| |
Service Level Agreement
This Service Level Agreement (SLA) applies to you ("Customer") if you currently hold an account with any of the hosting services from gotExchange.com (the "Services") and your account is current (i.e., not past due).
We are committed to providing our customers with unparalleled availability of our Web-hosted database facility. We recognize that you need to have our services available whenever you want or need to do business, and we strive to consistently exceed our service-level commitments. gotExchange.com shall use commercial best effort to provide continuous and consistent service with respect to this SLA. gotExchange.com reserves the right to change the terms of this agreement at any time upon thirty (30) days notice. Such notice shall be given to the administrator via e-mail and reflected in the SLA posted on this website.
Maintenance:
One of the significant benefits of using gotExchange.com is the fact that you never have to pay for new software versions or system improvements. To bring you these benefits, we usually schedule a monthly late-night maintenance in which we upgrade the existing system for enhancements and other updates. From time to time, we also schedule emergency maintenance usually in response to security concerns. At all times, we initiate these maintenance activities during the non-peak 9 p.m. 4 a.m. U.S. Central Standard Time hours to minimize downtime. For non-emergency maintenance, you will receive at least a five (5) day notice. For emergency maintenance, you will receive at least a twenty-four (24) hour notice. We also reserve the right to perform immediate emergency maintenance without any prior notification, should it be deemed absolutely necessary to protect and maintain the security of the service.
Technical Support:
a. E-mail support is offered 24x7x365 and is available at Support@gotExchange.com .
b. Please note that all of our servers are monitored and our technicians are notified when a service becomes unavailable Phone support is offered 24x7x365 and is available at 316-266-4014
c.. However, it may take some time to resolve the issue, so you may not receive an immediate reply
d. Technical Support assigns the highest priority to inquiries related to the unavailability of the service and we address these immediately upon notification..
e. Prior to alleging any connectivity problems, the customer will verify that they are able to reach major sites such as www.msn.com or www.google.com, www.yahoo.com .
f.. When contacting support, please include in your message your account name, a complete description of the problem, and the exact error messages, if any. This will help us fix your problems quicker
Security and Reliability
The security and reliability of the gotExchange.com email and collaboration service is our highest priority. gotExchange.com works hard to run a solid, hassle-free service. However, there are times when we cannot guarantee 100% reliability:
- Internet congestion
- Automatic System Updates gotExchange.com servers regularly update themselves with patches and bug fixes. Occasionally, these patches/fixes can affect our servers in an unexpected, detrimental way. Many of these patches/fixes are done automatically and cannot be tested prior to their implementation.
- Terrorist Attack
- Acts of God
- Virus/Worm/Denial of Service Attack
You specifically agree that Kansas Hosting inc., gotExchange.com cannot be held liable for any missing data, corrupted data, incorrect transmission of data, failure to provide service, delay of service provision or anything in any way connected to the gotexchange.com service beyond the cost of service provided. Cumulative liability cannot exceed the total monthly service fee equal to the prior one month of service.
Data Security & Backup:
a. Our servers are located in a 3rd party commercial data center near Wichita, Ks The data center provides us with redundant power and internet connections.
b. The data center is a secure facility that requires authentication to access the equipment.
c. Anti-Virus: We employ third-party anti-virus software to check all incoming and outgoing messages for viruses. The virus definitions are checked for new updates multiple times each day.
d. All customer data is protected with RAID hard drives to protect from hard drive failure.
e. All customer data is backed up nightly and these backups are retained for one week. Additionally, all customer data is backed up weekly and these backups are retained for one month. Additionally, all customer data is backed up monthly and these backups are retained for one year.
f. Customer Responsibilities. The following customer requirements enhance data security:
i. Customers must use discretion granting administrator privileges;
ii. Users must not share their login identifier or password;
iii. Users should change their passwords at least every forty-five (45) days;
iv. Users should select passwords that are eight (8) characters or longer. We strongly recommend that passwords include mixed alpha and numeric text.
Uptime Guarantee:
a. Service Availability is defined to as the ability for MS Exchange users to be able to 1) access existing messages from their account and 2) send and receive new messages via their account. Service Availability is calculated by the number of hours the service is available to customers plus the total number of hours of maintenance, if any, divided by the total number of hours in that month
b. Objective: we guarantee a 99.9% Service Availability.
c. Remedy: Except under the conditions mentioned below under Exceptions, if the Service Availability is less than 99.9%, we will issue a five (5) percent credit to Customer for each full percent of failure below 99.9%, with the credit being calculated on the basis of that months service charge for the affected Service.
d. Exceptions:
i. Circumstances beyond gotExchange.coms reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, attacks (including, without limitation, denial of service attacks, virus attacks), hackers, failure of third party software (including, without limitation, anti-virus software, back software) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;
ii. Hardware Failure
iii. Failure of access circuits to the gotExchange.com Network, unless such failure is caused solely by gotExchange.com;
iv. Scheduled maintenance and emergency maintenance and upgrades;
v. DNS (Domain Name System) issues outside the direct control of gotExchange.com;
vi. Issues with customers Internet access;
vii. Erroneous SLA outages reported as a result of outages or errors of any gotExchange.com measurement system;
viii. Customer's acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding, any negligence, willful misconduct, or use of the Service in breach of gotExchange.coms Terms and Conditions;
ix. DNS Propagation;
x. Outages elsewhere on the Internet that hinder access to your account or services. gotExchange.com is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. gotExchange.com will guarantee only those areas considered under the control of gotExchange.com: gotExchange.com server links to the datacenter Internet feeds, gotExchange.coms routers, and gotExchange.coms servers.
Credit Request:
a. In order to receive a credit, customer must make a request by sending an email message to Billing@gotExchange.com . Each request in connection with this SLA must include customer's account and the dates and times of the unavailability of Service and must be received within ten (10) business days after Service was not available. If the unavailability is confirmed gotExchange.com, credits will be applied within two billing cycles after gotExchange.coms receipt of customer's credit request. Credits are not refundable and can be used only towards future billing charges.
b. Notwithstanding anything to the contrary herein, the total amount credited to Customer in a particular month under this SLA shall not exceed the total hosting fee paid by Customer for such month for the affected Services. Credits are exclusive of any applicable taxes charged to customer or collected by gotExchange.com and are customer's sole and exclusive remedy with respect to any failure or deficiency in the Service Availability.
Business Continuity:
In the event that gotExchange.com is unable to continue a Service to Customer, gotExchange.com guarantees to provide 30 days of interim service. During this period, gotExchange.com will deliver upon request and at nominal cost the current Customer data backups in order to facilitate transfer to Customer's in-house implementation or alternative provider of Service.
Print
|
