1. The Agreement 

The Parties 

Zettagrid and the Customer (an entity subscribing to Zettagrid cloud services) agree that by accessing Zettagrid cloud services, you ("The Customer", "you", "your") accept the terms and conditions in the Standard Form of Agreement.

What is a Service Description? 

The Zettagrid Service Description details specific terms for each Zettagrid offering. It forms part of our Standard Form of Agreement (SFOA), which includes:

• General Terms and Conditions

• Service Descriptions 

• Website Pricing Schedule or Executed Zettagrid Proposal 

2. Service Description 

What is an Appliance? 

An appliance is a preconfigured virtual server delivered as a virtual image from a specific software vendor, designed to perform a specific function. Examples include a CRM, wiki, firewall, or load balancer.

It comes with a preconfigured set of virtual resources (CPU, RAM, and storage).

You can purchase one or more appliances and operate them in a virtual data centre or as standalone virtual servers.

Support

Zettagrid expects customers or integration partners to have experience or certification to support the Appliance purchased from Zettagrid.

Backup and restoration

Zettagrid recommends backing up your appliance's image or configuration. We cannot restore your Appliance's configuration if your image is lost and you do not use our backup service.

If your Appliance is corrupted and you lack a backup, Zettagrid will recommend redeploying the base Appliance Image as a replacement. You must configure this new Appliance yourself.

Appliance patching and upgrades

You are responsible for patching your Appliance. Usually, you can obtain patches from the software vendor's website. If not, contact us for assistance.

Zettagrid may provide new Appliance Images (e.g., v5 to v6) on our platform. You decide whether to implement these. Sometimes, we offer automatic upgrade scripts.

Grandfathered appliances

Over time, we may “grandfather” Appliances, making them unavailable for new deployments. You can continue using the Appliance but cannot redeploy this software version. We will provide 90 days’ notice before “grandfathering” an Appliance.

Security

You must harden the Appliance against security vulnerabilities. We may suspend your Appliance if we detect a compromise and you do not act within a reasonable timeframe to fix it.

We are not liable for content, security breaches, protected information distribution, or malicious activity on your virtual servers. Zettagrid may stop providing your Appliance and refuse refunds if you breach our Acceptable Usage Policy.

IP addressing

Your service will receive one or more IP addresses, which remain Zettagrid's property and cannot be transferred outside the network. IP addresses you provide remain your property.

Service Level Target (Excluding Maintenance Windows) 

99.99%

Service Level Rebates 

This service qualifies for rebates when unavailable as per the General Terms and Conditions. The following apply:

SLAs apply to the complete unavailability of the Appliance. That is, no access through loss of host power, host failure, storage failure or internet connectivity. 

Any software failures, patches, security vulnerabilities, inconsistencies and incompatibilities which cause system instability on the customer Appliance are not covered under the SLA. Zettagrid will recommend that you perform a system rebuild should you experience any service issues with your Appliance. 

Snapshots, power-up, power-down, backup, restoration/rebuild of the Appliance is the responsibility of the customer.