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This is WebDesk Inc’s (“WebDesk”, “we”, or “our”) Network and Server Maintenance Policy. This policy discusses the ways in which we maintain our technology to improve and administer the Services (as defined in the Terms of Service) and how you will be impacted by these actions. Capitalized terms used but not defined in this policy have the meaning given to them in our Terms of Service.
We offer a 99.9% uptime commitment. We will use our commercially reasonable efforts to provide the Services twenty-four (24) hours a day, seven days a week. However, in order to operate in an efficient and secure manner, servers and network equipment require routine maintenance and upgrades (“Scheduled Downtime”) and you acknowledge that from time to time the Services may be unavailable for various reasons, including to Schedule Downtime, or causes beyond our control. We will provide commercially reasonable efforts to minimize any other disruption, inaccessibility, or inoperability of our servers and network equipment, but we are not responsible for the unavailability.
Planned outages, including Scheduled Downtime, during these periods will not fall under our SLA commitment. WebDesk Inc will make a reasonable effort to advise customers as far in advance as possible of any predicted extended outages.
Definitions. Three types of maintenance downtimes are defined:
“Routine Maintenance” means a weekly short downtime necessary for quick updates and patches requiring reboots or restarts.
“Comprehensive Maintenance” means a longer monthly or otherwise scheduled downtime necessary for more significant enhancements.
“Emergency Maintenance” means a service affecting maintenance that is so severe it requires immediate attention.
“Scheduled Downtime” includes (i) and (ii) above.
Intervals. The Scheduled Downtime intervals are as follows (all times are Eastern Time):
Routine Maintenance Window (Weekly). Sunday evenings from 10:00PM until Monday mornings at 7:00AM. Outages should not exceed fifteen (15) minutes unless other problems are encountered and will NOT be announced.
Comprehensive Maintenance Window (Monthly or Scheduled). First Friday evening of every month from 9:00PM until 10:00 AM Sunday morning or otherwise scheduled and communicated to affected customers via your Contact email address.
Emergency Maintenance. This type of maintenance is inherently not scheduled and is only used in extreme circumstances. We will make our best effort to notify customers should this become necessary.
Limitations. This Maintenance Policy includes but is not limited to:
Shared Servers and Accounts
Reseller Servers and Accounts
VPS Servers and Accounts
All network equipment
Internal websites such as billing and support
*Major system upgrades may require additional Scheduled Downtime*
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