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Service Level Agreement

NetFacilities is committed to providing our customers with unparalleled availability for our online business applications. We recognize that you need to have our service available whenever you want or need to do business, and we strive to consistently exceed our service level commitments.
One of the significant benefits of using the NetFacilities applications is the fact that you never have to pay for upgrades or system improvements. To bring you these benefits, we usually schedule a weekly or bi-weekly late-night two-hour maintenance in which we upgrade the existing application for minor enhancements. This late-night maintenance usually occurs on Wednesday evenings. On or around a quarterly basis, we usually have a major new release in which we add significant new functionality to our service. These periodic major releases can take several hours to release, and we will notify you in advance of any unscheduled maintenance where possible. These periodic major releases usually occur on Friday or Saturday evenings. All scheduled maintenance occurs during the non-peak 11 p.m. to 4 a.m. Pacific Time hours to minimize the impact on your business.
Our current service level objectives are as follows (expressed in Pacific Time, GMT -08:00):
Timeframe
Week Days (Monday to Friday, 4 a.m. to 11 p.m.)
Weekend Days (Saturday to Sunday, 4 a.m. to 11 p.m.
Week Nights (Monday to Friday, 11 p.m. to 4 a.m.)
Weekend Nights (Saturday to Sunday, 11 p.m. to 4 a.m.)
Uptime Goal %
99.5%
99.5%
99.0%
90.5%
These percentages indicate our uptime objective. Thus, we aim to be down less than 0.5% of the time (less than half an hour a week) during the 4 a.m. to 11 p.m. Week Day time periods, and have consistently met these objectives.
We recognize that you are entrusting us with your critical business information. While we securely manage your information for you in our bunker-like data center, it is always your data and your data alone, and you always have the ability to export your data into an IIF file or a Comma Separated Value (CSV) file from our applications. We created this export capability because we know it is important for you to have the option of retrieving your data at any time, from anywhere you want.
We know that providing you uninterrupted service is critical for our success. We also know that other factors can influence your ability to reach our service, like the ability of your Internet Service Provider (ISP) to keep you constantly connected to the Internet. That’s why we have also developed the capability to provide you with a direct call-in line into NetFacilities on a short-term basis if you need it due to problems with your ISP. If you ever need to access NetFacilities applications but your ISP is not available for some reason, please call us immediately and we will provide you with dial-up instructions to help you reach our service.
If you have any questions, please do not hesitate to call us at 1-562-437-3000