Traderwebs Ltd. Service Level Agreement (SLA)
Traderwebs provides a secure and managed environment for the hosting of the Traderwebs web site and Traderwebs clients' data.
We pride ourselves on the highest levels of quality and customer service and to give our clients peace of mind we have a guaranteed Service Level Agreement (SLA).
Below is a list of the main areas covered by this agreement:
Reporting Help Desk
Traderwebs provides a 09:30 - 16:30, 5 days per week (excluding bank holidays) help desk. This help desk is for the purpose of account services, customer service, fault reporting and service resolution. Both telephone and email support is available. Hours outside this time period are by negotiation with the client.
Backup
Traderwebs performs daily and weekly data backups. These are held in a secure off-site location for a period of 1 month.
Reporting
Traderwebs provides clients with information via their password protected client login. Client statistics are accessed via the statistics pages. Site and database statistics via the site info page.
Monitoring
In order to monitor the effective use of the Traderwebs web site, Traderwebs will proactively probe ("ping") each component of the platform once every hour. If a problem is detected a fault call will be logged automatically and be processed in the normal manner. We will endeavour to keep our network available at least 99% of the time.
Problem Management
Traderwebs will obtain from the client an agreed point of contact or named resource within the client's organisation for notification of service related issues.
Scheduled Maintenance
Traderwebs will notify the client by email when maintenance is to be carried out.
Scheduled Maintenance includes the following:
- Server and network maintenance to replace or repair components
- Software upgrades (e.g. operating system, application software) to include:
- new software release
- software patches
- software upgrades
Faults Priorities and Responses
Traderwebs will respond to all faults between the hours of 9:30 to 16:30, 5 days per week excluding bank holidays. Hours outside this time period are by negotiation with the client.
Faults will be prioritised in the following manner:
- Total loss of service or security related fault.
- Performance degradation
- Partial performance degradation
Due to the complexities of some problems it is very difficult to put an exact time to fix. Traderwebs will however to the best of their capabilities respond to the fix with the set time period below.
- Priority 1: 2 Hours
- Priority 2: 8 Hours
- Priority 3: 24 Hours
Security
Traderwebs will to the best of their ability maintain the service so as to minimise the likelihood of any unauthorised content modification or service disruption. Clients will be notified of any known security breaches.
Physical Security
Traderwebs will provide physical security in the form of a state of the art data centre which has a high-security system that includes 24 × 7 monitoring by on-site personnel, video camera surveillance, a security breach alarm and gas-based fire protection system and early warning specialised heat & smoke sensors.
Power
Traderwebs will to the best of their ability maintain a constant power supply to the data centre via a 2-Megawatt power supply with dedicated UPS backup system plus two further diverse mains supplies with circuit breaker protection, and an on-site generator in the unlikely event of long-term power outages.