ResponseWare Service
Level Agreement
This
Service Level Agreement applies to you if you have subscribed to the web-based
or application-based versions of ResponseWare and your account is current.
Definitions:
Site - The ResponseWare
site.
Server - The hardware used
to communicate to the Internet and the location of the Site and all supporting
tables.
Planned
Update
- Changes that need to be made to the Server or ResponseWare service that are
not urgent in nature and do not materially affect the day-to-day use of the ResponseWare
service. For example, a “Planned Update”
may enhance the user experience, improve efficiencies, address Server needs, or
possibly expand the services that are provided.
Emergency
Update
– Changes that need to be posted to the Site that are of an urgent nature. An “Emergency Update” will be defined as such
through the collaboration of Turning Technologies’ IT department, Product
Management and R&D. “Emergency
Updates” include, but are not limited to, situations that have or will cause
the Site to go down, security risks, and/or instability of the Server or the
ResponseWare service.
Policy:
Planned
Updates:
Planned
Updates will typically be performed at 1:00 AM (U.S. Eastern time) on Sunday
mornings. Many Planned Updates will not
take more than 1 hour of down time to post.
This means that the Site will be available to subscribers, in most
cases, by 2:00 AM (U.S. Eastern time). However, Turning Technologies reserves
the right to utilize as much time as necessary to apply any applicable changes.
Scheduled
maintenance and/or resetting of the Server will typically be completed at this
time.
In
the interim, the Site will display a message alerting visitors to the Site of
its unavailability. Subscribers trying
to use the ResponseWare service in connection with any of the products
supporting ResponseWare will receive a message stating "Failed to connect
with Server".
Some
examples of Planned Updates include, but are not limited to, the following:
|
Type |
Examples |
|
Scheduled |
Hardware upgrades |
Emergency
Updates:
In
the unusual case where an Emergency Update must be performed in connection with
the Server or the Site, visitors to the Site will receive a message alerting
them of its unavailability. Subscribers trying
to use the ResponseWare service in connection with any of the products
supporting ResponseWare will receive a message "Failed to connect with
Server".
As
with any emergency case, the turnaround time for the Emergency Update is
unpredictable. However, Turning
Technologies will be committed to bringing the Site to full operation in an efficient
manner.
Some
examples of situations that would be in the “Emergency Update” category
include, but are not limited to, the following:
|
Type |
Examples |
|
Failures |
Hardware failure (note that faulty hardware is rare) |
There
are situations that are out of the direct control of Turning Technologies and must
be resolved by the subscriber and the subscriber’s service provider. Some examples of situations that would be in
this category include, but are not limited to, the following:
|
Type |
Examples |
|
Network issues not within direct control of service provider |
Backbone peering point issues (for example, a router in |
|
Denial of service |
Client negligence/willful misconduct |
Security Statement:
Turning
Technologies takes the security of any and all data very seriously and has
taken this into consideration within the ResponseWare solution. ResponseWare requires each Presenter in your organization
to use a unique user name (email address) and provides a unique password that
must be entered each time a Presenter logs on to use the service. Each
password owner is responsible for keeping the password secret and confidential,
and for notifying Turning Technologies if the password may have been stolen or
might otherwise be misused.
Turning
Technologies does not use "cookies" to store confidential user and
session information besides the user id (email address), but instead implements
more advanced security methods based on dynamic data and encoded data. For the
Presenter login within TurningPoint and TurningPoint AnyWhere, we take
advantage of DES encryption locally on the Presenter's system to secure the
capture of the Presenter login and password.
When you
access the Site using Firefox, Safari, Netscape Navigator 6.0, Microsoft Internet Explorer versions 5.5 or
higher, or any other approved web browser, Secure Socket Layer (SSL) technology
protects your information using both server authentication and data encryption.
We use efforts to ensure your data will be completely inaccessible to anybody
outside your organization and the direct Presenter.
On
the ResponseWare applications (iPhone and Blackberry), when the Participant
logs in, Turning Technologies encrypts the password and then uses encryption on
the entire login data being passed to the server.
Participants
of presentations can setup an account that will identify them to the
Presenter. Confidential user data is not stored anywhere on the Participant's
device or PC. Data, as they respond to polling questions, is transmitted
via a closed session communicated directly to the Presenter in a many-to-one
relationship. One Participant cannot receive data from any other
Participant. The Presenter transmits
questions and choices in reverse through the same closed session to the
Participants in a one-to-many relationship, all controlled through the session
ID.
In
addition, ResponseWare is hosted in a secure server environment that uses a
firewall and other advanced technology to prevent interference or access from
outside intruders.