Service Level Agreement
|One of the significant benefits of using the CICorporation hosting
services is the fact that you never have to pay for upgrades or system improvements. To
bring you these benefits, we usually schedule a weekly or biweekly late-night one-hour
maintenance in which we upgrade the existing application for minor enhancements. On or
around a quarterly basis, we usually have a major new release in which we add significant
new features to our service. These periodic major releases can take several hours, and we
will always notify you in advance of any unplanned downtime where possible. At all times,
we initiate these maintenance activities during the nonpeak 1 a.m. 4a.m. Pacific
time hours to minimize downtime.
Our current service-level objectives are as follows (expressed in Pacific time):
These percentages indicate our uptime objective. Thus, we expect our Services to be down less than 0.5% of the time during peak business hours (less than 1/2 hour per week) and to consistently meet these objectives. (In actual practice, our peak business downtimes have been far less than that, typically under 5 minutes per month, with the mutual fund-like caveat that past performance is no guarantee of future results.)
We recognize that you are entrusting us with your critical business information. While we securely manage your information for you in our bunker-like data center, it is always your data and your data alone, and you always have the ability to export your data files. We maintain this export capability because we know it is important for you to have the option of retrieving your data at anytime, from anywhere you want.
We know that providing you uninterrupted service is critical for our success. We also know that other factors can influence your ability to reach our service, like the ability of your Internet Service Provider (ISP) to keep you constantly connected to the Internet. That's why we have also developed the capability to provide you with a direct call-in line into NetLedger on a short-term basis if you need it due to problems with your ISP. If you ever need to access Oracle Small Business Suite when your ISP is not available for some reason, please call us immediately and we will provide you with dial-up instructions to help you reach our service.
If you have any questions, we welcome your calls at 1-800-319-3190