Technical and Service Level Agreement (SLA)

Server (Hosted by us or your technical department)

• Microsoft SQL Server (7, 2000, 2005)
• Internet Information Server (IIS)

Client software - Express

• Any major browser
• Adobe acrobat for PDF documents

Client software - Enterprise

• Internet Explorer 5, 6 or 7
• Java or similar (E.g. Java VM)
• Signed ActiveX automatically downloads once per client for integration with MSWord letters
• Adobe acrobat for PDF documents

Communications

• 56K bandwidth minimum per user
• Broadband or ADSL connection preferred
• Can be used via the Internet or your own network

Service Level Agreement

Caldes servers are monitored 24 hours a day by an independent server monitoring company.  The figures below INCLUDE scheduled maintenance downtime.  Full SLA and monitoring reports are available on request.

• 2007 to date, 99.99% uptime has been achieved (28 minutes downtime)
• 2006 we achieved 99.86% uptime

Technical note:  The default Internet Explorer security settings will allow users to download the above ActiveX control because it is a fully signed control and they only have to do this once per client machine.