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SLA Altospam
by Stephane
ALTOSPAM service guarantees
An SLA is an assurance provided to the Customer as to the quality of the Service delivered by the Service Provider. In the context of the proposed service, quality is linked to false-positive and false-negative rates.
Altospam’s SLAs are:
* 99.5% spam-free emails
* less than 0.01% false positives
* 99.9% virus-free emails
* 99.99% uptime
The following thermal baths are listed in the General Terms and Conditions:
To the maximum extent permitted by applicable law, the Service Provider makes no warranties, express or implied, except as set forth below: The Service will be considered ineffective if the false-positive rate exceeds 0.01%, or if the false-negative rate exceeds 1%, assessed over one week. Once this threshold has been reached, the Customer may either freely terminate the Contract and request reimbursement on a pro rata basis for the number of months not used for the duration of the current Contract; or benefit from a discount equivalent to ten times the sum of the false-positive and false-negative rates recorded over the most critical week, up to a limit of 50%, on the next Contract renewal.
As part of the antivirus service, and to the maximum extent permitted by applicable law, the Service Provider makes no warranties, express or implied, except as set out below: The Antivirus Service will be considered ineffective if the number of distinct emails received that are found to contain a virus or malware exceeds the upper integer of 0.1% of the number of emails filtered in the course of a week. Once this threshold has been reached, the Customer is free to terminate the Contract and request reimbursement on a pro rata basis for the number of months not consumed for the duration of the current Contract.
The Service’s technical architecture is redundant, with two servers per customer. It uses native functions of the SMTP protocol to distribute e-mails to the first available server, thus ensuring high availability of the service. Every effort is made to provide the Customer with a stable and available Service.
The Service Provider guarantees a monthly availability of the Service greater than or equal to 99.99%, except in cases of force majeure. In the event of default, the Customer may freely terminate the Contract and request reimbursement on a pro rata basis for the number of months not consumed for the duration of the current Contract. In the event of default, the Service Provider undertakes, at the Customer’s request, to deduct from the next invoice penalties equal to 10% of the monthly amount invoiced, excluding options, for each full 60-minute period of unavailability, up to a maximum of 50%. If invoicing is on an annual basis, the monthly amount invoiced will be equal to one-twelfth of the annual amount invoiced, excluding options. The unavailability of the Service implies the concomitant unavailability of the two servers made available to the Customer. The availability of the Service cannot be taken into account if the Customer has not correctly configured the two servers defined by the Service Provider when subscribing to the Contract. No guarantee of availability is applicable to the Service’s administration console, as its non-availability has no consequence on the operation of the Service and is without prejudice to the Customer.
The Service Provider’s operations require it to receive, analyze, buffer (queue) and retransmit a multitude of data belonging to the Customer and its staff. The data contained in e-mails is sometimes sensitive.
The Service Provider will make every effort to protect this information, in particular by securing its servers. In the interest of confidentiality of communications, the Service Provider guarantees that no message from the Customer will be read, modified or manually analyzed, except for the purpose of improving the Service or in the event of an express request from the Customer. However, the Customer acknowledges that, due to the way the SMTP protocol works, the Service Provider cannot give any explicit or implicit guarantee concerning the confidentiality of data for the entire transaction. The Service Provider hereby informs the Customer that the Service, by virtue of its operation and purpose, may occasionally generate a delay in the receipt of emails.
— Article updated in January 2011 —
To the maximum extent permitted by applicable law, the Service Provider makes no warranties, express or implied, except as set forth below: The Service will be considered ineffective if the false-positive rate exceeds 0.01%, or if the false-negative rate exceeds 1%, assessed over one week. Once this threshold has been reached, the Customer may either freely terminate the Contract and request reimbursement on a pro rata basis for the number of months not used for the duration of the current Contract; or benefit from a discount equivalent to ten times the sum of the false-positive and false-negative rates recorded over the most critical week, up to a limit of 50%, on the next Contract renewal.
As part of the antivirus service, and to the maximum extent permitted by applicable law, the Service Provider makes no warranties, express or implied, except as set out below: The Antivirus Service will be considered ineffective if the number of distinct emails received that are found to contain a virus or malware exceeds the upper integer of 0.1% of the number of emails filtered in the course of a week. Once this threshold has been reached, the Customer is free to terminate the Contract and request reimbursement on a pro rata basis for the number of months not consumed for the duration of the current Contract.
The Service’s technical architecture is redundant, with two servers per customer. It uses native functions of the SMTP protocol to distribute e-mails to the first available server, thus ensuring high availability of the service. Every effort is made to provide the Customer with a stable and available Service.
The Service Provider guarantees a monthly availability of the Service greater than or equal to 99.99%, except in cases of force majeure. In the event of default, the Customer may freely terminate the Contract and request reimbursement on a pro rata basis for the number of months not consumed for the duration of the current Contract. In the event of default, the Service Provider undertakes, at the Customer’s request, to deduct from the next invoice penalties equal to 10% of the monthly amount invoiced, excluding options, for each full 60-minute period of unavailability, up to a maximum of 50%. If invoicing is on an annual basis, the monthly amount invoiced will be equal to one-twelfth of the annual amount invoiced, excluding options. The unavailability of the Service implies the concomitant unavailability of the two servers made available to the Customer. The availability of the Service cannot be taken into account if the Customer has not correctly configured the two servers defined by the Service Provider when subscribing to the Contract. No guarantee of availability is applicable to the Service’s administration console, as its non-availability has no consequence on the operation of the Service and is without prejudice to the Customer.
The Service Provider’s operations require it to receive, analyze, buffer (queue) and retransmit a multitude of data belonging to the Customer and its staff. The data contained in e-mails is sometimes sensitive.
The Service Provider will make every effort to protect this information, in particular by securing its servers. In the interest of confidentiality of communications, the Service Provider guarantees that no message from the Customer will be read, modified or manually analyzed, except for the purpose of improving the Service or in the event of an express request from the Customer. However, the Customer acknowledges that, due to the way the SMTP protocol works, the Service Provider cannot give any explicit or implicit guarantee concerning the confidentiality of data for the entire transaction. The Service Provider hereby informs the Customer that the Service, by virtue of its operation and purpose, may occasionally generate a delay in the receipt of emails.
