Cloud Server Uptime
Your AngelTrack cloud server is always available to you. It is a cloud service like Google and Netflix, usable anywhere from any internet-connected computer or mobile device.
Our goal is 100% uptime. We guarantee at least 99.999%… which is less than 5 minutes of unscheduled downtime per year.
And we put our money where our mouth is: all AngelTrack cloud servers are hosted at Rackspace, the top-shelf hosting provider. Rackspace is expensive but uptime is everything when serving the EMS industry.
We occasionally perform maintenance and upgrades on your cloud server and the AngelTrack software running in it. Sometimes these upgrades can require a reboot or other temporary interruption of the application or of its host server. In order to minimize disruption of your business, we strive to confine such interruptions to specific windows of time, called “maintenance windows”.
Maintenance windows open during the wee hours of Sunday morning (i.e. late Saturday night), when EMS activity is at is lowest point.
A maintenance window is the time that an interruption may occur, not a time that it will occur. If an interruption does occur, it usually lasts just a few minutes.
1-Hour Weekly Maintenance Window
Your AngelTrack cloud server has a weekly maintenance window every calendar week, early Sunday morning from 02:00 to 03:00 your local time (one hour).
During this window, the server may be inaccessible. Any web pages that were loaded before the window opens may be unable to save their data after the window closes; unsaved data must then be discarded, and the page reloaded. So be sure to save all data before the weekly maintenance window.
5-Hour Monthly Maintenance Window
The first Weekly Maintenance Window to occur in any calendar month is the Monthly Maintenance Window, and remains open for a longer time period: Sunday morning from 01:00 to 06:00 your local time, a total of six hours.
During this window, the server might be inaccessible, as set forth for the Weekly Maintenance Window. If an unusually long service interruption is planned for this time (for example a hardware upgrade), we will make a good-faith effort to notify you by email ahead of time.
Your cloud server may become unavailable and inaccessible at any time without notice, both for reasons controlled by AngelTrack LLC and its service providers and for reasons not controlled or determined by AngelTrack LLC or its service providers. In the event of planned unavailability, AngelTrack LLC will attempt in good faith to provide you with at least 7 days’ notice of the unavailability. Planned outages may also be announced via email sent to the IT contact you provided when you signed up.
Subject to the foregoing, ANGELTRACK LLC AND ITS SERVICE PROVIDERS SHALL HAVE NO LIABILITY OR RESPONSIBILITY AS A RESULT OF ANY UNAVAILABILITY OF, INACCESSIBILITY TO, OR INABILITY TO USE, THE PRODUCT, WHETHER OR NOT THE UNAVAILABILITY, INACCESSIBILITY, OR INABILITY TO USE, IS WITHIN THEIR CONTROL, EXCEPT FOR CREDITS OR REFUNDS PROVIDED BY YOUR RESELLER UNDER THE PRODUCT USE TERMS YOU AGREED TO WHEN YOU SIGNED UP.
99.999% Uptime Guarantee
If you purchase your AngelTrack service directly from AngelTrack LLC, credits for unscheduled downtime are set forth in the Product Use Terms you agreed to when you signed up. The current schedule of credits, subject to change at any time and without notice, is as follows:
One (1) day of service credit shall be issued to the customer, in the form of a one-day license added to your cloud server by AngelTrack LLC, for any day in which your cloud server is inaccessible from the internet (i) outside any Weekly or Monthly Maintenance Window, and (ii) for a period longer than five continuous minutes.
If your AngelTrack service is provided by a reseller, the Product Use Terms you agreed to with your reseller shall govern the issue of credits for unscheduled downtime.
Continuity of Service
Your AngelTrack cloud server has features you can use to protect business continuity in the event of unscheduled downtime; read the Disaster Preparedness Guide to learn how.
The AngelTrack Terms of Service require you to read the Disaster Preparedness Guide, to have a plan for continuity of service during a 24-hour outage, and to test the plan regularly. If you cannot guarantee the continuity of your service for a 24-hour outage of both AngelTrack service and internet service, then you are not permitted to use the software.