Service Level Agreement for Database Hosting from CloudTop Office

Service Level Agreement for Database Hosting from CloudTop Office

CloudTop Office offers virtual desktop hosting for Act! CRM, QuickBooks, Quotewerks along with Microsoft Office via Remote Access technologies, like Citrix Zen App, Ras by Parallels, and Remote Desktop Services. 

We also provide hosting for Act! for Web, Act! Premium Mobile, and Act! Premium.  Included in our hosting service is support for connection issues to our data center, troubleshooting basic errors, routine maintenance, and database backup.  

We provide Level 1 support (short answers via email) for Act!, QuickBooks and Quotewerks.  This document defines the responsibilities of CloudTop Office as well as the responsibilities of our users. 
  1. We guarantee state-of-the-art servers managed daily by Certified Consultants and Professional IT Personnel.   
  2. Backups are performed nightly and retained for a minimum of 14 days.
  3. CloudTop Office will make every effort to keep your database up at all times. However, database corruption, and normal maintenance issues may produce normal downtime on occasion.  
Hosting for desktop applications provides hosted applications in a remote desktop environment and has the capability to utilize the full desktop product of products like ACT!, QuickBooks, Sage Accounting, Quotewerks, Microsoft Office Suite and others. 

Some of these applications provide for integration with Microsoft Office. This integration is only possible with hosted MS Office which may be available at an additional fee. MS Office on the same physical machine (i.e., the server). Act! for Web and Act! Premium Synchronization will offer more direct integration with MS Office on your local hard drive.  

QuickBooks Hosting - We host the Desktop version of QuickBooks via Citrix. CloudTop Office will provide support for connection issues, errors, and basic “How To” questions regarding QuickBooks. We do not keep password access to the QuickBooks data file so issues regarding features of QuickBooks or support for features within the program will require you to contact Intuit directly. If they require access to the server, we are happy to provide that during business hours by setting up a call with one of our technical support reps. 

Sage 50/100 HostingWe host the Desktop version of Sage Accounting via Citrix or RAS. CloudTop Office will provide support for connection issues, errors, and basic “How To” questions regarding these applications. We do not keep password access to the Sage data file so issues regarding features of Sage or support for features within the program will require you to contact the manufacturer directly. If they require access to the server, we are happy to provide that during business hours by setting up a call with one of our technical support reps.

Act! For Web Hosting - A Web Hosting account will allow one user access to your company's custom database via Act! Premium for Web. You must also purchase a license of Act! Premium for Web for each user. With this setup you will not need to install any software. We are not able to offer free support for workstation or local configuration issues.

Sync Hosting for Act! -  A Sync Hosting account will allow one user access to your company's custom database by synchronizing your database with the Act! Premium software application, which will be installed on your local computer. The user is responsible for performing regular synchronization tasks and remote database administration. There is a charge for unsynced, orphaned data if the last successful synchronization is more than 7 days prior to a call for assistance. If you are unable to synchronize and notify us within 7 days of your last sync, we will create a new sync database at no charge.

Per User License and Hosting - Each physical person pays a monthly fee for hosting and only that user can access the system. There is a Set up charge to change or add an additional user. Each company must purchase adequate Act!, QuickBooks or Quotewerks licenses for each person using the system according to that company’s EULA. Sharing of accounts is not allowed and violates this contract. Violations will incur the automatic addition of a second account. 

Invoicing – Your monthly invoices include a list of active users for which you are billed. You must give written notification of changes in users. If there is a discrepancy in billing, issues must be addressed within 90 days for a refund of charges.

Confidentiality of Data - CloudTop Office will not use or show your data to any other person without your permission. We will never, under any circumstances, contact anyone in your database unless requested by you to do so. Your data is your data and will be returned to you in the event you cease hosting your database with CloudTop Office. 

Your Data is your Data - If you ever decide to move your database elsewhere or host your data yourself, we will provide a backup of your database backup format and provide you with the admin password. If you desire assistance with setting up your own environment, we can do this on a consulting basis. 
 
Cancellation and Termination - We charge in whole month increments and take first and last month payments at sign up. Please plan ahead if terminating to minimize unused time. If you cancel, your subscription will continue through the end of the period you have paid for. Payment is due via credit card on the first of each month. Unpaid accounts will be taken down by the 10th of each month if payment is not received. If you wish to cancel, you must provide written cancellation and you may continue to use the system through the end of your payment term. Annual contracts may be terminated with a two-month cancellation fee.



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