Prelude Hosted Desktop Service Level
Application Uptime: We offer a 99% uptime guarantee excluding Scheduled Maintenance. In any month, should the uptime fall below the guaranteed level, one calendar day pro-rata fees shall be rebated and a further subscription day shall be rebated for each 1% point where the average uptime falls below the guaranteed level. The maximum rebate in any one month shall be limited to one month’s fees.
Scheduled Maintenance: Scheduled maintenance means any maintenance on the service, where you are notified 48 hours in advance by a posting on the service web site or by telephone, email or fax. We will advise you of the nature of the work and the expected duration which, where possible, will be performed during a standard maintenance window from 23:00 hours to 08:30 hours GMT.
Time to fix: We do not expect to need to make any fixes except as set out under Scheduled Maintenance above. However, should the need arise, the data centre is manned by technically trained staff who are continuously monitoring our equipment 24 hrs per day, 7 days per week including bank holidays. We expect them to respond and start to remedy any event within 15 minutes of its occurrence.
Security breach: We do not anticipate any such breach. Internet traffic to and from our servers is continuously monitored and filtered using the latest anti-virus and anti intrusion hardware and software. If there is any failure we will as a matter of course rectify and cleanse the data and we will use all reasonable efforts to inform you by message, email and/or telephone as seems most appropriate to us at the time and confirm to you when normal services have been resumed.
Capacity: The system architecture is sized to comfortably exceed peak user demand and is readily scaled to match the growing needs of the business. The design includes fail over recovery solutions with built-in redundancy to ensure that component failure does not compromise user performance.