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Service Level Agreement for the process of online backup and restores

Service Level

IBC Online Services Limited ("IBC") agrees to provide the Customer ("You") the IBC DataBank Online Backup Service (the "IBC DataBank Service") for your PC and any subsequent PC's that you may opt for backup as described in this Service Level Agreement (the "SLA" or "Service Level Agreement"). For purposes of this Agreement "Your Data" shall be deemed to include any information transmitted from PC’s using the IBC DataBank Service.

Current Data Protection

Backup configurations can be set to run periodically, typically on a daily scheduled basis. When a backup configuration is running, only changes to files and databases you have selected for backup on the PC are captured by the IBC DataBank client and immediately queued for transmission to the IBC DataBank Servers. It is critical that the PC from which you choose to run a backup job has a stable Internet connection to facilitate the necessary data transfer for a successful backup. Users are expected to review the log content of every backup execution to make sure that the backups have taken place successfully. The IBC DataBank client provides various means for communication of the backup status including desktop and email notification with various information level options.

Historical Data Protection (Restoration Period)

The ‘restoration period’ refers to the length of time previous versions of each file backed up to the IBC DataBank server are retained. This means that any version of a data file can be restored by the user, back to a history equal to the length of the ‘restoration period’. The default setting for the ‘restoration period’ is one month so if you were backing up once per day you would be able to recover the previous 30 versions of the file. Once a backed up version of the file becomes older than the ‘restoration period’ setting it is deleted from the system; the most up to date version of the file is always retained. The standard setting for the IBC DataBank ‘restoration period’ is one month but can be upgraded to longer periods for customised solutions.

Internet-Based Restore

Restore time over the network is limited by your connection bandwidth speed and quality, other factors such as network performance, data compressibility and end user systems may also affect restore times.

THE IBC DataBank SERVICE

When used in accordance with the usage requirements and guidelines specified in the product documentation of IBC DataBank client, the IBC DataBank Service provides online backup protection for the operating systems listed. The IBC DataBank Service is able to protect your PC data information subject to limitations outlined for the IBC DataBank client.

To deploy the IBC DataBank Service, you should download and install a software module (the "IBC DataBank Client") from the IBC DataBank web site on to each PC. Once configured the IBC DataBank Client replicates and synchronizes the selected data in its entirety (the "Initial Backup") to the offsite "IBC DataBank Server”. After the initial Backup, only changes to files and databases selected for backup on the PC (the "Changes") are sent to the IBC DataBank Server.

You manage the IBC DataBank Service through a client interface that is personalized with your custom content. This is the only interface provided with the IBC DataBank service and you are asked to provide a unique encryption passphrase during your first install of the IBC DataBank Client that you would be expected to archive at a safe place. You will not be able to retrieve your PC data correctly without keying in this encryption passphrase on a new PC when you run a retrieval operation. You are advised to store and make copies of this encryption passphrase as the IBC DataBank service assumes no liability for the loss or damage of the same key leading to 'non-retrieval of your PC data by the IBC DataBank Client' during restore operations.

From time-to-time this Service Level Agreement may change. A modification may include, but is not limited to, changes in system requirements, restrictions, limitations, or bandwidth requirements. You will be notified via electronic mail and/or through a Web site posting, whose location will be specified in the electronic mail notification. You are responsible for ensuring that Your system conforms to any updated restrictions, limitations or requirements.

In the event that your use of the IBC DataBank Service is adversely affecting the operation of the IBC DataBank Service, your IBC DataBank Service may be terminated by IBC without liability to IBC, its suppliers or other end users. In order to prevent your use of the IBC DataBank Service from adversely affecting the effectiveness of the IBC DataBank Service for other end users, or to preserve system integrity or prevent network abuse in which case notice shall be provided to you via e-mail promptly following such emergency termination. You are responsible for updating IBC as to any changes to your email and contact information to facilitate communication of these notices via a change to your 'Profile' information via the web interface.

IBC provides assurance that, at least via one of its access methods, which may include IBC DataBank client and the Web Interface of its online backup service, the IBC DataBank service is accessible at least 97.5% of the time at its data centre. This does not provide assurance on the actual backup and restore execution since it is dependent on various factors that include network connectivity at the user end and the route from the user's computer to IBC DataBank servers over which IBC has little control. In the event the service is not available at the data centre for times that exceed the limits mentioned above when computed on a yearly basis from a point in time, the liability would be limited to the user's prorated charges for the outage time.

 

 
           
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