SelecTrials understands the importance of solution availability to our customers. We have developed the following levels of service to ensure maximum performance and uptime.

The SelecTrials SLA provides commitments in three key areas:

Network Quality
SelecTrials uses an officially certified "Cisco Powered Network" meaning that we only use Cisco Systems Network gear. Redundant network components are used to ensure uptime and eliminate any single point of failure. Our network is multi-homed through multiple redundant high-speed connections providing fast, reliable connectivity.

Network Uptime
SelecTrials guarantees that the network will be available 99.999% of the time in a given month (no more than 24 seconds downtime per month), excluding scheduled maintenance. SelecTrials will refund the customer 5% of the monthly fee per additional 30 minutes downtime (up to 100% of customer's monthly fee). Network uptime includes functioning of all network infrastructure including routers, switches and cabling. Network downtime exists when a particular customer is unable to transmit and receive data and SelecTrials records such failure in the SelecTrials trouble ticket system. Network downtime is measured from the time the trouble ticket is opened by a customer to the time the server is once again able to transmit and receive data

Hardware Guarantee
SelecTrials guarantees the functioning of all trial management hardware components and software modules and will replace any failed component at no cost to the customer. Hardware replacement will begin immediately upon identification of the hardware failure and is guaranteed to be complete within 2 hours of problem identification. Software failure is guaranteed to be resolved within 4 hours of problem identification. In the event that it takes us more than 2 hours to replace faulty hardware or more than 4 hours to fix software that is not functioning properly SelecTrials will refund the customer 5% of the monthly fee per additional hour of down time (up to 100% of customer's monthly fee). Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included under the server lease component of the SelecTrials trial management agreement. Software is defined as any module, component or underlying system core functionality that is installed on a SelecTrials server included under the software license and solutions support component of the SelecTrials trial management agreement.