TERMS & CONDITIONS FOR CLOUD OPERATION CENTER SERVICE Last Updated: Apr 01, 2025 1. INTRODUCTION 1.1 Service Overview PC Solutions’ Cloud Operation Center Service provides managed infrastructure services, including monitoring, backup & disaster recovery, patch management, identity & access management (IAM), and vendor coordination. 1.2 Definitions • "Service Provider" refers to PC Solutions. • "Customer" refers to the entity subscribing to the Service. • "Azure Marketplace" refers to Microsoft's cloud service marketplace. • "SLA" refers to the Service Level Agreement. 2. SERVICE DESCRIPTION PC Solutions will provide the following services under this Agreement: • 24x7 Monitoring & Incident Management • Backup & Disaster Recovery • Patch Management & Preventive Maintenance • Identity & Access Management (IAM) • Network Management Services • Database Management Services • Managed Security Services • Vendor Coordination 3. SUBSCRIPTION & PAYMENT 3.1 Subscription Model • The Service is offered on a subscription basis via Azure Marketplace. • The Customer must have an active Microsoft Azure subscription to purchase this Service. 3.2 Pricing & Billing • Pricing is based on a fixed, usage-based, or tiered model, as specified on the Azure Marketplace listing. • Billing is processed through Microsoft Azure’s billing system. • Payment must be made according to Microsoft’s billing cycle. 3.3 Late Payments • Non-payment may result in suspension or termination of the Service. • Reinstatement of the Service may incur additional charges. 4. SERVICE LEVEL AGREEMENT (SLA) 4.1 Availability • PC Solutions commits to a 99.9% uptime subject to CSP service provider availability SLA for the Service. 4.2 Incident Response Times Priority Level Response Time P1 - Critical 15 minutes P2 - High 30 minutes P3 - Medium 1 hour P4 - Low 2 hours 5. CUSTOMER RESPONSIBILITIES • Provide required system access for service delivery. • Ensure compliance with security guidelines and acceptable use policies. • Appoint a single point of contact for coordination. 6. SECURITY & COMPLIANCE • PC Solutions follows industry’s best practices for data security and compliance (ISO 27001, GDPR, etc.). • Customers are responsible for ensuring compliance with their own regulatory requirements. • Security incidents will be managed as per PC Solutions’ incident response policy. 7. TERMINATION & SUSPENSION 7.1 Termination by Customer • Customers may cancel the Service via Azure Marketplace. • No refunds for partial service periods. 7.2 Termination by Service Provider • PC Solutions may terminate or suspend the Service if: - Customer violates terms or delays payments. - Service is being used for illegal activities. 8. LIMITATIONS & LIABILITY • PC Solutions provides the Service “as is” without warranties. • No liability for indirect, incidental, or consequential damages. • Maximum liability is limited to the fees paid in the last 3 months. 9. GOVERNING LAW & DISPUTE RESOLUTION • This Agreement is governed by the laws of India. • Disputes shall be resolved through arbitration in New Delhi, India. 10. MODIFICATIONS TO TERMS • PC Solutions reserves the right to update these Terms & Conditions. • Customers will be notified 60 days in advance of any material changes. BY SUBSCRIBING TO THIS SERVICE, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREED TO THESE TERMS & CONDITIONS.