Service Level Agreement (SLA)

This agreement is between us Secure Virtual Office and you the client.

This document is always located here: http://www.securevirtualoffice.com/sla.htm and on the rare occasion that we need to modify it we will give you 48 hours notice and e-mail you a copy highlighting the changes we are proposing.

The following Service Level Agreement (SLA) Terms and Conditions apply to all our Customers agreeing to a service period of six months or more for VSO services and where the Customers accounts with us are in good standing. The Terms and Conditions apply where a Client is not in material breach of the Terms and Conditions of the ASP provision agreement.

Application Uptime

We offer a 99.9% uptime guarantee excluding Scheduled Maintenance. In any month should the uptime fall below the guaranteed level, then 1 calendar day subscription shall be rebated and a further subscription day shall be rebated for each 1% point where the average uptime falls below the guaranteed level. The maximum rebate in any one month shall be limited to one months subscription.

Scheduled Maintenance

Scheduled Maintenance means any maintenance on Secure Virtual Office (SVO), where you are notified 48 hours in advance by a posting on the Secure Virtual Office (SVO), telephone, email, fax and that is performed during a standard maintenance window Mondays through to Thursdays from 03:00 hours to 07:00 hours GMT.

Time to fix

We do not expect to need to make any fixes except as set out under maintenance above. However, the data centre is manned by technically trained staff that are continuously monitoring our equipment 24 hrs per day 7 days per week including bank holidays. We expect them to respond and start to remedy any event within 15 minutes of its occurrence.

Security breach

We do not anticipate any such breach. Internet traffic to and from our servers is continuously monitored and filtered using the latest anti virus and anti intrusion software. If there is any failure we will as a matter of course rectify and cleanse the data and we will use all reasonable efforts to inform you by message, e-mail and/or telephone as seems most appropriate to us at the time and confirm to you when normal services have been resumed.

Capacity

The Secure Virtual Office (SVO) architecture is sized to comfortably exceed peak user demand and is readily scaled to match the growing needs of the business. The design includes fail over recovery solutions with built in redundancy to ensure that component failure does not compromise user performance.

Service during any dispute

In the unlikely event of any dispute arising between us for any reason, we will continue service to you until the first of either Notice having expired under the ASP agreement or your having obtained alternative services whichever is the earlier. At all times the client maintains ownership of his data and any application software that is run on his behalf at the data centre. On termination of the agreement and at any time beforehand this data will be returned to the client in CD format or in such other manner as determined by the parties. When the Client is terminating the service contract with due notice and generally complying with the arrangements detailed under the Service Agreement then the return of such data will be FOC to the client. Otherwise a service charge will be levied at £30 for each CD, or equivalent volume of Data.