We are committed to providing our customers with unparalleled availability of our online business applications. We recognize that you need to have our Services available whenever you want or need to do business, and we strive to consistently exceed our service-level commitments.

One of the significant benefits of using our Services is the fact that you never have to pay for upgrades or system improvements. To bring you these benefits, we usually schedule a weekly or biweekly late-night one-hour maintenance in which we upgrade the existing application for minor enhancements. On or around a quarterly basis, we usually have a major new release in which we add significant new features to our Service. These periodic major releases can take several hours, and we will always notify you in advance of any unplanned downtime where possible. At all times, we initiate these maintenance activities during the off-peak 12 a.m. – 4a.m. Eastern time hours to minimize downtime. Our current service-level objectives are as follows (expressed in United States Eastern Time):

These percentages indicate our uptime objective. Thus, we expect our Services to be down less than 0.5% of the time during peak business hours (less than 1/2 hour per week) and to consistently meet these objectives. (In actual practice, our peak business downtimes have been far less than that). We recognize that you are entrusting us with your critical business information. While we securely manage your information for you in our data center, it is always your data and your data alone, and you always have the ability to export your data into a Comma Separated Value (CSV) file from our service following security authorization. We created this export capability because we know it is important for you to have the option of retrieving your data at anytime, from anywhere you want.

We know that providing you uninterrupted service is critical for our success. We also know that other factors can influence your ability to reach our service, like the ability of your Internet Service Provider (ISP) to keep you constantly connected to the Internet. If you ever need to access SolutiaNet when your ISP is not available for some reason, please call us immediately and we will provide you with dial-up instructions to help you reach our service. If you have any questions, please contact support@solutianet.com .