Network: Conflux.ca | SALEient | BuildPlaces.com

Welcome to Conflux.ca!

If you've read enough about our product and you'd like to start using us to organize your business, let's get started.

Service Level Agreement

THIS SERVICE LEVEL AGREEMENT (SLA) DEFINES GUARANTEED SERVICE LEVELS PROVIDED TO YOU BY THE SALEient/Conflux.ca.

I. Service Definition
The Provider will provide the Subscriber with Hosted Conflux and other Application Services as defined by the plan or plans purchased by you from the Provider. Additional services are also available according to your specific plan configuration.

II. Technical Support
The Provider will provide the Subscriber through your authorized account contacts with technical support on setting up and configuring your account, access to the Providerís server(s), and other issues related to the software provided by the Provider at no additional charge.

The Provider provides technical support for Conflux and other software, but it does not offer customer support for mail clients, applications, scripts, or components, either from third parties or for those developed by the Subscriber.

E-mail technical support:
Email Hours: 24 hours, 7 days per week, 365 days of the year
Email Address: support@saleient.com

Phone technical support:
Phone Hours: 9 AM to 5 PM MST Monday through Friday
Phone Number: 780.702.2919

Upon contacting Support the Subscriber will be required to provide your account user name and a full description of the problem including error messages, screen shots, and other troubleshooting information as requested by Technical Support personnel.

The Company's response time to technical support issues depends on the level of purchased support service, the complexity of the inquiry and support requests volume. Technical Support assigns the highest priority to customer inquiries related to the servers' unavailability. These issues are addressed first upon notification from a customer. The time to respond guarantee does not apply to any inquiries that require extensive research and testing.

III. Billing and Other Account Related Inquiries
Billing. For billing inquiries, contact Billing Department.
Hours: 9 AM to 5 PM MST, Monday through Friday, excluding holidays
Phone: 780.702.2920
Email: admin@saleient.com

Please note: Company must receive notice of billing disputes within sixty days of the date your credit card was charged for services.

Sales. For sales inquiries, contact Sales Department.
Hours: 9 AM to 5 PM MST, Monday through Friday, excluding holidays
Phone: 780.702.2920
Email: sales@saleient.com

IV. Escalation.
If you have unresolved concerns with Companyís service or technical support issues, please contact the Customer Support Manager at admin@saleient.com. The initial response should arrive within one business day. As issues may be complex or require extensive investigation, resolution cannot be guaranteed within any certain time period.

V. Maintenance
Scheduled Maintenance:
To ensure optimal performance of the servers, the Provider will perform routine maintenance on the servers on a regular basis, requiring servers to be removed from service. The Provider reserves one hour of server unavailability per month for maintenance purposes. This server unavailability will be excluded from the uptime calculations. The maintenance is typically performed during off-peak hours. The Provider will provide the Subscriber with advanced notice of maintenance whenever possible.

Emergency Maintenance:
Under certain circumstances the Provider may need to perform emergency maintenance, such as security patch installation or hardware replacement under Hardware Replacement Guarantee. The Provider will not be able to provide the Subscriber with advanced notice in case of emergency maintenance. This server unavailability due to emergency maintenance will be excluded from the uptime calculations.

Hardware Replacement Guarantee:
The Provider will use industry standard practices to determine whether server hardware is functioning properly and will replace non-functioning hardware with similarly functioning hardware. The Provider guarantees hardware replacement within four hours from the time the problem is identified. In the case where this time is exceeded, the excess downtime is counted against Server Availability guarantee.

VI. Network Availability
The Provider guarantees at least 99.9% Network Availability. Network Availability is defined as the ability to pass incoming and outgoing TCP/IP traffic through the Providerís network to/from the IP transit provider (Internet backbone).

Servers unavailability resulting from loss of Network Availability is excluded from servers availability calculations if the Network Availability loss is caused by any factor(s) beyond the Provider's control, including but not limited to such factors as IP transit provider (backbone) or end user's portion of the network (commonly known as ďlast mileĒ) failure, denial of service or similar attacks directed at the Providerís servers or the Providerís network.

VII. Servers Availability.
Companyís primary commitment is to provide outstanding hosting service to all customers. To support this commitment, Company observes the following schedule of remedies for any failure to meet the express guarantees in this Service Level Agreement.

VIII. Penalty for Non-Compliance Ė Refunds

NETWORK AND SERVERS AVAILABILITY
If network or server availability for the full month is below the guaranteed level, the Provider will issue a refund to the Subscriber according to the schedule below.

Server availability Amount of the refund as a percentage of monthly fee
96.0% to 98.0% 5% of monthly fee credited
95.0% to 97.9% 15% of monthly fee credited
94.9% or below 2.5% credited for every 1% of lost availability up to the maximum total penalty limit

To receive a refund for downtime, the Subscriber must (a) be in good financial standing with the Provider, and (b) send an email or written refund request to the Billing Department in the month immediately following the month for which the Subscriber are seeking a refund. Refund requests must include your account user name and the dates and times of server unavailability.

The Billing Department will compare information provided by the Subscriber to the server availability monitoring data the Company maintains. A refund is issued if the Provider can confirm from the monitoring data the server availability warranting the refund.

TOTAL PENALTY LIMITS
The total refund to the Subscriber for any account may not exceed 50% of the monthly fees charged to that account during the month for which the refund is to be issued, unless the amount to be refunded is less than $1.00 in which case the refund amount will be $1.00.

Only one refund and refund level is available in any given month.

IX. Server Software.
The Provider will exercise industry standard practices to ensure that all pre-installed software is correctly configured. In case there is more than one way to configure the software, the Provider will choose the configuration it determines, in its sole discretion, to be the most appropriate.

The Provider will install security patches, updates, and service packs as soon as practical. Software updates may change system behaviour and functionality and as such may negatively affect your applications. The Provider cannot foresee nor can it be held responsible for service disruption or changes in functionality or performance due to implementation of software patches and upgrades. If such disruption or changes occur, the Provider will provide its best efforts to remedy the situation as soon as possible after being notified of the problem by the Subscriber.

The Provider may be required by its software licensors to upgrade to the latest versions of the software. Licensor-required upgrades will be performed free of charge and upon reasonable notice to the Subscriber. Software upgrades on the Providerís servers will occur at the Providerís discretion upon reasonable notice to the Subscriber.

The Provider is not responsible for problems that may arise from incompatibilities between new versions of the software and your content, regardless of whether it was a requested, required or a discretionary upgrade. Nevertheless, the Provider will provide its best efforts to help the Subscriber to find a workaround solution.

X. Storage Capacity; Data Transfer; Server Resources
Each account is allotted storage capacity and data transfer amounts on the Providerís servers according to the plan and options selected by the Subscriber. The servers may stop accepting, processing, or delivering data when the purchased limit is reached thus causing server unavailability or data loss. The Provider shall not be held responsible for such unavailability or data losses.

Shared servers resources are shared among all accounts hosted on the same server. The Provider configures servers in such a way so the accounts are separated from each other to the maximum possible degree. However, due to its nature, shared resources accessibility level cannot be guaranteed.

XI. Ownership of Data
All data created by the Subscriber and/or stored by the Subscriber within the Provider's applications and servers are considered by the Provider to be your property and is for your exclusive use unless other use is required by law or required to maintain your account. The Provider shall allow access to such data by authorized Provider personnel and shall provide access in compliance with the Provider's Privacy Policy (http://www.saleient.com/). Company makes no claim of ownership of any web server content, email content, or any other type of data contained within the account holder's server space and applications on the Provider's servers, unless the Provider has a good faith belief that such content or data is owned by the Provider, its agents, affiliates or vendors.

XII. Data Integrity.
Company employs RAID techniques to ensure the integrity of the data on its servers and to prevent data loss in the event of hardware failure. Company performs routine server backups for disaster recovery purposes only. Server backup scope and scheduling is at the Provider's sole discretion. THE PROVIDER SHALL NOT PERFORM BACKUP OR RESTORE THE DATA UPON YOUR REQUEST UNLESS SUCH BACKUP IS PROVIDED AS A SERVICE UNDER YOUR PURCHASED PLAN.

XIII. Data Retention.
WHILE YOUR ACCOUNT IS ACTIVE, THE PROVDER SHALL BE RESPONSIBLE FOR RETAINING ANY OF YOUR DATA INCLUDING BUT NOT LIMITED TO THE CONTENT OF PRIVATE AND PUBLIC INFORMATION STORE, ACTIVE DIRECTORY, LOG FILES, AND BACKUP COPIES.

THE PROVIDER SHALL NOT BE RESPONSIBLE FOR RETAINING ANY OF YOUR DATA AFTER ACCOUNT TERMINATION. ALL DATA IS DELETED FROM THE SERVERS AFTER THE ACCOUNT IS TERMINATED AND FROM BACK-UPS DURING SCHEDULED BACK-UP ROTATION. THE PROVIDER SHALL NOT RESTORE, PROVIDE ON ANY STORAGE MEDIA OR SEND OUT ANY DATA PERTAINING TO TERMINATED ACCOUNTS.

XIV. Customer Responsibilities.
To access Company services the Subscriber must provide at the very minimum: