System Uptime
Vertican Responsibilities
Vertican has not warranted that any application will operate in an uninterrupted or error-free manner or that all programming errors can or will be corrected. The Technical Support commitment from Vertican is to use commercially reasonable efforts to remedy any Technical Support Case. Support does not cover, and Vertican cannot control, any issues arising from hardware, software other than the application/software, any misuse by Client or its personnel or partners, or any use of the Software with hardware or software for which it was not designed and configured.
Application Uptime
Where downtime is required during Normal Business Hours, Vertican will use commercially reasonable efforts to notify its clients any time services are unavailable for more than 15 minutes.
Vertican Solutions – 2 Types
- Vertican-hosted systems: vExchange, Ask Goldie, Goldie Plus Custom Agent, Goldie Automation Suite
- Client-hosted software: Collection-Master, Q-Law, Q-LawE, and vMedia
Vertican-Hosted Systems
Our commitment with Vertican-hosted systems is to ensure maximum application uptime and system availability to the best of our ability. Vertican will use commercially reasonable efforts to make the Hosted System(s) available during customary business hours, other than when performing scheduled and unscheduled maintenance. Vertican will schedule maintenance at times when, in Vertican’s judgment, the Service is least likely to be used by Hosted System subscribers. Scheduled maintenance is generally associated with new releases, patches to correct defects, and general system modification and upkeep. Vertican will use commercially reasonable efforts to minimize unscheduled maintenance.
Client-Hosted Software
Vertican is not able to guarantee the operability of client-hosted applications (Collection-Master, Q-Law, Q-LawE, vMedia) as the software is running outside Vertican’s environment and control.
Vertican does not manage your firm’s network, internet connection, email system, or database, nor do we have control over your firewalls, malware protection, or security patch practices. If a firm has encrypted a debtor file, Vertican cannot unencrypt it; you’ll need to go to your firm’s system administrator. If a client unplugs the server, there will definitely be an adverse effect on Vertican software’s uptime. (This really happened.)
For this reason, if you encounter ransomware, you should contact your insurance company, activate your disaster recovery plan, and restore from backup. If you require additional assistance from Vertican, please request Professional Services.