Enterprise Hosting – Service Agreement

Service Level Agreement – Enterprise Hosting

Tec Solutions believes in providing excellent service to each and every one of our customers. We understand the importance of CyberAudit-Web Enterprise Hosting Service availability on the Internet. We have remedied the following service level agreement (SLA) in order to ensure maximum performance and uptime. This SLA is provided to all Tec Solutions hosting customers at no additional cost.

Network Uptime Tec Solutions guarantees that our network will be available 99.9% of the time in a given month. Network uptime is defined by the availability of all Tec Solutions’s hosting provider network infrastructures that includes network hardware such as routers, firewalls, switches and cabling essentials to the operations of your server. Tec Solutions considers our network as down when there is 100% packet loss between our provider’s network and the Internet. Network downtime is measured from the time Tec Solutions acknowledges the network blackout to the time when the server is once again available to the Internet. Subject to Sections ‘Exceptions & Credit request’ below, upon Customer’s request; Should network availability drop under 99.9%, Tec Solutions will credit customer 2% of the base monthly fee for every hour of downtime (up to 100% of customer’s monthly fee).

Infrastructure Uptime Tec Solutions guarantees that our infrastructure will be available 100% of the time in a given month. We guarantee the availability of critical infrastructure systems required to operate your server which includes power, HVAC, UPS, PDU and cabling. Infrastructure downtime is measured from the time Tec Solutions acknowledges the infrastructure unavailability to the time when the server is once again powered on. Subject to Sections ‘Exceptions & Credit request’ below, upon Customer’s request; Should infrastructure availability drop under 100%, Tec Solutions will credit customer 2% of the base monthly fee for every hour of downtime (up to 100% of customer’s monthly fee).

CyberAudit-Web On-Demand Support Guarantee Tec Solutions guarantees 24 hour email support response time for CyberAudit On-Demand customers at support@tecsolutionsinc.com Subject to Sections ‘Exceptions & Credit request’ below, upon Customer’s request; Should Tec Solutions fail to respond within the time limit of the support guarantee, we will credit the customer 2% of the base monthly fee for any unanswered emails sent to Tec Solutions Support at support@Tec Solutions.net within the time guarantee. Customer is only entitled to 1 credit per 24 hour period regardless of how many emails he/she sent, to a maximum of 3 credits per month.

Exceptions Customer shall not receive any credits under this SLA in connection with any failure or deficiency of service operations caused by or associated with:

• Conditions beyond our reasonable control resulting directly or indirectly from acts of any governmental body, war, terrorism, sabotage, insurrection, embargo, strike or other labor disturbances, interruption in traffic or transportation, interruption or delay in telecommunication or third party services, natural disaster or catastrophes, fire, flood, facility power shortages, disturbance in the ability to obtain raw material or supplies, inability to obtain third party software and hardware and any other circumstances beyond our reasonable control in order to provision this SLA.
• Failure of data or telecommunication circuits caused by provider’s faulty network.
• Scheduled and emergency network maintenance or software / hardware upgrade.
• Network or Internet security breaches including virus/worm attack, denial of service & misuse of service by authorized/unauthorized users.
• DNS or email issues beyond direct control of Tec Solutions.
• Failure of customer’s own equipment.
• Customer’s act of omissions or act of omissions of others associated, authorized or unauthorized by customer, including without limitation, any negligence, willful misconduct, breach of Tec Solutions’s terms of service and Tec Solutions’s acceptable usage policy.
• Inaccessible server or account due to password change or customer’s firewall configuration.
• Software bugs
• Non-paying or delinquent customers.

Credit Request In order to be eligible for credit request, customer’s account must be in good standing with no outstanding charges at the time when the problem occurs. Customers are responsible for documenting and submitting all evidence of the problems. In no event shall one claim overlap the others. Each credit request must be received within 5 days of problem occurrence and must be approved by Tec Solutions’s support team. Failure to submit credit request in a timely manner will result in the forfeiture of the claim. Each valid credit will be applied to an invoice of customer within two billing cycles after Tec Solutions approves the customer’s credit request. Credits are exclusive of any applicable taxes charged to customer or collected by Tec Solutions. Notwithstanding anything in this SLA to the contrary, the total amount credited to a customer will not exceed the base fee paid by customer for such month. Tec Solutions shall be the sole arbiter in determining the credit request approval. Please submit your credit request to support@Tec Solutions.net.

Activation of SLA Tec Solutions provides SLA to all COD customers. In order to activate your SLA, customers must submit a purchase order or credit card authorization form. Please complete the form, sign and fax it to xxx.xxx.xxxx or email it to sales@tecsolutionsinc.com.

Your SLA is effective beginning the day of training in COD software. It is deactivated whenever you migrate from COD. You must fill out all required fields or the SLA will be deemed as invalid. We will send a confirmation email to you upon the activation of your SLA.