At DataVast Technologies, we understand the importance of security and take it very seriously. That’s why we have implemented a variety of measures to protect our systems and your data. We use VPN technology to securely connect to our network resources, and we regularly patch our systems to ensure that they are up to date with the latest security fixes. We also use encryption to protect sensitive information, and we have strict password policies in place to prevent unauthorized access. In addition, we have firewalls in place to block malicious traffic and security appliances to monitor for and prevent potential threats.
We are committed to keeping your data safe and secure, and we will continue to invest in the latest security technologies to achieve this goal.
Hardware Replacement
DataVast Technologies assures that in case of a dedicated server hardware failure, the faulty hardware will be replaced within 60 minutes of problem identification in most cases. If this guarantee isn’t met, a credit for ten times the actual additional downtime recorded by service monitoring logs will be issued.
Compensation capped at the monthly charge; excludes time for additional software-related maintenance, such as rebuilding web accounts, cloning hard drives, reloading the operating system, reloading and configuring applications, or rebuilding RAID arrays.
Network Uptime
DataVast Technologies guarantees network uptime to be 98%. This guarantee assures that all major routing devices within our network are reachable from the global internet 98% of the time.
Exclusions
Many possible situations are completely beyond the control of DataVast Technologies, and therefore are not in the scope of this agreement. These situations include:
- Scheduled Network Maintenance / Hardware Maintenance – This is 100% managed by Azure. Barring a catastrophic failure on their end, which is highly unlikely, rest assured this is not a concern.
- Software Maintenance – Routine software maintenance, such as FileMaker updates, is scheduled from time to time. The overall operating system is seamlessly covered and controlled by Azure.
- Malicious Attacks –Our servers come with SSL encrypted connectivity and CloudFlare subdomain for top-notch security, including DDoS protection. Explore Cloudflare’s offerings here.
- Legal Actions – In the case that a legal action is taken against a customer of DataVast Technologies and DataVast Technologies is required to act in accordance with the order, DataVast Technologies shall not be responsible for any agreement damages.
Backups:
Our cloud backup infrastructure ensures 14 days of machine instant restore, with a 7-day trial backup available at any moment during those 14 days. Automatic backups are performed outside business hours without impacting user systems.
Alerts & Monitoring:
All machines are monitored 24/7, with CPU, memory, hard drive, and availability alerts configured. Our networking team receives immediate notifications, allowing us to proactively fix issues before they escalate. Everything is encrypted, and direct access to the VM is restricted.
Internal RDP Gateway:
Connections to our machines are closely monitored and tracked, exclusively routed through a secure encrypted gateway powered by NordLayer. Learn more about NordLayer here.
Network Remedy
If DataVast Technologies fails to meet our agreement terms, Dedicated Hosting clients can request compensation for reported downtime. Regardless of responsibility, clients receive credit equal to 5 times the actual downtime. For instance, 1 hour of downtime results in a 5-hour credit.
Requests must be within 10 days, capped at the monthly charge. Exclusions apply for breaches or default.
Response Time
DataVast Technologies ensures an initial response time guarantee for both fully-managed and core-managed customers:
Help Desk Initial Response Time Guarantee (90 Minutes)
When you submit a trouble ticket via our help desk system, a support technician will respond within 90 minutes. Failure to meet this commitment results in a credit of 5 times the amount of time exceeding the guarantee. For example, if your ticket goes 1 hour past our stated initial response time guarantee, your account will receive a 5-hour credit.
Compensation
Claims must be made within 10 days, capped at the monthly charge. No duplicates allowed; only one credit per incident, even in simultaneous events.
