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SLA
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SLA
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Service Level Agreement Introduction
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This document outlines the basics terms of service for Issupport. |
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IMPORTANT NOTICE: *All Payments To Issupport.net ALSO REFERRED here as Issupport.net
Are Non-Refundable* |
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Issupport.net ("The Company") agrees to furnish services to the Subscriber, subject
to the following TOS (Terms of Service).
Use of Issupport.net Service constitutes acceptance and agreement to Issupport.net's
AUP as well as Issupport.net's TOS (Terms of Service).
All provisions of this contract are subject to the TOS (Terms of Service) of Issupport.net.
and AUP (Acceptable Use Policy). The AUP may be changed from time to time at the
discretion of the Company. Subscriber understands that change to the AUP by the
Company shall not be grounds for early contract termination or non-payment.
This Agreement shall be construed in all respects in accordance with the laws of
United States of America.
Key Components Response Time to Critical & Non-critical Support Requests:
Critical Support Requests are handled as quickly as possible, with response times
ranging from 10 minutes to 4 hours.
Non-critical support requests are handled on a case-by-case basis, with a response
time from within 1 hour to within 1 business day. |
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Contract term |
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Contract is month to month and will renew automatically, unless termination of service
notice is received at least 15 days prior to end of month. Definitions and Disclaimers |
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Appropriate Access Rights |
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Issupport requires administrative (super user, root, administrator) access to the
servers in order to provide server administration.. |
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Issupport must also be authorized to contact the data center personnel responsible
for hardware maintenance and technical support. |
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Availability of Access |
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Issupport is not responsibile for the current status of Internet latency or reliability
with regards to having access to the servers being managed. |
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If a geographic condition exists - denial of service attack, virus, high data traffic
- whereby the staff of Issupport cannot access the servers, services can not be
rendered and Issupport cannot be held responsible for action or inaction related
to the contracted services. |
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Applications |
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Issupport can only be held accountable for the basic services on your server and
other applications that we are notified of and agree to manage.
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Compensation Availability
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Compensation is only available to clients with current contracts and no outstanding,
non-disputed, bills |
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Compensation Application
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Compensation will be applied based on the current month's invoice.
Compensation for items covered by the service level agreement will be applied to
the grand total of the monthly invoice.
This means any discounts or refunds for service level agreement items will be applied
after any other discounts, credits, or refunds are applied.
Discounts for service level agreement items are cumulative unless otherwise noted.
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Compensation Limits: |
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Issupport will not compensate more than fees paid or invoices generated. This means
Issupport can provide no more than 100% credit. |
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Compensation Requests |
Applying the Service Level Agreement
The application of the service level agreement is based on written notification
via email, mail, or fax.
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Response Time vs. Resolution Time:
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It is critical to understand that response time and resolution time are separate
and distinct the majority of the time.
Response time is the time it takes to return contact to you and start working on
the resolution.
Resolution time is the date and time a given problem is resolved or question answered.
Because of the potential for 3rd parties and unknown situations, Issupport.net cannot
provide a guaranteed resolution time when dealing with critical events or down systems.
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Service Level Agreement Document: |
Isupport.net will only honor the most current Service Level Agreement Document.
If you are not sure you have the most current document please contact us.
Customers will receive at least 30-day notification of changes to the service level
agreement document. |
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System Down Time: |
Issupport.net is responsible only for operating system of servers it is contracted
to manage.
Issupport.net must be notified of all applications that are required to function
in order for the system to be declared "in working order."
Issupport.net cannot be held accountable for system down time caused by 3rd parties
including the client, hardware failures or connectivity issues.
Issupport.net will further take all reasonable actions to assist the customer in
restoring their server to a online state, if such a situation were to occur.
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Statement of indemnity:
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By submission of payment and data, client shall release, indemnify, and hold harmless
issupport.net, its agents and employees from and against any and all claims, lawsuits,
damages or liability of any kind which might arise from work performed by Issupport.net
under the terms of this SLA. |
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Statement of Work |
Billing Policies and Procedures: All bills will be due on the 1st
of each month.
Billing questions or problems should be reported to our accounting department by
emailing billing@issupport.net |
Failure to Pay:The Company may temporarily deny service or terminate
this Agreement upon the failure of Subscriber to pay charges when due. Such termination
or denial will not relieve Subscriber of responsibility for the payment of all accrued
charges, plus reasonable interest and any collection fees. |
Refund and Disputes: All payments to Issupport.net are nonrefundable.
This includes any setup fees and subsequent charges regardless of usage. Payments
that fall under The Company's "30 Day Guarantee" are refundable under the terms
set in said guarantee. All overcharges or billing disputes must be reported within
60 days of the time the dispute occurred. If you dispute a charge to your credit
card issuer that, in Issupport.net's sole discretion is a valid charge under the
provisions of the TOS and/or AUP, you agree to pay Issupport.net an "Administrative
Fee" of not less than $50 and not more than $150.
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Contract Term |
Contract is month to month and will renew automatically, unless termination of service
notice is received at least 10 days prior to end of month.
Termination of service notices must be sent in writing via email or postal mail
or fax, 10 days prior to anniversary date.
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Contact Information |
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Mailing Address: |
Issupport.net
Suite 110
1717 Park Street
Naperville, IL 60563
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