The Records365 service is available to customers 24 hours per day, 7 days per week, 365 days per year.
From time to time the service may be impacted by maintenance windows. These windows will be communicated to customers via the Change Management process in advance and are not SLA impacting.
The Records365 Service is governed by a service level agreement (SLA) which is specific to you as a customer and forms part of your customer agreement.
The standard service availability, measured by Monthly Uptime Percentage for the Records365 service is 99.9%.
The method of calculation is shown below.
Any period of time when the Records365 portal is unavailable and the service is not in a maintenance window. Unavailable is defined as an end-user being unable to connect to the Records365 portal (see service limitations for details).
No service levels are offered around ingestion latency from remote content sources. However, RecordPoint will endevour to ensure that records are ingested continously at a reasonable rate.
The Monthly Uptime Percentage is calculated using the following formula:
(Service Minutes - Downtime Minutes ) / (Service Minutes) x 100
Service Credits are your sole and exclusive remedy for any performance or availability issues for any Service under the Agreement and this SLA. You may not unilaterally offset your Applicable Monthly Service Fees for any performance or availability issues.
Service Credits apply only to fees paid for the particular Service, Service Resource, or Service tier for which a Service Level has not been met. In cases where Service Levels apply to individual Service Resources or to separate Service tiers, Service Credits apply only to fees paid for the affected Service Resource or Service tier, as applicable. The Service Credits awarded in any billing month for a particular Service or Service Resource will not, under any circumstance, exceed your monthly service fees for that Service or Service Resource, as applicable, in the billing month.
If you purchased Services as part of a suite or other single offer, the Applicable Monthly Service Fees and Service Credit for each Service will be available for the least expensive element of the service as determined by us in our reasonable discretion.
|Monthly Uptime Percentage||Standard Service Credit|
The standard Service Level Agreement and any applicable Service Levels do not apply to any performance or availability issues:
The binary protection feature of Records365 is not intended to substitute, in any way, shape or form, backups of the binaries (i.e. Word, Excel documents) in the content source(s) that are being managed by Records365. It is the responsibility of the client to ensure that appropriate backup & restore capabilities are in-place to protect content in the managed content source(s).