Service Level Overview

The information on this page is intended to give a general sense of our operational approach. Nothing here should be read as a promise, guarantee, representation, or commitment. Any figures, targets, or descriptions are aspirational and informational only, may change at any time without notice, and are expressly disclaimed as binding obligations. You should not rely on this page in making any decision.

We aim to provide a reliable Service and to make it available as consistently as is commercially reasonable. We do not, however, commit to any specific uptime percentage, availability window, or continuity of service. The Service is provided on an "as is" and "as available" basis, and may be unavailable, interrupted, degraded, delayed, or discontinued at any time, with or without notice, for any reason.

Performance characteristics such as latency, throughput, capacity, responsiveness, and resource availability depend on many factors outside our control, including your devices, networks, and locations, third-party providers, and overall demand. We make no commitment as to any level of performance, and any performance-related descriptions are provided for general guidance only.

Without limiting anything else, any general availability aim does not extend to, and we accept no responsibility for, events or conditions including: scheduled or emergency maintenance; changes, suspensions, or discontinuations of the Service or any feature; factors beyond our reasonable control (as described in our Terms of Service); acts or omissions of you, your users, or your administrators; your configurations, content, hardware, software, or network; internet, carrier, or telecommunications issues; third-party services or dependencies; suspected abuse, security events, or unlawful activity; and use of beta, trial, evaluation, or preview features.

Except as expressly set out in a separate signed agreement, we do not provide any service credits, refunds, compensation, or other remedy for any unavailability, interruption, degradation, delay, data loss, or failure to meet any target or expectation. Any target described here is not a measurable obligation and is not subject to any credit or remedy.

Where support is offered, we use commercially reasonable efforts to respond to requests, but we do not commit to any response time, resolution time, or support outcome. Support scope, channels, and hours may change at any time without notice.

We may perform maintenance and make changes to the Service — including updates, migrations, capacity adjustments, and provider changes — at any time, with or without notice, and such activity may affect availability or performance. We may revise this overview and any target at any time in our sole discretion.

Customers with specific availability, performance, support, or remedy requirements may request a separate, individually negotiated service-level agreement as part of a commercial contract. Any such agreement will apply only if and when it is executed in writing by an authorized representative of Desktop Ark, and only according to its own terms. In the absence of such a signed agreement, no service levels apply.

Nothing in this overview waives, limits, or modifies any provision of our Terms of Service, including the disclaimers of warranty and the limitations of liability, which apply in full. You agree that you are not relying on any statement in this overview as a basis for any decision or claim.