Last modified: Jul 14, 2023
This SLA is for the purpose of outlining the Service Level performance metrics of web-hosted offering provided under Rigour’s ‘Ekone Platform’ comprising of various Services listed in this document. This SLA shall not apply to any Services for which a separate service level agreement is explicitly set forth or for which the applicability of this SLA is explicitly excluded as per the terms of the Service agreement. The Ekone Platform services comprise of:
All capitalized terms used in this document will have the meanings given to them in the Agreement unless otherwise stated here:
"Downtime" means, if the Portal page is not operational on account of server-side errors.
"Ekone Platform Covered Services" means the service Portals listed in this document.
“Enterprise Customers” means Customers with whom Offline Services and License Agreement is entered into.
“Excused Downtime” means the instances and duration during which the Client has authorised for change implementation on account of which services will be rendered down.
“Impact” means the extent of deviation from the normal service level, in terms of the number of Users or business processes affected.
“Issue” means an unscheduled or unanticipated incident that adversely affects the delivery of the Services by Us to You.
"Monthly Uptime Percentage" means total number of minutes in a calendar month minus the number of minutes of Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month.
“Resolution” means that EVPL having resolved an Issue as per Support ticket raised
“Response” means EVPL’s response to Client raised Support ticket
“Schedule Maintenance or Scheduled Downtime” means that EVPL may perform scheduled maintenance activities from time to time which will be informed to Client with 24 hours advance intimation. Outages for the same will be not be considered in the Up-time.
“Services Request” means any request made to EVPL by Client for the purpose of resolution of any issue with regards to technical functioning of the Software solutions offered to Client by EVPL.
“Term of the SLA” means the duration for which the SLA shall be in force, which is as per the duration of the term of the Software License Agreement or any other Offline Software Licensing Agreement entered between EVPL and the Customer.
During the Term of the agreement under which EVPL has agreed to provide the Ekone Platform Services to Customer (as applicable, the "Agreement"), the (i) Ekone Platform Covered Services web interface will be operational and available to Customer (excluding the downtime caused by scheduled maintenance and planned updates which will be communicated well in advance).
EVPL will provide product support request as per the following severity of the customer support request.
|
Tickets |
Details |
Resolution Time |
|
L1 Tickets |
Issues that do not disrupt the functionality of Portal or can be fixed with a workaround in the product. |
2 Business Day |
|
L2 Tickets |
Services prevents Client from executing one or more critical business processes for a substantial number of Users |
24 hours |
|
L3 Tickets |
Critical issues where Services are unavailable for all Users |
Less than 8 hours |
The Client can raise a support ticket on the service portal by informing us on the nature of issue. By submitting a support request, you will be authorising EVPL Support team, to download or copy any data necessary for troubleshooting the reported issue. Service requests will be addressed by EVPL technical support team and closed as per the timelines mentioned above.
The client can also raise a support query on email at support@ekamr.com. Our Telephonic support helpdesk is available from 9:00am to 6:00 pm from Monday to Friday except Bank Holidays (Maharashtra, India).
EVPL uses commercially reasonable efforts to ensure the Services are available (i.e., accessible and usable) at the monthly guaranteed uptime as listed below. If EVPL fails to maintain the required Resolution timelines set forth in any given month for severity L2 and L3 tickets, EVPL shall credit an amount equal to the applicable credit days provided to Client in terms Days of Service added to the end of the Service term (applicable only for Enterprise customers) at no charge to Customer as per the metric set forth below. The Service Credits are not applicable in case of termination initiated by Client.
|
Monthly Uptime Percentage |
Credit days |
| 95.00% - 100% | 3 |
| 90.00% - 95.00% | 5 |
| < 90.0% | 15 |
The aggregate maximum number of Service Credits to be issued by EVPL to Customer for all Downtime that occurs in a single calendar month shall not exceed maximum credit days mentioned in the document. Service Credits cannot be exchanged for, or converted to, monetary amounts or transferrable to any other Client Account.
EVPL co-locates its production systems in Cloud based data centres designed to host mission-critical computer systems with redundant subsystems and compartmentalized security zones. These data centres are from reputed Cloud Service Providing companies which adhere to the strictest physical security measures under their respective SLAs. Data of Regulated Financial entities are managed and stored in India.
Ekone Portal Services listed in the document are multi-tenant SaaS application. Multi-tenancy feature enables multiple customers to share one physical instance but also logically isolating each customer tenant’s application data at the same time. EVPL accomplishes through assigning unique Account Id and Transaction specific ids at multiple levels. Every Account ID is associated with one tenant, which is then used to access the underlying Applications. The Ekone system maintains these links automatically and restricts access to every object, based on the Account ID and tenant authorisation. When a user requests data, the system automatically applies a tenancy filter to ensure that it retrieves only information corresponding to the User’s tenant
Encryption of Data at Rest (Database Security):
EVPL encrypts every attribute of Client data within the application before it is stored in the database. EVPL relies on the Advanced Encryption Standard (AES) algorithm to achieve this.
Encryption of Data in Transit (Network Security):
Users access Ekone Portal via the internet, protected by Transport Layer Security (TLS). This secures network traffic from passive eavesdropping, active tampering, and forgery of messages.
EVPL’s database backup policy requires database backups and transaction logs to be collected so that a database can be recovered with the loss of as few committed transactions as is commercially practicable. Primary Database backups are taken daily and transaction logs are kept for the same.
Clients who have access to Ekone Portal services create password and store these passwords only in the form of a secure hash, rather than the password itself. Unsuccessful login attempts as well as successful login/logout activity are logged for audit purposes. Inactive user sessions are automatically timed out after a specified time, which is customer-configurable by user. Customer-configurable password rules include length, complexity, and expiration.
Ekone Portal services are offered with enterprise SSO (Singe Sign On) and SLO (Single Log Out) environment. This allows for a seamless SSO experience between the customer’s internal identity and access management (IAM) solution within the various services under Ekone Portal
Ekone Portal provides and recommends that customers use multifactor authentication (MFA). Ekone portal allows customers to setup MFA using SMS based One Time password. End-user/customer’s receive a one-time passcode delivered via an SMS or Email gateway mechanism. Ekone Portal also supports User login challenge upon multiple login attempts.
EVPL uses public cloud services from Amazon Web Services (AWS) and Google Cloud Platform (GCP) and other top-tier Cloud providers for storing and processing data. Customer content is logically segregated from that of other customers. EVPL uses Virtual Private Cloud which is a logically isolated section within the Public cloud. All communication between end users to EVPL data centers and EVPL AWS/GCP VPC services is encrypted at the transport layer. EVPL uses the TLS protocol to encrypt all the traffic with secure ciphers only.
The Ekone Portal Service application provides feature for User role-based policy measures and authorization. Multiple Custom User roles are pre-built and the Client Organisation Root User (Admin) can select the Role type that is to be assigned to different Users. The admin can decide the level of authority and permissions as per the custom-built roles and assign these roles to the Users.
Key data changes within the Application carried out by the Client and Client provided access to multiple users are logged and audit logs are provided within the Application. Logs are intrinsic part of change log and such logs are maintained for critical data changes carried out by Users.
EVPL has BCDR solutions that are designed to enable fast restores that minimize business downtime. To achieve this, EVPL uses multiple snapshot and virtualization technologies to create and store backups of database in the cloud. In the event of a primary server failure or other outage, EVPL deploys methodologies to minimise downtime and restore the business operations of the Client. The SLA for Recovery time is as per the SLA timelines mentioned in the document.
The SLA does not apply to (i) any services or features that are not part of this SLA or inherently part of the Product offering (refer Product feature list ) or any other Services for which separate SLA is executed with the Client (ii) any Third-party API integrations embedded as part of the Service offering and consumed by the Client through our Portal (iii) or any performance issues: (a) caused by factors described in the "Force Majeure" section of the Software License Agreement; or (b) that resulted from Customer's equipment (c) any change request made by Client that is under implementation. (d) heavy data ingestion efforts made by Client-side Users beyond the intended purpose for which it is granted for (e) recursive or malicious code injections or actions performed by Client-side actors.