This page defines the specific services for the Client that the Company will provide and describes the Services to be provided all as more specifically described in this schedule below:
a. Customer Support
b. Monitoring and Reporting
c. Backup Services
d. Data storage details
The customer service help desk will be available to accept, and work on support e-mails sent to intelligence@ActiveXchange.org between the hours of 0830 and 1700 Monday through Friday excluding Public Holidays (EST). Support will also be available within the platforms through the LiveChat function between the same hours.
Customer support response times
The Company shall provide the following response times to e-mails (calls) received:
Temporary fixes will be suggested and made at the earliest possible time, reflecting the severity and complexity of the problem. These will then migrate to a permanent fix in the time frames specified above.
Support email - severity and impact guidelines
When Client logs a support email (call) with the Company, impact and severity will be assigned to the email (call) by the Company using the following guidelines.
Impact: the extent the problem would have on Client’s business continuity (reflecting number of people affected):
Severity: how severely the Client’s business is impacted.
The email (call) logging system automatically escalates based on the time that an email (call) remains in a particular status & impact/severity. Escalation levels:
1. Support analyst notified
2. Support analyst and team leader notified
3. Support analyst, team leader and support manager notified
4. Support analyst, team leader, support manager and director notified.
Client can request escalation by contacting the Company’s customer support within Service Hours. All requests will be logged and overseen by a director level member of staff.
The Company will ensure that backups are performed on a minimum weekly basis.
Recovery times: all details of data and server back-ups are defined in the Annex 2 to this Service Level Agreement.
Online server availability will be in line with the service levels specified by the company contracted by the Company. Server specifications covering online availability are defined in Annex 1 to this Service Level Agreement.
The Company develops and maintains the platform in a domain hosted on a dedicated web based server. The Client has access to the platform through a secured login process based
on their privileges.
The Company takes all reasonable steps within its control to maintain the functionality and
performance of the tool and ensure the security of the data stored within the platform. The following sections shed light to the server specifications and data protection and recovery policies of the Online Hosting Provider (OHS) through its terms and conditions.
The transaction log backups generally occur every 5 - 10 minutes and differential backups generally occur every 12 hours.
Transparent data encryption for SQL Database.
Transparent data encryption (TDE) helps protect SQL Database against the threat of malicious activity. It performs real-time encryption and decryption of the database.