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Server Location & Information
Our servers are located at FastServers Datacenter, Freemont, California. FastServer's servers are among the most reliable in the industry. With a guaranteed 99.9% network availability and fast, reliable connectivity, FastServer's world-class network reliability means you can count on your server being up for business. FastServer has 24/7/365 security and network monitoring and is safeguarded with state-of-the-art network security.The servers hardware vendor is available 24 hours a day for onsite repairs. >> View the Facility Tour.
Subscription Service Availability
ProActive Software will aim to provide a service availability of 99.9%. Service availability is defined as the ability to access and use the ProWorkflow application. In the event of an outage or server access issue, ProActive Software not accept liability for data loss, but will act immediately to restore customer and server access.
Support Response Time
ProActive Software is committed to providing excellent customer support. We aim to answer most support issues within a few hours, however In the event that urgent support is required, we will do whatever is necesary to assist. Email support is available 24/7, phone support is available 8am-6pm, Mon-Fri based on pacific time GMT+12. In addition, there are custom support terms and SLA's in the ProWorkflow Enterprise contract.
Accessing ProWorkflow Code via FTP
The ProWorkflow code will not be accessible via FTP for subscription accounts. This is to ensure security, performance and server integrity. If server access is needed this can be negotiated.
Maintenance Updates and Upgrades
Enterprisecustomers may have customization, soupdates and upgrades are negotiated on the contract. Updates and upgrades will be made at quarterly yearly intervals, or intermitantly if neccesary. Notification will be given prior to updates to ensure customer permission before changes are made.
Code & Data Ownership
With subscription accounts, the ownership of the code remains that of ProActive Software Ltd. The data entered in the database is under ownership of the customer and can be supplied as a digital file (MS SQL) upon request. If the customer requires ownership of the code, they may purchase the code as a download.
Account Billing, Invoicing and Refunds
Subscription accounts are to be paid for the agreed billing period in advance of service either through ProActive Software's 2Checkout recurring billing system for Credit Card payments or by arranged automatic payment. Payment is due no more than 14 days after an invoice is received. Late payments of 30 days (from time of invoice) or more will result in account suspension, or cancellation. No refunds will be given unless by arrangement.
Pricing Policy
ProActive Software Ltd has set the pricing of subscription accounts at what is deemed to be a 'fair and reasonable' market rate. Prices will be reviewed every 6 months, and adjusted accordingly if needed. Our intention is to decrease prices where possible or leave as is, however ProActive Software reserves the right to increase prices as a last resort if necessary. Notice will be given in advance of any price changes.
Canceling Subscription Accounts
If canceling an account, payment is to be made up to the end of the billing period you are in. No refunds will be given. Cancelled accounts will have their data archived.
ProActive Software's Right to Monitor or Terminate Accounts
ProActive Software has no obligation or need to monitor customer accounts, but may do so, if for any reason, it believe there is just cause. Reasons could include illegal activity, pornography, uploading of virus infected files or questionable material. If deemed necessary, for the reasons aforementioned, ProActive Software reserves the right to terminate accounts at will. Discretion will be used, and action may be taken to ensure server integrity for other customers.
Data Backup Integrity
Backup of data is the sole responsibility of the customer. ProActive Software will accept no liability for the loss of customer data through through general use, hacking or server failure. ProActive Software will be responsible however for ensuring regular backup of the subscription accounts and the server itself. The servers currently backup twice daily and weekly to both local servers and a remote server location. 14 day retention and historical backups are available. We recommend customers use the 'Database Backup' facility, built into each ProWorkflow application to regularly backup their data. This facility allows a customer to save a copy of the database locally.
Non-Delete Policy
The databases are setup in such a way that no data is ever deleted, only marked in the database as deleted. This means the any information you accidentally delete can be retrieved easily.
Privacy of Information - Privacy Policy
ProActive Software will at all times be committed to ensuring privacy of information. Any customer information submitted will only be used for the purposes of ProActive Software and will not be distributed to third parties. On occasion, access may be needed by ProActive staff to troubleshoot.
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