Service Level Agreement

General Terms

Manila Case Tracking (Manila) is designed to be a key component of your organization. As a result, we strive to be one of the most reliable aspects of your business. In order for our service to be of the highest value, we understand that the service must be available, responsive, and accurate. While we strive for 100% uptime, we offer the following minimum levels of service that all customers can count on (hosted solutions):

Availability

We guarantee that our application will be available 90% of the time (excluding scheduled maintenance). Should we incur an application outage, either through our application itself, or through one of our partners, Manila will credit the customer 5% of their monthly fee for every 60 minutes of downtime (up to, but not exceeding 100% of one monthly payment, and the credit will be applied toward future payments). Application uptime comprises the functioning of all network and programmatic infrastructure relating to Manila. Network issues between Manila and your office environment are not included in the definition of our network. Application downtime exists if you are unable to transmit and receive data from our application and our help desk is contacted through phone or email.

Responsiveness

We guarantee that our application will perform in a satisfactory manner consistent with web based application. The average response time across a minimum of five page requests will not exceed three seconds. Should the application not perform to this level of performance, Manila will credit the customer 5% of their monthly fee each month until the offending pages are corrected. Application responsiveness includes the time that Manila takes to process a page request and return the result. Regular network congestion from our servers to your office is not included in this measurement. In addition, pages that generate lengthy reports or PDF files are not included.

Delinquent customers may not take advantage of our service level agreement. This web page is a brief overview of our SLA, and does not supersede any existing contractual agreements between Manila and its customers, nor does it imply any agreement without a service contract.

Actual Uptime

Our uptime (which includes both planned and unplanned outages) for last year exceeded 99%. We use a third party monitoring tool, and you can see real time status of our services here.

If you have any comments, concerns or feedback about this SLA, please contact us at [email protected]