Service Level AgreementLast Updated: 11/06/2020
IDrive Inc. ("we", "us" or "our") agrees to provide the Customer ("you", "your" or "customer") networking services (the "Service") as described in this Service Level Agreement (the "SLA" or "Service Level Agreement"). For purposes of this Agreement "Data" shall be deemed to include any information you store on your computing device(s) and access using the Service.
The Data you store, access, and/or manipulate using our Service is under your control and IDrive assumes no responsibility in the maintenance of your Data. You are responsible for the maintenance, security and access to your device(s) and the Data residing on those device(s). You can access and manipulate your data through our web console, or other compatible third-party applications. It is critical that the computer(s) or device(s) from which you choose to access, manipulate, or transfer your data has a stable power and Internet connection to facilitate successful data transmissions.
When used in accordance with the usage requirements and guidelines specified in the product documentation, our Service creates secure and reliable access to your standalone computer system(s) via our software agents installed on your devices. The Service is able to provide you secure access to authorized areas of your disk drives and other physical or network attached data storage mediums.
To use the Service, you must install a designated software agent on the computer(s) or device(s) that stores Data you wish to access, manipulate, share and/or stream. Your Data is protected with TLS v 1.2 during transmission between your computer and device(s) that is accessing your Data. However, manipulation of your Data (e.g., editing documents, pictures, office files, etc.) may be unencrypted and re-encrypted at secure intermediate servers in order to facilitate editing of such files.
You may use other compatible third-party applications at your election. These third-party applications will be governed by ZipDrive Terms and, if applicable, separate terms and conditions accompanying such third-party applications.
From time-to-time this Service Level Agreement may change. A modification may include, but is not limited to, changes in system requirements, restrictions, limitations, or data transfer requirements. You may be notified via electronic mail and/or through a website posting. You are responsible for ensuring that your system conforms to any updated restrictions, limitations or requirements.
In the event that your use of the Service is adversely affecting the operation of the Service, we may terminate your service without liability to IDrive Inc., its suppliers or other end users. If your use of the Service is adversely affecting the effectiveness of the Service for other end users, or to preserve system integrity or prevent network abuse, a notice shall be provided to you via e-mail promptly following such emergency termination. You are responsible for updating us as to any changes to your email and contact information to facilitate communication of these notices by updating your profile information via the web interface.
We provide assurance that our Services will be accessible at least 99.9% of the time at its data center via the designated access methods, which may include the Service’s web interface or compatible third-party application of your choice. If there is not more than a five percent user error rate, the service will not be considered to be experiencing 'downtime'. Downtime is measured based on server-side error rate. This does not provide assurance on the actual data transfer execution since it is dependent on various factors that include network connectivity of your computer and the route from your computer to your destination device(s) on which we have little control. In the event the service is not available at the data center for times that exceed the limits mentioned above when computed on a yearly basis from a point in time, the liability would be limited to the user's prorated charges for the outage time.