Customer Agreement

Data Processing

Data Processing and Security Terms

Puzl Cloud has agreed to provide Puzl Cloud Platform services to the Customer as applicable in the Customer Agreement. This Puzl Cloud Platform Service Level Agreement (hereinafter the SLA) is a policy governing the use of the Included Services (listed below) and shall separately apply to each Customer Account using the Included Services. In the event of a conflict between the terms of this SLA and the terms of the Agreement or other agreement with Puzl Cloud governing the use of the Services by the Customer, the terms and conditions of this SLA shall prevail, but only to the extent of such conflict. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.

## Included Services

Kubernetes is an open-source platform which automates operations involving containers. Containers are a technology for packaging the (compiled) code for an application along with the dependencies it needs at run time. A cluster refers to the group of servers (bare metal or virtual machines) running Kubernetes. 

### Pods

Pods is a service for leasing computing resources (e.g. CPU, GPU, RAM) by deploying Pods – a group of containers running in a cluster. When Kubernetes deploys a Pod, it assigns to it one of the two classes of the quality of service (QoS). Pods are offered in the following QoS classes:

##### Guaranteed

- Every container in a Pod must have a RAM limit and a RAM request, and these must be the same.
- Every container in a Pod must have a CPU limit and a CPU request, and these must be the same.

##### Burstable

- The Pod does not meet the criteria for the Guaranteed QoS class.

Pods as a service commences at the moment of the allocation of computing resources to Customer in a cluster. Computing resources requested for each container of a Pod shall be regarded as having been allocated from the moment a Pod obtains the `PodScheduled` condition. The Pods service shall be provided in full, and Customer shall be considered to have full ability to manage it when the allocated resources are available and the server they are located on is connected to the internet. Resources shall be regarded as having been released when all Pod’s containers are finished. The moment of such release is the moment when the last Pod’s container is finished. The Pods offered in the Guaranteed QoS class can be (automatically) finished only in case the server they are located on shuts down (becomes non-available). The Pods offered in the Burstable QoS class can be evicted from the server (finished) at any time in case the RAM used by a Pod exceeds the RAM request.  

### Volume

Volume is a service for storing and accessing Customer data by allocating a data storage space in a cluster. Volumes are requested by creating a `PersistentVolumeClaim` object in the Kubernetes. Volume as a service commences at the moment of the allocation of a data storage space to the Customer in a cluster. A data storage space is allocated at the moment of the creation of a `PersistentVolume` object which is bound to the PersistentVolumeClaim. Puzl Cloud may offer various storage classes to create Volume. If there is no `PersistentVolume` object for each `PersistentVolumeClaim` for a particular storage class, the moment of the data storage space allocation is the moment when a `PersistentVolumeClaim` object acquires the `Bound` status. A data storage space shall be regarded as released at the moment when the `PersistentVolumeClaim` object acquired the `Terminated` status.

Puzl Cloud offers various versions of the Included Services. All current specifications and Fees for these versions can be found in [pricing table]({{pricingPage}}). Any service provided by Puzl Cloud free of charge may be discontinued at any time. In such case, the Customer shall not be entitled to claim the continuation of this type of service.

## General Service Commitment

- Puzl Cloud guarantees **100% service for the Fees paid**, meaning that the Customer only pays for the time period when the Included Services are provided (the “Service Commitment”). 
- Regular maintenance. Puzl Cloud shall notify the Customer via email detailing maintenance work to be carried out and the possible impact on the Customer. Such notifications shall be given at least 36 hours prior to the maintenance being carried out, and Puzl Cloud shall endeavour, wherever practical, to keep the maintenance times as short as possible. Maintenance means any work carried out by Puzl Cloud in order to upgrade, improve or maintain the Included Service (including a telecommunications link, any hardware or software) including any modification, change, addition or replacement which does not materially detract from, reduce or impair the overall quality or performance of the Included Services. The Customer shall not pay the Fees if the provision of the Included Services during such maintenance is stopped or the Included Services are not available. 
- Puzl Cloud shall make commercially reasonable efforts to provide the Included Services to Customer with the best possible availability. The Customer however acknowledges that for technical reasons as well as due to Puzl Cloud’s dependence on external factors (e.g. unavailability of telecommunications networks, electricity outages, hardware and/or software failure etc), the uninterrupted availability of the Included Services cannot be guaranteed. The Customer can therefore not assert a claim for continual access to the Included Services. Access restrictions of a temporary nature shall not constitute grounds for warranty claims or a right to extraordinary termination. 
- Shut-down of the cluster server. Puzl Cloud specifically points out that, due to various technical reasons and its dependence on external factors, the uninterrupted uptime of a server (i.e. the period when the server is working and available) with a scheduled Pod or a Volume, if it was bound to such a Pod, cannot be guaranteed. In this case a 1-minute error in computing billing Fees for is allowed.
- In the event any of the Included Services do not meet the Service Commitment, the Customer shall be eligible for a refund as described in the Customer Agreement. 
- The SLA response time to Customer request for technical support is 2 working days. 

  




Service Level Agreement

Use of Puzl Cloud Platform services (the Services) is subject to this Acceptable Use Policy. This Policy describes prohibited uses of the Services offered by Puzl Cloud. 

The examples described in this Policy are not exhaustive. Puzl Cloud may modify this Policy at any time by posting a revised version at [{{serviceName}}]({{serviceUrl}}) (and any successor or related locations designated by us). By using the Services or accessing {{serviceName}}, you as Customer agree to the latest version of this Policy. If you violate the Policy or authorize or help others to do so, Puzl Cloud may suspend or terminate your use of the Services. 

Capitalized terms have the meaning stated in the applicable agreement between you and Puzl Cloud.

Customer agrees that the Service may only be used for lawful purposes in accordance with all current and future laws, statutes and regulations in force from time to time in the country (or countries) in which the Service is being used ("Laws"). Customer agrees not to, and not to allow third parties to use the Services:

- to violate, or encourage the violation of, any Laws and the legal rights of others (for example, this may include allowing Customer End Users to infringe or misappropriate the intellectual property rights of others in violation of legal acts);
- to engage in, promote or encourage illegal activity;
- for any unlawful, invasive, infringing, defamatory or fraudulent purpose (for example, this may include phishing, creating a pyramid scheme or mirroring a website);
- to intentionally distribute viruses, worms, Trojan horses, corrupted files, hoaxes, or other items of a destructive or deceptive nature;
- to interfere with the use of the Services, or the equipment used to provide the Services, by customers, or other authorized users;
- to disable, interfere with or circumvent any aspect of the Services;
- to generate, distribute, publish or facilitate unsolicited mass email, promotions, advertisings or other solicitations (“spam”); or
- to use the Services, or any interfaces provided with the Services, to access any other Puzl Cloud product or service in a manner that violates the terms of service of such other Puzl Cloud product or service;
- to operate certain network services, like, but not limited to VPN, TOR, proxi-servers, open mail relays, or open recursive domain name servers, that might abuse the network.



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