Effective Starting: Jan 02, 2019
This Service Level Agreement (“SLA”) describes our service commitment to you and your rights to compensation in the event of a service failure as described bellow.
Please read this SLA carefully and ensure that you understand it. You will be required to read and accept this SLA when signing up for an Account. If you do not accept and agree with this SLA, you must stop using Our services immediately.
We will make the IQuatro Services available 99.9% of the time each month. If IQuatro’s Monthly Uptime Percentage is below 99.9% in a given calendar month, then you will be eligible to receive a Service Credit as described in Section 3 below.
To receive a Service Credit, you must submit to IQuatro Customer Support within thirty (30) days from the time you become eligible to receive the applicable Service Credit. Such submission must include: (a) “SLA Claim” as the subject of the ticket; (b) the dates and times of Unavailable Time for which a credit is being claimed; (c) any documentation of the applicable outage. Each Service Credit will be applied to future amounts payable by you in connection with the applicable Service. No refunds or cash value will be given. Service Credits may not be transferred or applied to any other IQuatro account.
Notwithstanding anything to the contrary, no Unavailable Time shall be deemed to have occurred with respect to any unavailability of the IQuatro Services, that (a) are caused by factors outside of IQuatro’s reasonable control, including, without limitation, any force majeure event, telecommunications provider-related problems or issues, or Internet access or related problems occurring beyond the point in the network where IQuatro maintains access and control over the IQuatro Services; (b) result from any actions or inactions of you or any third party (other than IQuatro’s agents and subcontractors); (c) result from any Customer Application(s), equipment, software or other technology and/or third party equipment, software or other technology (except for equipment within IQuatro’s direct control); or (d) occurs during IQuatro’s scheduled maintenance for which IQuatro will provide at least twenty-four (24) hours prior notice; or (e) problems or issues related to alpha, beta or not otherwise generally available IQuatro features or products (collectively, the “Exclusions”).
This SLA states IQuatro’s sole and entire liability to you and your sole remedy with respect IQuatro’s failure to meet the Monthly Uptime Percentage.
We may change this Service Level Agreement from time to time. Any changes will be immediately posted on Our Site and will be effective as of the published Effective Date.
If you are and existing customer and we make a material change to the Service Level Agreement, we also may notify you in advance of the change using email or other means.
We recommend that you check this page regularly to keep up-to-date.
If you would like to know more about our full terms and conditions please visit the legal section, or alternatively contact us by email at enquires@iquatro.co.uk, by telephone on +44 01202 069722, or by post at Clifton House,10 Poole Hill, Bournemouth, England, BH2 5PS.