1. Introduction and Scope
This Service Level Agreement (hereinafter referred to as the "SLA") sets forth the terms and conditions under which FirmsData Technologies Private Limited (hereinafter referred to as "FirmsData", "we", "us", or "our"), a company incorporated and registered in India and having its registered office at 8th Floor, GM IT Park, Plot No. 32-33, Sector-142, Noida, Uttar Pradesh 201305, shall provide Virtual Data Room (VDR) services to its clients (hereinafter referred to as "Client", "Customer", or "you"). This SLA governs the performance metrics, service availability, remedies, and responsibilities related to FirmsData’s secure platform intended for financial data sharing, due diligence, and virtual collaboration.
This SLA is applicable only to customers who are on a paid subscription plan and forms part of the overall Terms of Service as accepted by the Customer. Clients using the free version of FirmsData’s services are not entitled to the benefits or remedies outlined in this SLA.
2. Description of Services
FirmsData provides a cloud-based, secure Virtual Data Room which enables organisations, financial institutions, advisors, and enterprises to share and manage sensitive business and financial information in a controlled, monitored, and compliant digital environment. The service ensures confidential document exchange, secure user permissions, real-time activity tracking, and seamless collaboration across stakeholders involved in mergers, acquisitions, fundraising, audits, or regulatory processes.
3. Uptime Commitment and Service Availability
FirmsData is committed to delivering its services with a high level of reliability. In line with industry standards, FirmsData shall make commercially reasonable efforts to ensure that its Virtual Data Room services are available with a monthly uptime of 99.99% during each billing cycle. Uptime shall be calculated based on total minutes of service availability against total minutes in the month, excluding scheduled maintenance and periods of downtime attributable to the exclusions defined in this SLA.
Availability is understood as the percentage of time the Client is able to access the platform and perform core functions without service interruptions. “Downtime” shall mean any period where the primary service is not accessible due to internal service failures attributable to FirmsData, excluding causes as mentioned in the SLA Exclusions.
4. Service Credit and Remedy for Unavailability
In the event that the Monthly Uptime Percentage falls below 99.99% in a given billing period, FirmsData shall offer a service credit in the form of additional storage allocation. This credit shall be made available to the Client within one subsequent billing cycle post claim validation.
To be eligible to receive service credit, the Client must formally notify FirmsData by submitting a written service credit request to the email ID: support@firmsdata.com. The request must include the subject line "Service Credit Request", along with the Client’s corporate name, FirmsData login ID (excluding any passwords), and detailed information indicating the specific date, time, and description of the incident which led to the claimed service unavailability.
Clients must raise such requests no later than the end of the second billing cycle following the incident, while the initial service interruption incident should be reported within seven (7) calendar days from its occurrence. Failure to adhere to timelines may result in ineligibility for service credit, irrespective of the merit of the case.
All submitted claims shall be reviewed and validated by FirmsData’s technical team, and credits shall be granted only if the claim is deemed accurate and attributable to a failure on FirmsData’s end. All decisions related to service credit eligibility shall be at the sole discretion of FirmsData.
5. SLA Exclusions
The commitment to 99.99% uptime shall not apply to any service disruptions or unavailability directly or indirectly caused by factors that are reasonably beyond the control of FirmsData. These exclusions include, but are not limited to:
- Any issues caused by internet outages, fluctuations or failures in the Client’s own infrastructure, or Internet Service Providers (ISPs) which are not under the control of FirmsData.
- Any service downtimes related to scheduled maintenance activities carried out by FirmsData with reasonable prior notice to the Client.
- Any disruptions resulting from outages or malfunctions in third-party applications, technologies, or hardware not owned or operated by FirmsData.
- Failure of the Client or its users to adhere to documented operational guidelines or instructions, including delays or oversight in recovery procedures or responses during incidents.
- Service interruptions resulting from suspension or termination of services due to violations of FirmsData’s Terms of Service, non-payment of dues, misuse, or any activity that contravenes applicable law or FirmData’s policies.
- Any event of Force Majeure including but not limited to acts of God, natural disasters, governmental actions, war, terrorism, riots, pandemic conditions, labour disputes, or other unexpected and unavoidable circumstances which prevent service delivery.
Also, this SLA shall strictly apply only to customers with an active paid subscription plan. Use of FirmsData's services under any free trial, promotional access, or complimentary base version shall fall outside the scope of this SLA and shall not entitle such users to request service credits or other remedies.
6. Responsibilities of the Parties
FirmsData shall ensure regular monitoring of its platform to uphold service availability, patch critical vulnerabilities, upgrade system performance, and notify Clients of any planned maintenance. Clients acknowledge that proactive cooperation is required to receive optimal service. This includes keeping contact details up to date, identifying authorized administrators, promptly reporting service issues, and not interfering with the platform’s normal operation.
Clients shall also be responsible for implementing appropriate data security controls at their end, including access controls, password policies, and internal governance over user accounts that use the FirmsData Virtual Data Room.
7. Contact and Support
In case of any queries, support requests, or SLA claim submissions, Clients may reach out to FirmsData through the following channels:
- General Support Email: info@firmsdata.com
- General Inquiries & Corporate Communication: contact@firmsdata.com
- Postal Address: 8th Floor, GM IT Park, Plot No. 32-33, Sector-142, Noida, Uttar Pradesh 201305.
Our support team operates in accordance with India Standard Time (IST), Monday through Saturday, 9:00 AM to 6:00 PM, excluding national holidays.
8. Modifications to SLA
FirmsData reserves the exclusive right to modify, amend, or update the terms of this SLA at any time and at its sole discretion. Any material changes to this SLA shall be notified to Clients with a minimum of thirty (30) days' advance notice via email or platform notification. Continued usage of FirmsData services after such modification shall be deemed as Client’s acceptance of the revised SLA.
9. Governing Law and Jurisdiction
This Agreement shall be governed by and construed in accordance with the laws of the Republic of India. Any disputes arising out of or in connection with this SLA or the terms of FirmsData’s services shall be subject to the exclusive jurisdiction of the courts situated in Noida, India.
10. Term and Termination
This SLA shall remain effective for the duration of the Client’s applicable subscription to FirmsData services. Upon termination or expiration of the subscription, the obligations under this SLA shall automatically cease.