Service Level Agreement
Service Level AgreementLast Updated: 11/02/2021
IDrive Inc. ("we", "us" or "our") agrees to provide the Customer ("you", "your" or "customer") networking, compute and data services (the "Service") as described in this Service Level Agreement (the "SLA" or "Service Level Agreement"). For purposes of this Agreement "Data" shall be deemed to include any information you store on your computing device(s) and IDrive Compute instances/volumes and access using the Service.
The Data you store, access, and/or manipulate using our Service is under your control and IDrive assumes no responsibility in the maintenance of your Data. You are responsible for the maintenance, security, and access to your device(s) and the Data residing on those devices.
When used in accordance with the usage requirements and guidelines specified in the product documentation, our Service creates secure volumes and instances to provide a fast-performing edge computing solution with multiple edge regions located around the globe. The Service is able to provide you secure access to authorized areas of your disk drives and other physical or network attached data storage mediums.
IDrive® Compute provides 99.99% uptime SLA for both virtual instances as well as Bare Metal nodes. Any lost time is refunded back to the account on an hourly rate basis. Any scheduled maintenance with a minimum of 24 hour notice is excluded from the SLA. To get credit for any down time, you must contact idrive support and create a ticket.
From time-to-time this Service Level Agreement may change. A modification may include, but is not limited to, changes in system requirements, restrictions, limitations, or bandwidth requirements. You may be notified via electronic mail and/or through a website posting. You are responsible for ensuring that your system conforms to any updated restrictions, limitations or requirements.
In the event that your use of the Service is adversely affecting the operation of the Service, we may terminate your Service without liability to IDrive Inc., its suppliers or other end users. If your use of the Service is adversely affecting the effectiveness of the Service for other end users, or to preserve system integrity or prevent network abuse, a notice shall be provided to you via e-mail promptly following such emergency termination. You are responsible for updating us as to any changes to your email and contact information to facilitate communication of these notices by updating your profile information via the web interface.