Dexah Service Level Agreement (SLA)
1. Summary
Thank you for considering and using our services. We hope setting clear performance expectations with measurable accountability and transparency will encourage you to grow your organization with us as much as our expert support, service features, convenience and affordability.
This SLA is comprised of goals we make commercially reasonable efforts to meet, and promises about the minimum expectations you should have of our Service. If we do not meet our promises, we will without hesitation revaluate our operations.
Striving to learn from our experience, and in the spirit of setting clear expectations, we have taken this SLA a step further. We document our expectations for your goals, too, so you can be prepared to benefit most from our Service.
2. Our Goals
- Assume your positive intent
- Remember service is critical to your business
- 100% Up-time
- Outage Response inside of 15minutes 24×7
- A month’s worth restore, roll-back, undelete, backup availability
- Chat/phone response: under 30 minutes during working week 8am – 5pm
- System upgrades and updates: use scheduled maintenance periods for system maintenance no more than an average of twice per month, to test and apply critical updates as soon as practical.
3. Our Promises
- Up-time: average monthly 99.90% (typically means less than 45 minutes/month!)
- Outage Response under 1 hour, 24×7
- Privacy of your personal company information
- Effective Communication between us and the client
- Our software is compatible with all content management systems (you can embed in any html box)
4. Your Goals
- Assume our positive intent that we want to help you. We do. Taking care of you is not only a job for us. Most of the time it’s much more. Our team is composed of career support technologists each averaging more than 2 years cloud experience, and even more with mobile devices, email, and groupware and technology management.
- The technology is such we can guarantee rapid, professional response, an up-time consistent with our reported track-record, and that we are devoted. That is: we are collaboration specialists with nothing better to do than improve your calendar product and collaboration experience, and fix issues as they occur.
- Help us to help you. Review and apply our published best practices for describing service issues. Use our comment, rating and feedback system, among others, to identify documentation that needs updating and improvement. You’ll find us responsive.
- Take not of any email or communication from us for alerts about scheduled maintenance.
5. Our Service Uptime
We have a guaranteed uptime of 99.92% throughout the year
If we need to come onsite we do at an agreed time at zero charge to the client.
We can access systems through team viewer to resolve issues in a much quicker manner than on premise visits
6. Restrictions
To benefit from the guarantees offered by this SLA, you must have accepted the terms of our Terms of Service (TOS) in full, be in good financial standing with us.
We only can guarantee service within those areas under the direct control of our company, including only our software, servers, data centers, links to the Internet, routers and switches. You shall not receive any credits under this SLA in connection with any Outage, failure or deficiency caused by or associated with:
- Circumstances beyond our reasonable control, including, without limitation, your former ISP or mail provider(s), acts of any governmental body, terrorism, war, insurrection, sabotage, theft, 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, virus attacks or hackers, failure of third party software or inability to obtain raw materials, supplies, access or power used in or equipment needed for provision of this SLA;
- Failure of bandwidth providers to our Data Centres, unless such failure is caused solely by us or our Data Centres;
- Scheduled Maintenance and emergency maintenance and upgrades, such as and not limited to the case of installing security patch releases;
- Firewall and DNS issues outside the direct control of our Data Centers;
- Issues with your mail or other client access, such as an not limited to your client software’s ability to use LDAP, SMTP, POP, IMAP, CalDAV, CardDAV, ActiveSync, WebDAV or FTP protocols;
- False SLA breaches reported as a result of outages or errors of any of our measurement systems;
- Your acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc.), any negligence, or wilful misconduct;
- Delays in e-mail or webmail delivery and transmission;
- Data loss or unavailability;
- DNS (Domain Name Server) Propagation;
- Outages elsewhere on the Internet that hinder access to your account;
- Testing failures that do not result in unavailability of hosting services, such as and not limited to third-party monitoring system errors, and Testing misconfigurations;
- Unmonitored services; and
- Browser or DNS caching that may make your web mail or domain admin appear inaccessible when others can still access it
6. Other Services and Products
Our clients are free enquire with us on any other services, software development and systems that can be sold or subscribed to them which may benefit their organization by giving them a competitive edge. A detailed presentation can be arranged for the other products or services we my offer.