As part of the vFairs platform, the Provider (“vFairs”) provides:
• A Hosting Service with related components. vFairs solution is hosted on Amazon AWS with zone
located in us-east-1d -North Virginia, USA
• A Maintenance service for the Application and Platform including both corrective maintenance and
• A Customer Support Service for the Application and Platform
This document outlines the terms under which these services are offered and the associated service

1. Hosting Services


Customer Resources
As part of the Hosting Service and platform, each customer will have the following resources:

Dedicated Application Server InstanceYes
Application Database management (monitoring, tuning, configuration, backup/recovery)Yes
Customer data
Dedicated logically segregated database structureYes
Dedicated database access poolsYes
Dedicated access logsYes
Network resources
Delivery of contents using specialized CDN service provider for the hosted site images

and client side scripts

Security behind redundant FirewallsYes
Availability using redundant load balancersOptional
Hosting Infrastructure
Secured Facility (24X7) surveillance, secured access, motion detectorsYes
Redundant power (grid power supply, UPS, Power breakers, Parallel Battery, Diesel

power generators)

Redundant first Tier carriersYes


vFairs will take all appropriate measures in terms of redundancy, monitoring and platform
management so as to guarantee the following service availability outside of planned maintenance
windows as described in this document:

Service Availability*
0:00-0:00            (GMT), Monday to Friday99.95 %
0:00-0:00            (GMT), 7 days a week99

*As measured over a contract subscription period and does not include scheduled maintenance time.
The Service is deemed unavailable when access to the login page is not possible from all public networks and confirmed by
vFairs technical staff.

2. Security Infrastructure


vFairs will constantly ensure the use of the latest state-of-the art technology and procedures at its
disposal to guarantee the security of the data hosted.


The following section provides details of current security infrastructure at vFairs’s hosting facilities
which includes:
• Intrusion detection services
• Security monitoring
• Security enforcement
• Back up services
• Restricted Physical Access
• Restricted Network Access
• Secured Data Access

• Load balanced firewalls
• Redundant HTTP Load Balancers
• Isolated public/private LANs
• Content Delivery network.
• Standby Database/Application


• Real-time detection with IDS Identifies threats from unauthorized users, back-door attackers and
• Data collected through firewalls, detection sensors and VPN devices instantly
terminate any unauthorized sessions.
• No Emails relaying
• No long-timeout URL

System logs

• System logs on web services up to one week old.
• Continuous error log parsing for immediate issue resolution.

System 24/7 monitoring

• Firewall Services
• LAN Traffic
• Load Balancer Services
• Site Availability Services

Security enforcement description

• User Login
• User Session Establishment
• Use of 40, 56 or 1024 bits certificates (Optional)
• Use of Authorized Trusted Mode Connection Gateway
• Session Timeout for Inactive Users


Backup Data
• Complete Customer data
• Document Attachments (If applicable)
• User Profiles (If applicable)
• System Logs
• Search Agents

Backup Execution
Backups are performed in a hot backup mode (i.e. no interruption of Service), on a daily basis. The
degradation of performances related to the backup process is negligible. Backups are incremental.
Restoration is provided in case of a major damage on the production platform.

Backup Tapes Retention Duration
All backups are run on a daily basis, including weekends. vFairs also performs a full backup of the
system on a weekly basis.


vFairs will ensure that all the main components of the platform are redundant with active fail over
capacity. In the event of a major failure, the following recovery time are applied:

SeverityWork begins withinResolution Time
CriticalWithin 30 Minutes3 hours
MajorWithin 1 Hour8 hours
MinorAs per priority of the clientAs per mutually agreed release schedule

Exceptions in maintenance policy on Application
In the event of a major technical issue or breakdown by the provider of 3rd party software or
services being used in the production platform of a given release, vFairs has the right not to
provide fixes on “Critical” severity incident, provided another release that includes the fix can be
made available to the customer.


Maintenance patches provides bug fixes, performance and SLA improvement through patches
Additional features and change requests might also be added, based on market needs. Such
features and change requests do not impact the current configuration of the customer, nor
require additional training.
Release notes that describe the new features and changes requests, as well bugs being fixed are
communicated to the system administrator after the patch is deployed.

Patch Category
There are 2 categories of patches:
• Normal patches include fixes on critical/major/minor severity bugs, as well as a combination of
change requests and small features. These maintenance patches are deployed weekly during the
maintenance window.
• Emergency patches include fixes on issues that are qualified as urgent by vFairs, or related to high
severity bugs, security threats, performance, or availability. Emergency patches are deployed as

Release Process
Maintenance patches are deployed as required for all customers of a given release. Deployment occurs
preferably in low system traffic time. The deployment is most of the time automatic. All existing setup
and data will be kept as it.
No user or administrator intervention. This does not require any manual intervention of customer

3. Data Ownership and Access

Data Ownership
All user data generated by the customer pursuant to the provision of services in the contract shall be
owned exclusively by the customer.

Data Retention
User data will be held only as long as is necessary to implement, administer and manage the
customer’s use of the vFairs platform. Once the contract between the two companies expires, all user
and reporting data will be deleted from vFairs servers and backups.
The customer can also submit a written request to delete this data at any time. Once the data is
deleted, vFairs can provide an official data destruction certificate upon request.

Data access
The customer will always have full access to user and reporting data. Access for vFairs team members
will be granted as needed on the principle of least privilege.

4. Customer Support


Customer Support Services are delivered in English or languages may be available, based on
the language skills of the support team. Incidents may be reported to the vFairs Support Center
using several possible methods like, email, Phone, Internet form.

Support Infrastructure
vFairs Customer Support Center operates on email-based trouble ticketing where all support tickets
are logged and dispatched. All reported incidents are classified for severity with 3 levels of incidents
severity (minor, major, critical) triggering different internal resolution procedures and escalation
vFairs support organization will come back to the customer within an agreed time frame, based
on the severity of the Incident. This contact will indicate the ticket #, the severity of the incident,
as well as the expected time frame for providing a temporary fix/workaround, as well as a
permanent resolution to the incident. There is an automatic notification of “high” severity
incidents to vFairs Customer Administrator, System Administrator.

Incident Resolution Follow Up
Each incident resolution is communicated to the user who reported it as well as the Customer


vFairs offers several Hot-line availability options:

Standard SupportPhone/Email
Time9:00 –18:00 (GMT +4)
24 x 7 SupportEmail
Time0:00-0:00 (GMT +4)

5. Incident Resolution


A Service Incident is defined as a malfunction of the vFairs BCCS which can be reproduced and
whose root cause is foundin the hosting service solution such as: hosting service internal
network, hosting service hardware or hosting service software components.

Incident Notification
The vFairs System Administrator is responsible for notifying all identified users/customers via
vFairs Incident Status Page (https://status.vfairs.com/) of all incidents including Planned
Downtime, as well as any Unplanned Interruptions to system availability as they occur.
All users / customers are responsible for checking and subscribing the vFairs Incident Status
Page for downtime and system status notifications.

Problem Severity Classification 1




A Service Incident is classified as high if the service is not available (refer to service availability)

MajorA problem is classified as major if a key feature or service is unavailable

vFairs technical staff has the right to demote or promote the severity of any incident based on the
nature of that incident.

6. Operating Procedures


The following section details the terms under which vFairs will open Maintenance Windows to
deploy patches, releases and platform upgrades.

Normal patch release
Deployment window2 hours
Deployment scheduleUsually on weekends
Interruption of serviceUsually none
Maximum interruption of service2 hours
Upfront Notice Period Usually2 days
Emergency patch release
Deployment window2 hours
Deployment scheduleAs required
Interruption of serviceUsually none
Maximum interruption of service8 hours
Upfront Notice PeriodAs required
Feature releases
Deployment window8 to 48 hours
Deployment scheduleWeekends
Interruption of serviceUsually Yes
Maximum interruption of service24 hours
Upfront Notice Period5 Days
Platform Upgrades
Deployment window8 to 48 hours
Deployment scheduleWeekends – Maximum twice a year
Interruption of serviceYes
Maximum interruption of service36 hours
Upfront Notice Period2 weeks

For all service interventions, planned downtime within maintenance window is excluded from overall Uptime calculation.

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