I.S. MoldData Service Level Agreement

I.S. MoldData Service Level Agreement

Services Availability Guarantee

  • I.S. MoldData guarantees 99.982% uptime (Tier 3 uptime) and no more than 1.6 hours of downtime per year. N+1 fault tolerant providing at least 72 hour power outage protection for the infrastructure of Our Data Center.
  • I.S. MoldData will send a notification to You 24 hours in advance by e-mail for all scheduled maintenance and/or downtime. In case is required an urgent maintenance and/or downtime, I.S. MoldData have the right to do it without any notification.
  • I.S. MoldData has the right to change the API or suspend it at any time without any notification.
  • I.S. MoldData guarantees 24/7/365 availability of technical support. You may contact Us by phone, e-mail or by opening a support ticket.

  • SLA Credits

  • In case I.S. MoldData fail to meet the Service Availability Guarantees, You may request SLA Credits up to 10 times the fee for any period of lack of availability for a Service. This kind of credits could not be refund in cash or any other form, they could be used only for Services provided by I.S. MoldData.
  • In case I.S. MoldData fail to meet the Service Availability Guarantees more than 2 times within a period of 30 days, You may request SLA Credits up to 100% of the fee for past 30 days.
  • For receiving SLA Credits, You should send Us a request by e-mail and to specify the date, start time, duration and the amount of Credits claimed. I.S. MoldData will transfer the SLA Credits within 60 days from the request date.

  • Last Update: 15.07.2014

    "I.S. MoldData" 2017. All rights reserved.

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