Service Level Agreement
Effective Date: 1 October 2019
SERVICE LEVEL AGREEMENT
Data entered by the customer that accumulate during use of System will be stored on a server in ISO 270001 certified storage facilities by Siteground.
The Vendor does not inspect or analyze the data entered by the customer, and therefore the Vendor does not have any awareness about the contents, quantity, value or use of your data. Further, the Vendor can have no knowledge about the correctness, validity, completeness or legality of the entered data.
The Vendor does not influence, process or transform the data that are entered by the customer.
The customer’s data will be handled with full confidentiality.
Entered passwords are never stored in plain text, but in an obfuscated way, which means that not even the Vendor has knowledge about them.
The Vendor guarantees an up-time of System of 99.9% per month. Additional interruptions in the customer’s local internet connection are outside of the Vendor’s influence.
The Vendor takes best commercial precautions to secure customer’s data against data loss. The Vendor stores daily, weekly, monthly and yearly backups of customer’s data in one off-site location, to which the Vendor has direct access.
The Vendor cannot exclude the possibility of accidental, catastrophic server problems. In such an event, the Vendor will employ best commercial efforts to restore the latest full and available backup and System within the shortest time possible. However, this recovery time can take up to 72 hours and the client will be regularly informed about the progress of restoration.
To allow the Vendor to continuously improve the System, the customer agrees to notify the Vendor about any observed irregularities in the performance of the System in a timely manner.
The System is provided “as is” and “as available” without warranty of any kind, express or implied, including but not limited to the warranties of merchantability, fitness for a particular purpose and noninfringement. In no event shall the Vendor or the authors or copyright holders be liable for any claim, damages or other liability, whether in an action of contract, tort or otherwise, arising from, out of or in connection with the software or the use or other dealings in the software. Without limiting the generality of the foregoing, the Vendor does not present or warrant that: (a) customer’s use of System will meet the customer’s requirements and (b) customer’s use of System will be uninterrupted, timely, secure or free from error.