For the purpose of measuring the quality of service that eagle.io is delivering to Customer, eagle.io provides the following commitment: eagle.io will provide Customer access to the SaaS production application on a twenty-four hour, seven days a week (24×7) basis at a rate of 99.9 % (“SaaS Services Uptime Metric”). The SaaS Services Uptime Metric commences on the account sign-up date.

Eagle.io uses a proprietary system to measure whether the Hosted Services are Available (“SaaS Services Uptime Metric”) and the Customer agrees that this system will be the sole basis for resolution of any dispute that may arise between the Customer and eagle.io regarding this Service Level Agreement. Availability is calculated based on the following formula:
A = (T – M – D) / (T – M) x 100%
A = Availability
T = Total Monthly Minutes
M = Maintenance Time
D = Downtime

a. Availability Between 99.9% – 100%
Rating: Meets goals
Credit Amount of Monthly Fee: None

b. Availability Between 99.0% – 99.8%
Rating: Tolerable
Credit Amount of Monthly Fee: 5%

c. Availability Below 99.0%
Rating: Unacceptable
Credit Amount of Monthly Fee: 10%

The SaaS Services Uptime Metric shall not apply to performance issues caused by the following:

• Overall Internet congestion, slowdown, or unavailability
• Unavailability of generic Internet services (e.g. DNS servers) due to virus or hacker attacks
• Force majeure events as described in the terms of agreement
• Actions or inactions of Customer (unless undertaken at the express direction of eagle.io) or third parties beyond the control of eagle.io
• A result of Customer equipment or third-party computer hardware, software, or network infrastructure not within the sole control of eagle.io
• A result of Amazon Web Services infrastructure outages. Current status of AWS services can be viewed from http://status.aws.amazon.com
• Scheduled SaaS infrastructure maintenance

Eagle.io will provide a SaaS Services Uptime Metric Report (“Uptime Metric Report”) in accordance with this document to the Customer upon request.

If Customer does not agree with the Uptime Metric Report, written notice of the dispute must be provided to eagle.io within fifteen (15 days) of receipt of the Uptime Metric Report.

Eagle.io’s problem response time may vary per incident based on the level of the problem as defined below:

Level 1
Criteria: Unplanned interruption rendering the Services un-available; no work-around
Response time: 1 Hour

Level 2
Criteria: Unplanned interruption rendering the Services un-available; work-around available
Response time: 4 Hours

Level 3
Criteria: Services are un-available for a single User or small percentage of users affected
Response time: 12 Hours

Level 4
Criteria: Intermittent problem
Response time: 24 Hours

The required configurations the end-user must have to access the Hosted Services include:

• Internet connection with adequate bandwidth
• Internet Browser: Chrome 16+, Firefox 16+, Internet Explorer 10+, Safari 6+ and Microsoft Edge.

This Agreement was last modified on September 1, 2015.

We have high redundancy onsite and offsite. Onsite data is mirrored on individual servers using RAID and is also hot synced between at least 3 redundant servers at all times. Data is also encrypted and backed up off site with an undisclosed third party.

Our offsite backup is geographically separated from all our other data centers, allowing disaster recovery even after a multi-site failure.

All significant activity by our users or internally by our employees is extensively logged in a tamper-proof fashion. We engage in the practice of extensive internal code reviews of all the software we develop.

All changes to production services are first staged and tested to ensure no impact to end users. We maintain multiple service environments, allowing changes to be promoted or reverted seamlessly without downtime.

At least quarterly, we conduct automated vulnerability scans. In addition, routine penetration testing is conducted to assess our security against external threats.

Our network has been set up in a secure fashion with minimal access to outside networks. Only VPN access is allowed to our servers from whitelisted IPs. Internally, we use segmented networks so only servers which work together can communicate with each other. We facilitate secured patching and software updates of all our systems, including watching numerous online resources for the latest vulnerabilities. All of our employees undergo training on relevant security matters that pertain to their job.

We are continually seeking to enhance our already robust security and compliance framework. We are currently undergoing assessment for inclusion in the Security, Trust and Assurance Registry of the Cloud Security Alliance, which certifies cloud provider trust and assurance.

https://cloudsecurityalliance.org/star/registry