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Service Level Agreement

Products

GTSoft and its affiliated company provide the following hosted Software as a service (SaaS) offerings:


2. Hosting Services

2.1 Servers

Our SaaS offerings are hosted on servers managed by Rackspace Inc., one of the largest hosting companies in the country. We have separate web and database servers.

2.2 Maintenance and Monitoring Service

Under managed service, Rackspace performs necessary system software and hardware maintenance on a regular basis. All maintenance jobs are performed late at night, to ensure minimum disruption. Rackspace port monitoring service ensures that support personnel are notified in event the web server becomes unavailable.

2.3 Bandwidth Availability

Rackspace provides 100Mbps of throughput. The internal network has a speed of 1 Gbps.

2.4 Disaster Recovery Plan

Our contract with Rackspace has the following:

  • 1. A component causing any hardware failure will be replaced within an hour.
  • 2. Data restore will start immediately after the hardware change. It requires approximately 5 mins for each 200MB of data.

3. Data Services

3.1 Backup / Recovery Plan

Rackspace provides data backup/restore service under their ‘Managed backup services’ offering. The backup services provided by Rackspace are listed below:

Web-server:
  • 1. Complete backup on weekly basis
  • 2. Incremental backups are performed everyday
Database server:
  • 1. Complete backup on weekly basis
  • 2. Incremental backups are performed everyday
  • 3. Full database backup everyday
  • 4. Incremental transaction log backup on an hourly basis
Restoring Data:

Once a restore request is made, Rackspace starts restoring the data immediately. The complete duration of restore will vary. Typically a 200MB file needs 5 mins to be restored.

3.2 Automated secure data exchange

We provide an FTPS interface for automated data exchanges. FTPS is a secure protocol (FTP over SSL). We use FTP over implicit TLS/SSL for its FTPS.

We can provide SFTP interface for automated exchanges if required.

4. Support Services

4.1 Telephone Support

We provide telephone support for priority one problems to one person (client nominated liaison) during school working days from 9 A.M to 5 P.M CST.

4.2 Web based Support

We provide unlimited web-based support to all users of the system. We make every effort to respond to all issues within 1 business day.