Service Level Agreement for Server Uptime

We guarantee our servers have an availability of at least 99.8% calculated on a monthly basis.

Server SLA Exclusions

Outages caused by the factors listed below are exempt from the conditions of this service agreement. Please note that these items fall into one of two categories; they are either beyond our control, or necessary system maintenance.

Scheduled Network Maintenance

Scheduled network maintenance windows are scheduled to minimize business impact and customers are notified about it automatically when logging on to the system. During a maintenance window, service may be interrupted for no more than a total of 2 hours. Scheduled service outages may happen frequently, however the total downtime will never be more than 2 hours per month. We will do everything possible to minimize and avoid downtime during such maintenance.

Hardware Maintenance

On rare occasions, we may need to replace hardware. We will do everything possible to minimize any downtime in these situations. Customers will receive notification of hardware replacements that are expected to impact the service no less than 24 hours in advance of scheduled replacements. Any downtime incurred as a result of this maintenance will not be counted towards our SLA. We will attempt to scheduled hardware maintenance during weekends with as low impact as possible for customers.

Technical Support

Outpost24’s technical support is staffed 24/7 throughout the year. Support calls/emails will be answered promptly. Outpost24 provides support on the following products:

• OUTSCAN
• OUTSCAN PCI
• OUTSCAN WAS
• HIAB
• HIAB WAS

For the HIAB hardware there is a 3-year warranty with on-site service and second business day response.

Support incidents are assigned with a ticket. Critical deficiencies shall be verified by Outpost24 within three (3) business days and remediated within two (2) weeks following that verification.