AC10 Hosted Services

Term of the Service Level Agreement (SLA)
OCi Systems maintains the rights to revise this SLA without prior announcement. This SLA has no expiry date and will be valid until a new version of the SLA is in place. The SLA will be reviewed on a periodic basis in order to incorporate any new circumstances into the document that were not yet know or available at the time the previous version of the SLA was drafted. A new version of the SLA will be subject to the procedures defined in the General Terms and Conditions.

SLA: 95% uptime guarantee, except during scheduled maintenance or denial of service attacks.

Exclusion Policy to SLA
> Issues that result from user not following the guidelines described in the User Guide.
> Issues that result from user equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control).

Acceptable Use Policy
> No probing or scanning, testing the vulnerability of any system or network;
> No breach or otherwise circumvent any security or authentication measures;
> No interference with or disrupt any user, host, or network.

Scheduled Maintenance
To guarantee optimal performance of the servers and technology, Company will perform routine maintenance on the servers on a regular basis. Such maintenance often requires taking Company servers off-line. Company reserves server unavailability for maintenance purposes. This server unavailability is not included in downtime calculations. The maintenance typically is performed during off-peak hours.

Server Storage
Each Customer is allotted a fix amount of storage based on their terms of contract. The servers may stop accepting, processing, or delivering data when storage is exceed. If this occurs the Company shall not be held responsible for such unavailability or data loss.

Ownership of Data
All Data within user’s database is their property. If required by legal law, OCi Systems will provide access.

Data Integrity
Company employs sophisticated redundant techniques to ensure the integrity of the data on its servers; the data is written to prevent data loss in the event of hardware failure. Backups are performed on a weekly basis and kept 3 backups rolling.
In the event of data corruption, hardware failure or other data loss, Company will make an effort to restore lost or corrupted data from server backups. In the event that the Customers request a copy of data, there will be a nominal charge for this request.

Data Retention
Company shall not archive Customers data after account is terminated from its production servers. A one-time service to provide a backup copy of their data in original format.

Customer Responsibilities
To access the Company services customers must have a minimum broadband, DSL and/or cable internet connection. Genuine Operating System and software with updated service packs are require. For printing their system must contain the correct print drivers. Anti-Virus Software and Client firewalls must allow access to Company servers.

Helpdesk Support
Operating Hours: Monday to Friday, 8.30am – 5.30pm.

DDOS: Distributed Denial of Service.