Aqua Service Level Agreement

aquaLog® is a registered trademark of Aqualog Limited. aquaLite™ and GoBacti™ are brands of aqualog Limited. You can use our trademarks in work instructions, safety and training publications and reports to indicate the use of our products as long as Aqualog`s ownership is recognized. We will offer training to help users get the most out of the service. Technical support for the software developed by Aquaveo is made available to commercial users with an updated maintenance license. Technical assistance is available Monday to Friday (except public holidays) from 8am to 5am MST either by email (support@aquaveo.com) or by phone (801.691.5530). Support services are divided into two main categories: technical support and engineering support. While all licensed commercial users with recent maintenance have unlimited access to technical support, engineering support usually requires an additional support contract agreed with Aquaveo. Technical assistance is not intended to replace software training (formal or other).

It is understood that neither Aquaveo nor its employees assume explicit or tacit guarantees or assume any legal responsibility for the accuracy, completeness or usefulness of the technical assistance offered. If, for some reason, you are dissatisfied with the level of service, please contact Tom Moreland (moreland@aquaveo.com – or – 801.691.5528) to express your concern. The client does not transfer his hosting account or other rights related to the agreement to third parties and/or make it available to third parties unless the provider has given explicit written consent. In case we do not fulfill a warranty above, we will refund 5% of your monthly service charge for each hour of downtime or delay in response time, up to a maximum of 100% of the monthly service charge for the services concerned. You agree to be responsible for the provision and maintenance of your own Internet access and agree to inform us of any changes to your equipment, including changes to the system configuration or hardware or software upgrades that may affect the services we provide. We guarantee 100% of the running time of all cloud servers. Customers accept that if a Cloud Server Cloud Server server is errored, it automatically restarts on another VMware High Availability cloud server, which is a continuation of the service. This agreement governs your acquisition and use of our services. By accepting this agreement, you accept the terms of this agreement. If you enter into this agreement on behalf of a company or other legal entity, you declare that you are entitled to join that entity and its companies related to these conditions, in which case the terms “you” or “you” refer to that entity and its associated companies. If you do not have such power or if you do not agree with these Terms and Conditions, you cannot accept this Agreement and not use the Services.

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