Service Level Policy

We know that the up-time level for all our services is crucial to you, and at Mirata, it's our top priority too. On the extremely rare occasion that any Mirata service becomes unavailable, Mirata will maintain a communication channel with clients ensuring that all parties are fully informed as to the nature, and if possible, the duration of any outage.

If you suspect that there may be an outage, please monitor our 'Announcements' page via the Mirata support site. Full details regarding outages are posted to this area.

The following are considered outside the control of Mirata:

  • Failure of access circuits to the Mirata network;
  • Failure of hardware including Mirata managed servers, routers and switching equipment;
  • Outages elsewhere on the Internet that hinder access to our services. Outages or failures resulting from any act or omission by a customer or agents, including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, etc.); negligence, willful misconduct; exceeding allowable monthly data transfer allocation; or any use of the services in violation of our Business Guidelines;
  • Acts of, including, without limitation, any governmental body, war, insurrection, sabotage, terrorism, armed conflict, embargo, fire, flood, strike or other labour disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, e-commerce software, payment gateways, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in equipment;

Where possible scheduled maintenance, including upgrades and emergency maintenance, will always take place at off-peak times.

We devote significant resources to continually develop and enhance Mirata operations infrastructure, the result is that we maintain unsurpassed security and privacy of your information.

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