Athena Archiver Hosted EditionOutsourced Email Archiving
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(SLA) Service Level Agreement
Athena Archiver has developed a next generation message archiving solution on a enterprise-class network and data center to provide you with reliable hosting solutions that you can truly depend on. Our goal is to provide customers with the best service and support in the industry. Each of our customers can expect the following from us:
- Uptime Guarantee
- Customer Support Guarantee
- Data Privacy Guarantee
- Search Performance Guarantee
Athena Archiver’s Hosted Edition : guarantees that the network will be available 99.99% of the time. In the event that the customer experiences downtime, we will credit the customer a prorated portion of their annual billing amount for each day of downtime.
Customer Support Guarantee
Athena Archiver guarantees that customer support will be available during business hours for standard care customers and 24/7 for priority support contract customers. The Athena Archiver technical support team will respond to your issue within 24 to 48 hours of your request, depending on the priority level of your concern.
Data Privacy Guarantee
Athena Archiver guarantees that your data will not be accessible by any third-party, including Athena Archiver staff. In the unlikely event that the Athena Archiver network is breached by an unauthorized third-party and customer data is converted into readable form, Athena Archiver will refund the license and storage fees to the customer for the 12 month period preceding the breach.
Search Performance Guarantee
Athena Archiver’s high performance distributed search architecture ensures real-time search and retrieval, enabling us to offer our exclusive search performance guarantee. Athena Archiver guarantees that 95% of all customer search requests will be returned within 5 seconds or less. In the event that the Athena Archiver service fails to return results within 5 seconds 95% of the time, Athena Archiver will credit the customer a prorated portion of their annual billing amount for each day that customer experiences slow search performance.
Any claim under the SLA must be made in writing within three days of the event. Any claims following that time can not be authenticated and no credit will be issued. The SLA does not apply to planned maintenance or outages caused by Customer, Force Majeure or by third-party malicious activity. The SLA does not apply to delinquent customers