Support Suite

When we considered drafting an official Service Level Agreement (SLA), we felt a more heart-felt, honest commitment was more appropriate.  What people really want to know is if you have downtime and what sort of infrastructure do you have in place to ensure uptime – and what we feel is the most creditable source - what is your track record?  Our host has a 100% SLA and many hosted services offer 99.99% uptime.  But if it fails, the agreement entitles you to a small credit on your account.  That’s the last thing you care about when you just suffered a day or two of downtime.  Our commitment is that we strive and stay committed to doing everything in our power to provide 100% uptime.  If we ever have a problem, we’ll do our best to get it addressed immediately and we stand by our product with outstanding support and customer service as you can read in our testimonials, so we’ll do what it takes to make you, our customer, happy.

First, our infrastructure.  We are hosted in a datacenter in Tampa, FL monitored 24x7 with onsite staff that stock replacement hardware providing the resources to swap out any hardware at any time of day.  We have a redundant server farm architecture so even upon a major hardware failure, another server can pick right up where the faulty system left off if something catastrophic happened in Tampa, FL.  In 2014, we made significant changes to our environment to upgrade our server farms and increase the number of servers supporting the cloud environment.  These changes have ensured that our services continue to effectively deliver a top-level experience in the long term.

The longest we've ever been down is for 4 hours when we had a disk drive Array fail during what should have been a routine hot-swap of a system-reported failed redundant disk.  We weighed out switching to our backup hardware or waiting on the system to attempt to rebuild the drive array.  After waiting 3 or 4 hours for the RAID to rebuild which still failed to boot, we decided to not wait any longer and switched to our backup server.  We went live back in 2002.  We have military, education, healthcare, government, churches and non-profits, and many other organizations as part of our valued EIOBoard-Hosted community that totally depend on us to be up for them.  We have very high standards and understand if we don't do everything in our power to have 100% uptime, we will lose these valued customers—so we have done everything humanly possible to prevent those downtimes from ever occurring.