This Service Level Agreement (“SLA”) covers performance guarantees for our online backup and provision of bandwidth services for Business Users and is made between Datacom Telecommunications Limited (“DTL “, “we”, “us”, “our”) and you (“User”, “you”). Defined terms have the same meaning as in the Terms and Conditions (where applicable).
Datacom may change the terms of this Service Level Agreement at any time by posting a revised version on its website. Notifications of updates will not be made directly to any individual or company. Continued use of the Services shall be deemed to constitute acceptance of any updates. The Datacom data centres are architected to deliver the system uptime, security and reliability set out in this SLA.
SERVICE AVAILABILITY GUARANTEE
We offer a 99% uptime guarantee (excluding Maintenance and Exclusions as defined below and subject to the paragraph headed “Force Majeure”). If downtime exceeds this figure, we will refund 5% (five percent) of the User’s base monthly recurring fee per full hour of downtime, up to a monthly maximum of 100% (one hundred percent) of the base monthly recurring fee.-
DISASTER RECOVERY GUARANTEE
In the event of a major data loss by the User involving the loss of entire servers and their contents, where such servers and files are legitimately backed up on the Datacom System, we will make reasonable efforts to provide assistance to the User in order to restore the system to its original operational state. We will provide such support as is reasonably necessary to work with the User or its suppliers in order to ensure that system files and data files are restored to any replacement hardware subject to the condition that such replacement material is correctly configured, specified and available. There may be a charge for this service, which shall be agreed between Datacom and the User prior to such service being provided.