Namtra Business Solutions Inc. is committed to providing you with superior service and support. Our Service Level Agreement (SLA) provides security, service, support, uptime and performance targets to you.

The data created by you is owned exclusively by you. Namtra Business Solutions Inc. will never use your data or make your data available to any third party. Namtra ensures the privacy of your data by utilizing industry best-practices for security such as password protection, data encryption and secure networks. Namtra Business Solutions Inc. ensures the safety of your data by making regular nightly backups for disaster recovery purposes.

Data is stored using Microsoft SQL Server on state-of-the-art Dell servers. The transfer of sensitive data, such as credit card information, as appropriate, is accomplished over a secure network using secure socket layers (SSL). Components of the system, where technically feasible, are redundant and fault tolerant for Namtra Business Solutions Inc.'s operations.

Namtra Business Solutions Inc. will provide during 8:00 AM and 6:00 PM Eastern Standard Time on Namtra Business Solutions Inc.'s normal business days, telephone and email customer service support to you to assist in resolving problems, obtaining clarification relative to our services and reporting suspected defects or errors in our services.

Namtra Business Solutions Inc. will diligently work for the prompt resolution of defects and errors in our services, and will respond to you by using a dedicated contact telephone number or email address for each support call.

In the case of a system down condition attributable to Namtra Business Solutions Inc., Namtra may utilize other means of communication for reporting of errors and conditions.

Namtra Business Solutions Inc. will respond to and complete correction of errors, defects and malfunctions, in accordance with the following schedule:

Severity 1: Causes data corruption or system crash or you cannot make effective use of our services;
Severity 2: Feature does not work as documented, no reasonable work around exists and you have a critical need of the feature;
Severity 3: Feature doesn't work as documented but a reasonable work around exists or you can wait for the next release for a fix;
Severity 4: Enhancement request.

Namtra Business Solutions Inc. will make an initial response to a Severity 1 normal maintenance call within two hours after receipt. Severity 1 calls will be handled on a 24 hour by 7 day a week basis. Namtra Business Solutions Inc. will use reasonable efforts to provide a fix, work around, or to patch Severity 1 bugs within twenty four (24) hours after the bug is replicated by Namtra Business Solutions Inc. and confirmed as a bug by Namtra Business Solutions Inc..

Provided that maintenance calls are received within Namtra Business Solutions Inc.'s normal maintenance hours, Namtra Business Solutions Inc. will make an initial response to Severity 2 maintenance calls within four hours after receipt. Namtra Business Solutions Inc. will make reasonable efforts to provide a fix or work around for Severity 2 bugs within three (3) business days.

Provided that maintenance calls are received within Namtra Business Solutions Inc.'s normal maintenance hours, Namtra Business Solutions Inc. will make an initial response to Severity 3 maintenance calls within twenty-four (24) hours after receipt. Namtra Business Solutions Inc. will make reasonable efforts to identify a resolution to Severity 3 bugs within thirty (21) days and to incorporate Severity 3 fixes in the next upcoming release of the product.

Provided that maintenance calls are received within Namtra Business Solutions Inc.'s business hours, Namtra Business Solutions Inc. will make an initial response to Severity 4 maintenance calls within twenty-four (24) hours after receipt. Severity 4 issues will be dealt with on a case-by-case basis.

Customers agree to appoint one person as the principle point of contact for the communication of bugs and errors to Namtra Business Solutions Inc. and for the receipt of bug and error fixes, work arounds and updates, if any. Additionally, customers may appoint another person as a back up of the principle contact.

The portions of our software application services which are operated by Namtra Business Solutions Inc. will have at least 99.4% uptime, as measured monthly, excluding planned downtime. In addition, the portion of our software application services operated by Namtra Business Solutions Inc. shall not experience more than two outages (unscheduled downtime) of more than three hours in any month.

Namtra Business Solutions Inc. will notify you within Three hour of any known and verified unscheduled downtime of our services, and update the status to you periodically until the service is back up. Namtra Business Solutions Inc. will immediately notify you when the service is restored.

Scheduled downtime will be no greater than four hours bi-weekly and will happen at a regularly scheduled time during off-peak periods. The current plan is for scheduled downtime to occur every two weeks between 11PM and 3AM Eastern Time on Saturday Nights. Actual scheduled downtime will normally not exceed thirty (30) minutes. A mechanism will be put in place by which users are notified of scheduled down time expected to be over one hour at least seventy-two (72) hours before downtime occurs.

The hardware, software and network are monitored and maintained and shall normally be accessible, in accordance with industry standards, except for scheduled maintenance and required repairs.

The customer shall be notified in advance, usually no less that one week, by email and/or an announcement within the Application Software, of any scheduled maintenance and/or expected downtime.

Service data is backed up daily (Mon - Sun) should a partial or full system recovery ever be necessary. Where a system fault has occurred and recovery of the system is necessary we will restore the system using the most recent backup. In most cases data will be no more than one day old. For catastrophic events recovery of the system will include a restore using data no older than one week.

Latency of any data from the time Namtra Business Solutions Inc.'s server receives the request to serve such data shall be less than or equal to three seconds for most processes. High volumed data transfers, uploads, downloads and reports are exceptions.