Premium Hosted Microsoft Exchange Email Services

Privacy Policy & SLA

Customer Service and Support

Customer service and support will provide:

• Assistance in setting up and configuring your Exchange account;
• Full assistance with initial Microsoft Outlook configuration;
• Basic assistance with Microsoft Outlook and Outlook Web Access usage such as E-mail, sharing calendars, appointment scheduling, contact management.

Exchange My Mail, Inc standard response time is one hour or less. The response time, however, may depend on the nature and complexity of the inquiry. One-hour support reply guarantee does not apply to any “how to” or software development related inquiries since such issues often involve extensive research and testing.

Customer Service and Technical Support assign the highest priority to inquiries related to the servers' unavailability. Such inquiries are addressed immediately upon notification. Please keep in mind that it may take some time to resolve the issue so you may not get an immediate reply.

What ExchangeMyMail does not explicitly support

The following areas are handled on a "best efforts” basis:

• Configuration of customer firewall software and/or hardware that could affect connectivity to the EMM service
• Installation of Outlook Software
• Configuration of customer antivirus software (Norton Antivirus 2003, etc.) that could affect connectivity to the EMM service
• Issues related to customer’s connection to the Internet. (i.e. T1, Cable Modem, DSL Modem, Dial-Up accounts, etc.)
• Issues related to other email accounts or personal folders (non-EMM) configured within customers Microsoft Outlook software
• Issues related to general use of the Microsoft Outlook software – (i.e. training, etc.)
• Email client software other than Microsoft Outlook
• Use of EMM service on a Macintosh or non-Windows computer

Month to Month Term

Your account will be automatically renewed on a month to month basis for the total monthly fee of the service. There is no minimum term of service. You may cancel the service at any time by sending an email to support@exchangemymail.com with your domain name and reason for cancellation. Service is billed at the start of each service month for the following month and we cannot give any refunds for partial month’s service.

Billing Inquiries

All inquiries regarding billing of our services should be sent to billing@exchangemymail.com

Confidentiality and Security

We limit access to your personal information to employees who need to come into contact with that information to provide products for services to you or in order to do their jobs.

We have physical, electronic, and procedural safeguards that comply with federal regulations to protect personal information about you. Your account information is password-protected and in certain areas we use industry-standard SSL-encryption to protect data transmissions.

Exchange My Mail ,Inc is not responsible for security issues related to users choosing “easy” passwords (i.e. "password”) or users who fail to safeguard their password. Additionally, Exchange My Mail may at it's sole discression cancel, or suspend any account that uses the word "password" in their mailbox or control panel password. users must take care to select passwords that are not easily guessed.

Exchange My Mail ,Inc is not responsible for viruses and other “Trojan horse” programs running on customers’ PC that capture keystrokes or electronically detect users’ passwords.

You can edit your account information at any time by logging into your account control panel.

Ownership of Data

All data created or stored by you within EMM's applications and servers are your property and is for your exclusive use unless you permit access to the data. EMM shall allow access to such data by authorized EMM personnel and shall provide access in compliance with EMM's Privacy Policy for further information. EMM makes no claim of ownership of any web server content, e-mail content, or any other type of data contained within the account holder's server space and applications on EMM's servers.

Data Integrity

Exchange My Mail, Inc employs RAID techniques to ensure the integrity of the data on its servers.

Regular tape and disk backups are done on Exchange servers and kept for seven days. Upon customer request, whether to restore a whole mailbox or just a message, EMM is not responsible for data loss resulting from the failure or loss of backup media.

Data Retention

Company shall not retain any of your data after account termination. All data is deleted from the servers at the time the account is terminated and from back-ups during scheduled back-up rotation.

Service Availability

Exchange My Mail, Inc will use its best efforts to provide 99.9% monthly average scheduled availability. Availability is defined as the ability of any user within an organization to retrieve messages as well as send and receive messages from the PC connected to the Exchange servers that are operated by Exchange My Mail ,Inc, assuming that such user's PC local network connection and connection to the Internet are fully functional, bandwidth is not constrained, and all necessary client software is configured correctly.

Exchange My Mail ,Inc reserves the right to plan a scheduled outage with twenty-four (24) hours advance notice. EMM will use its best efforts to schedule these outages at non-peak hours and limit their occurrence to strictly necessary upgrades and required maintenance.

Unplanned outages will result in affected customers receiving pro-rated credit for each hour of outage, up to a full credit for that month, if on a monthly agreement.

Customer Responsibilities

To access Exchange My Mail services customers must provide at the very minimum:

• an Internet connection with sufficient bandwidth and quality to allow trouble-free browsing and data uploading and downloading;
• a fully functional Internet browser;
• Microsoft Outlook 2000/XP/2003 for direct (MAPI) connections to the Exchange server;
• MS Outlook Express 5/6 for POP/IMAP/SMTP connections to the Exchange server.

Outgoing Bulk / Junk / Spam Mail Policy

Sending spam (Unsolicited Mail sent to anonymous recipients) through the EMM system will and can not be tolerated. Exchange My Mail, Inc has the right to terminate or refuse mail service to anyone abusing EMM services. EMM reserves the right to immediately discontinue service to anyone violating this rule. EMM defines spam as "the sending of bulk e-mails or the sending of e-mail to users that have not explicitly asked to receive the sender's message." EMM will not be held responsible if your domain name is blocked by internet service providers (ISPs) for sending spam/bulk e-mails. We reserve the right to suspend or cancel EMM accounts that send bulk or unwanted junk mail (spam). EMM reserves the right to limit the number of outgoing recipients on an individual email message to one-hundred (100).

Exchange My Mail, Inc Virus Policy

The Exchange My Mail, Inc service provides virus protection against incoming email viruses sent to your Exchange My Mail, Inc addresses. All incoming messages to your Exchange My Mail, Inc domain are scanned. It is our policy to delete affected attachments prior to delivery to your Exchange My Mail, Inc mailbox. Exchange My Mail, Inc virus protection uses the latest technologies to help ensure your protection. Our server software (virus patterns) is updated nightly. Virus protection is an ongoing process and it’s impossible to protect against 100% of the virus threats and unfortunately we cannot be held responsible for new viruses that are not detected by our scanning software. End-users are responsible for protecting their computers and ensuring they are virus-free. We recommend that each end-user run a local anti-virus software package on their PC for additional protection. Exchange My Mail, Inc will not be held responsible if your domain name is blocked by internet service providers (ISPs) for sending virus-infected emails. Most viruses are transmitted by email, but not all. If your email software is connected to another email service other than Exchange My Mail, Inc, it is possible that virus-infected email could be pulled into your Exchange My Mail, Inc account. Exchange My Mail, Inc cannot be held responsible for virus-infected email originally sent to email services outside of Exchange My Mail, Inc.

Use of Microsoft Outlook 2003 Software

Exchange My Mail, Inc service includes the licensing for Outlook Client Software. The license fee is included with the monthly Exchange My Mail, Inc service fee; however we may charge a nominal fee to ship the media to you. End-users are allowed to install the software once on one PC for each Exchange My Mail, Inc mailbox. Each end-user/individual using the Exchange My Mail, Inc service must purchase an individual Subscriber Access License (SAL) – otherwise know as a “mailbox” for this service. Unfortunately, sharing of a single mailbox is not allowed unless additional licenses are purchases on a monthly basis for each user. If you cancel your Exchange My Mail, Inc account you are responsible for uninstalling any Outlook client software that is licensed as part of the Exchange My Mail, Inc service.

Size of Mailbox

Each mailbox has a storage quota. This is done to protect your account and others from potentially large volumes of email sent to a single address that could disable or halt the email system server. Additional storage can be purchased by emailing support@exchangemymail.com

It is the end-user’s responsibility to ensure that his/her mailbox does not get full. Exchange My Mail, Inc is not responsible for email lost due to full mailboxes. If you do not know how to check your mailbox size, you can always login to our support section with your e-mail address and password, there you will your disk quota, and usage.

Limited Liability

Limited liability. In no event will Exchange My Mail, Inc be liable for any indirect, special, incidental or consequential damages, whether in an action in contract or tort, even if advised of the possibility of such damages. Except with respect to infringement obligations, the total liability of Exchange My Mail, Inc for any claims arising from or in connection with this agreement or service, regardless of the form of action, shall not exceed the amount of services fees paid by the customer either directly to exchange my mail, in cor through a partner/reseller for service rendered for the prior one (1) month of billing. in no event will either party or it's affiliates, partners, suppliers or resellers have any liability to the other party for any lost profits, loss of data, loss of use, or costs of procurement os substitute goods or services.

*EMM = Exchange My Mail, Inc