Service Level Agreement (SLA)

To give our customers peace of mind every website deployed using our platform is covered by our unique service level agreement (SLA) detailed below

• Support for configuration questions after initial training session 
• Support for general datasite usage questions
• Website hosting performance guarantee 
• Website disaster recovery guarantee
• Troubleshooting, bug fixes and datasite upgrades  

1. Your Datasite shall be fully available for use a minimum of 99% of the time each month (excluding planned maintenance).Website availability is defined as the ability to retrieve the HTTP headers from the website  - please review our server monitoring services for more details
   
2. Versatilia shall ensure appropriate 24 x 7 x 365 monitoring of all datasite HTTP headers including accurate and effective means to identify, diagnose and escalate faults.  
3. Wherever possible planned maintenance will always take place outside of usual business hours
4. Your datasite will be backed up each day to a different data centre location - back ups can be provided to your own location by agreement 
5. In the event of server failure we will provide a full restore facility from latest back up on an alternative server within 6 hours
   
6. Inclusive hosting is provided on the basis that your website activity does not exceed 5 page requests per second - if traffic is higher then we will discuss an upgraded hosting package (additional cost) to ensure your site responds within than recomended guidelines

6. Versatilia will make support available via the internet, email, live chat and telephone
7. Users are expected to access online help (Support Wiki) before contacting the support desk in person
8. Support requests should be made at www.versatilia.com/support or emailed to support@versatilia.com
9. All support requests will be acknowledged, ticketed and given an estimated response time within 1 hour of receipt
10. Versatilia shall also make a telephone support desk available to the customer between the hours of 9:00am and 6:00pm GMT
11. Versatilia will provide free weekly online training seminars  
12. Versatilia’s response time to technical support issues depends on the urgency of the enquiry.Versatilia acting reasonably, shall assign high priority to customer enquiries related to server unavailability.  These issues shall be addressed first upon notification from customer.The time to respond shall be impacted by the level to which research and testing may be required under the circumstances

11. A minimum of 4 functionality updates will be provided each year to the datasite framework
12. A dedicated forum will be provided for users to suggest new functionality required 
13. Updates are automatically installed but with new features turned off by default
14. Full details of update functionality upgrades will be provided in our online Knowledgebase