Hosted Service Level Assurance

Purpose and Scope

We are Prelude Software Limited ("Prelude", "the Company", "we", "us" or "our"), a company registered in England and Wales under company number 2985428, whose registered office is at Tondu Enterprise Centre, Bryn Road, Aberkenfig, Bridgend CF32 9BS.  This document specifies our commitment to provide our customers with the highest level of performance and availability of our Hosted Services that can reasonably be expected. Visit https://status.prelude.software to view a summary of the current status and recent uptime history of our Hosted Services. If you have any queries about our AUP, please email us at support@prelude.software.

Hosted Services

Hosted Services includes any of our services that are delivered in whole or in part via the internet using applications and data that are stored in whole or in part on our data-centre server platforms.  This includes Cloud Accounting, Cloud CRM, Desktop, Website, Email and Backup services.

Application Uptime

We offer a 99% uptime guarantee excluding Scheduled Maintenance.  In any month, should the uptime fall below the guaranteed level, one calendar day pro-rata fees shall be rebated and a further subscription day shall be rebated for each 1% point where the average uptime falls below the guaranteed level.  The maximum rebate in any one month shall be limited to one month’s fees.

Scheduled Maintenance

Scheduled Maintenance means any maintenance on the Service, where you are notified 48 hours in advance by a posting on the Service web site or by telephone, email or fax.  We will advise you of the nature of the work and the expected duration which, where possible, will be performed during a standard maintenance window from 23:00 hours to 08:30 hours GMT.

Time to Fix

We do not expect to need to make any fixes except as set out under Scheduled Maintenance above.  However, should the need arise, the data centre is manned by technically trained staff who are continuously monitoring our equipment 24 hrs per day, 7 days per week including bank holidays.  We expect them to respond and start to remedy any event within 15 minutes of its occurrence.

Security Breach

We do not anticipate any such breach.  Internet traffic to and from our servers is continuously monitored and filtered using the latest anti-virus and anti-intrusion hardware and software.  If there is any failure we will as a matter of course rectify and cleanse the data and we will use all reasonable efforts to inform you by message, email and/or telephone as seems most appropriate to us at the time and confirm to you when normal services have been resumed.

Capacity

The system architecture is sized to comfortably exceed peak user demand and is readily scaled to match the growing needs of the business.  The design includes fail-over recovery solutions with built-in redundancy to ensure that component failure does not compromise user performance.

Reasonable Use

The hosting services we provide should be sufficient for the needs of most small businesses and, where appropriate, are specified in the terms and conditions of the particular services and are included in the fees that we charge for those services.  However, we reserve the right to charge extra fees should use exceed what we deem to be reasonable with regard to volume of data stored on our servers, website size and traffic levels, extended email r