Service Levels and Response Times

A sub-second average response time is provided for all database changes and page updates. Your on-site page load times may vary based on your bandwidth and network latency.

The application and data is hosted by Salesforce.com in their world class on-demand environment. This environment currently supports over 35,000 customers and 500,000 plus users with more than 3.7 billion total transactions per quarter.

The goal is to deliver the service on a 24x7 basis. Due to complex redundancy and infrastructure a 99.9% availability uptime is maintained. Planned maintenance windows occur approximately 3 (three) times per year, the site is shutdown outside normal business hours for application upgrades. Additionally, between 2 and 4 times per year, the site is shutdown outside normal business hours for planned maintenance.

From a user perspective, the response time for a system crash, under all but the most extreme circumstance, is zero. The world class back up and disaster recovery facilities where your application and data are hosted mean there is effectively no delay in being able to access your data.

The Force.com platform has a track record of fast application performance – from delivering web pages to processing transactions. The multitentant application design, combined with the fastest servers and high performance networking infrastructure available, guarantees a quality user experience.

Daily performance data are available on the public website: trust.salesforce.com

Disaster Recovery

The web hosting platform has a full-scale disaster recovery plan in place. A documented and tested Business Continuity Plan is available under a Non Disclosure Agreement and there is a tested disaster recovery plan.

The application is hosted in fully mirrored data centres, with hot failover capabilities, that provide seamless disaster recovery. The data centres follow stringent backup-and-recovery procedures to ensure customer data is safe. This industry leading approach includes:

• A full-scale disaster recovery facility that guarantees consistent service performance in the event of a regional disaster.
• Multilevel data integrity and backup procedures that ensure rapid recovery with minimal data loss.