Hosting Service Levels

 

eCorner Provides Customer Support - When You Need It

 

eCorner's mission is to provide you with a secure hosted eCommerce environment and which conforms to local and international usage conventions and requirements. We provide real support from our people who are based in Australia. We do not accept all types of content and may remove content which we feel is illegal or contravenes our Terms, Conditions and Usage Policy .

We have many roles that we have to fulfill for our customers and sometimes we have to make decisions and assign priorities to questions, tasks and problems.

We run two key internal systems that help us manage and track what we are doing: our Customer Relationship Management System (CRM) and our Problem Tracking System. Sometimes our staff will ask you questions to ensure that we know who we are talking to and what website you run. We have a Privacy Policy which guides what we do with your information.

 

Our Service Level Priorities

 

Level 1 Critical (highest) - Resolving a fatal problem in a live and production website, eCorner provoded service and systems.

Level 2 High - Resolving a problem in a live site or eCorner provided service that does not stop the siteor service from running but may restrict functional  operations.

Level 3 Medium - Resolve or respond to a question or problem from a customer who is still in a site development mode or has not gone live. Response to a question related to a non-critical eCorner provided service.

Level 4 Low - Respond to questions not related to developing a site or a live site - these may be questions relating to usage or external services that do not directly impact an eCorner provided service.

 

What we will do

 

• Once you have notified us of a problem eCorner support management will assign a priority and escalate the problem to be diagnosed. If the problem is the result of a technical fault eCorner will resolve the problem and notify you that it has been resolved.
• If eCorner cannot recreate any problem which is notified to us we may ask you for further information.
• eCorner cannot be held responsible for outages in external services such as payment gateways, logistic providers, email and domain providers or marketing services and portals. eCorner will endeavour to identify the source of the outage or problem.
• If a problem is a result of a user's error or omission, eCorner will either resolve the problem or pass to you information for you to rectify the problem yourself. If we are asked to resolve a user content or work-related problem it may be a chargeable item at the discretion of eCorner management.
• eCorner will not be responsible for the impact of any 3rd party code or script that has been added to the website. These may include Java Script (JS) code and other similar code snippets provided by external sources.
• In general eCorner will not charge to resolve user-notified support requests which originate via our web based support system either by email to support@ecorner.com.au or by the support ticketing system which can be found at support.ecorner.com.au.

 

ePages Usage and Content

 

ePages software used in our ecommerce hosted environment is in general a do it yourself system and requires a minimum level of technical skill.

• We do expect our customers to be competent in the ePages system.
• We run regular training courses for a small fee and we will run specific training for you if requested.
• The ePages Administration (backoffice) has extensive help text with help icon on each tab.
• There is also a very comprehensive manual in PDF format which we send to you or you can download from the Help Menu in the Administration of your store.
• There are video tutorials available at the ePages YouTube Video channel and also accessible via the Help Menu in the Administration.

Resolution of problems created by a customer may a chargeable item and we may charge our support staff's time when it is used to resolve problems that are not ePages technical errors or are arising out of incorrect use of the ePages system. Help is always available inthe Help menu and the provided manual or the FAQs on the eCorner website.

 

Payment Card Industry Data Security Standards Compliance (PCI DSS) and Credit / Debit Card Data

 

eCorner systems are PCI DSS compliant and are audited annually by a certified 3rd party security auditor. All systems are scanned quarterly for compliance purposes.

eCorner customers cannot store credit card information of any type in the online store (ePages) data base or file systems without eCorner's prior written approval. Any credit card data found with be deleted.

 

Times of Operation

 

eCorner's office operates Monday - Friday from 8:30AM - 5:30PM (AEST) Monday to Friday excluding gazetted public holiday, our phones will record to voicemail after business hours and messages left will be responded to in the next business day. Our offices are closed on Saturdays, Sundays and Public Holidays. We do monitor all our servers and websites constantly and will ensure that any issues are quickly resolved.

Our Web based support service at support@ecorner.com.au or at the support form support.ecorner.com.au is monitored and we will review any requests and act on any Level 1 requests as soon as possible.

 

Support Calls and Actions

 

In general there are a fixed number of free support calls allocated to a customer each month based on their package you can find that information in the package specification. These support calls are to enable you to lodge problems or queries about our service or products. These allocated calls are not to provide site build assistance or content management assistance. It is the customer's responsibility to build and manage their own website unless they have entered into a Service Agreement with eCorner.

 

Virtual and Dedicated Server Support

 

eCorner manages and maintains all VPS (virtual servers) and Dedicated servers as part of our support and service agreement. Generally each customer may have a Service Level Agreement (SLA) if there are specific activities that are required outside of the statement of work as agreed at the start of the agreement period. Where a specific server level agreement is not in place then the services will be in accordance with our Service Level Agreement for Dedicated and Virtual Provate Servers (VPS). All support calls for VPS or Dedicated servers should be placed via email to support@ecorner.com.au or by our support form at support.ecorner.com.au or via our support phone line. Changes to servers are chargeable at our standard service rates in minimum increments of 15 minute intervals. Changes requested during normal business hours will be completed as soon as possible within the same business day if available time permits. eCorner will provide an estimated time to action changes and notify the customer on completion.

 

Work requests - Work Orders and Statement of Work

 

Customer requests for any development, modifications, maintenance or content management will be undertaken based on a signed Work Order or Statement of Work which will determine the work to be done and the time frame. Work will commence based on the conditions agreed in the Statement of Work or Work Order.

 

Wagtail Analytics

 

As with all eCorner provides hosted services the Wagtail Analytics system is hosted by eCorner in our Sydney, Australia data centre. Access to Wagtail Analytics is via the login credential that have been provided to you. The service is real time and is available 24/7 and we will provide better than 99.5% availability guaranteed.

Wagtail Analytics problems and issues should be lodged via our standard support email or web page.

In general all support requests should be lodged electronically via email to support@ecorner.com.au or by the support form support.ecorner.com.au. We have free call numbers for Australia and New Zealand. Electronically lodged support requests will be given priority.

 

Service Agreements

 

eCorner can provide a Service Agreement to you if you want ongoing assistance in the building or management of your website. eCorner can provide a proposal which outlines the scope of the Service Agreement based on your business requirements.

ePages has been specifically designed to operate as a Do-It-Yourself (DIY) system. We would recommend a Service Agreement only if your site will be large or complex. If you would like to discuss a Service Agreement then please contact sales@ecorner.com.au.

In general we cannot guarantee the correctness of user modifiable content. The website or online store content is always the ultimate responsibility of the user.

 

Service Levels and Availability

 

eCorner Cloud Shops are hosted in a fully secure and PCI accredited data centre, and in high available environment with redundant infrastructure. We will in general guarantee in excess of 99.5% availability. We cannot guarantee any level of availability unless all aspects of the website are managed by eCorner including the ePages website, domain name, domain name server and any functional pages incorporated in the website not using ePages. Outages in domain names, emails or domain name services that are not managed by eCorner will not be considered an eCorner issue.

Cloud hosted email packages from eCorner are provided by a third party, eCorner will work with that provider in the event of an outage however eCorner cannot provide any guarantee of availability or service above the levels provided by the external service provider.

Website failures may be caused by issues outside of our control. If you have the website Domain Name Service with an external or alternative provider we cannot guarantee or take responsibility for availability of the access to the domain name or email.

Dedicated and Virtual Private Servers (VPS) may have specific service levels agreed otherwise the service level will be 99.9% availability in accordance with our Service Level Agreement.

 

Service Levels and Availability - third party services

 

Certain services from eCorner are provided by third party service providers (including our Cloud email, Office 365 and certain domain services).

While eCorner will endeavour to assist in the event of issues or outages with these services, we are reliant upon the techincal support and information provided by the third party provider. As such, eCorner cannot guarantee any service levels in relation to these services other than where the third party provider has an SLA in relation to those services.

Should issues or outages arise with these services, we will correspond with the third party provider on your behalf and will relay any information provided back in relation to resolutions or timing of responses.

 

Service Level Summary

• Minimum 99.5% availability calculated on a monthly basis
• Monitored 24 / 7 with alerts to eCorner support
• Fully managed – eCorner maintain all the operating and application environment
• Payment Card Industry Data Security Standard (PCI DSS V3.2) compliant data centre
• Australian hosted – all data is hosted and maintained in Australia
• Low contention rate for hardware
• Full live virtual server backup daily with 14 day cyclical retention
• Quarterly PCI vulnerability scans

 

Security Violations, Hacking and Denial of Service Attacks

 

eCorner maintains a distributed denial of service (DDOS) mitigation service that will block DDOS traffic from entering our system. eCorner reserves the right to immediately remove from internet access any website, domain name or IP Address that is considered to be the cause of, or target of, a malicious attack. We will notify the website operator or owner as soon as possible, and if possible prior to the disconnection. We will work with the site owner to restore service as soon as is practical.

In the event of a major Distributed Denial of Service (DDOS) attack or if we consider that there is a substantial risk arising from malicious activity we may suspend access to the entire hosted environment or parts of the environment in order to protect user information and stabilise the environment.

eCorner will suspend any website that is in breach of Australian laws.

Any website which is found trying to expoit the system or use malacious code, plug-ins or software may be closed without notice.

 

Backup and Disaster Recovery

 

eCorner backup all servers and data that sre maintained in the data centre. Daily backup are taken at a point in time when there is least traffic in the system. Backup files are stored onsite as well as offsite  and are managed by our data centre provider. Our backups are done for disaster recovery purposes.

If you are making volume content changed then we recommend that you take a local copy of your data by exporting content. This can be done at Content / Categories menu >> Import / Export.

 

Monitoring Servers and websites

 

We have a number of different levels at which we monitor our environment and our customers websites. We operate from a secure data center which are both manned 24 hours a day all year round. We run a monitoring system which alerts us when we have problems wiith our servers and need to take any actions. If you find that your site is not performing well or your site's visitors find some problem then please let us know as we cannot look at every site all the time.

If you notify us of an issue please try to provide as much information as possible. In this situation more is better. The best way to get the information to us is by email to support@ecorner.com.au or via our support link at support.ecorner.com.au. You will find a support link on every one of eCorner's own websites.

We want all of our customers to be successful we aid this by providing efficient support service which is focused on the priority levels we set and timeliness of problem resolution. We ask your assistance by providing as much information as possible in the event of a problem arising and by using the tools available to you.

 

Software and Upgrades

 

eCorner uses a variety of software systems in the operation of the servers and the systems that our customers use. We reserve the right to patch or upgrade the version or release of any software and will provide notification of change where it impacts customer access, functionality or user interfaces. eCorner will endeavour to provide a minimum of seven (7) days notice prior to an upgrade that will impact customers. The upgrades will be carried out after core business hours where customer systems will be less impacted. This will generally be a window from 10:00PM to 5:00AM AEST.

Changes to software or systems that are critial to operational security may be completed without notice.

eCorner will not disclose any information regarding the security of systems, software or data bases.

 

Bandwidth Utilisation - Hosted Cloud Packages

 

Every hosted store package that is available from eCorner Stores Plus comes with an unlimited capacity bandwidth allocation. This means that we do not limit the amount of traffic (visitors) that can access your store by the package type. We do however set a review limit to ensure that your store does not get affected by crawlers, bots or DOS attacks. These can also cause an impact on the other users of the system and other stores. You will be notified if the bandwidth usage of the store exceeds 90GB in any month and we will limit access if it exceeds 60GB. It is unusual for even large online stores to use bandwidth of that magnitude and so we use that as one indicator to help us protect your stores and other stores in the system.

Bandwidth allocations for Virtual Private Servers (VPS) and dedicated servers will vary by package and you will find the information available in the package descriptions and service level agreement or work order.

Where a hosted store package regularly exceeds the average bandwidth usage for that package type by more than 500% (5 times the usage) in any given month eCorner reserves the right to restrict the bandwidth allocation to the store by limiting the speed and may request the store owner to upgrade to a higher store package size. Any individual online store that by greatly exceeding normal (average) utilisation or that is believed to be the target of malicious activity, or creating malicious activity, may be restricted or closed by eCorner until the cause of the issues has been resolved.

eCorner will reserve the right to charge the store owner for work undertaken to rectify issues that resulted in undue bandwidth usage created by the online store.

Thank You

eCorner Team