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Web Site Service Level Agreement

System Uptime - Users of our systems should expect at least 99.75% uptime (no more than 22 hours of downtime per year).

Circumstances beyond reasonable control – We are not responsible for downtime beyond our reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, earthquake, hurricane or other acts of God, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA.  Additionally, we are not responsible for downtime due to DNS issues outside our direct control including browser or DNS caching that may make your site appear inaccessible when others can still access it.

Normal Services Availability - Systems are available 24x7, with consideration for planned and unplanned system maintenance.

System Maintenance - System maintenance is typically scheduled for periods when there is low customer usage. This is typically late during the day on weekends, over holidays and in the case of the botanical industry, during the early winter. In most cases, these system maintenance windows will be performed outside of regular business hours (before 8 am and after 5 pm).

System Monitoring - All systems are monitored 24x7. Issues with systems deemed critical are addressed immediately by an on-call system administrator. 

Claims
In the event that there is network outage, CCI will credit the monthly service charge for the following month's service as calculated below and as measured 24 hours a day in a calendar month, with the maximum credit not to exceed 25% of the monthly service charge for the affected month. 

Website Availability

Credit

99.75%+

0

96.0% – 97.4%

10%

94.0%– 95.9%

15%

90.0%- 94.9%

20%

89.99% or below

25%

Outage Notification - users are notified at least 4 days ahead of time for a planned system outage or maintenance window by an email notification and postings to a support-related Twitter feed. In certain situations we may go ahead with an outage with minimal (same-day) notification, if it necessary due to a critical security vulnerability.

Access Ban - In order to minimize the threat of brute force password attacks, after three failed login attempts to any administrative portal, we will block all traffic from the originating IP address for a 5 minute period. After three further failed login attempts, the IP address will be banned for 24 hours. If this is due to unintentional error, please contact Clarity Connect, (919) 577-9901 or email support@clarity-connect.com to request that a system administration remove the access ban.

Account Security – The customer is responsible for maintaining the security of their account and account credentials (username/password).