Service Level Agreement
Server Hardware Replacement
Visionary Technologies Company (ETS) guarantees to replace any failed/faulty server hardware components provided by Visionary Technologies Company (ETS) at no cost to the client within 24 hours of problem identification. If Visionary Technologies Company (ETS) take more than 24 hours to replace faulty hardware after identification then Visionary Technologies Company (ETS) will credit 5% of total monthly fees.
Disclaimers and Warranties
All SLA claims must be filed by opening a helpdesk ticket through our client portal within 7 days of the incident. The helpdesk ticket must include all relevant information including server name, IP address, full description of the incident and any logs (if applicable). All SLA credits will be issued as service credits against future invoices.
Network downtime is measured from the time the network is 100% unreachable until connectivity has been restored. Any scheduled downtime or network maintenance will not apply towards this downtime calculation. The 99.9% Network Uptime guarantee does not apply to any software or services running on a client's server, nor to any hardware within a client's server.
Clients currently in arrears for services do not qualify for SLA claims. Clients participating in malicious or aggressive activities thereby causing attacks or counterattacks, do not qualify for SLA claims and shall be in violation of the AUP.
Visionary Technologies Company (ETS) WILL HAVE NO LIABILITY WHATSOEVER FOR ANY CLAIMS, LOSSES, ACTIONS, DAMAGES, SUITS, OR PROCEEDINGS RESULTING FROM: (i) OTHER Visionary Technologies Company (ETS) CUSTOMERS OR THIRD PARTIES ACCESSING CUSTOMER'S DATA OR ASSIGNED COMPUTERS; (ii) SECURITY BREACHES; (iii) EAVESDROPPING; (iv) DENIAL OF SERVICE ATTACKS; (v) INTERCEPTION OF TRAFFIC SENT OR RECEIVED USING Visionary Technologies Company (ETS) 'S SERVICE; (vi) CUSTOMER'S RELIANCE ON OR USE OF THE SERVICE; (vii) MISTAKES, OMISSIONS, INTERRUPTIONS, DELETIONS OF FILES, ERRORS, DEFECTS, DELAYS IN OPERATION, OR OTHER FAILURES OF PERFORMANCE OF THE SERVICE; (viii) THE ACCURACY, COMPLETENESS, AND USEFULNESS OF THE SERVICE; OR (ix) LOSS OF DATA OR LOSS OF ACCESS TO DATA.
Visionary Technologies Company (ETS) 'S LIMITATIONS AND EXCLUSIONS OF LIABILITY APPLY EQUALLY TO Visionary Technologies Company (ETS) 'S OFFICERS, EMPLOYEES, AGENTS, CONTRACTORS, REPRESENTATIVES, SUPPLIERS, SUBSIDIARIES, PARENTS, AND AFFILIATED COMPANIES.