers.

SPAM PROTECTION

While SAFENTRIX strives to keep 99%+ SPAM protection, due to the vagaries in definition of SPAM, no credits are given in terms of reception of SPAM. You may report SPAM as per the process described in Report SPAM instructions and SAFENTRIX will take steps to duly note and block the same in future.

CREDITS

If we fail to meet a guaranty stated above, you will be eligible for a credit. SAFENTRIX will compensate the client by adding the following credit to the account's cash balance. These may be used towards future services.

  Email Availability Percentage     Compensation Credit  
100% None
Less than 100% 100% of Monthly charge for the user calculated in INR.

  Control Panel Availability Percentage     Compensation Credit  
99% - 100% None
Less than 99% 100% of Monthly charge for the user calculated in INR.

  Number of Existing Viruses that come through SAFENTRIX/Number of new viruses that come through SAFENTRIX after 1 hour of first sample hitting SAFENTRIX Servers     Compensation Credit  
0 None
>=1 100% of Monthly charge for the user calculated in INR.

LIMITATIONS

You are not entitled to a credit if you are in breach of your Terms of services agreement with Carizen Software (P) Ltd. (including your payment obligations to us) until you have cured the breach. You are not entitled to a credit if downtime would not have occurred but for your breach of your agreement with Carizen Software (P) Ltd. or your misuse of SAFENTRIX services.

CLAIM PROCEDURE

To receive a credit, you must contact your SAFENTRIX Account team within Twenty Five (25) days following the date of email.

In case of Network unavailability, you can send an email to slacredits@safentrix.com with following details:

  1. From address of email
  2. To address of email
  3. Headers of the email
  4. Full bounce message including email headers
  5. Approximate time of email

In case of an old Virus coming through the Email, you can send an email to slacredits@safentrix.com with following details:

  1. Full email (including headers) that contain the Virus
  2. To address of email
  3. Approximate time of email

This Service Level Guaranty is your sole and exclusive remedy for SAFENTRIX unavailability.

SAFENTRIX Accounts Team will review the claim and if a breach is confirmed, will credit your account with the compensation credits. These credits can be used towards future SAFENTRIX Services.

SAFENTRIX Accounts Team strives to process credit claims within 5 business days. If no decision is made by SAFENTRIX team within 60 days of reporting, you will receive an automatic credit for the user.

Notwithstanding anything in this Service Level Guaranty to the contrary, the maximum total credit for the monthly billing period, including all guarantees, shall not exceed 100% of your fee for that month. Credits that would be available but for this limitation will not be carried forward to future billing periods.

This Service Level Guaranty is part of your Agreement with Carizen Software (P) Ltd. along with Terms of Service, and is subject to the terms and conditions stated in those documents.