Customers are responsible for checking this document from time to time, as notifications of updates will not be made.

The following SLA Terms and Conditions apply only to Customers agreeing to a Minimum Service Period of one year or more for the DataBak Online Backup Service. This SLA will only apply where you are not in material breech of the Service and Software Licence Agreement.

System Availability Guarantee
We guarantee that our Online Backup Service will not be unavailable for more than an average 43.8 minutes per month (99.9%) excluding periods of Scheduled Maintenance.

If we fail to meet our System Availability Guarantee, we will refund you 5% of each affected Backup Client's current monthly fee per hour of downtime, up to 100% of the affected Backup Client's current monthly fee.

Data Recovery Guarantee
We guarantee that your data will be recoverable within four hours from the initial request excluding periods of Scheduled Maintenance.

If we fail to meet our Data Recovery Guarantee, we will refund you 5% of the affected Backup Client's current monthly fee for each MB (Megabyte) of non-restorable data, up to 100% of the affected Backup Client's current monthly fee.

How to Claim
To be eligible for compensation, you must notify DataBak immediately and within 7 days of the incident. If a response from us is not received within 24 hours, you should assume that a technical fault has prevented us from receiving your request, and should contact our personnel via telephone at 0131 317 7055. Upon notification, we will ascertain whether the problem exists within our realm of reasonable control and reference system logs to confirm the appropriate breech of this SLA.

In all cases our compensation payments are non-cumulative and the highest amount for each guarantee will be paid. In all cases the maximum payment in anyone month will not exceed 100% of the affected Backup Client's current monthly fee, and shall be Customer's sole and exclusive remedy for non-performance under the relevant Agreement. 

Scheduled Maintenance
Scheduled Maintenance means any maintenance at our Data Centres, as advised here 24 hours in advance or that is performed during a standard maintenance window on Sundays from 10:00 hours to 17:00 hours GMT.