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Service Level Agreement for Windows Platform, for the process of online backup and restores, this does not include Sharing
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Pro Softnet Corp. ("PSFT") agrees to provide the Customer ("You") the
IDrive Pro Online Backup Service (the "IDrive Pro Service") for Your PC
and any subsequent PC's that you may opt for backup as described in
this Service Level Agreement (the "SLA" or "Service Level Agreement").
For purposes of this Agreement "Your Data" shall be deemed to include
any information transmitted from PC using the IDrive Pro Service.
Backup
configurations can be set to run periodically, typically on a daily
scheduled basis. When a backup configuration is running, only changes
to files and databases you have selected for backup on the PC are
captured by the IDrive Pro agent and immediately queued for
transmission to the IDrive Pro Servers. It is critical that the PC from
which you choose to opt for a backup job have a stable Internet
connection to facilitate the necessary data transfer for successful
backups. User is expected to review the log content of every backup
execution to make sure that the backups have taken place successfully.
The IDrive Pro agent provides various means for communication of the
backup status including desktop notification, email notification with
various information level options.
After the Initial Backup of a PC has been a completed, subsequent
backups of the same data (files/backup jobs) on such PC's would be
versioned up to a maximum of 30 historical versions. This means that the
first backup performed is a complete full backup and the subsequent
backup of the file(s)/backup sets would be incremental and versioned
thereby facilitating a data archiving facility to retrieve previous
backups.
Restore
time over the network is limited by Your connection bandwidth speed and
quality up to speeds of approximately 1.5 Mbps. At speeds faster than
1.5 Mbps, other factors may limit network restore times. Network
performance, data compressibility and end user systems may affect
restore times.
When used in accordance with the usage requirements and guidelines
specified in the product documentation of IDrive Pro agent, the IDrive
Pro Service provides online backup protection for the operating systems
listed. The IDrive Pro Service is able to protect your PC data
information subject to limitations outlined for the IDrive Pro agent.
To deploy the IDrive Pro Service, You should download a software module
(the "IDrive Pro Agent") from a designated web site on to each PC and
Install the agent. Once configured and deployed, the IDrive Pro Agent
replicates and synchronizes the selected data in its entirety (the
"Initial Backup") to one of the offsite data storage backup vaults
containing servers (the "IDrive Pro Server"). After the initial Backup,
only changes to files and databases selected for backup on the PC (the
"Changes") are sent to the IDrive Pro Server.
You manage the IDrive Pro Service through a client interface that is
personalized with Your custom content. This is the only interface
provided with the IDrive Pro service and you are asked to provide a
unique encryption passphrase during your first install of the IDrive
Pro Agent that you would be expected to archive at a safe place. You
will not be able to retrieve your PC data correctly without keying in
this encryption passphrase on a new PC when you run a retrieval
operation. You are advised to store and make copies of this encryption
passphrase as IDrive Pro service assumes no liability for the loss or
damage of the same key leading to 'non-retrieval of your PC data by the
IDrive Pro Agent' situations.
From time-to-time this Service Level Agreement may change. A
modification may include, but is not limited to, changes in system
requirements, restrictions, limitations, or bandwidth requirements. You
will be notified via electronic mail and/or through a Web site posting,
whose location will be specified in the electronic mail notification.
You are responsible for ensuring that Your system conforms to any
updated restrictions, limitations or requirements.
In the event that Your use of the IDrive Pro Service is adversely
affecting the operation of the IDrive Pro Service, Your IDrive Pro
Service may be terminated by PSFT without liability to PSFT, its
suppliers or other end users. In order to prevent Your use of the
IDrive Pro Service from adversely affecting the effectiveness of the
IDrive Pro Service for other end users, or to preserve system integrity
or prevent network abuse in which case notice shall be provided to You
via e-mail promptly following such emergency termination. You are
responsible for updating PSFT as to any changes to Your email and
contact information to facilitate communication of these notices via a
change to your 'Profile' information via the web interface.
PSFT provides assurance that at least via one of its access methods,
which may include IDrive Pro agent and the Web Interface of its online
backup service is accessible at least 99.9% of the time at its data
center. This does not provide assurance on the actual backup and
restore execution since it is dependent on various factors that include
network connectivity at user end and the route from the user's computer
to IDrive Pro servers on which PSFT has little control. In the event
the service is not available at the data center for times that exceed
the limits mentioned above when computed on a yearly basis from a point
in time, the liability would be limited to the user's prorated charges
for the outage time.
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