We are committed to providing our customers with unparalleled availability of our online business applications. 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. One of the significant benefits of using our Services is the fact that you never have to pay for upgrades or system improvements. To bring you these benefits, we usually schedule a weekly or biweekly late-night maintenance period in which we upgrade the existing application for minor enhancements. On or around a quarterly basis, we usually have a major new release in which we add significant new features to our service. These periodic major releases can take several hours, and we will always notify you in advance of any unplanned downtime where possible. At all times, we initiate these maintenance activities during the nonpeak 7 p.m. 4a.m. Central time hours to minimize downtime.
Our current service-level objectives are as follows (expressed in Central time):
Timeframe Uptime Goal
Week Days (MonFri, 4a.m. Central Time7 p.m. Central Time) 99.5%
Weekend Days (SatSun, 4a.m. Central Time7 p.m. Central Time) 99.0%
Week Nights (MonFri, 7 p.m. Central Time4a.m. Central Time) 90.0%
Weekend Nights (SatSun, 7 p.m. Central Time4a.m. Central Time) 80.0%
These percentages indicate our uptime objective. Thus, we expect our Services to be down less than 0.5% of the time during peak business hours (less than 1/2 hour per week) and to consistently meet these objectives. (In actual practice, our peak business downtimes have been far less than that, typically under 5 minutes per month, with the mutual fund-like caveat that past performance is no guarantee of future results.)
We recognize that you are entrusting us with your critical business information. While we securely manage your information for you in our data center, it is always your data and your data alone, and you always have the ability to export your data into a text file or a Comma Separated Value (CSV) file from our applications. We created this export capability because we know it is important for you to have the option of retrieving your data at anytime, from anywhere you want.
We know that providing you uninterrupted service is critical for our success. We also know that other factors can influence your ability to reach our service, like the ability of your Internet Service Provider (ISP) to keep you constantly connected to the Internet. We recommend that you also have a dial-up ISP in case of loss of your primary Internet connection. You also have the option of relocating to an area where Internet connectivity is not affected (such as another office, your home, etc.). Our application will still be available to you from those other locations…one of the most beneficial aspects of an Internet-based application.
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Service Level Agreement
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