This Service level Agreement ("SLA") is a policy governing the use of the QQ Catalyst®
Service under the terms of the QQ Solutions Terms of Service Agreement (the
"TOS Agreement") between QQ Solutions, Inc. ("QQ Solutions", "us" or "we")
and users of the QQ Catalyst Service ("customer", "subscriber" or "you"). This
SLA applies separately to each account subscribing to the QQ Catalyst 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 QQ Catalyst Service consists of the QQ Catalyst Web-based agency management
system application, along with the storage and maintenance of, and access to the
Customer's data managed by the QQ Catalyst application, all of which are hosted
for QQ Solutions by the Microsoft Windows Azure cloud computing platform.
QQ Solutions allocates computing resources, data storage space and network
bandwidth to the Customer according to the specific QQ Catalyst subscription
plan purchased by the Customer.
The QQ Catalyst Service also includes technical support via the QQ Solutions
QQSolutions.com/support and by phone: 1.877.809.2509.
Service Commitment and Service Credits
QQ Solutions will use commercially reasonable efforts to provide QQ Catalyst
Service Availability of at least 99.5% during the Service Year.
If, during the Service Year, QQ Solutions fails to meet the above level of
QQ Catalyst 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 QQ Catalyst
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 QQ Solutions'
Product Support Department within two Business Days of the event giving rise to
the request. The notice must be sent by email to QQ Solutions 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 QQ Solutions, 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
from QQ Solutions.
Data Backup & Recovery Policy
QQ Solutions backs up all its QQ Catalyst Customer data on a daily, weekly
and monthly rotation schedule. Backup media are rotated every four months. Therefore,
copies of Customer data can be provided from certain points in time within four
months of the date of request.
Only the person currently named as the Customer's primary contact, as indicated
by QQ Solutions' records, may request a backup of the Customer's data. Backup
requests from any person other than the Customer's primary contact will not be fulfilled
and QQ Solutions will inform Customer's primary contact of any such request.
Upon the primary contact's written request, QQ Solutions will provide the Customer
with a copy of their data, which may be downloaded from the QQ Solutions' website
via FTP. 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 QQ Solutions' current fee schedule.
With the exception of image files, QQ Solutions provides copies of Customer
data in the native format used by the QQ Catalyst Service (i.e., Microsoft
QQ Solutions provides backups of Customer document files in their original
format, as uploaded to the QQ Catalyst Service by the Customer. Other than
removing any data encryption that may be added by the QQ Catalyst Service,
no other formats or modifications will be made by QQ Solutions.
QQ Solutions will fulfill all requests for a copy of Customer data within 30
days of the request.
If the Customer cancels the QQ Catalyst 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.
Upon the written request of the Customer via e-mail to csdatabackup@QQSolutions.com,
QQ Solutions will use its best efforts to provide the Customer with a point-in-time
recovery of the Customer's data. The customer may be charged for such requests based
on QQ Solutions' current fee schedule. The recovery of Customer data is limited
to certain points in time within four months of the date of request. Therefore,
recovery of Customer data corresponding to specific days and times may not be possible
in every case.
Changes Affecting the QQ Catalyst Service
QQ Solutions reserves the right to change its QQ Catalyst Service from
time to time. QQ Solutions will endeavor to notify Customers at least two days
before any service change. If, however, a shorter notification period is necessary
in QQ Solutions' 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. QQ Solutions 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 QQ Catalyst Service.
Reporting a QQ Catalyst Service Unavailability
In the unlikely event a customer experiences a QQ Catalyst 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 QQ Solutions
in order to notify QQ Solutions of the QQ Catalyst Service unavailability.
The Service Report can be filed with QQ Solutions by email to: QQSupport@QQSolutions.com
or by telephone to: 1.877.809.2509.
Upon receiving a Service Report, QQ Solutions will work with the Customer to
resolve the issue as quickly as possible.
Contacting QQ Solutions
For support related to the QQ Catalyst Service or to open a Service Report,
Customers should contact the QQ Solutions Product Support Department during
Regular Business Hours by visiting: QQSolutions.com/support or by phone to
1.877.809.2509. Additional contact information may be found at: QQSolutions.com.