Service Level Agreement

This Service Level Agreement (SLA) applies to you ("Customer") if you currently hold an account with any of the hosted Internet services provided by Enlightened Technology (the "Services") and your account is current and not past due.

We are committed to providing our Customers with unmatched availability of our hosted Internet Services. We recognize that you need to have our Services available whenever you want or need to do business, and we strive to consistently exceed our service-level commitments. Enlightened Technology shall use commercial best effort to provide continuous and consistent Service with respect to this SLA. Enlightened Technology reserves the right to change the terms of this agreement at any time. The updated SLA shall be posted here.

  1. Maintenance. One of the significant benefits of using Enlightened Technology hosted Internet Services is the fact that you never have to pay for new software versions or system improvements. To bring you these benefits, we usually schedule a monthly late-night maintenance in which we upgrade the existing systems with enhancements and other updates. From time to time, we also schedule emergency maintenance usually in response to security concerns. We typically initiate these maintenance activities during the non-peak 9 p.m. to 5 a.m. U.S. Central Standard Time hours to minimize downtime. For non-emergency maintenance, you will receive at least a two (2) day notice. For emergency maintenance, you will receive at least a twelve (12) hour notice. We also reserve the right to perform immediate emergency maintenance without any prior notification, should it be deemed absolutely necessary to protect and maintain the security of the Service.
     
  2. Technical Support.
     
    1. E-mail support is offered 24x7x365 and is available at Support@etgroup.net.
       
    2. Phone support is offered 24x7x365 and is available at 972.403.8825.
       
    3. When contacting technical support, please include in your message your account name, a complete description of the problem, and the exact error messages, if any. This will help us fix your problems quicker.
       
    4. Technical support assigns the highest priority to inquiries related to the unavailability of the Service and we address these immediately upon notification. However, it may take some time to resolve the issue, so you may not receive an immediate reply.
       
    5. Prior to reporting any connectivity problems, Customer should verify that they are able to reach major Internet sites such as www.msn.com or www.yahoo.com.
       
    6. Please note that all of our servers are monitored and our technicians are notified when a Service becomes unavailable.
       
  3. Data Security & Backup.
     
    1. Our servers are located in a commercial data center in Dallas Texas.
       
    2. The data center is a secure facility that requires authentication to access the equipment.
       
    3. We employ third-party anti-virus software to check all incoming and outgoing messages for viruses. The virus definitions are checked for new updates multiple times each day.
       
    4. All Customer data is protected with RAID hard drives to protect from hard drive failure.
       
    5. All Customer data is backed up nightly and these backups are retained for one week. Additionally, all Customer data is backed up weekly and these backups are retained for one month. Additionally, all Customer data is backed up monthly and these backups are retained for one year.
       
  4. Uptime Guarantee.
     
    1. Service Availability is defined to as the ability for Customers to be able to access and use any of the hosted Internet Services provided by Enlightened Technology. Service Availability is calculated by the number of hours and minutes the Service is available to Customer plus the total number of hours and minutes of maintenance, if any, divided by the total number of hours and minutes in that month.
       
    2. We guarantee a 99.9% Service Availability.
       
    3. Except under the conditions mentioned below under Exceptions, if the Service Availability is less than 99.9%, we will issue a prorated credit to Customer for each full hour of failure below 99.9% for the given billing period, with the credit being calculated on the basis of that month's Service charge for the affected Service.
       
    4. Exceptions
       
      1. Circumstances beyond Enlightened Technology's reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, attacks (including, without limitation, denial of service attacks, virus attacks), hackers, failure of third party software (including, without limitation, anti-virus software, backup software) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;
         
      2. Scheduled maintenance and emergency maintenance and upgrades;
         
      3. DNS (Domain Name System) issues outside the direct control of Enlightened Technology including DNS propagation;
         
      4. Issues with Customer's Internet access;
         
      5. Issues with or mis-configuration of Customer's software used to access the Service;
         
      6. Customer's acts or omissions (or acts or omissions of others engaged or authorized by Customer), including, without limitation, custom scripting or coding, any negligence, willful misconduct, or use of the Service in breach of Enlightened Technology's Terms of Use;
         
      7. Outages elsewhere on the Internet that hinder access to your account or Services. Enlightened Technology is not responsible for browser or DNS caching that may make your site appear inaccessible when others can still access it. Enlightened Technology will guarantee only those areas considered under the control of Enlightened Technology: Enlightened Technology server links to the datacenter Internet feeds, Enlightened Technology's routers, and Enlightened Technology's servers.
         
  5. Credit Request.
     
    1. In order to receive a billing credit, Customer must make a request by sending an email message to Support@etgroup.net. Each request in connection with this SLA must include Customer's account and the dates and times of the unavailability of the Service and must be received within ten (10) business days after Service was not available. If the unavailability is confirmed by Enlightened Technology, credits will be applied upon the next billing cycle after Enlightened Technology's receipt of Customer's credit request. Credits are not refundable and can be used only towards future billing charges.
       
    2. Notwithstanding anything to the contrary herein, the total amount credited to Customer in a particular month under this SLA shall not exceed the total hosting fee paid by Customer for such month for the affected Services. Credits are exclusive of any applicable taxes charged to Customer or collected by Enlightened Technology and are Customer's sole and exclusive remedy with respect to any failure or deficiency in the Service Availability.
       
  6. Service Continuity. In the event that Enlightened Technology is unable to continue a Service to Customer, Enlightened Technology guarantees to provide 30 days of interim service. During this period, Enlightened Technology will deliver upon request and at nominal cost the current Customer data backups in order to facilitate transfer to Customer's in-house implementation or alternative provider of Service.
request a quote

We would love to hear from you? Contact us online or get an online quote started.