This Schedule represents an availability service level agreement between You and Us in respect of the SaaS (or hosted Software , as applicable).
The following service parameters are Our responsibility in the ongoing support of the SaaS:
We will use commercially reasonable efforts to make the SaaS available 24 hours a day (for at least 99.8% of the time per calendar year), seven days a week, except for unavailability during emergency or routine maintenance. You acknowledge and accept that Your access to the internet cannot be guaranteed and that We are not liable for deficiencies in Your own internet connections or equipment and that We are entitled to take measures that affect accessibility to the SaaS where We consider it to be necessary for technical, maintenance, operational or security reasons.
You are responsible for ensuring that Your internet connections, computer unit and telephone solutions are compatible with the SaaS and for any damage that may be caused to such items by anything You access or obtain using them. We shall not be liable for any losses suffered by You as a result of any such incompatibility or damage. You are responsible for paying any and all charges in relation to Your internet connection, computer unit and telephone service.
Monitoring is operated on a 24/7/365 basis.
In respect of Hosting Infrastructure Services, the following monitoring activities are used as a standard.
a) Monitoring of application access and availability
Performed from multiple disparate global geographic locations, performing monitoring of uptime, latency and availability of applications and URLs
b) Infrastructure Monitoring
Multiple monitoring platforms utilised to ensure infrastructure is running within defined thresholds and monitoring configuration and changes to ensure within ITIL process
c) Threat Monitoring
Proactive monitoring of security threats carried out through use of technology and security devices which provide alerts and dashboard reports, which are in turn monitored on a real time basis by a team of expert security analysts. Relevant threats are communicated to the Aspire Digital Group technical team for further analysis and may become Incidents managed in accordance with our Incident management procedures
We reserve the right to take the SaaS offline in order to carry out emergency maintenance but in such even we will use reasonable endeavours to give you as much notice as reasonably possible. Routine maintenance, which may also require the SaaS to be taken offline, will be carried out during scheduled windows and may require the service to be brought down for monthly maintenance, patching upgrades and infrastructure changes. These service interruptions will be scheduled to take place on the third Wednesday of every month between 2200 TO 0100 (AEST/AEDT).
Updates and upgrades are performed at our discretion. You will be informed of all planned upgrades with a minimum 1 week’s notice.
All servers used to provide the SaaS are subject to Our current back-up and recovery procedures.
Backup policy and retention is:
(a) All backups are stored on disk within a multi tenancy data vault at our DR Datacentre and encrypted
(b) Data retention for all backups is 90 Days
(c) Virtual Machine images are kept for 7 days using Veeam, backed up once a day from 2300 (AEST/AEDT), 7 days per week..
(d) SQL Backups are transactional, taken every 15 minutes and full daily, regardless of user activity.
The disaster recovery levels within the service are outlined in the table below.
Note: in this context the following terms have the following meaning:
RTO – Recovery Time Objective: : this is the targeted duration of time and a service level within which the Aspire Digital Group solution must be restored after a disaster.
RPO – Recovery Point Objective: this is the maximum targeted period in which data might be lost from the Aspire Digital Group solution due to a major incident.
Maximum Restore Period (Production): this is the maximum period to which We can complete a database restore on a Customer’s Production environment.
Maximum Restore Period (Non-Production): this is the maximum period to which We can complete a database restore on a Customer’s Non-Production environment.
| Restore from Backups | Description | Recovery Time Objective (RTO) | Recovery Point Objective (RPO) | Maximum Restore Period (Production) | Maximum Restore Period (Non- Production) |
|---|---|---|---|---|---|
| Customer Specific Event | Corruption of data requiring recover and roll forward | 24 Hours | 1 Hour | 90 Days | 15 Days |
