Support We pride ourselves in offering the best support levels provided by anyone and give you 24 hour support 7 days a week. 99% of support issues are responded to and/or resolved within 1 hour. Support is provided by our UK staff who work in shifts. We endeavour to respond to and resolve all support issues within 24 hours. Your software license has further details of our support agreement.
To log a support call go to http://support.symbiant.net and click on Submit A Ticket. Our support site also has a searchable knowledge base and trouble shooter to help you solve common problems quickly.
Hosting / SAAs Our servers and maintained and patched on a regular daily basis. We also ensure they are never running at more than 60% capacity. We guarantee network infrastructure availability 99.99% of the time, with server uptime of 99.9% when our servers are not undergoing scheduled maintenance.
Business Continuity Client sites are backup up, off site, daily and a 10 day history kept. This means in the unlikely event of a total disaster we can re-instate your site and have you back online within a few hours.
Your Guarantee If we fail to meet any of our service levels you'll be eligible to claim for one day's service fee for the relevant service.
Our application (the software) is security tested by NCC who are a leading global information assurance specialist. The application implements their security recommendations and best practices. For our cloud platform we use Qualys to regularly test security and Comodo for online protection.
Our cloud hosting is provided and managed by 1&1 Internet Ltd who are one of the world’s leading hosting providers. For more information about 1&1 go to http://about.1and1.co.uk/data-centres/ Unless requested all data is stored and backed up in the UK at Discovery House, 154 Southgate Street, Gloucester, GL1 2EX
The following terms apply to Symbiant’s provision of SaaS Hosting Services:
1. Definitions The definitions of the EULA shall continue to apply but the following additional apply apply: “Agreement” means collectively, these terms herein and the terms set forth in the SLA or any further agreement between the relevant parties. “Customer” means “You” as set forth in the license. "Customer Data" means information submitted by, or entered by a you or a User or automatically uploaded through the use of the SaaS Services including, but not limited to, account information, network information, user ids and usage details. “Exclusions” means the following events, which events shall be excluded from the calculation of Uptime (i) a force majeure event; (ii) outages due to Scheduled Downtime; (iii) outages based on Customer networks or domain name server issues; (iv) Customer’s configuration, scripting, coding; (v) internet outages; (vi) Customer outages requested by Customer; and (vii) Customer changes to its environment which hinder the SaaS Services. “Scheduled Downtime” means planned downtime of which Symbiant has notified Customer at least 72 hours in advance. “SaaS Services” means the access to the online, web based version of the Software (including Documentation), provided by Symbiant or its third party provider through use of the System. “SaaS Service Credit” means in the event that Symbiant is unable to meet the stated level of Uptime in any month, Customer must submit a request for credit, and Symbiant will provide to Customer a credit against future service fees in the manner and to the extent described below. “Subscription Term” means any specific duration identified on an Order during which the SaaS Services will be provided otherwise it will be a 30 day rolling contract. “System” includes the software and hardware used to provide the SaaS Services to Customer over the Internet, including Software, Documentation, other software, web and/or other internet servers, any associated offline components, and all updates thereto. “Uptime” means the time the SaaS Services are available for access and use through the System, but subject to the Exclusions described herein. “User” means your employees, contractors or representatives that you authorize to use the Software.
2. SaaS Services
2.1. Right to Use the SaaS Services. Subject to the terms of the Agreement and payment of applicable fees, during the Subscription Term, Symbiant grants to Customer a non- exclusive, non-transferable right which Customer cannot sub-license, for Customer and its Users to access and use the SaaS Services for Customer’s internal business purposes.
2.2. The default contract period is a rolling 30 day contract. Each side can terminate without reason by giving the other parties 30 days written notice.
3.1. Fees. The SaaS Hosting Fees payable by Customer to Symbiant are those stated in each Order.
3.2. All fees are payable in advance of service.
3.3. customers can elect to pay monthly, quarterly, six monthly or annually by credit card, paypal, standing order or BACS upon invoice.
3.4 Your fees are fixed and providing your license does not change or your account does not default neither will our charges
3.5 Administration fees: company forms, failed or late payments and visits to our facilities are chargeable and not included in our advertised prices.
3.6 Missed or late payments. If your payments are late your account will go in to default. The advertised monthly fees are based on all payments being made on time, this means by the day they are due. We reserve the right to increase monthly fees if 3 or more payments are late in a 12-month period. We also reserve the right to terminate unpaid or overdue accounts without notice and or change the monthly fee for accounts which default.
All development and support is 100% UK based