FAQs

  1. User Subscription
  2. Billing
  3. Service Commitment
  4. Objective
  5. Reporting
  6. Downtime
  7. The calculation of Downtime
  8. Data, Backup and Restoration Policy
  9. Backups
  10. Restoration
  11. Support system
  12. Business hours for support

  1. User Subscription

    ePUBuilder subscription is a corporate subscription license, where multiple named user/ users / subscriber can login and use the application under one business entity name. The same named user under a business entity can work for multiple projects. This will have managed by the application internally and a dashboard is provided to the user to monitor the user activities.

  2. Billing

    Billing for subscriptions is monthly. Further details are provided in terms of use document.

  3. Service Commitment

    ePUBuilder will make all reasonable efforts to make sure that the ePUBuilder as a software as service will be available 24/7 to its subscribers.

  4. Objective

    ePUBuilder’s objective is to have a monthly uptime percentage of at least 99.5% during any month of the year.

  5. Reporting

    The downtime of ePUBuilder will be reported in the My account dashboards. If there is any maintenance on ePUBuilder, this will have informed 48 hours before, through My Account dashboard.

  6. Downtime

    Downtime refers to the total number of minutes that the User cannot access the Hosted Service.

  7. The calculation of Downtime

    It is the minutes excludes time that the User is unable to access the Hosted Services, due to any of the following:

    1. Maintenance Time
    2. User’s own Internet service provider
    3. Force Majeure event
    4. Any systemic Internet failures
    5. Enhanced Services
    6. Any failure in the User’s own hardware, software or Network connection
    7. User’s bandwidth restrictions
    8. User’s acts or omissions
    9. Anything outside of the direct control of ePUBuilder
  8. Data, Backup and Restoration Policy

    ePUBuilder is hosted in Amazon Cloud Services, which is having five-layer data security systems. Users data is perfectly secured while working on the system. However, ePUBuilder will be deleting all data from the system on reaching every 36 hours from the date of previous deletion.

  9. Backups

    Subscribers are responsible to take back ups after completion of each project, not more than 36 hours from the start date of the project creation.

  10. Restoration

    Backups are to be taken by the user for their safety. Please note that in the case of negligence on the user’s part example, deletion of data ePUBuilder may/may not have the ability to restore data.

  11. Support system

    During the business hours time, the service team will be providing online support through portal, electronic chat and email.

  12. Business hours for support

    10:00 AM to 6:00 PM (Indian Standard Time), Working days: Monday to Friday