Created: 2025.04.04
Asset Pro Solutions Inc. DBA Maintenance Connection Canada hereinafter referred to as “Maintenance Connection”
Maintenance Connection Softwares are hosted at Virtual Data Corporation’s Data Centre located at Innovation Place Research Park in Saskatoon, SK. Access to the data centre is restricted to VDC Staff Members. Access to the Maintenance Connection hosting servers is restricted to Maintenance Connection Staff and certain VDC staff members through Cisco AnyConnect VPN in conjunction with Active Directory credentials.
Virtual Data Corporation’s Data Centre, hereinafter referred to as VDC, provides a minimum uptime of 99.9% for all Cloud Servers and Storage.
Cloud Servers and Storage availability is a measure of the relative amount of time during which the service is available for use. The availability objective for their Cloud Servers and Storage is to provide performance levels of 99.9% over a monthly period. Scheduled maintenance periods are not considered for overall measurement of standards of performance. Virtual Data Corporation provides us with applicable performance reports if there would be an incident that suggests the SLA was not met.
VDC hosting includes 3 separate physical levels of protection.
All 3 layers provide protection against accidental file deletion, ransomware attacks and malicious activities.
The physical locations of the backup are in the VDC Data Center located at Innovation Place Research Parks in Saskatoon and Regina, SK.
Full SQL Backups are performed as follows:
Full Database Backups
Differential Database Backups
Transactional Database Backups
Every Four Hours
Every Hour
Every 15 minutes
SQL Backups have a thirty-day retention period.
You are optionally provided access to your own copies of the Full backups; we strongly recommend this option, there is an additional fee for each backup, reduced if on a scheduled basis.
Virtual Data Corporation provide Vulnerability Assessment scans, performed quarterly, along with a security update review. The Primary Data store is encrypted with triple redundant controllers providing at least 99.99% storage uptime. All backup data is encrypted.
Their Data Centre has internal monitoring for their systems but does not report to end users.
VDC’s Data Center capacity is in the Peta Byte scale. SSL Certificates are obtained by Maintenance Connection and maintained/updated as required. Maintenance Connection software emails are relayed through a 3rd Party IONOS mail server to the client. This service is monitored and Email Server Log files are maintained
VDC’s Data Center provides a minimum of 10Gbps of bandwidth to our clients, at all times, with unlimited data usage.
Network availability is a measure of the relative amount of time during which the service is available for use. The availability objective for all network services from our Data Centre is to provide performance levels of 99.9% over a monthly period. Scheduled maintenance periods are not considered for overall measurement of standards of performance. VDC provides us with performance reports in the event of an incident that suggests the SLA was not met.
This SLA does not cover (without limitation): (a) network performance to Customer’s physical location or internet access points outside the Vendor’s physical network; (b) network performance due to reduced firewall throughput caused by increased Customer security requirements; (c) network performance due to Customer bandwidth saturation; (d) failures due to upstream provider internet routing issues; failures due to DNS propagation or DNS problems outside the Vendor’s network or (e) network performance due to denial of service attacks. No financial compensation is offered in the event of a failure to achieve our targets or objectives
In the event of a data breach Maintenance Connection will immediately notify affected customers and the National Cybercrime Coordination Unit. Maintenance Connection, with the assistance of VDC Data Center staff, will investigate the root cause of the breach. if a flaw in the network or software led to the breach it will be repaired immediately. All Network and System Passwords will be refreshed. Once the incident is stabilized a review of all systems and procedures will be taken to prevent future data breaches.
Server patching and updates are applied monthly or as required. Maintenance Connection Softwares are patched as required and updated as software becomes available, if disruptions of more than 1 minute are expected, these will be done after consultation with the client.
Standard support hours are Monday to Friday 8:00am to 5:00pm Pacific Time. Emergency support is available 24/7 365 days a year.
To ensure the quickest response times, please email support@maintenanceconnection.ca with the following information:
All requests will be logged in our ticketing system and we will aim to respond and resolve requests in a timely fashion. Please note that incidents can vary and each issue may have several elements to be investigated.
On contact, in order to better serve you, we may take you through some preliminary troubleshooting steps to help resolve your issues. We will assign a severity level and provide you with regular updates until your issues are resolved.
The severity level is defined by the incident definition and is intended to portray an objective measure of the problem. Severity levels are assigned by the Technical Analyst.
The urgency level is a way to classify the incident based on the caller's priorities. For example, if there are deadlines or other constraints involved, urgency may be relatively high even though the severity level is relatively low. Urgency levels are assigned by the caller and allow the Technical Analysts to respond in a more effective manner. Urgency levels are as follows:
Most urgent
Normal
Least urgent
The goal of the escalation process is to assist in returning your application to an operational state as quickly as possible. Ultimately, the closure of the incident to your satisfaction is desired. All incidents that cannot be resolved by the Help Desk Analyst (1st level support) or the Technical Analyst (2nd level support) will be promptly escalated to our Product Specialists (3rd level support). Should our third level support be unsuccessful, management will be notified and additional resources may be brought from appropriate departments.
Your SMA (Software Maintenance Agreement) must be paid up to date for all software and licenses installed, in order to qualify for the services described.
Whilst the SMA (Software Maintenance Agreement) includes software updates, upgrades, bug fixes and Support for Basic customer issues. Issues such as Data Imports and exports, Customization's, Training and Rule, Event, Automation or Report Writing and debugging will be invoiced at our professional services rate (available on request).
Onsite expenses such as Travel and Accommodation are charged at cost plus 10%. A Per Diem is charged for onsite work and travel time.
Data is the property of the customer or their designate.
On termination of the agreement our customers can request a SQL Backup of both the Maintenance Connection membership database, filtered for their data, and the entity database(s). Data remains the property of the customer. At this time the data will be deleted from the hosting environment including backup data. Noting we also provide the option of you grabbing a backup at your convenience at a fee for providing it, lower rate if scheduled (rates available on request).
This Agreement is governed by, and shall be construed in accordance with, the laws and regulations of the Province of Alberta, Canada.
Any dispute arising out of or in connection with this Agreement, including any question regarding its existence, validity or termination, shall be referred to and finally resolved by arbitration in Calgary AB Canada, conducted by the Arbitration Associates of Canada (“AAC”) in accordance with the AAC Arbitration Rules for the time being in force, which is deemed to be incorporated by reference in this Clause. The number of arbitrators shall be three, with each party appointing an arbitrator and the third arbitrator shall be appointed by the two arbitrators appointed by the two parties. The language to be used in the arbitral proceedings shall be English.
This agreement may be updated from time to time without notic, current version available on request. As of 2015.05.01 it is also available at https://maintenanceconnection.ca/SaaSSLA