Datto Service Level Agreement from OneIT
OneIT Inc. provides the following Service Level Agreement (“SLA”) solely in connection with and as part of the Cloud Services listed or referred to as Datto Unified Continuity, Networking, and SaaS Protection line of products/services. This SLA is only valid if user maintains two or more instances in geographically dissimilar locations and has provided and has agreed to the Recovery Point Objective (RPO) and the Recovery Time Objective (RTO) for applications and machines (including guests & hosts) being protected by OneIT. Due to the nature and complexity in regard to Ransomware certain variables may affect the Recovery Point Objective and Recovery Time Objective (RPO/RTO). Factors include but are not limited to- interval between infection and discovery of infection, number of nodes infected, volume of files changed from time of infection, frequency of backup policies, and granularity of files to be recovered. Labor to restore and cleaning of environment caused by a Ransomware infection will not be covered under the DataVault agreement and therefore will be charged as time and material at a rate of $150.00 an hour. Any customer service and /or support issue must be delivered via the desktop app, an email to firstname.lastname@example.org or by calling 614-929-3850. Once OneIT is notified by “the customer”, OneIT has up to 30 minutes to confirm receipt of outage. OneIT, Inc. agrees only under the SLA that the Cloud Services will maintain a 99.999% uptime after above variables are exhausted. With that in mind OneIT agrees to the definition(s) below. If User makes a valid claim for OneIT, Inc.’s failure to satisfy the SLA, OneIT, Inc. will provide a complimentary credit to the User account for the Product, which will be available for the remainder of the then-current Services Period (excluding any renewal of such Services Period) for each 1/10th of 1% (i.e. .01%) of the SLA Uptime deficiency. Any claims for SLA requests must be sent in writing to OneIT, Inc. within ten (10) calendar days of the alleged incident, or such claims are permanently and forever deemed waived by User. Notwithstanding anything to the contrary contained herein, the immediately foregoing remedy constitutes User’s sole and exclusive remedy (and then only to the extent the SLA is actually applicable) for OneIT, Inc.’s failure to satisfy the SLA. In the event OneIT, Inc. fails to satisfy the SLA for three (3) consecutive months, User shall have the option to immediately terminate this Agreement, and OneIT, Inc. shall refund to User all amounts previously paid by User for services not yet rendered by OneIT, Inc. For purposes hereof, “Uptime” shall be calculated for a calendar month in accordance with the following formula: Uptime equals (a) total minutes per calendar month minus total minutes Downtime per calendar month, divided by (b) total minutes per calendar month. For purposes hereof, “Downtime” is defined as the inability for OneIT, Inc. systems to deliver a representative customer-side commerce webpage; Downtime ends when the service is substantially restored or a suitable substitute solution is identified and implemented by OneIT, Inc. Notwithstanding the foregoing, Downtime shall specifically not include any period of unavailability that is directly or indirectly caused by or due to (a) scheduled maintenance and/or upgrades which require OneIT, Inc. or customers IT support staff/company to perform maintenance or other services on any technology environments, computing systems or information technology networks; (b) any failure of the Internet and/or any other Force Majeure Event (as defined in the Terms and Conditions); or (c) any act or omission on the part of User or any third party.
In the event that OneIT needs to enlist Datto Support for assistance Datto’s partner Service Level agreement may add additional time based on priority levels below.
Support Service Level Agreement (SLA)
Every support case receives a priority level that is set by you or your Technical Support Expert, depending on the severity. These severity options are:
Low - Issues that do not impact business or backup function or do not have a time constraint, but may cause problems in the future, such as warning messages. A Technical Support Expert will provide an initial response within six hours.
Normal - Issues that do not impact normal business function, but cause problems with backups, such as failed backups or error messages. A Technical Support Expert will provide an initial response within four hours.
High - Issues that impact business, but do not hinder regular operation, such as a Datto device being down, or a device having no space available for additional backups. A Technical Support Expert will provide an initial response within one hour.
Urgent - Issues that directly impact business functions and hinder regular operation during normal business hours, such as a server being down. Technical Support Experts make urgent cases a priority and will respond as quickly as possible. Expect an initial response within 30 minutes.