Escalation Procedures - Urgent (1 hour response time) addressing issues that result in complete outage of the business. High (2 hour response time) addressing issues that are affecting almost every service. Normal (4 hour response time) addressing issues that are affecting a large number of services, have gone past the uptime guarantee. Low (same day response) for issues impacting a small number of users. Please understand that just because an issue is urgent to you, or if the issue impacts a really important person at the organization it does not warrant any higher of a response than the normal (4 hour response time) status. If the issue you reported goes past the promised response period without action on our part the ticket will automatically be upgraded to the higher priority without a charge to you.

Network Uptime Guarantee - RG Belon Consulting guarantees 100% uptime (availability) of our network. In case of downtime (outage) RG Belon Consulting agrees to refund or credit customers account the amount of One Hundred (100%) percent of the monthly service fee paid during the period of outage.

Server Uptime Guarantee - RG Belon Consulting guarantees 99.9% uptime (availability) of our server systems. The downtime (outage) period is calculated from the time customer or user first reports the downtime to RG Belon Consulting until the server system is fully restored. If the downtime (outage) period is larger than 0.1% (0.1% being 0.72 hours per month) RG Belon Consulting agrees to refund or credit customers account the amount one hundred (100%) percent of the monthly service fee paid during the period of outage. Outages caused by customers negligence, applications not supported by RG Belon Consulting by the contract or any other non-hardware caused system outage does not qualify towards the uptime guarantee. Under no circumstances will a credit exceed the monthly service fee for the period of outage.

Network Service Uptime Guarantee - RG Belon Consulting guarantees 100% uptime (availability) of our network services outside of regular and announced maintenance periods. RG Belon Consulting will announce any unscheduled maintenance at least one (1) hour prior to actual maintenance to allow the user to save data and log off the network. The downtime (outage) period is calculated from the time customer or user first reports the downtime to RG Belon Consulting until the network service is fully restored. If the downtime (outage) period is larger than 0.1% (0.1% being 7.2 hours per month) RG Belon Consulting agrees to refund or credit customers account the amount of one hundred (100%) percent of the monthly service fee paid during the period of outage.

Messaging Hygiene scans all inbound and outbound electronic mail transferred through RG Belon Consulting SMTP servers. If any messages go through RG Belon Consulting servers unscanned, RG Belon Consulting agrees to refund or credit customers account the amount of one hundred (100%) percent of the monthly service fee paid during the period of outage. Requesting a whitelist (removal of a domain voids this guarantee).

Virus (ITW) Protection Guarantee - RG Belon Consulting guarantees 100% protection from all in-the-wild (ITW) viruses using our service. We guarantee that the virus will be detected and cleaned or removed if clean is unsuccessful. RG Belon Consulting does not guarantee the virus removal if user interaction is required to open the attachment (ex: password-protected zip files, digitally encrypted files.) If a virus is ever permitted to cross RG Belon Consulting and Message Hygiene, RG Belon Consulting agrees to refund or credit customers account the amount of one hundred (100%) percent of the monthly service fee paid during the period the virus scanner is not functional.

Spam Accuracy Guarantee - RG Belon Consulting does not guarantee the accuracy of the spam detection engines (legitimate mail may be flagged as spam, spam may be let through the system.) Because the spam detection system is automatic, it is prone to errors. In the event that an email is incorrectly classified, RG Belon Consulting will analyze the mail piece, determine why it was incorrectly processed, and take steps to correct the system so that the error is not repeated.

Credit and Refund Limits - RG Belon Consulting credits and refunds are limited to the single reported issue and is limited to the single event per month. For example, if RG Belon Consulting network ever goes down, you can collect 100% for a single event, not multiple events.

Subscriber acknowledges that the service provided is of such a nature that service can be interrupted for many reasons other than the negligence of the company and that damages resulting from any interruption of service are difficult to ascertain. Therefore, subscriber agrees that the company shall not be liable for any damages arising from such causes beyond the direct and exclusive control of the company. Subscriber further acknowledges that the company's liability for its own negligence may not in any event exceed an amount equivalent to charges payable by subscriber for services during the period damages occurred. In no event shall the company be liable for any special or consequential damages, loss or injury.

Backups and Archives - Customer is solely responsible for all data on their servers, mailboxes, databases and other storage mediums. While RG Belon Consulting provides means and mechanisms for customers to perform backups, customers are responsible for establishing policies, monitoring backups, data restoration, and retention intervals. Customer’s data is customer’s responsibility; under no circumstance shall RG Belon Consulting provide drives or other media.