TrackStudio Host - Online Bug Tracking Software

TrackStudio Host is a highly configurable hosted issue tracking solution. Regardless of your physical location, you can access your projects and make the necessary modifications using a standard Web browser and an Internet connection.

Server Specific Information

Our server is located at SAGO Networks Datacenter. Features of Sago's Data Center include:
- High availability of dark fiber and cross connections to multiple diverse carriers.
- Dedicated connection to Tampa's largest carrier hotel.
- One of the highest concentrations of Internet bandwidth in a single site in the US.
- 24 x 7 x 365 security and network monitoring.
- N+1 Power Redundancy with fully conditioned power behind a generator and battery backup. Refueling service is contracted on a perpetual basis.
- On-site technicians available to support any environment.
- Customer work area with 24 x 7 security.
- Redundant cooling and climate control.
- Waterless chemical fire suppression.
- Outstanding physical security.
To provide a high productivity we use the Dell Atlas server based on the Intel Pentium 4, 3.0 GHz dual core processor. The safety of your data is ensured through the use of certified components, and daily back-ups. To increase the safety level even higher we backup the data to a sever located in a different building daily.
We use the following software:
Users can employ SSL in their work with the system to provide a higher level of data security. For additional security, we store users' passwords encrypted in the database.

Service Availability

Our goal is to provide our clients with a high-quality service and availability of not less than 99.7%. "Availability" is defined as the percentage of minutes in a calendar month during which a customer circuit did not experience a Service Outage.

We consider any of the following events to be a Service Outage:

the inaccessibility of the TrackStudio Host site
the inability to log onto the system
the inability to create a project/bug/issue/task
the inability to create a user
the inability to post a message regarding the problem
the time taken to create a task, user or bug-note exceeding 10 seconds

The availability target does not account for scheduled outages on TrackStudio's Network or events outside of TrackStudio's control, including, but not limited to, force majeure events or Customer equipment outages. Network downtime is calculated on the length of time between a Customer contacting TrackStudio to open a trouble ticket and and confirmation from TrackStudio that the network is restored.

If TrackStudio does not meet Service Availability Targets per the above definition, TrackStudio will credit the Customer based on the amount of downtime experienced. Each hour of downtime will be compensated with the equivalent of one day's worth of credit. Maximum credit given will be for the equivalent of one free month. Credit is calculated based on the monthly recurring fee and a thirty-day month.

Mean Response Time

TrackStudio is committed to providing the best Customer care experience in the issue management industry. In the event that a trouble ticket is required, TrackStudio will provide updates to the Customer at least once daily on each open issue. Each issue will be handled separately and will not be combined with another open issue unless related to the open issue.

Severe and Chronic Problems

A Customer is experiencing a Severe Problem if the aggregate Service Outage time experienced is in excess of twenty-four (24) hours in any calendar month. If a subsequent Severe problem occurs within one calendar month following the calendar month in which a customer experienced a Severe Problem, the problem will be considered Chronic.

Upon verification of a Chronic Problem, a customer may request that TrackStudio disconnect the circuit and any applicable Early Termination Fees will be waived.

Installation Interval

The registration in the system is required for installing your account. Within 5 minutes after the registration you will get e-mail with your login and password.

In case you have to import your bug database, the installation interval will depend on the complexity of the source file. In that case the installation interval is settled separately.

This calculation does not include (a) any period that TrackStudio waits for a response or action from the Customer, (b) any period that TrackStudio waits to install the line due to the Customer's failure to respond, lack of access to the Customer's facilities or change of requested installation date, or (c) any period resulting in Force Majeure Events.

Account Billing & Invoicing

TrackStudio charges for its service continuously regardless of whether or not you are using it due to the fact we continue to maintain your account, accept mail and keep files you have saved in your account on our servers. This is also true of accounts that are Frozen (denied access) due to non-payment.

Pricing Guarantee

If TrackStudio's standard price for your specific service package drops, your monthly payment will also drop automatically. This will allow you to continuously receive TrackStudio's most competitive price for your issue tracking package.

In the event that TrackStudio's pricing increases, your price will remain at the price set for the rest of your term. TrackStudio does have to option to raise prices, but will do so to existing customers only as a last resort.

Credit Availability

It is the Customer's responsibility to identify and request all valid SLA claims and corresponding credits. To be eligible for service credits, Customer must first report outage, delay or delivery events to TrackStudio's Technical Support. TrackStudio will notify Customer of its resolution of the reported outage. Customer must claim any applicable service credits within fifteen (15) calendar days of the notice of resolution of the reported incident. In the event that two or more credits are simultaneously claimed, a credit will be applied toward the single claim resulting in the largest credit. TrackStudio will apply any service credits to the Customer's next monthly invoice.

Privacy Policy

TrackStudio and its subsidiaries are committed to respecting your privacy. Once you choose to provide personally identifiable information, it will only be used in the context of your customer relationship with TrackStudio.

On various TrackStudio web pages you can order services, make requests, and register to receive materials or support. The types of personal information collected at these pages are name, username, contact and billing information. Data collected online may also be combined with information provided during ownership registration of TrackStudio products and services. In order to tailor subsequent communications and continuously improve products and services, TrackStudio may ask you to voluntarily provide information regarding your personal or professional interests, demographics, product experience, and contact information.

TrackStudio uses your information to better understand customer needs and continuously improve the level of service provided. Specifically, your information is used to help complete a transaction, to communicate back to you, to update you on service and benefits, and to personalize TrackStudio's web site.

TrackStudio will not sell, rent, or lease your personally identifiable information to others. Unless required by law or your prior permission is obtained, TrackStudio will only share the personal data provided with other TrackStudio entities and/or business partners who are acting on our behalf to complete the activities described above. Such TrackStudio entities and/or national or international business partners are governed by TrackStudio's privacy policies with respect to the use of this data.

TrackStudio strives to keep your personally identifiable information accurate. Every effort is made to provide you with online access to your registration data so that you may update or correct your information at any time. TrackStudio is committed to ensuring the security of your information. To prevent unauthorized access, maintain data accuracy, and ensure the appropriate use of information, appropriate physical, electronic, and managerial procedures are in place to safeguard and secure the information collected online.

CUSTOMER agrees to the following:

Provide quotes regarding TrackStudio for public use by TrackStudio.
Be a reference for media and analysts.
Be a reference for potential TrackStudio customers.
Work with TrackStudio, Ltd to provide a use case and/or case study.

Monitoring the Services.

TrackStudio has no obligation to monitor the Services, but may do so and disclose information regarding use of the Services for any reason if TrackStudio, in its sole discretion, believes that it is reasonable to do so, including to: satisfy laws, regulations, or governmental or legal requests; operate the Services properly; or protect itself and its Members.

Member's account, password and security

Upon registration, Customers receive a username, password, and account designation. You and members of your household or business, if you have purchased a business account, are the only authorized users of your TrackStudio account and must comply with this Agreement. You must keep your password confidential so that no one else may access the Services through your account. You must notify TrackStudio immediately upon discovering any unauthorized use of your account.

Termination

You may terminate your account at any time and for any reason by providing notice of intent to terminate. Without prior notice, TrackStudio may terminate this Agreement, your password, your account, or your use of the Services, for any reason, including, without limitation, if TrackStudio, in its sole discretion, believes you have violated this Agreement, or any of the applicable user policies, or if you fail to pay any charges when due. TrackStudio may provide termination notice to you by email addressed to your email account. All notices to you shall be deemed effective on the first (1st) calendar day following the date of electronic mailing.

Pricing