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Breakthrough Data Innovations is committed to providing you with
superior service and support. Our service level agreement (SLA)
provides uptime guarantees if you have ordered an on-line data
management solution and your account is in good financial standing.
System Uptime Guarantee
Breakthrough Data Innovations guarantees a 99.9% uptime excluding
scheduled maintenance of 30 minutes per month and prior notified upgrades.
Credits
In the event that there is service outage*, Breakthrough Data Innovations
will credit the monthly service charge for the following month's service
as calculated below and as measured 24 hours a day in a calendar month,
with the maximum credit not to exceed 25% of the monthly service charge
for the affected month.
| Server Availability | Credit |
| 98%-99.9% | 5% |
| 96%-97.99% | 10% |
| 90%-95.99% | 15% |
| 89.99% or below | 25% |
*Service outage means any outage in which customers are unable to
access their data, due to a failure in Breakthrough Data
Innovations systems.
Breakthrough Data Innovations will ONLY be held responsible for its
systems and not for general conditions on the Internet. Delays that
occur outside Breakthrough Data Innovations' systems caused by backbone
failures/congestion, interruption of or delay in transportation,
unavailability of, interruption or delay in telecommunications, or
third party services (including DNS propagation) resulting in degradation
of service and high packet loss or similar conditions, cannot be guaranteed
by Breakthrough Data Innovations.
Service Credit Request Procedure
In order for you to receive a credit on your account, you must request
such credit within 72 hours after you experience service outage.
You must follow these steps:
- Request made by email to support@BDIWeb.net
- Include all support ticket numbers in your email
- Include your account number and your full address as shown on your invoices
- Dates and times of unavailability of your service and any additional information
Credits will usually be applied for the following month's service within
30 days of acceptance of the request. Credit to your account shall be the
sole and exclusive remedy in the event that there is a service outage.
Claim Review Process
All claims must be submitted via email to
support@BDIWeb.net.
Claims will be acknowledged within two business days and reviewed within
ten business days of receipt. Upon coming to a decision, the customer will
be notified via email whether the appropriate service credit will be issued
on the next invoice.
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