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Service Level Agreement
Hostedware is committed to providing you with superior service
and support. Our Service Level Agreement (SLA) provides security,
service, support, uptime and performance targets to you.
Security
The data created by you is owned exclusively by you. Hostedware
will never use your data or make your data available to any third
party. Hostedware ensures the privacy of your data by utilizing
industry best-practices for security such as password protection,
data encryption and secure networks. Hostedware ensures the safety
of your data by making regular nightly backups for disaster recovery
purposes.
Data is stored using Microsoft SQL Server on state-of-the-art
Compaq file servers. The transfer of sensitive data, such as credit
card information, as appropriate, is accomplished over a secure
network using secure socket layers (SSL). Components of the system,
where technically feasible, are redundant and fault tolerant for
Hostedware's operations.
Service and Support
Hostedware will provide during 7:00AM–7:00PM Pacific Time on
Hostedware's normal business days, telephone and email customer
service support to you to assist in resolving problems, obtaining
clarification relative to our services and reporting suspected
defects or errors in our services.
Hostedware will diligently work for the prompt resolution of
defects and errors in our services, and will respond to you by
using a dedicated contact telephone number or email address for
each support call.
In the case of a system down condition attributable to Hostedware,
Hostedware may utilize other means of communication for reporting
of errors and conditions.
Hostedware will respond to and complete correction of errors,
defects and malfunctions, in accordance with the following schedule:
- Severity 1: Causes data corruption or system crash
or you cannot make effective use of our services;
- Severity 2: Feature does not work as documented, no
reasonable work around exists and you have a critical need of
the feature;
- Severity 3: Feature doesn’t work as documented but
a reasonable work around exists or you can wait for the next
release for a fix;
- Severity 4: Enhancement request.
Hostedware will make an initial response to a Severity 1 normal
maintenance call within two hours after receipt. Severity 1 calls
will be handled on a 24 hour by 7 day a week basis. Hostedware
will use reasonable efforts to provide a fix, work around, or
to patch Severity 1 bugs within twenty four (24) hours after the
bug is replicated by Hostedware and confirmed as a bug by Hostedware.
Provided that maintenance calls are received within Hostedware's
normal maintenance hours, Hostedware will make an initial response
to Severity 2 maintenance calls within four hours after receipt.
Hostedware will make reasonable efforts to provide a fix or work
around for Severity 2 bugs within three (3) business days.
Provided that maintenance calls are received within Hostedware's
normal maintenance hours, Hostedware will make an initial response
to Severity 3 maintenance calls within twenty-four (24) hours
after receipt. Hostedware will make reasonable efforts to identify
a resolution to Severity 3 bugs within thirty (30) days and to
incorporate Severity 3 fixes in the next upcoming release of the
product.
Provided that maintenance calls are received within Hostedware's
business hours, Hostedware will make an initial response to Severity
4 maintenance calls within twenty-four (24) hours after receipt.
Severity 4 issues will be dealt with on a case-by-case basis.
Customers agree to appoint one person as the principle point
of contact for the communication of bugs and errors to Hostedware
and for the receipt of bug and error fixes, work arounds and updates,
if any. Additionally, customers may appoint another person as
a back up of the principle contact.
Uptime Guarantee
The portions of our software application services which are
operated by Hostedware will have at least 99.4% uptime, as measured
monthly, excluding planned downtime. In addition, the portion
of our software application services operated by Hostedware will
not experience more than two outages (unscheduled downtime) of
more than two hours in any month.
Hostedware will notify you within one hour of any known and verified
unscheduled downtime of our services, and update the status to
you periodically until the service is back up. Hostedware will
immediately notify you when the service is restored.
Scheduled downtime will be no greater than four hours bi-weekly
and will happen at a regularly scheduled time during off-peak
periods. The current plan is for scheduled downtime to occur every
two weeks between 10PM and 2AM Pacific Time on Saturday evenings.
Actual scheduled downtime will normally not exceed thirty (30)
minutes. A mechanism will be put in place by which users are notified
of scheduled down time expected to be over one hour at least seventy-two
(72) hours before downtime occurs.
System Performance
Latency of any data from the time Hostedware's server receives
the request to serve such data to the time when Hostedware's server
begins to serve such data shall be less than or equal to three
seconds for most processes. High volumed data transfers, uploads,
downloads and reports are exceptions.
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I
"It's a great service.
Fast, effective and reasonably priced." 
"Due
to Hostedware's quality, delivery, attention to detail, courtesy,
and great patience, my company was able to advance a contract
with a critical customer, which will have a significant impact
on our sales and consequently, our ability to purchase additional
access codes from Hostedware."
"I
find the Hostedware staff very courteous, knowledgeable and
easy to work with. They have been proactive to my needs and
have met all my expectations of a quality survey provider."
"Hostedware
has created a user-friendly service that will revolutionize
social science research and cut dissertation data collection
time in half. 
"I
have found the Hostedware staff to be thorough and easy to
work with. The surveys themselves are clean and professional-looking,
and we have not had any technical problems.
"We
have completed our survey and it was a great success! We've
been able to acquire the results we were looking for and have
compiled fantastic statistics.