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Service Level Agreement
We are committed to providing our customers with unparalleled availability of our FrontSQL eBiz Suite 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 the FrontSQL eBiz Suite 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 one-hour maintenance 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 11 p.m. – 4a.m. Pacific time hours to minimize downtime.
Our current service-level objectives are as follows (expressed in Pacific time):
Timeframe Uptime Goal
Week Days (Mon–Fri, 4a.m. Pacific Time–11p.m. Pacific Time) 99.0%
Weekend Days (Sat–Sun, 4a.m. Pacific Time–11p.m. Pacific Time) 99.0%
Week Nights (Mon–Fri, 11p.m. Pacific Time–4a.m. Pacific Time) 90.0%
Weekend Nights (Sat–Sun, 11p.m. Pacific Time–4a.m. Pacific Time) 90.0%
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 bunker-like data center, it is always your data and your data alone, and you always have the ability to export your data into an IIF file or a Comma Separated Value (CSV) file from our FrontSQL eBiz Suite service. 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. That's why we have also developed the capability to provide you with a direct call-in line into R4S on a short-term basis if you need it due to problems with your ISP. If you ever need to access FrontSQL eBiz Suite when your ISP is not available for some reason, please call us immediately and we will provide you with dial-up instructions to help you reach our service.
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2/13/2007 7:47:04 PM
