1. Agreement Overview

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between the buyer and Cloud Services provider.

The purpose of this agreement is to facilitate implementation of Cloud Measures at the buyer’s premises. The service provider would provide the required equipment and personnel for the mentioned shifts as per the requirements of the buyer.

This Agreement outlines the scope of work, Stakeholder’s obligation and general terms and conditions of all services covered as they are mutually understood by the stakeholders.

The Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.

1.1. Stakeholders

The four main stakeholders associated with this SLA are:

1) Service Provider(s)

2) Buyer

3) Paying Authority

4) Statutory/Compliance Authority

The responsibilities and obligations of the stakeholders have been outlined in this document. The document also encompasses payment terms and penalties in case of non-adherence to the defined terms and conditions. It is assumed that all stakeholders would have read and understood the same before signing the SLA.

Objective and Goals

The objective of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent delivery of service to buyer by service provider.

The goals of this Agreement are to:

• Provide clear reference to service ownership, accountability, roles and/or responsibilities.
• Present a clear, concise and measurable description of service provision to the customer.
• Establish Terms and Conditions for all the involved stakeholders.
• To ensure that both the parties understand the consequences in case of termination of services due to any of the stated reasons

The agreement can also be modified on the mutual agreement of all the involved stakeholders

Thus, the agreement will act as a reference document that both the parties have understood the aforementioned terms and conditions and have agreed to comply by the same.

3. Service Scope

Cloud service offerings for a combination of the Deployment Models (Public Cloud, Virtual Private Cloud and Government Community Cloud): Infrastructure as a Service (IaaS)

2.1. Special Terms and Conditions

Cloud service provider must comply to the requirements in the offerings of Infrastructure as a Service as mentioned by Meity:

• http://meity.gov.in/writereaddata/files/Guidelines-Service_Levels.pdf
• http://meity.gov.in/writereaddata/files/Guidelines-Contractual_Terms.pdf
• Should adhere to the ever evolving guidelines as specified by CERT-In http://www.cert-in.org.in/
• Should adhere to the relevant standards published (or to be published) by MeitY or any standards body setup / recognised by Government of India and notified to the Service Provider by MeitY as a mandatory standard.
• Service Provider shall also adhere to the relevant audit requirements as desired by users.
• All the price quotations (rates) are inclusive of GST.

The Service as a Minimum should include the following:-

2.1.2. Payment Terms

The payment will happen monthly, quarterly, or annually as selected in the Service Order.

The monitoring software would help monitor the actual hours of usage in the selected time period and the billing would be adjusted as per actual usage for that billing cycle.

The deviation of usage hours mentioned during purchasing the service and the actuals should be within 25%.

Eligibility Criterion for Service Provider is as mentioned by MeitY

2.1.3. SLA and Penalty

For the Departments to ensure that the Cloud Service Providers adhere to the Service Level Agreements, this section describes the Penalties which may be imposed on CSPs. In case these service levels cannot be achieved at service levels defined in the agreement, the departments should invoke the performance related penalties. Payments to the SP to be linked to the compliance with the SLA metrics laid down in the agreement.