This page defines the specific services for the Client that the Company will provide and describes the Services to be provided all as more specifically described in this schedule below:
a. Customer Support
b. Monitoring and Reporting
c. Backup Services
The customer service help desk will be available to accept, and work on support e-mails sent to intelligence@ActiveXchange.org (APAC) and intelligence@ActiveXchange.ca (North America) and info@ActiveXchange.co.uk (EMEA) between the hours of 0830 and 1830 Monday through Friday excluding Public Holidays.
ActiveXchange shall provide the following response times to e-mails received:
Temporary fixes will be suggested and made at the earliest possible time, reflecting the severity and complexity of the problem. These will then migrate to a permanent fix in the time frames specified above.
When Client logs a support email with ActiveXchange, impact and severity will be assigned to the email by ActiveXchange using the following guidelines.
Impact: the extent the problem would have on Client’s business continuity (reflecting number of people affected):
Severity: how severely the Client’s business is impacted.
Escalation process
The email logging system escalates based on the time that an email (call) remains in a particular status & impact/severity. Escalation levels:
1. Support analyst notified
2. Support analyst and team leader notified
3. Support analyst, team leader and support manager notified
4. Support analyst, team leader, support manager and director notified.
Client can request escalation by contacting ActiveXchange’s customer support within Service Hours. All requests will be logged and overseen by a director level member of staff.
ActiveXchange stores client data on servers within the Client's region.
ActiveXchange will ensure that backups are performed on a minimum monthly basis. The majority of ActiveXchange's products are built on the Microsoft technology stack, ensuring best practice with respect to data management and security, further details are available at https://privacy.microsoft.com/
Online server availability will be in line with the service levels specified by the service provider contracted by the Company (Microsoft for the majority of products and data services).
ActiveXchange's approach to data management and security can be found here.
ActiveXchange develops and maintains the platform in a domain hosted on a dedicated web based server. The Client has access to the platform through a secured login process based
on their privileges.
ActiveXchange takes all reasonable steps within its control to maintain the functionality and
performance of the tool and ensure the security of the data stored within the platform. The following sections shed light to the server specifications and data protection and recovery policies of the Online Hosting Provider (OHS) through its terms and conditions.
Annex 1
Annex 2
Automated Backups:
SQL Database uses SQL Server technology to create full, differential, and transaction log backups for the purposes of Point-in-time restore.
The transaction log backups generally occur every 5 - 10 minutes and differential backups generally occur every 12 hours.
Security:
Transparent data encryption for SQL Database.
Transparent data encryption (TDE) helps protect SQL Database against the threat of malicious activity. It performs real-time encryption and decryption of the database.
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