This Service Level Agreement (“SLA”) is a policy governing
the use of the QQCatalyst® Service under the terms of the QQSolutions Terms of Service
Agreement (the “TOS Agreement”) between QQSolutions, Inc. (“QQSolutions”, “us” or
“we”) and users of the QQCatalyst Service (“customer”, “subscriber” or “you”). This
SLA applies separately to each account subscribing to the QQCatalyst service. Unless
otherwise provided herein, this SLA is subject to the terms of the TOS Agreement.
We reserve the right to change the terms of this SLA in accordance with the TOS
Agreement. This SLA may be viewed online at QQSolutions.com and QQCatalyst.com and
any changes will be posted there.
QQ Catalyst Service Overview
The QQCatalyst Service consists of the QQCatalyst Web-based
agency management system application, along with the storage and maintenance of,
and access to the Customer’s data managed by the QQCatalyst application, all
of which are hosted for QQSolutions by the Microsoft Windows Azure cloud-computing
QQSolutions allocates computing resources, data storage
space and network bandwidth to the Customer according to the specific QQCatalyst
subscription plan purchased by the Customer.
The QQCatalyst Service also includes technical support
via the QQSolutions website at:
QQSolutions.com/support and by phone: 1.877.809.2509.
Service Commitment and Service Credits
QQSolutions will use commercially reasonable efforts to
provide QQCatalyst Service Availability of at least 99.5% during the Service Year.
If, during the Service Year, QQSolutions fails to meet the
above level of QQCatalyst Service Availability, customer may request a Service Credit
based on the actual Availability realized during the Service Year, as per the following
< 99.5% — ≥ 98.5%
< 98.5% — ≥ 95.0%
Weeks of Service Credited to Customer
4 (maximum credit)
Service Credits constitute the sole and exclusive remedy
relating to the QQCatalyst Service.
Requesting a Service Credit
Any Customer who believes they are entitled to a Service
Credit based upon the performance standards set forth in this SLA must request it
by notifying QQSolutions’ Product Support Department within two Business Days of
the event giving rise to the request.
The notice must be sent by email to QQSolutions at: QQSupport@QQSolutions.com,
and must include sufficient information to allow the claim to be investigated, including,
without limitation, as applicable, the Service Report number, the nature of the
request, the date and time such request was made to QQSolutions, and the manner
such request was made. If the Customer does not comply with the foregoing, the Customer
will not be entitled to any Service Credit under this SLA or to any other remedy
Data Backup Policy
Each night, a full QQCatalyst database backup is created
and moved to a separate server within the Azure cloud. There are individual backup
storage locations for daily, weekly, monthly, and yearly backups. These volumes
are appended (not overwritten), so that each backup contains an entire set of the
data. Each backup location has a different retention policy as follows:
The storage location of the backup data is geo-redundant
within Azure, meaning it is stored in two separate regions of the US, currently
one in Virginia and one in Texas. In the event of a regional Azure datacenter failure,
we are able to access the backups from the secondary location. User files (e.g.,
images, PDFs and other documents) saved in QQCatalyst’s File Manager are also stored
in geo-redundant locations within Azure. In addition, these files are also written
to a tertiary location within the Amazon cloud.
Upon written request by the Customer’s primary contact,
QQSolutions will provide the Customer with a utility that will let the Customer
create and download a backup of their data. The Customer may request one backup
in any twelve-month period at no charge. The Customer may request additional backups
within the twelve-month period, which shall be charged to the Customer based on
QQSolutions’ current pricing schedule. With the exception of user files, QQSolutions
provides copies of the Customer database in the native format used by the QQCatalyst
Service, specifically Microsoft Azure SQL Server.
QQSolutions provides backups of the Customer’s user files
in their original format, as uploaded to the QQCatalyst Service by the Customer.
Other than removing any data encryption that may be added by the QQCatalyst Service,
no other formats or modifications will be made by QQSolutions.
QQSolutions will fulfill all requests for a copy of the
Customer’s data within 30 days of the request.
If the Customer cancels the QQCatalyst Service, pursuant
to the TOS Agreement, any request for a backup copy of the Customer’s data must
be made in writing within 30 days of cancellation.
Changes Affecting the QQ Catalyst Service
QQSolutions reserves the right to change its QQCatalyst
Service from time to time. QQSolutions will endeavor to notify Customers at least
two days before any service change. If, however, a shorter notification period is
necessary in QQSolutions’ reasonable judgment, then any such service changes may
nevertheless be made with such prior notification to customers as is practical and
reasonable under the circumstances. QQSolutions will attempt to minimize any service
unavailability that may be required or caused by a service change, but if an outage
is required, the outage will be considered Maintenance Downtime.
The Customer is responsible for not allowing any circumvention
or other interference with all reasonable security precautions relating to the QQCatalyst
Reporting a QQ Catalyst Service Unavailability
In the unlikely event a customer experiences a QQCatalyst
Service unavailability, and the customer believes that the cause is not related
to its own network or Internet service provider, then the Customer must file a Service
Report with QQSolutions in order to notify QQSolutions of the QQCatalyst Service
unavailability. The Service Report can be filed with QQSolutions by email to: QQSupport@QQSolutions.com
or by telephone to: 1.877.809.2509.
Upon receiving a Service Report, QQSolutions will work with
the Customer to resolve the issue as quickly as possible.
Contacting QQ Solutions
For support related to the QQCatalyst Service or to open
a Service Report, Customers should contact the QQSolutions Product Support Department
during Regular Business Hours by visiting: QQSolutions.com or by phone to
1.877.809.2509. Additional contact information may be found at: QQSolutions.com.