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Service Level Agreement

This Service Level Agreement (“SLA”) by Mergent, Inc. hereafter referred to as “Mergent”, identifies and defines service and support levels provided by Mergent to the Customer for the EventsData Service. Under this SLA, the Customer may submit a written request to Mergent to grant due consideration for any failure to meet quality parameters as defined in accordance with this SLA.

(A) DEFINITIONS

“Mergent”

Mergent, Inc. shall be referred to as “Mergent”.

“the Customer”

Refers to any person, firm or company with a current Mergent Online contract

“the Service”

The EventsData Service consists of the EventsData browser based application, EventsData server(s) and EventsData server's local network (the boundary being 3rd party demarcation points.).

“the Platform”

The browser based software application by which the Customer can access the information and the Service.

“Network Connectivity”

A network connection between a Mergent owned Firewall and the Customer's local network.

“Point of Contact”

Authorized representatives from the Customer, chosen to liaise and support the Service

(B) AVAILABILITY

  1. Mergent's availability commitment is to have the Service available 99.0% of the time.
  2. Service unavailability consists of the number of minutes that the Service is not available to the Customer.  Unavailability resulting from the following is not covered in the scope of this SLA:
    1. Continually for less than an hour, which the Customer fails to report in writing to Mergent within three working days.
    2. From Scheduled Maintenance to the Service that was communicated to the Points of Contact in accordance with Mergent Policy.
    3. Directly or indirectly, from the Customer's applications, equipment and/or facilities.
    4. From acts or omissions on the part of the Customer, the Customer's suppliers and/or any use/user of the Service authorized by the Customer.
    5. Any circumstance beyond Mergent's reasonable control.
  3. Scheduled Maintenance shall mean any maintenance completed by or on behalf of Mergent to which the Customer has been notified 48 hours in advance. Notice of Scheduled Maintenance will be provided to the Customer's designated Point of Contact by a method elected by Mergent (telephone, e-mail, fax or letter).

(C) CUSTOMER RESPONSIBILITY

  1. The Customer shall be responsible for making available the Platform as detailed in the General Terms and Conditions of the Service contract.
  2. 2. The Customer shall be responsible for providing Mergent accurate contact information and must promptly notify Mergent of any changes to these details in respect of the customers' designated Point of Contact.
  3. The Customer must fulfil all contractual obligations as outlined in the Mergent Order Form and Contract.

(D) SECURITY AND BACKUP

  1. Any access to the Service that Mergent deem unauthorized or malicious, Mergent shall be entitled to initiate whatever action is deemed necessary against the Customer.
  2. Mergent will apply a backup/restore schedule to ensure provision of user details created within the Service.

(E) GENERAL

Mergent reserve the right to amend the SLA at any time and will become effective upon posting of the revised SLA to the URL http://eventsdata.com or other notice provided to the Customer. This SLA shall be valid for the duration of the Service Term (an initial minimum term of one year) with effect from the Contract Commencement Date.

Questions and Suggestions

If you have any questions or suggestions about Mergent's privacy and personal data protection policy, please feel free to contact us at customerservice@mergent.com.

Mergent, Inc. 5250 77 Center Drive, Suite 150, Charlotte, NC 28217

1-800-937-1398 or 704-527-2700

Fax:  704 559 7622

Website: http://www.mergent.com

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