This SLA for Data Backup Service (the “Agreement”) is entered into by and between Spinalogic Australia Pty Ltd, (“Service Provider”) and each practice using our service, (“Customer”).
Service Description
• Service Provider shall provide a data backup service (the “Service”) to Customer, which shall include:
• Regularly scheduled backups of Customer’s data
• Storage of backup data in a secure and redundant off-site location
• Ability to restore backed-up data upon request
Service Availability
Service Provider shall use commercially reasonable efforts to ensure that the Service is available at least 99.9% of the time each month. Service Provider shall notify Customer of any planned downtime and will schedule such downtime during off-peak hours.
Backup and Restoration
Service Provider shall perform backups of Customer’s data as scheduled and store such data in a secure and redundant off-site location. In the event of data loss, Service Provider shall use commercially reasonable efforts to restore Customer’s data from the most recent backup. The maximum allowable time for data restoration is 2 business days unless hampered by technical issues outside of the Service Provider’s control.
Data Security
Service Provider shall take reasonable measures to ensure the security and confidentiality of Customer’s data. Service Provider shall use industry-standard encryption protocols to protect the transmission of data between Customer and Service Provider.
Customer Support
Service Provider shall provide business hours customer support for the Service, which shall include assistance with backup and restoration of data. Business hours are 9am – 5pm Monday to Friday AEST excluding public holidays.
Service Pricing
Service Provider shall charge Customer according to the volume of data stored for the Service. Payment shall be made monthly in advance to the Customer’s credit or debit card. If the volume of data stored exceeds the allocated amount for the service tier in use, the fee will be automatically adjusted to suit. The Customer will be advised of any such change.
Termination
Either party may terminate this Agreement upon 30 days’ written notice. In the event of termination, Service Provider shall delete all Customer’s data from the backup storage.
Limitation of Liability
Service Provider’s liability for any damages arising out of or related to this Agreement shall be limited to the total fees paid by Customer to Service Provider for the Service during the 12 months preceding the event giving rise to the claim.
Governing Law
This Agreement shall be governed by and construed in accordance with the laws of Queensland.