Scandinavian Mail eXchange (ScanMailX) is committed to providing a reliable, high-quality service to support Customers using ScanMailX´s Hosted AntiSpam and AntiVirus solution. This SLA outlines the minimum service a Customer may expect from ScanMailX for the contracted service.
The following SLA represents ScanMailX´s sole responsibility and the Customer's sole remedy regarding ScanMailX’s Hosted AntiSpam and Antivirus.
Customer shall mean a ScanMailX customer who has executed a binding agreement for ScanMailX´s Hosted AntiSpam and AntiVirus, excluding any Customer whose account is, or during the period in question, was not in good financial standing with ScanMailX, or is in violation of the terms and conditions or ScanMailX´s acceptable use policy outlined in ScanMailX´s Terms and Conditions.
The terms of this SLA take effect immediately upon the completion of the Customer´s service activation. In the month when a Customer´s Hosted AntiSpam and AntiVirus are terminated, the Customer is not eligible to receive credits for ScanMailX not meeting its service commitments for that month.
Scheduled Network Maintenance refers to normal maintenance scheduled for the upgrade of ScanMailX´s data network, voice network, and servers used to deliver Hosted AntiSpam and AntiVirus to the Customer. Scheduled Maintenance may occur at any time during our maintenance window of 12:00AM - 5:00AM CET. Such effects related to Scheduled Network Maintenance shall not give rise to service credits outlined in this SLA.
Urgent Network Maintenance refers to ScanMailX´s efforts to correct network conditions that are likely to cause service outages or severe network performance degradation impacting multiple customers and requires immediate action. Urgent Maintenance may degrade the quality of service including possible outages. ScanMailX´s policy is to notify the Customer with as much advance notice as possible under the circumstance prior to performing the maintenance. Such effects related to Urgent Network Maintenance shall not give rise to service credits outlined in this SLA.
SERVICE LEVEL AGREEMENT
Thirty Day Satisfaction Guarantee:
If Customer is for any reason dissatisfied with the services provided by ScanMailX, Customer may, during the guarantee period, terminate the Hosted AntiSpam and AntiVirus service without penalty.
The Thirty Day Service Guarantee period shall start upon activation of the Hosted AntiSpam and AntiVirus and end thirty (30) days thereafter.
ScanMailX must receive written notice of Customer´s intent to terminate Hosted AntiSpam and AntiVirus as permitted herein within twenty four (24) hours of the completion of the Thirty Day Service Guarantee period.
- ScanMailX uses proprietary and potentially commercial software for scanning and filtering viruses and spam
- ScanMailX removes 100% of all viruses in e-mail
- ScanMailX has mechanisms for removing yet unknown variants of spam and viruses, malware, etc. in e-mail
- ScanMailX removes minimum 98% of all spam e-mails
- ScanMailX generates maximum 0,05% false positives
The customer is entitled to cancel its subscription and have the remaining subscription fee refunded, if:
- Three (3) incidents affects e-mail scanning time during three (3) consecutive months (regardless which months)
- Five (5) incidents affects ScanMailX´s Portal, during a month.
A credit allowance will be given for interruptions in the Hosted AntiSpam and AntiVirus service preventing inbound or outbound email to and from ScanMailX servers in excess of 30 minutes for each subscription affected. The time attributed toward Email Service Unavailability begins when the Trouble Ticket reporting the outage is opened by Customer with ScanMailX and ends when the affected service is again operational. Two or more interruptions of 15 minutes or more during any one 24-hour period will be combined into one cumulative interruption.
Length of Interruption
Credit Per Subscription Affected
30 minutes to 1 hour
1 hour 1 minute to 24 hours
24 hours 1 minute or more
The Email Service Availability guarantee is subject to the following limitations:
No credit allowance or subscription cancellation will be made for any interruption in service:
Due to noncompliance with the provisions of ScanMailX´s Terms and Conditions (including its payment terms)
Due to the failure of power at the customer premise
Due to the failure of customer premise equipment (CPE) or other Hardware
Due to the failure of equipment, systems, connections or services not provided by ScanMailX (including service interruption by Customer´s Internet Service Provider)
Due to circumstances or causes beyond the reasonable control of ScanMailX
During any period in which ScanMailX is not given full and free access to its facilities and equipment for the purposes of investigating and correcting interruptions
* Inability to access the Web-based portal will not give rise to service credits outlined in this SLA.
The amount of credit available per month is subject to a cap as described in this Agreement.
To receive credit for the Email Services Availability Guarantee, Customer must contact ScanMailX and open a trouble ticket at the time of trouble. ScanMailX applies Service Credits to the Customer´s subscription by extending the Subscription period with the Credits. These Credits will to added to the Customers Subscription within two (2) working days.
To receive Service Credit, Customer must be in good financial standing with ScanMailX and must be compliant with the Terms and Conditions of ScanMailX’s Terms of Service. A Customer's failure to comply, including without limitation a failure to pay charges on a timely basis, will invalidate the Guarantees.
Service Credits delivered as remedies in conjunction with this SLA represent ScanMailX´s sole responsibility and the Customer's sole remedy related to ScanMailX´s Hosted AntiSpam and AntiVirus.
ScanMailX reserves the right to change, amend, or revise this SLA at any time. Changes or revisions to the SLA will be deemed effective upon posting the applicable revision on ScanMailX´s website.