Visual Network Design Inc. is committed to providing our customers with unparalleled availability for our online business applications. We recognize that you need to have our service available whenever you want or need to do business, and we strive to consistently exceed our service level commitments.

One of the significant benefits of using Visual Network Design applications is the fact that you never have to install software updates. To bring you these benefits, we usually schedule a weekly or bi-weekly late-night two-hour maintenance in which we upgrade the existing application for minor enhancements. This late-night maintenance usually occurs on Tuesday evenings. On or around a quarterly basis, we usually have a release in which we add significant functionality to our service. These periodic major releases can take several hours to release, and we will notify you in advance of any unscheduled maintenance where possible. These periodic major releases usually occur on Tuesday evenings. All scheduled maintenance occurs during the non-peak 11pm to 4am PST hours to minimize the impact on your business.

Our current service level objectives are as follows (expressed in Pacific Time, GMT-08:00):

We recognize that you are entrusting us with your critical business information. Rackwise.com is hosted in a secure server environment that uses a firewall and other advanced technology to prevent interference or access from outside intruders. While we securely manage your information in our bunker-like data center, you always have the ability to export your data file from our applications. We created this export capability because we know it is important for you to have the option of retrieving your data at anytime, from anywhere you want.

Rackwise.com utilizes some of the most advanced technology for Internet security available today. When you access our site using Microsoft Internet Explorer versions 6.0 or higher, Secure Socket Layer (SSL) technology protects your information using both server authentication and data encryption, ensuring that your data is safe, secure, and available only to registered Users in your organization.

Rackwise.com provides Subscribers with a unique user name and password that must be entered each time the Subscriber logs on. Rackwise.com issues a session "cookie" only to record encrypted authentication information for the duration of a specific session. The session "cookie" does not include either the username or password of the user. Rackwise.com does not use "cookies" to store other confidential user and session information, but instead implements more advanced security methods based on dynamic data and encoded session IDs.

We know that providing you uninterrupted service is critical for our success. We also know that other factors can influence your ability to reach our service, like the ability of your Internet Service Provider (ISP) to keep you constantly connected to the Internet. That's why we have also developed the capability to provide you with a direct call-in line into VNDI on a short-term basis if you need it due to problems with your ISP. If you ever need to access VNDI applications but your ISP is not available for some reason, please call us and we will provide you with dial-up instructions to help you reach our service.

If you have any questions, please do not hesitate to call us at 1-866-722-9173.