(571) 350-9590
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As of January 1, 2020
Data Research Group Corp 233 East Davis Street, Suite 400 Culpeper, VA 22701 http://www.datarg.com Contact Information Matthew Hudson ([email protected]) (800) 381-1773 option 1
Terms/Conditions
This SLA does not apply in circumstances that could be reasonably said to be beyond the Supplier’s control. For instance: floods, war, acts of God and so on. This SLA also does not apply if the client is in breach of its contracts with the Supplier for any reason (e.g. late payment/fees). The Supplier aims to be helpful, professional, and accommodating at all times, and will do its absolute best to assist the Client wherever. Uptime Levels & Response In order to enable the client to accomplish its mission and purposes, DRG will ensure that the uptime of the production instance is maintained at 99.9+%. This responsibility only extends to the software load and hosting environment. It does not extend to the integrity of the computer hardware or network within the Client’s organization. Uptime is measured to the nearest minute, based on the number of minutes in a given month (44,640 min in a 31-day month). DRG will respond to production instance problems with services or site rendering within a 2-hour response time from the point of Client notification between normal business hours (9:00am – 5:00pm), Monday through Friday, excluding holidays. The response time on weekends and holidays will occur inside of 12 hours from the point of client notification. The Supplier is deemed to have responded when it has replied to the Client’s initial request in writing confirming the issue. This may be in the form of an email or telephone call, to acknowledge DRG’s additional investigation, provide a solution, or request further information. Guaranteed response times only apply to reported items through our support forums in ZenDesk support or a direct call to our support team. Resolution Times The Supplier will always endeavor to resolve problems as swiftly as possible. It recognizes that the client’s IT systems are key to its business and that any downtime can cost money. The Supplier is unable to provide guaranteed resolution times. This is because the nature and causes of problems can vary enormously. In all cases, the Supplier will make its best efforts to resolve problems as quickly as possible. It will also provide periodic progress reports through scheduled status meetings to update the client. Right of Termination DRG values the business of its clientele and believes that our product is better than all other competitors in the same market space. As such, DRG extends a simple month to month hosting contract to our customers. If you would like to separate from our platform, simply inform us in writing with 30 days advanced notice. Clients who have undergone the conversion process on the basis of a defined conversion date that is mutually agreed upon, will owe DRG for conversion costs. Presumed Consent By continuing quarterly payments as expressed herein, the Client agrees to continue to engage Data Research Group Corp as the selected vendor for hosting in Union Fusion. The Client gives consent to the recurring hosting costs, ECS costs, and the custom request charges outlined by the SLA herein as an accurate cost structure for billing against the continued hosting in our SaaS (Software as a Service) environment. Payment Terms & Custom Requests Payment Terms DRG extends to its Union Fusion customers the opportunity to pay off conversion costs across an entire year to accommodate our customers and their budgets. Monthly hosting costs are billed quarterly in advance of each quarter. All invoices sent have a net payable of 15 days. Recurring Hosting (SLA-Related) Payments In exchange for the services listed in this Service Level Agreement for the dates specified, the Client agrees to pay the agreed upon hosting fees in the related estimate. |
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