The eFolder service level agreement (SLA) is our 100 percent guarantee that in the unlikely case of a service interruption, you are credited the amount of downtime you experience. It’s our assurance of the reliability of our network and its cloud backup solutions and services. If it doesn’t perform as it should, we’ll make it right. It’s that simple.
eFolder guarantees that our cloud-based backup solutions and services will function properly 100 percent of the time. How this applies to specific products and services is as follows:
The eFolder Backup cloud service is guaranteed to function 100 percent of the time such that the eFolder Backup client software is able to successfully communicate with the eFolder cloud allowing users to backup and restore data to and from the eFolder cloud. We do not guarantee proper functioning of the eFolder Backup client software itself.
Any provisioned eFolder Cloud compute, storage, hypervisor, network, and Internet connectivity functions required to run the Acronis, Quest, or Veeam software in the eFolder cloud and receive replicated data are guaranteed to function 100 percent of the time. We do not guarantee proper functioning of the Acronis, Quest, or Veeam software itself.
The eFolder Anchor service is guaranteed to function 100 percent of the time such that files can be uploaded and downloaded on demand by any Anchor client app or through the Anchor web portal, and that synchronization of changed data to other devices begins within five minutes of data being changed, or as determined by the synchronization delay configured by the user, whichever is greater. We do not guarantee proper functioning of the Anchor client app software itself.
Any provisioned eFolder Continuity Cloud compute, storage, hypervisor, network, and Internet connectivity functions required to virtualize your servers and applications are guaranteed to function 100 percent of the time. We do not guarantee proper functioning of any operating systems and applications you provide to us (as part of your backed up data or otherwise), only the underlying cloud infrastructure services.
The eFolder Cloudfinder service is guaranteed to function 100% of the time such that, following the completion of your initial backup, Cloudfinder will successfully initiate the creation of a backup copy of your configured Provider data (e.g. Office 365), at least once each calendar day, and allow users to search, restore, and export backed up data from the eFolder cloud. We do not guarantee against improper functioning of Provider APIs (e.g. Office 365 web service APIs) or issues caused by improper service configuration.
The eFolder Email Security service is guaranteed to function 100 percent of the time such that the cloud service can properly receive and deliver non-spam email messages to properly configured destination email servers. We do not guarantee that inbound or outbound email will be properly classified as either spam, malware, or clean.
If we fail to meet any of the above guarantees, you will be eligible for a credit, as follows:
One day’s portion of the associated monthly service fees for each hour of service failure (one twelfth of one day’s portion for every five minutes of service failure), in proportion to the scope of the affected services versus total provisioned services, up to 100% of one month’s fees in any given calendar month.
One day’s portion of the associated weekly fees for the affected provisioned Continuity Cloud nodes for each hour of failure of these nodes (one twelfth of one day’s portion for every five minutes of service failure), in proportion to the scope of the affected services vs. total provisioned services, up to 100 percent of one week’s fees in any given calendar week.
Additionally, in order to be eligible for a credit, you must submit a support ticket within seven days of the service failure for which you are requesting the credit and provide the details of when and how services were adversely affected. eFolder will determine if your request meets all eligibility criteria within 30 days.
eFolder uses a variety of external and internal monitoring devices for the purpose of maintaining and measuring service availability and functionality. Multiple devices are used to confirm service failures as opposed to the failure of the monitoring device itself. The determination of any credits will be based on the measurements gathered by the eFolder monitoring system. eFolder reserves the right to periodically change the measurement points and methodologies it uses without notice.
Total credits under this SLA in any calendar month are limited to the specific fees paid for the affected service(s) for the month in which the service does not meet the guarantees set forth above. The credits provided by the terms of this SLA are your sole and exclusive remedy for any software or service failures.
Service failures must last at least five minutes, as measured by eFolder, before you are eligible for any credits. You will not be eligible for any credits if you are not current on your payments, or are otherwise in breach of any services agreement. You will not be eligible for credits for service failures caused by any of the following:
Nevertheless, eFolder will make commercially reasonable efforts to ensure that the services are not interrupted by any of the foregoing reasons.
eFolder reserves the right to update this SLA at any time without notice by posting an updated version to this web page. The SLA that was current at the time of any failure incident will govern. This SLA was last updated June 4, 2013