1. Customer & Technical Service & Support

ParaChat is committed to responding to, and to resolving, customer support cases promptly. ParaChat offers customer and technical support 7 days per week. Service & support is provided using an advanced ticketing system, email and telephone. Customer inquiries submitted via the ticketing system, email and/or telephone will receive a reply within 12 hours. The average ticket response time is less than 5 hours.

The response time does not apply if an email sent by the Customer is lost in transit due to network failure that may have occurred enroute. The ticketing system must be accessed through the customer's billing account, and email must be sent to "support@parachat.com", in order to qualify for the response time.

2. Network Access & Uptime Guarantee

ParaChat has taken great care in designing and maintaining a dependable network, which includes redundancy to overcome the potential for multiple points of failure. Our network is defined by services and hardware running within our IP range. Our objective is to maintain 100% uptime, and a network that is free from outages. We guarantee 99.9% uptime per calendar month, as measured by ParaChat.

In the event of a ParaChat service or network outage, customers become eligible for a downtime credit. Downtime credit will be applied to a customers account upon receipt of a downtime credit request, and will be equivalent to 5% of the customer's monthly license fee for each full hour of downtime per calendar month (up to, but not to exceed, 100% of the monthly fee). Customer must submit downtime credit requests in writing using the ticketing system, or by email.

Downtime credit will not be provided in circumstances deemed beyond ParaChat's reasonable control, including, but not limited, to DNS-related issues including propagation, issues with a customer's network connectivity, failure of access circuits to our network, Internet outages that may make your site appear inaccessible when others can still access it, and unforeseen changes in Internet hardware and software-related protocols that may arise.

3. Scheduled Downtime

To maintain a reliable network infrastructure, periodic scheduled maintenance windows will be required. Every effort is made to scheduled downtime to best accommodate the usage requirements of our customers. ParaChat provides as much advanced warning as possible via email, with a minimum of 24 hours of advanced notification per schedule downtime requirement.