Service Level Agreement (SLA)

We are committed to providing our customers with unparalleled availability of our Web-hosted database facility. We recognize that you need to have our services available whenever you want or need to do business, and we strive to consistently exceed our service-level commitments.

One of the significant benefits of using eCriteria is the fact that you never have to pay for new software versions or system improvements. To bring you these benefits, we usually schedule a monthly late-night one-hour maintenance in which we upgrade the existing application for minor enhancements. On or around a quarterly basis, we usually have a major new release in which we add significant new features to our service. These periodic major releases can take several hours, and we will always notify you in advance of any unplanned downtime where possible. At all times, we initiate these maintenance activities during the nonpeak 11 p.m. – 4a.m. U.S. Pacific time hours to minimize downtime.

Our current service-level objectives are as follows (expressed in U.S. Pacific time):

These percentages indicate our uptime objective. Thus, we aim for our services to be down less than 0.5% of the time during peak business hours and to consistently meet these objectives. Our availability monitoring service consistently reports perfect 100% up-time during consecutive full week periods.

We recognize that you are entrusting us with your critical business information. While we securely manage your information for you in our bunker-like data center, it is always your data and your data alone, and you always have the ability to export your data into a plain-text Comma Separated Value (CSV) or XML format from your eCriteria admin area. We created this export capability because we know it is important for you to have the option of retrieving your data at anytime, from anywhere you want.

We know that providing you uninterrupted service is critical for our success, and we therefore strive to make eCriteria a dependable Web data repository.

If you have any questions, we welcome your inquiries at: support@eCriteria.net