Terms of Service

• SaaS means Software as a Service, it is cloud-hosted, ready-to-use application software designed to manage, maintain, update, and upgrade solutions by the Service provider.

• Service Availability means when the customer has unrestricted access to the SaaS Service.

• Change Request (CR) means, a formal proposal for an alteration to existing feature or addition of new feature.

• Business Days means Saturday to Thursday excluding Government holiday.

• Business Hours means from 9:00 AM to 7:00 PM.

• Maintenance Time means the time period during which the SaaS Service may not be available during routine maintenance.

• Downtime means the system will not be accessible in the period of update and upgrade.

This Service Level Agreement (SLA) documents the agreed provision of SaaS Service and support by the Data Insight Solutions Limited to the user in the agreed standards. The basic objectives of this SLA are as follows:

• Provide clear reference to service ownership, accountability, roles and/or responsibilities

• Present a clear, concise and measurable description of service provisions.

• Define service availability and security considerations.

• A process for gauging service effectiveness.

• Define service procedures and support priority.

• Target response times for support calls.

• Define the Cost of services.

• Duration of Contract Period.

• Provide a cloud based software application platform to the user.

• Manage, maintain, update, and upgrade this cloud platform whenever appropriate.

• Provide Training and Workshop program as defined in Chapter 7.

• Provide system and security updates when available.

• Planned maintenance as defined in Chapter 8.

• Confirm system uptime on Operation Time.

• Support service as defined in chapter 6.

• Fix the application bug reported by the user.

• Responsible for paying to the Data Insight Solutions Limited for using our cloud platform as a Service (SaaS).

• Shall be responsible to add/update/manage data, confirm the quality and accuracy of data, and shall be liable for any erroneous data added in the system.

• Shall share system credentials to trusted employees of related organizations only and committed to maintain confidentiality of software credentials.

• Report bugs and request support to the Support Helpdesk as defined in Chapter.

• Use an updated version of Firefox and Chrome in the licensed operating system.

Our user shall:

• Have at least one senior technical resource.

• Be capable to independently manage internal LAN, internet, antivirus, computer, browser compatibility, and internal IT services.

• Shall take stable internet connection with adequate bandwidth, computer, printer, scanner and any other equipment needed for their own business operation.

• Shall hire experienced data-entry operator(s) to add/update/manage completeness of data.

• Any Change Requests (CR) and/or service/support that is beyond the scope of this agreement, and shall be considered as a value-added-service.

The Data Insight Solutions Limited shall not be liable to credit reimbursement for service impact to data centers and disaster recovery side due to natural disasters and/or national impacts.

Data Insight Solutions Limited shall offer a workshop of three (03) days for comprehensive training on our software application platform. Before the workshop, material details shall be provided to the participants. Additional days of training might be considered as a value-added service.

Data Insight Solutions Limited may need days of down-time for major system upgrade and/or maintenance purposes. In case of a day-long down-time, Data Insight Solutions Limited shall inform the user through email and phone call to fix the date. Planned maintenance shall be done with proper precaution of software components, Data, links, hardware and network equipment.

a. Data Insight Solutions Limited is the owner of the cloud software application platform with its related software components, necessary hardware, servers, storage, network equipment, middleware, application software, data link, and the related software solutions.

b. By using this software application platform user will be the owner of Data and uploaded static contents.

In short, Data Insight Solutions Limited is the owner of the system and the user is the owner of data and the system.

a. Compliance:
User is solely responsible for their data added in their platform and comply with any legal obligations.

b. Restrictions:
User will not allow third-party to use this SaaS platform without written approval from Data Insight Solutions Limited.

This platform is designed to automate the Business, which is common for all. User shall reserve the right for any personalized Change Requests (CR) of their platform to Data Insight Solutions Limited.

Any Party may terminate this Agreement at least 30 (thirty) days prior written notice to the other Party without showing any valid reason in writing.

a. All conditions of Force Majeure, i.e., like fire, flood, theft, power failure in the building, fiber cut, thundering and any Act of God, etc. which are beyond the control of either Service Provider, then in such case, the responsibility and accountability of both parties shall be released from their obligations.

b. Country conditions/situations control beyond us e.g. strike, unavailability of means of communication, then in such cases also, the responsibility and accountability of both parties shall be released from their obligations.

a. The Parties are responsible to use the SaaS platform lawfully and shall be liable for any misuse of the system or activities.

b. The validity, interpretation and performance of this Service Level Agreement shall be governed by the laws of Bangladesh