The FilterCloud Email Service is a scanning service that allows The Customer to configure its own policy-based Email filtering strategy.
This Service Description document, with any attachments included by reference, is part of any FilterCloud agreement which incorporates this Service Description by reference (collectively, the "Agreement"), for those Services which are described in this Service Description.
FilterCloud can only perform the Service in accordance with the Agreement if The Customer provides required information or performs required actions. If The Customer does not perform the following responsibilities, performance of the Service may be impaired or prevented, and/or eligibility for Service Level Agreement benefits may be voided, as noted below.
The Service continues for the length of the Contract Agreement and on a rolling monthly contract thereafter, unless The Customer cancels as follows:
The Customer Assistance. FilterCloud will provide the following assistance as part of the Service during regional business hours:
The following technical support ("Support") is included with the Service.
FilterCloud must perform maintenance on the Service Infrastructure in order to provide the Service in accordance with the Agreement. The following applies to maintenance performed for the Service.
Capitalised terms used in this Service Description and not otherwise defined in this document shall have the meaning given below:
"Administrator" means a The Customer User with authorisation to manage the Service on behalf of The Customer. Administrators may have the ability to manage all or part of a Service as designated by The Customer.
"Cluster Group (GRP)" means two (2) or more FilterCloud load-balanced servers designated to provide Email Security Services to The Customer;
"Credit Request" means the notification which The Customer must submit to FilterCloud by Email to firstname.lastname@example.org with the subject line “Credit Request” (unless otherwise notified by FilterCloud).
"Email" means any inbound or outbound SMTP message passing through a Service.
"Emergency Maintenance" means unscheduled maintenance periods which during which Service may be disrupted or prevented due to non-availability of the Service Infrastructure.
"Infrastructure" means any FilterCloud or licensor technology and intellectual property used to provide the Services.
"Monthly Charge" means the monthly charge for the affected Service(s) as defined in the Agreement.
"Planned Maintenance" means scheduled maintenance periods which during which Service may be disrupted or prevented due to non-availability of the Service Infrastructure.
"Service Credit" means the amount of money that will be credited to The Customer’s next invoice after submission of a Credit Request and validation by FilterCloud that a credit is due to The Customer.
"User" means an individual person and/or device authorized to use and/or benefits from the use of the Service, or that actually uses any portion of the Service, including all mailboxes that send and/or Receive Email.
This Service Level Agreement will not operate: (i) in respect of any Emails that have not passed through the Service (including without limitation if The Customer has not taken appropriate steps to ensure that it will only accept inbound Email from the FilterCloud Infrastructure); (ii) or in respect of any inbound or outbound Emails that were initially sent to FilterCloud containing more than 500 recipients per SMTP session.
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