ECMS Horizons
 
 

Service Level Agreement

Response Time Commitment

eCommunities endeavours to respond to support requests created via the Trouble Ticket system within ECMS, or emailed directly to support ( support@ecommunities.ca ), within a period of 30 minutes during regular business hours. Outside of business hours or during public holidays response times my vary, but we remain committed to providing a high level of service to all customers at all times.

Guaranteed ECMS Platform Availability

eCommunities guarantees 99.99% ECMS platform availability (Availability) in each calendar month. Availability is defined by successful access to the ECMS Horizons Platform Status Page ( http://www.ecommunities.ca/Platform-Status/ ). Credits In the event that there is no Availability for a period in excess of 99.99% of any calendar month, eCommunities will credit its clients at their request, at the rate of 5% of their current monthly subscription fees for every 30 minutes in excess of 99.99% Availability in the given month. The credit shall not exceed the value of one month of the clients current monthly subscription rate.

Exclusions

Credits shall not be provided in the event that there is no Availability resulting from:

  1. Scheduled maintenance,
  2. Customer behaviour or the performance or failure of Customer applications, or
  3. Circumstances beyond eCommunities’ reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labour disturbance, interruption of or delay in transportation, unavailability of interruption or delay in telecommunications or third party services (including DNS propagation).

eCommunities is not responsible for any additional loss and/or damage as a result of limited or no Availability. While eCommunities attempts to keep regular backups of data stored on our systems, eCommunities does not guarantee the existence, accuracy, or regularity of its backup services and, therefore, the client is responsible for making backups of data. eCommunities does not guarantee that its backup procedures will prevent the loss of, alteration of, or improper access to our clients' information.

Claims Procedure

All requests must be made within seven (7) days following the end of the month in question. Reclamations must include the starting time of the unavailability, the time when services came back to normal and at least 3 browser screen shots taken during the unavailability. Any incomplete reclamation request will be discarded. The request will be processed within 15 business days following its reception.

 

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