1. Uptime Guarantee
SES Construction Software Ltd (SES) Service Level Agreement (SLA) covers certain aspects of our www.qmrplus.com (website). Our target is to achieve 100% website availability for all customers.
In the event that your website availability falls below 95%, you may request a credit per the terms and conditions of the SLA. To request a credit you must contact us via the website.
Requests for credits must be received within ten (10) days after the incident for which the review is being requested and each request in connection with this SLA must include the dates and times of the unavailability of the Website. If the unavailability is confirmed by us, a credit will be applied within two (2) weeks toward future website monthly charges. Credits are not refundable and can only be used for current or future charges.
2. Availability.
SES shall use all reasonable commercial efforts to ensure that website is operating and available to Customers at a rate of ninety-nine percent (95%) uptime. Circumstances beyond SES's reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labour disturbance, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, Browser software limitations.
3. Service Credits.
Customer will be given a service credit of one weeks billing charges for any month in which SES fails to maintain an uptime of ninety-five percent (95%), which is exclusive of performance issues (a) caused by factors outside of SES’s reasonable control, (b) that resulted from Customer’s equipment and/or third party equipment not within SES’s exclusive control or (c) that resulted from any actions or inactions of Customer or any third parties. Notwithstanding anything to the contrary herein, the total amount credited to customer in a particular month under this SLA shall not exceed the total hosting fee paid by customer for such month for the affected Services. In no event will SES be liable for any indirect or consequential loss or damage.
3. Support and Response Time.
SES will provide support for its website via the ticket system within www.QMRplus.com (website).
SES will respond to support requests within normal working hours with the following targeted time periods:
- Four hours if Site is completely unavailable and affecting all users.
- 1 day if the Site is completely unavailable and affecting one user.
- 2 days for operational queries
4. Maintenance Procedure
SES reserves the right to perform emergency maintenance without any prior notification, should it be deemed necessary to protect and maintain the security and integrity of the Service.
5. Terminate this agreement
This agreement can be terminated by either party at any time after the first 30 days, any outstanding charges are not refundable. Automatic termination for none payment of the monthly fee will occur 7 days after the due date.
6. No Warranty
SES provides the website service "as is," "with all faults," and "as available." We don't guarantee the accuracy or timeliness of information available from the service. You acknowledge that computer and telecommunications systems are not fault-free and occasional periods of downtime occur. We do not guarantee the service will be uninterrupted, timely, secure, or error-free, or that data loss will not occur. We give no express warranties, guarantees, or conditions. We exclude any implied warranties, including for merchantability, satisfactory quality, fitness for a particular purpose, workmanlike effort, and noninfringement. You may have. Nothing in this contract is intended to affect those rights, certain rights under your UK law if they are applicable.
7. Cooling off period
When you request a service from us, you agree that we may begin to provide the service immediately and that you will be entitled to a cancellation or "cooling off" within the first 28 day period
8. Charges
Charges are as shown in the tables in the website. The price stated for the service excludes all taxes and phone charges, unless stated otherwise. You're responsible for any taxes and for all other charges (for example, currency exchange settlements).
9. Payment
You must be authorized to use the payment method that you enter when you create a billing account. You authorize us to charge you for the service using the payment method shown on the website. We may bill: (a) in advance; (b) on a recurring basis for subscription services.
10. Updates to your billing account
You must keep all information in your billing account current. You can access and modify your billing account on the website. You may change your payment method at any time. If you tell us to stop using your payment method and we no longer receive payment from you for the paid service, we may cancel that service. Your notice to us will not affect charges we submit to your billing account before we reasonably could act on your request.
11. Trial period offers
Unless we notify you otherwise, if you're participating in any trial period offer, the service will be automatically cancelled at the end of the trial period to avoid incurring new charges. If you do not cancel your service and we have told you the service will convert to a paid subscription at the end of the trial period, you authorize us to charge your payment method for the service.