Service Level Overview

This page is intended to give a general sense of our operational approach. Nothing on it should be read as a promise, guarantee, representation, commitment, or inducement. Any figure, target, or description here is aspirational and informational only, may change at any time without notice, and is expressly disclaimed as a binding obligation.

You agree that you are not relying on any statement on this page in deciding whether to acquire or continue using the Service, and that no statement here forms part of any agreement between us unless it is expressly incorporated into a separate written agreement signed by an authorized representative of Desktop Ark.

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, recovery objective, durability level, or continuity of service. The Service is provided on an "as is" and "as available" basis and may be unavailable, interrupted, degraded, delayed, restricted, or discontinued at any time, with or without notice, for any reason.

Performance characteristics — including responsiveness, latency, throughput, capacity, concurrency, and resource availability — depend on many factors outside our control, including your devices, configurations, networks, locations, and usage patterns, the offerings of third parties, and overall demand on the Service. We make no commitment as to any level of performance, and any performance-related description is provided for general guidance only and may not reflect what you experience.

We are under no obligation to measure, monitor, record, calculate, report, or publish availability, performance, or incident information, and we do not commit to any method of measurement. Where we choose to publish any such information, it is provided for convenience only, may be incomplete or inaccurate, may be changed or withdrawn at any time, and is not a representation of past or future performance. Our records, where they exist, are the sole basis for any assessment we make.

Without limiting anything else, any general availability aim does not extend to, and we accept no responsibility for, events or conditions including:

• scheduled, routine, or emergency maintenance, and any change, update, migration, or reconfiguration;
• any change to, suspension of, deprecation of, or discontinuation of the Service or any feature;
• any cause beyond our reasonable control, as described in our Terms of Service;
• any act or omission of you, your users, your administrators, or anyone acting through your access;
• your configurations, content, equipment, software, credentials, entitlements, or network;
• connectivity, carrier, or telecommunications issues anywhere between you and the Service;
• any third-party offering, dependency, or provider, and any change or failure affecting one;
• suspension or restriction applied in response to suspected abuse, non-payment, a security event, a legal requirement, or unlawful activity;
• use of any beta, preview, early access, pre-release, trial, or evaluation offering; and
• any use of the Service outside your entitlement or in breach of our terms.

Except as expressly set out in a separate signed agreement, we do not provide any service credit, refund, compensation, discount, extension, or other remedy for any unavailability, interruption, degradation, delay, data loss, or failure to meet any target or expectation. No target described here is a measurable obligation or is subject to any credit or remedy, and no claim may be founded on it.

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

Support is provided in respect of the Service as we make it available. It does not extend to your equipment, networks, configurations, content, or third-party offerings, or to any use of the Service outside your entitlement or in breach of our terms.

We may perform maintenance and make changes to the Service — including updates, corrections, migrations, capacity adjustments, architectural changes, and changes of underlying components or providers — at any time, with or without notice, and such activity may affect availability or performance. Where practicable we aim to limit disruption, but we do not commit to any maintenance window, advance notice period, or notification method.

We may deprecate, restrict, or withdraw any feature, capability, interface, format, or compatibility at any time. Where practicable we aim to provide reasonable advance notice of a change we consider materially disruptive, but we do not commit to any notice period, transition period, migration path, or continued availability of any prior version or behavior.

Capacity and resources are finite and shared. We may apply, change, and enforce limits — including on volume, frequency, concurrency, storage, and rate of requests — and may throttle, queue, prioritize, or refuse activity in order to protect the stability, security, and availability of the Service for all users. Availability of any particular capacity at any particular time is not guaranteed.

We do not commit to any backup schedule, retention period, recovery point objective, recovery time objective, redundancy configuration, or disaster recovery capability. You are solely responsible for maintaining complete and current independent backups of anything of value to you and for your own business continuity planning. You must not rely on the Service as your only copy of anything.

We take measures we consider commercially reasonable to protect the Service, but no system can be guaranteed secure. Nothing on this page constitutes a commitment regarding the prevention, detection, timing of discovery, communication, or remediation of any security event. Our obligations in respect of any such event are only those imposed by applicable law or by a separate signed agreement.

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

Nothing on this page waives, limits, modifies, or supplements any provision of our Terms of Service or our End User License Agreement, including the disclaimers of warranty and the limitations of liability, which apply in full to everything described here. In the event of any conflict, those documents prevail.