It’s critical that your systems are up and running when you need them, so the cornerstone of our guarantee is a minimum of 99.5% availability. In the last six months we’ve significantly beat this commitment, achieving 99.9% uptime. This translates into less than four hours of unplanned downtime in six months — day or night, rain or snow, weekends and holidays.
But, buying with confidence is more than guaranteed system availability. You need prompt responses to questions, applications that work as advertised, quality service delivery, a view of what’s ahead and accurate, hassle-free billing. You need to feel confident that your data is protected and your application will remain up and running, even if disaster strikes. And, if you do need to change directions, you want to be sure you can get your data out and not be held hostage by your vendor.
Immediate Notification
Planning for what’s ahead is critical. RiskKey will update promptly with information on:
- changes to system availability
- delays in delivery of product features
- changes in project timelines or cost
Rapid Response
If you contact our support organization, we will provide:
- Acknowledgement within 1 business day of your customer support request
- resolution or update within 24 hours of your request
- ongoing updates as needed
Communication Excellence
We communicate regularly with our clients to ensure you are up-to-date on product development plans, new features and scheduled maintenance.
All status, updates, new releases, and fixes will be published on our blog at http://blog.riskkey.com
Outstanding Availability
Our goal is to ensure the RiskKey system is available 24 hours a day, 7 days a week, 365 days a year. To support that goal, we provide the following:
- 99.5% system availability commitment and a credit of 3 days of service forheader each percentage point below the availability target.
Hosting and Disaster Recovery
The Softlayer data center running RiskKey is backed up by a complete disaster recovery and redundancy program. In the unlikely case a disaster destroys the Dallas data center:
- Your application is protected by Softlayer’s redundant data centers distributed across the United States.
- Note: We are reliant on Softlayer for the hardware/hosting service levels of the servers and we are responsible for the application side
- Softlayer also has its own SLA that can be be found on their website (softlayer.com)
You Own Your Data
If you ever decide to leave RiskKey, we will provide a way for you to get your data out of our systems.