Atollon.com Service Level Agreement
This Service Level Agreement ("Agreement") sets forth the details regarding the level of service and technical support for ATOLLON.COM® (the "Application") that apply when your account is in good financial standing. We strive to provide at minimum a guaranteed uptime of 98%.
a). For purposes of this Agreement, a Unit of Downtime is one period of at least thirty (30) minutes during which ATOLLON.COM® is unavailable due to issues with or the unscheduled maintenance of our hardware or system software. Downtime does not include (i) problems caused by factors outside of our reasonable control, (ii) problems resulting from any actions or inactions by you or any third party, (iii) problems resulting from your equipment and/or third party equipment not within our sole control, or (iv) network unavailability during scheduled maintenance of our network and/or servers.
b). Our servers connect to the Internet through redundant high-speed connections on diverse backbones, ensuring data delivery to the end user in a quick and efficient manner. In any calendar month, we guarantee that Downtime will not exceed eight (8) Units of Downtime excluding, however, regularly scheduled maintenance. Any regularly scheduled maintenance will be performed during the hours of 00:00 a.m.-4:00 a.m. Central European Time (GMT +1). We work to ensure the functioning of all network infrastructures through continuous monitoring by our staff.
c). If Downtime exceeds eight (8) Units of Downtime in any calendar month, we will, upon your written request, credit your account (a "Downtime Credit") in an amount equal to the pro-rata price for one (1) day of service, for each Unit of Downtime as that term is defined herein.
d). To receive Downtime Credit, you must request such credit by sending an email to helpdesk --at-- atollon.com within seven (7) days after the occurrence of Downtime. The aggregate maximum number of Downtime Credits to be issued for any and all instances of Downtime occurring in a single calendar month will not exceed seven (7). Downtime Credits will be applied upon issue of the first invoice following the request for Downtime Credit, unless the Downtime occurs in your final month of service. In such case, a refund for the euro value of the Downtime Credit will be mailed to you within thirty (30) days of the expiration of your service agreement.
a) A member of our technical support help desk staff will be available to assist you with problems and questions regarding the Application. We will supply telephone and/or email support to you regarding the Application per your support contract.
b) Please enter your requests and track their status using Atollon web portal: https://atollon.com/atollon.com
c) To submit a support question, send e-mail to helpdesk ==at== atollon.com. Phone support can be reached at +420 222 310 601. We may, from time to time, develop additional methods for you to contact the help desk, and will make information regarding such methods available at our website.