Connect & Fix Service Level Agreement

Revision Date: October 25, 2019

This Service Level Agreement (SLA) is a part of, and refers to, the Corporate Armor License Agreement (LA) between You and Corporate Armor for the Software Products provided by Corporate Armor.

Definitions

Service Period.

The period during which Your Corporate Armor Connect & Fix Account is licensed (valid Hosted Service subscription for Your Server Licenses).

Service Level Commitment on the Hosted Service

Corporate Armor is committed to providing a reliable, high-quality network to support its network services (Hosted Service). We endeavor to ensure that the Hosted Service is available at least 99.95% during the calendar year.

Scheduled Maintenance

Scheduled Maintenance shall mean any maintenance performed by us. We will notify You via email at least 48 hours in advance of any Scheduled Maintenance. We agree to make reasonable attempts to perform Scheduled Maintenance during historically low-use hours based on average use by our Customers. We reserve the right to occasionally perform Emergency Maintenance, of which You will be informed by email less than 48 hours in advance.

Standard Support Services Provided by Corporate Armor

Corporate Armor Headquarters team are available to assist You with sales inquiries, technical issues, or other questions. Please contact us anytime via live chat, email, or phone. To deliver the best customer support service, we always try to appoint the most appropriate associate to You, according to Your location, and other preferences. Support will be provided in the English language.

Working Hours.

Weekdays (9:00am – 6:00pm EST, except Jan 1, Memorial Day, July 4, Labor Day, Thanksgiving [US], Day after Thanksgiving, and December 25).

Standard Response and Resolution Times

The table above indicates the Standard Response and Resolution Times for support services provided by the Corporate Armor and ISL Online Headquarters.

Disclaimer.

We do not provide support for other things than Corporate Armor Connect & Fix software, e.g. server maintenance, operating systems, and general computer errors. While our expert tech supporters always do their best to assist You and sometimes help with issues unrelated to Corporate Armor Connect & Fix, please understand that such issues are beyond the scope of our support.

Reporting an Outage or Failed Service

You agree to notify us immediately if You suspect the Hosted Service is unavailable or if You notice any other outage or failed service.

Issues can be opened by telephone or by Live Chat from Corporate Armor’s official website during working hours. When You reach an operator from Corporate Armor Headquarters Customer Care team, You need to provide: (a) Your Corporate Armor Connect & Fix Account’s username and contact information; (b) the date and beginning time of the outage or failed service; and (c) a brief description of the characteristics of the claimed outage or failed service. The issue will be considered as opened when You receive a written confi­rmation and the issue request ID from the operator.

Depending on the nature of the issue and for the successful diagnosis and / or resolution of the issue it might be necessary for You to provide us with some further information, or for us to arrange a remote desktop debugging session with You.

Acceptable Use Policy

If a Corporate Armor Connect & Fix Account is used for illegal purposes or any operation that might be harmful to Corporate Armor, we reserve the right to terminate Your service without notice. We prefer to advise customers of inappropriate behavior and any necessary corrective action, however, flagrant violations of the Acceptable Use Policy will result in immediate termination of service. Our failure to enforce this policy, for whatever reason, shall not be construed as a waiver of our right to do so at any time.

Modifications

We reserve the right to change or supplement this SLA at any time. Any changes will be posted to this website along with the effective date. We urge you to monitor this website to stay abreast of any changes. In the event that the modi­fications materially alter your rights or obligations hereunder, we will make reasonable efforts to notify you of the change. Your continued use of our products and services after the revised SLA has become effective indicates that you have read, understood and agreed to the current version of this SLA.

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