Appendix 4. Service Level Agreement (SLA) Data Center Services

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Appendix 4. Service Level Agreement (SLA) Data Center Services"

Transcription

1 Appendix 4 Service Level Agreement (SLA) Data Center Services Document no. Document name I-B-VG-006 Anhang4_DatacenterSLA.docx Version/Date Version 2.1, Month dd, 2011 Classification Written by PUBLIC Roman Pfund Released on 10/20/2011 Released by MB Valid from 10/20/2011 Valid until Applies to Responsible Key words Short description Until revoked Data Center Services Information Security Officer ISO SLA, Service Level Agreement Service Level Agreement for Green Datacenter AG Datacenter Services

2 Contents 1 Introduction Service Level Details Service Credit for Unavailability Reporting of downtime Guarantee exclusions Downtime management Support obligations Escalation process started by the Customer Customer obligations Maintenance windows Demarcation points Measurement Downtime Exclusions Warnings Coordination Customer responsibility in the case of a Power outage Anonymity Unauthorized access Cancelling services Legal Terms and Conditions General terms and conditions Definitions Restrictions Use of personal data Changes 11

3 1 Introduction This Service Level Agreement (SLA) applies to the services described in the Framework Agreement. The SLA guarantees the Customer a defined quality and, in the case of non-provision of services on the part of Green Datacenter AG, entitles the Customer to a refund of the monthly fees or a part thereof (hereinafter referred to as Service Credit for Unavailability ). Anhang4_Datacenter_SLA_EN.docx Page 3

4 2 Service Level Details The level of service is provided when the Customer builds a fully redundant IT infrastructure with two separate USV1 and USV2 electric circuits at a Green Datacenter AG location. Racks and components are to be set up according to the cold aisle principle. I. Guarantees Green Datacenter AG guarantees 99.99% availability of the services named below. Downtime in part of a redundant system is not considered downtime. A single functioning electrical circuit, for example, is considered functional for the purposes of this agreement. If Green Datacenter AG is not able to comply with the agreed guarantees, the Customer acknowledges and agrees that the credits agreed to in the SLA represent the Customer s sole and exclusive compensation. II. Power supply Green Datacenter AG guarantees to provide the Customer with the contractually agreed AC or DC power (hereinafter referred to as Power ) at least 99.99% of the time each calendar month. When a request for a service credit is received, Green Datacenter AG will calculate the period during which the Customer did not have Power. III. Availability of cooling Green Datacenter AG guarantees to provide the Customer with the contractually agreed cooling in a temperature range of 64 F (18 C) to 79 F (26 C) and a relative humidity between 40% and 60% at least 99.99% of the time each calendar month. The guaranteed temperature and humidity will be measured in the contained cold aisle. The climatic conditions in the individual racks are excluded from this guarantee. When a request for a service credit is received, Green Datacenter AG will calculate the period during which the Customer did not have cooling. IV. Calculation of availability 2.1 Service Credit for Unavailability Green Datacenter AG offers the following credits as soon as service availability falls below the guaranteed threshold. This table shows the credits as a percentage of the base monthly recurring charge (MRC). Operating time 99.99% 99.9% 99.5% 99.3% less than 99.3% Credit No credit 10% of the MRC 20% of the MRC 30% of the MRC 40% of the MRC Anhang4_Datacenter_SLA_EN.docx Page 4

5 2.2 Reporting of downtime Green Datacenter AG informs the Customer s technical contact either by phone or (written notification is sent to the contact in the contact data given to Green Datacenter AG). 2.3 Guarantee exclusions Defective devices that are under the Customer s control and that cause, for example, a short circuit Downtimes that are a result of necessary maintenance that was refused by the Customer Downtimes caused by equipment and circuits not operated or controlled by Green Datacenter AG Downtimes caused by changes made by the Customer or third parties without informing Green Datacenter AG, without the consent of Green Datacenter AG, or without being coordinated with Green Datacenter AG Downtimes caused by changes or updates made at Customer s request Criminal or terrorist activities on the part of the Customer Third party criminal or terrorist offenses against Green Datacenter AG or its subcontractors Published maintenance times The Customer and all persons who enter the Green Datacenter AG data center on the Customer s behalf are familiar with the Data Center Rules and Regulations and conduct themselves accordingly Service interruptions caused by the Customer through manipulation of air conditioners or overloading the electrical circuit as well as large fluctuations in power consumption are excluded from the guarantees listed above Green Datacenter AG assumes no reliability for the effects of acts of force such as natural catastrophes or terrorist attacks The SLA guarantees are subject to change due to new technical features and changed guidelines 2.4 Downtime management Our data center philosophy is to provide the Customer with the highest availability and service quality. In the case of disturbances, our main objective is to quickly repair the disturbance and restore service availability. We guarantee that the Service Level Agreement with the Customer will be fulfilled. The benefit for the Customer is a limitation of the impact on business operations. Disturbances and downtime related to reactively controlled services must be reported by the Customer. When downtime is reported, a trouble ticket is opened and analyzed, and the service is restored in accordance with the service level agreed for this service. Disturbances and downtime related to proactively controlled services are reported by the monitoring system. The Customer is informed in accordance with the service level agreed for this service. If downtime impacts the Customer s business operations, the Customer must open a trouble ticket over the appropriate channel. Anhang4_Datacenter_SLA_EN.docx Page 5

6 2.4.1 Support obligations Determine and check the authorization of the person who submits the incident and compare it with the Service Level Agreement between the Customer and Green Datacenter AG Start the downtime management process which includes: 1. Receipt of the incident, opening a trouble ticket, and confirmation 2. Using internal and external means to prioritize, coordinate, and monitor the troubleshooting process 3. Informing the Customer about measures taken, interim solutions, and the final solution 4. Informing the Customer about the restoring of server availability 5. Analyzing the cause of the disturbance and making recommendations for further action (change management) In the case of unexpected delays during troubleshooting that could lead to a violation of the agreed SLA, an internal escalation process will be automatically started. Depending on the type of problem, the first escalation level is either an internal senior employee or sales/subcontractor support. At this point in time, the manager on duty will be involved to ensure that the SLA is adhered to during the escalation process and that the problem is solved in a timely manner. Anhang4_Datacenter_SLA_EN.docx Page 6

7 2.4.2 Escalation process started by the Customer If the Customer is concerned that the speed or quality of the support or troubleshooting process could seriously impact their business, then the Customer can independently trigger the escalation process. Contact Customer Care Support Engineer Commercial or technical Account Manager Support Supervisor CMO Technical Operations Manager CTO CEO Diagram 1 Escalation process Customer obligations I. The Customer supplies all required contact information, including contacts for escalating the delivered services, and ensures that any changes are updated in a timely manner. II. The Customer supplies Green Datacenter AG with a list of all persons who are authorized to access support. III. The Customer implements suitable methods for identifying these authorized persons. IV. The Customer ensures that information about changes to the configuration, interfaces, channels, applications, and systems that are relevant to the provision of joined services are supplied to Green Datacenter AG and are kept up to date. V. The Customer is responsible for maintaining all of their applications. Green Datacenter AG is not responsible for maintaining Customer applications or Customer data. VI. Only equipment that is in good condition and that poses no danger to persons and property may be installed. Anhang4_Datacenter_SLA_EN.docx Page 7

8 2.5 Maintenance windows For the purposes of this Service Level Agreement, planned maintenance is necessary in order to provide the services or to update the infrastructure. Planned maintenance windows are defined in advance and published at In addition, customers will be informed of a planned service interruption for maintenance work at least 48 hours in advance. Green Datacenter AG sends an to the Customer s designated (in writing) technical contact containing information about the planned service interruption and the type of the interruption. This is valid for all purposes arising from this document, even if the Customer and/or their representative was not able to receive the due to system problems, downtimes, incorrect Customer contact information, or for other reasons. 2.6 Demarcation points This SLA is associated with the Green Datacenter AG data centers. All guarantees with respect to performance and operability apply solely to Green Datacenter AG managed equipment that connects Customer-managed equipment to our providers. These providers include power companies, landlords, and other telecommunications companies. If the Customer manages their own equipment, the Green Datacenter AG area of responsibility ends at the patch panel coming from the patch room and at the enclosure sockets. 2.7 Measurement Downtime for the availability guarantees (also for those that do not have service credits) does not include non-availability due to planned downtime agreed with the Customer; nor hardware errors; nor any acts or omissions on the part of the Customer and/or the Customer s users; nor Customer refusal of a credit; nor any other reasons outside the control of Green Datacenter AG, such as an act of force majeure. 2.8 Downtime Downtime is defined as follows: It begins when the failure occurs and ends when a Green Datacenter AG employee demonstrates the solution to the problem. There is no other measurement of downtime, and all times used for this calculation are recorded by Green Datacenter AG. Operating times are calculated independently for each service, where the worst value (the longest downtime) is used to calculate the credit for the Customer. Anhang4_Datacenter_SLA_EN.docx Page 8

9 2.9 Exclusions No SLA credit will be granted if a service is not available for a specific period of time if this time or a part of this time is due to one of the following reasons: 1. Downtime of equipment on the Customer s premises (if it does not belong to Green Datacenter AG), at the Customer s location (such as due to a Power outage) or of equipment belonging to one of the Customer s providers; 2. Natural catastrophes, terrorist attacks, or other catastrophic events; 3. Downtime due to magnetic/electromagnetic interferences or electrical fields; 4. Negligence or omission on the part of the Customer (or Customer employees, representative, or subcontractor), such as: a. Customer delays in delivering required equipment; b. Failure to grant Green Datacenter AG sufficient access to facilities for testing purposes; c. Failure to grant access to Customer premises when reasonably requested by Green Datacenter AG (or a Green Datacenter AG representative) to allow Green Datacenter AG to fulfill their service obligations; d. Failure to take appropriate countermeasures regarding services as recommended by Green Datacenter AG or preventing Green Datacenter AG from performing these countermeasures themselves; e. Failure to use redundancies as offered in the relevant service level; or 5. Negligence or intentional malpractice on the part of the Customer, including failure of the Customer to follow agreed processes; 6. The Customer prevents or delays entry to the cage; 7. All planned maintenance windows if the Customer was informed thereof, and emergency maintenance carried out to prevent future downtimes; 8. Shutting off or interruption of services by Green Datacenter AG if the Customer has not paid an invoice within 60 days of the invoice date, or for other sufficient reasons. Customer equipment may not consume more Power than the power lines can deliver to each point. Since equipment requires more Power in the boot phase, Green Datacenter AG recommends an automatic switch-on delay to prevent overloading during a reboot after an Power outage. Overloading for this reason would be considered a design error on the part of the Customer and would therefore not be covered by this SLA Warnings It is the responsibility of the Customer to open support incidents for all open problems. Creation of an automatic warning on the part of Green Datacenter AG is not a confirmation of a problem on the part of Green Datacenter AG. Only a correctly opened ticket can be used to calculate downtimes and credits Coordination When working together with Green Datacenter AG employees, all activities (except for 24/7 support) must be coordinated in advance. This includes access, replacing spare parts, new installations, and equipment removal Customer responsibility in the case of a Power outage After a Power outage, it is the Customer s responsibility to take the necessary steps to get Customer equipment online again. As mentioned in the Measurement section, this time is not included in the official downtime, since Green Datacenter AG has no control over how fast the Customer reacts with respect to the Customer s own system. Anhang4_Datacenter_SLA_EN.docx Page 9

10 2.13 Anonymity The Customer undertakes to not publish or otherwise disclose the location of Green Datacenter AG facilities to unauthorized third parties. This does not include parties who have a legitimate reason for needing this information, such as employees who carry out the physical maintenance on Customer equipment. Customer signs, markings, and logos are not permitted on the outside surfaces of a Green Datacenter AG data center. In addition, the Customer is not allowed to make any photos or video recordings without express written permission Unauthorized access Any attempt on the part of the Customer to access equipment, racks, cages, or other areas to which the Customer is not authorized by Green Datacenter AG is strictly prohibited Cancelling services When a service is cancelled, the Customer must return all equipment belonging to Green Datacenter AG to the Green Datacenter AG data center within thirty (30) days after the contract ends. In the same way, equipment that belongs to Green Datacenter AG suppliers must be returned to their location. The Customer is responsible for all associated fees. For a charge, a Green Datacenter AG technician can be commissioned to collect the equipment, send it by post or other method. In the following cases, the Customer is liable for the costs of replacement hardware: If the equipment is lost or is not returned within thirty (30) days after the contract ends. If the state of the equipment is such that Green Datacenter AG cannot use the hardware for another Customer; time-related wear excluded. Anhang4_Datacenter_SLA_EN.docx Page 10

11 3 Legal Terms and Conditions 3.1 General terms and conditions This document ( Service Level Agreement (SLA) ) describes the Green Datacenter AG Data Center Services. This document is an appendix to the signed Customer Order Confirmation between the Customer and Green Datacenter AG Definitions All capitalized terms that are not defined here have the same meaning as in the Green Datacenter AG General Terms and Conditions (also available in German and French) and in the specific agreements that are part of the signed Customer Order Confirmation. The General Terms and Conditions are a separate document whose acceptance is a condition of this document Restrictions All forms of compensation for Green Datacenter AG services are limited to the scope defined in this document. No credit or payment will be issued for any reason or in any scope other than that given here, including but not limited to business losses on the part of the Customer due to downtimes Use of personal data Green Datacenter AG customers agree that Green Datacenter AG (or one of its subsidiaries) can process personal data in agreement with the guidelines published at Changes Green Datacenter AG retains the right to change this document as long as the Customer is informed before the changes become effective. If the changes have a major impact on services, the service fee or other obligations arising from this agreement, then the Customer can terminate the agreement in writing with a six (6) month notice period. Anhang4_Datacenter_SLA_EN.docx Page 11

Service Description (SD) & Service Level Agreement (SLA) greentalk

Service Description (SD) & Service Level Agreement (SLA) greentalk Service Description (SD) & Service Level Agreement (SLA) greentalk Version/Date Version 1.3 / February 6, 2013 Classification Written by PUBLIC CC Released on Released by Valid from Valid until Scope Responsible

More information

Community Anchor Institution Service Level Agreement

Community Anchor Institution Service Level Agreement Community Anchor Institution Service Level Agreement Date: 3/13/2014 Version: 2.0 Prepared by: DC-Net Table of Contents 1 Service Level Agreement... 3 2 Definitions... 3 3 Service Delivery... 5 3.1 Network

More information

SERVICE SCHEDULE CO-LOCATION SERVICES

SERVICE SCHEDULE CO-LOCATION SERVICES SERVICE SCHEDULE CO-LOCATION SERVICES This is a Service Schedule as defined in the Conditions. Where the Services set out in this Service Schedule form part of the Services to be supplied under a Contract

More information

Any other capitalised terms have the meanings set out in Schedule 1.

Any other capitalised terms have the meanings set out in Schedule 1. 1. SERVICE DESCRIPTION The Interoute Co-location Service will comprise of the installation and support services associated with the provision of co-location facilities at Interoute Premises. 2. DEFINITIONS

More information

GLASFASERNETZ DATACENTER RHEIN-NECKAR RHEIN-NECKAR-CLOUD MULTIMEDIA SERVICE DESCRIPTION RHEIN-NECKAR

GLASFASERNETZ DATACENTER RHEIN-NECKAR RHEIN-NECKAR-CLOUD MULTIMEDIA SERVICE DESCRIPTION RHEIN-NECKAR RACK COLOCATION DATACENTER RHEIN-NECKAR This document provides the service description pertaining to the Rack Colocation DATACENTER Rhein-Neckar, a product of, hereinafter, called the Company. In addition

More information

Point of Demarcation shall mean the physical point at which the Provider Network ends and the private network of the Customer begins.

Point of Demarcation shall mean the physical point at which the Provider Network ends and the private network of the Customer begins. SERVICE LEVELS AGREEMENT This Service Level Agreement ( SLA ) applies to the network connectivity services ( Network ), power ( Infrastructure ) and Cloud Services ( Cloud ) provided by VPLS Inc. (herein

More information

Dedicated Server Service Level Agreement

Dedicated Server Service Level Agreement Dedicated Server Service Level Agreement TERMS & CONDITIONS www.tagadab.com INTRODUCTION This Service Level Agreement (SLA) is provided as a supplement to: i. The Order Form ii. The Tagadab Business Terms

More information

COLOCATION SERVICE SCHEDULE

COLOCATION SERVICE SCHEDULE COLOCATION SERVICE SCHEDULE 1. DEFINITIONS AND INTERPRETATION 1.1 Definitions Capitalised terms in this Service Schedule not otherwise defined here have the meaning given in the Master Services Agreement:

More information

COLOCATION SERVICE SCHEDULE

COLOCATION SERVICE SCHEDULE COLOCATION SERVICE SCHEDULE 1. DEFINITIONS AND INTERPRETATION 1.1 Definitions Capitalised terms in this Service Schedule not otherwise defined here have the meaning given in the Standard Terms and Conditions:

More information

ADDENDUM TO MASTER SERVICE AGREEMENT

ADDENDUM TO MASTER SERVICE AGREEMENT ADDENDUM TO MASTER SERVICE AGREEMENT This Addendum ( Addendum ) is entered into by and between LEVEL 3 COMMUNICATIONS, LLC ( Level 3 ) and CITY OF LEESBURG ( Customer ) and will become effective upon full

More information

Service Description for the Webhosting / HomepageTool Tool

Service Description for the Webhosting / HomepageTool Tool Service Description for the Webhosting / HomepageTool Tool 1 Area of application The «Webhosting/Homepagetool Service Description» («Service Description») of Swisscom (Switzerland) AG («Swisscom») applies

More information

MAILGUARD, WEBGUARD AND EMAIL ARCHIVING SERVICE SCHEDULE

MAILGUARD, WEBGUARD AND EMAIL ARCHIVING SERVICE SCHEDULE MAILGUARD, WEBGUARD AND EMAIL ARCHIVING SERVICE SCHEDULE 1. APPLICABILITY This Service Schedule is applicable only to the COF for the purchase of Mail Guard, Web Guard and Mail Archiving Services, to the

More information

By using the Cloud Service, Customer agrees to be bound by this Agreement. If you do not agree to this Agreement, do not use the Cloud Service.

By using the Cloud Service, Customer agrees to be bound by this Agreement. If you do not agree to this Agreement, do not use the Cloud Service. 1/9 CLOUD SERVICE AGREEMENT (hereinafter Agreement ) 1. THIS AGREEMENT This Cloud Service Agreement ("Agreement") is a binding legal document between Deveo and you, which explains your rights and obligations

More information

Data Center Services

Data Center Services Appendix 3 Service Description (SD) Data Center Services Document no. Document name I-B-VG-005 Anhang3_DatacenterSD.doc Version/Date Version 1.3, October 20, 2011 Classification Written by PUBLIC Roman

More information

User s Policy for National Data Center Bangladesh Computer Council

User s Policy for National Data Center Bangladesh Computer Council Page1 User s Policy for National Data Center Bangladesh Computer Council SECTION I PREAMBLE A data center (or datacenter) is a facility used to house computer systems and associated components, such as

More information

Housing Service Specific Terms and Conditions

Housing Service Specific Terms and Conditions Housing Service Specific Terms and Conditions These Specific Terms and Conditions and ROOT General Terms and Conditions shall be interpreted and applied together as a single instrument (the Agreement ).

More information

schedule 2f additional terms for internet services

schedule 2f additional terms for internet services 1. SERVICE DESCRIPTION Interoute Internet Services comprises of the provision and supply of connectivity to the Internet via the Interoute IP Network. 2. DEFINITIONS ADSL refers to Asymmetric Digital Subscriber

More information

General Terms and Conditions of myloc managed IT AG

General Terms and Conditions of myloc managed IT AG General Terms and Conditions of myloc managed IT AG 1 Scope The following General Terms and Conditions(AGB) govern the contractual relationship between myloc managed IT AG, Am Gatherhof 44, 40472 Düsseldorf

More information

Service Level Agreement (SLA)

Service Level Agreement (SLA) 1. Introduction This Service Level Agreement formalises Nextgen Networks commitment to our customers and outlines our operational policies and practices that define the customer experience. Nextgen is

More information

California Dept. of Technology AT&T CALNET 3. Service Level Agreements (SLA) 7.3 Network Based Managed Security

California Dept. of Technology AT&T CALNET 3. Service Level Agreements (SLA) 7.3 Network Based Managed Security California Dept. of Technology AT&T CALNET 3 Level Agreements (SLA) Subcategory 7.3 Network Based Managed Security Page 1 Trouble Ticket Stop Clock Conditions The following conditions shall be allowed

More information

Ykoon B.V. Kruisstraat 2 2312 BH Leiden P +31 (0) 71 513 58 58 F +31 (0) 71 513 58 56 http://www.ykoon.nl

Ykoon B.V. Kruisstraat 2 2312 BH Leiden P +31 (0) 71 513 58 58 F +31 (0) 71 513 58 56 http://www.ykoon.nl Ykoon Co-location Service Level Agreement... - 1 - ART 1. SUBJECT AND SCOPE...- 2 - ART 2. SERVICE LEVELS...- 2 - ART 3. NOTIFICATION AND LOGGING OF FAILURES...- 3 - ART 4. RESPONSE TIMES...- 4 - ART 5.

More information

MSA AGREEMENT ANNEXURE C SERVICE LEVEL AGREEMENT

MSA AGREEMENT ANNEXURE C SERVICE LEVEL AGREEMENT MSA AGREEMENT ANNEXURE C SERVICE LEVEL AGREEMENT Page 1 of 12 DOCUMENT INDEX DEFINITIONS INTRODUCTION Overview Purpose & Objectives Duration & Validity Scope SERVICES AND SERVICE LEVEL DEFINITION Commitment

More information

Dell Advanced Network Monitoring Services Service Description

Dell Advanced Network Monitoring Services Service Description Dell Service Description 1. INTRODUCTION TO YOUR SERVICE AGREEMENT Advanced Network Monitoring: Network outages or network performance problems can cause significant economic impacts to your day to day

More information

CA DEPT OF TECHNOLOGY NWN CALNET 3

CA DEPT OF TECHNOLOGY NWN CALNET 3 CA DEPT OF TECHNOLOGY NWN CALNET 3 SERVICE LEVEL AGREEMENTS (SLA) Subcategory 6.1 Hosted IVR / ACD Amendment 1 Abstract The information contained within this document pertains to the Service Level Commitments

More information

Service Level Agreement Dedicated Internet Access

Service Level Agreement Dedicated Internet Access Service Level Agreement Dedicated Internet Access These are the terms and conditions for Finger Lakes Technologies Group s Dedicated Internet Services (the Service ) connection. SERVICE DESCRIPTION Service

More information

TERMS AND CONDITIONS OF SOFTWARE MAINTENANCE

TERMS AND CONDITIONS OF SOFTWARE MAINTENANCE TERMS AND CONDITIONS OF SOFTWARE MAINTENANCE Clause 1 Scope These Terms and Conditions define the terms and conditions and content of the maintenance services provided by Vector France SAS (hereinafter

More information

SharePoint Hosting. AGREEMENT on SharePoint Hosting use

SharePoint Hosting. AGREEMENT on SharePoint Hosting use SharePoint Hosting AGREEMENT on SharePoint Hosting use Subject and Definitions The Subject of this Agreement is hosting of SharePoint hosting system (hereinafter: the Agreement ) which allows the use of

More information

ADDITIONAL TERMS FOR VIRTUAL VOICE NETWORK SERVICES SCHEDULE 2L

ADDITIONAL TERMS FOR VIRTUAL VOICE NETWORK SERVICES SCHEDULE 2L ADDITIONAL TERMS FOR VIRTUAL VOICE NETWORK SERVICES SCHEDULE 2L CONTENTS 1 Service Description... 3 2 Definitions... 3 3 Virtual Voice Network terms... 4 4 CHARGES... 4 4.1 Charges payable by the... 4

More information

BT Compute - BT Customer Premises Managed Hosting Service Annex

BT Compute - BT Customer Premises Managed Hosting Service Annex 1 Definitions The following definitions apply, in addition to those in the General Terms and Conditions and the BT Compute Service Schedule. Customer Application Monitoring and Management means the service

More information

SERVICE SCHEDULE FOR ETHERNET PASS-THROUGH SERVICES

SERVICE SCHEDULE FOR ETHERNET PASS-THROUGH SERVICES SERVICE SCHEDULE FOR ETHERNET PASS-THROUGH SERVICES The following terms are additional to those in the applicable Master Reseller Agreement (the Agreement ) between UK Broadband (the Supplier ) and PCCW

More information

CUSTOMER SERVICE SLA. Support, Product & Services. Support, Product & Services Page 1

CUSTOMER SERVICE SLA. Support, Product & Services. Support, Product & Services Page 1 Support, Product & Services Support, Product & Services Page 1 Copyright Notice 2015 Copyright SIMBERRY JSC. All rights reserved. The service and its related documentation are protected by copyright and

More information

COLOCATION SERVICE SCHEDULE

COLOCATION SERVICE SCHEDULE COLOCATION SERVICE SCHEDULE 1. Definitions and Interpretations 1.1 Definitions Capitalised terms in this Service Schedule not otherwise defined here have the meaning given in the Vocus Standard Terms and

More information

MPA Hosting Service Level Agreement

MPA Hosting Service Level Agreement MPA Hosting Service Level Agreement 1. Coverage and Terminology This Service Level Agreement ("SLA") covers performance guarantees for our network and server hardware, and is made between MPA Computers,

More information

Internet Dedicated - Managed Service Service Level Agreement ( SLA )

Internet Dedicated - Managed Service Service Level Agreement ( SLA ) Internet Dedicated - Managed Service Service Level Agreement ( SLA ) 1. Overview This Internet Dedicated - Managed Service SLA is in addition to any SLAs offered for Verizon Internet Dedicated access and

More information

ADDITIONAL TERMS FOR HOSTED EXCHANGE SERVICES SCHEDULE 2Z

ADDITIONAL TERMS FOR HOSTED EXCHANGE SERVICES SCHEDULE 2Z ADDITIONAL TERMS FOR HOSTED EXCHANGE SERVICES SCHEDULE 2Z CONTENTS 1 Service Description... 3 2 Definitions... 3 3 Service Terms... 4 3.1 Scope of Hosted Exchange Services... 4 3.2 Data centre locations...

More information

CLOUD SERVICES SERVICE LEVEL AGREEMENT. Cloud Services

CLOUD SERVICES SERVICE LEVEL AGREEMENT. Cloud Services Article 1: Definitions CLOUD SERVICES SERVICE LEVEL AGREEMENT Support for all Customers on all Problems with the exception of 1 st line Help desk those which initial investigation shows are directly related

More information

Service Level Agreements Subcategory 1.5 Toll Free Calling

Service Level Agreements Subcategory 1.5 Toll Free Calling Service Level Agreements TROUBLE TICKET STOP CLOCK CONDITIONS Only the following conditions will be allowed to stop the trouble ticket Outage Duration for CALNET 3 Contractor trouble tickets. The Contractor

More information

Shared Hosting Service Agreement. 1.0 Terminology. 3.0 Service Options. 2.0 Service Description. 4.0 Service Delivery

Shared Hosting Service Agreement. 1.0 Terminology. 3.0 Service Options. 2.0 Service Description. 4.0 Service Delivery This Shared Hosting Service Agreement ( Service Agreement ) sets forth the specific terms and conditions under which LightEdge Solutions, Inc. ( LightEdge ) shall supply certain Services to Customer. The

More information

Customer Service Guarantee PROVISION REPAIR SERVICE CLAIM

Customer Service Guarantee PROVISION REPAIR SERVICE CLAIM Customer Service Guarantee PROVISION REPAIR SERVICE CLAIM Commitment eircom will provide service within 10 "Working Days"* from the date the order is received by the company where the order is deeded "Standard

More information

FPUAnet Communications Dark Fiber Link (DFL) Service Agreement For Government Agencies

FPUAnet Communications Dark Fiber Link (DFL) Service Agreement For Government Agencies FPUAnet Communications Dark Fiber Link (DFL) Service Agreement For Government Agencies 1. GENERAL (A) Introduction FPUAnet Communications services are provided by the FPUAnet Communications division of

More information

General Terms and Conditions (GTC)

General Terms and Conditions (GTC) General Terms and Conditions (GTC) General Terms and conditions of the Internet portal swissbiotech.org, valid from 01.11.2011 Table of contents 1 Contracting parties... 1 2 Registration and use of services...

More information

MANAGED PBX SERVICE SCHEDULE

MANAGED PBX SERVICE SCHEDULE MANAGED PBX SERVICE SCHEDULE 1. APPLICABILITY This Service Schedule is applicable only to the COF for the purchase of Managed PBX Services which has been signed by the Customer and Neotel. 2. DEFINITIONS

More information

Verizon Unified Communications and Collaboration as a Service Service Level Agreement ( SLA )

Verizon Unified Communications and Collaboration as a Service Service Level Agreement ( SLA ) Verizon Unified Communications and Collaboration as a Service Service Level Agreement ( SLA ) 1. Overview. This SLA provides performance metrics and provisions for Unified Communications and Collaboration

More information

THE BUDAPEST STOCK EXCHANGE LTD.

THE BUDAPEST STOCK EXCHANGE LTD. THE BUDAPEST STOCK EXCHANGE LTD. REGULATIONS ON THE TECHNICAL CONNECTION TO THE BETA MARKET TRADING SYSTEMS Reference no. of CEO resolution(s) Effective date: to go into effect: 1/BÉTa/2011 (2011. november

More information

MTN MPLS-VPN Service. Description of Service

MTN MPLS-VPN Service. Description of Service MTN MPLS-VPN Service Description of Service 1. Description of Service a. MTN MPLS-VPN Service ("Service") is a wide area data networking service providing any to any connectivity to transport Customer

More information

MAILGUARD, WEBGUARD AND ARCHIVING SERVICE SCHEDULE

MAILGUARD, WEBGUARD AND  ARCHIVING SERVICE SCHEDULE MAILGUARD, WEBGUARD AND EMAIL ARCHIVING SERVICE SCHEDULE 1. APPLICABILITY This Service Schedule is applicable only to the COF for the purchase of Mail Guard, Web Guard and Mail Archiving Services, to the

More information

CARESERV TECHNOLOGIES, LLC SERVICE AGREEMENT COLOCATION SERVICES SCHEDULE. Version 2014.1 (01.01.2014)

CARESERV TECHNOLOGIES, LLC SERVICE AGREEMENT COLOCATION SERVICES SCHEDULE. Version 2014.1 (01.01.2014) CARESERV TECHNOLOGIES, LLC SERVICE AGREEMENT COLOCATION SERVICES SCHEDULE Version 2014.1 (01.01.2014) This Schedule, together with any Order referencing this Schedule or pursuant to which the services

More information

VoIP SERVICES ADDITIONAL TERMS AND CONDITIONS OF SERVICE

VoIP SERVICES ADDITIONAL TERMS AND CONDITIONS OF SERVICE VoIP SERVICES ADDITIONAL TERMS AND CONDITIONS OF SERVICE These VoIP Services Additional Terms and Conditions of Service (these VoIP Terms of Service ) state important requirements regarding the use of

More information

THE BUDAPEST STOCK EXCHANGE LTD. REGULATIONS ON THE USE OF REMOTE TRADING

THE BUDAPEST STOCK EXCHANGE LTD. REGULATIONS ON THE USE OF REMOTE TRADING THE BUDAPEST STOCK EXCHANGE LTD. REGULATIONS ON THE USE OF REMOTE TRADING Date and reference no. of approval/modification resolutions by the Board of Directors: Date and reference no. of approval by Supervisory

More information

1.1.1. Interoute Application Management comprises the following managed services for application and database software:

1.1.1. Interoute Application Management comprises the following managed services for application and database software: 1. SERVICE DESCRIPTION 1.1. Scope of Interoute Application Management Services 1.1.1. Interoute Application Management comprises the following managed services for application and database software: a)

More information

USE OF SERVICES IN CONNECTION WITH USE OF SOFTWARE Books and Standard ERP software

USE OF SERVICES IN CONNECTION WITH USE OF SOFTWARE Books and Standard ERP software USE OF SERVICES IN CONNECTION WITH USE OF SOFTWARE Books and Standard ERP software Special conditions of hosting services valid since 1 April 2016 1) The Hosting Service is a paid Service that defines

More information

Service Conditions. Service Conditions

Service Conditions. Service Conditions Service Conditions These Service Conditions shall apply in addition to SKIDATA s General Conditions. In case of any conflict between these Service Conditions and the General Conditions, these Service Conditions

More information

Kinetic Internet Limited

Kinetic Internet Limited Kinetic Internet Limited Company No: 4470080 ADDENDUM Dedicated Server Terms and Conditions KINETIC INTERNET is an International Communications company that provides Dedicated Server services. The customer

More information

Colocation Services Specific Terms and Conditions

Colocation Services Specific Terms and Conditions Colocation Services Specific Terms and Conditions These Specific Terms and Conditions and DCLUX General Terms and Conditions shall be interpreted and applied together as a single instrument (the Agreement

More information

E2 CRM Hosting. Agreement for using Microsoft Dynamics CRM SERVICES

E2 CRM Hosting. Agreement for using Microsoft Dynamics CRM SERVICES E2 CRM Hosting Agreement for using Microsoft Dynamics CRM SERVICES Subject and terms Subject of the Agreement is hosting Microsoft Dynamics CRM system (hereinafter "Agreement") which allows the use of

More information

excommerce Online Systems as a service

excommerce Online Systems as a service excommerce Online Systems as a service Service plan This service plan is designed for users who wish to have support services for their dotnetnuke and/or catalook and/or XLink integration. excommerce is

More information

Service Level Agreements Category 7 Network Based Managed Security

Service Level Agreements Category 7 Network Based Managed Security Service Level Agreements TROUBLE TICKET STO CLOCK CONDITIONS The following conditions shall be allowed to stop the trouble ticket Outage Duration for CALNET 3 Contractor trouble tickets. The Contractor

More information

VoIP SERVICES SERVICE LEVEL AGREEMENT

VoIP SERVICES SERVICE LEVEL AGREEMENT VoIP Services, including SIP Trunking, Hosted PBX, SIP primary rate interface services, Hosted Voice, Virtual Auto Attendant, Virtual Voicemail and other Voice over Internet Protocol (VoIP) services will

More information

Plantview can work in the following modes:

Plantview can work in the following modes: License and Terms of Service THIS LICENSE AND TERMS OF SERVICE CONSTITUTE AN AGREEMENT BETWEEN YOU ( YOU ) AND VIIN GMBH ( VIIN ), WHICH IS THE OWNER AND OPERATOR OF THE PLANTVIEW APPLICATION AND THE ASSOCIATED

More information

SERVICE LEVEL AGREEMENT (SLA)

SERVICE LEVEL AGREEMENT (SLA) SERVICE LEVEL AGREEMENT (SLA) This agreement covers the provision and support of the Managed Networking Services and details the service targets and obligations set and maintained by One...Solutions. Further,

More information

Description of the premises in the lease Permitted Uses Maintenance and Repair Restoration Indemnification and Insurance Port Tariff applicable to

Description of the premises in the lease Permitted Uses Maintenance and Repair Restoration Indemnification and Insurance Port Tariff applicable to Heather McCloskey Deputy City Attorney Port of Los Angeles Description of the premises in the lease Permitted Uses Maintenance and Repair Restoration Indemnification and Insurance Port Tariff applicable

More information

ADDENDUM. Dedicated Servers v3.0

ADDENDUM. Dedicated Servers v3.0 ADDENDUM Dedicated Servers v3.0 ICUK is an International Communications company that provides Dedicated Server services to Resellers and Customers, and the said party wishes to obtain those services from

More information

DATAMENA COLOCATION SERVICE SCHEDULE

DATAMENA COLOCATION SERVICE SCHEDULE DATAMENA COLOCATION SERVICE SCHEDULE This Schedule is applicable to a Service Order for datamena Colocation Service(s) which has been submitted by Customer, and accepted by Supplier, in accordance with

More information

Time Warner Cable Business Class Ethernet and Dedicated Internet Access Service Level Agreement

Time Warner Cable Business Class Ethernet and Dedicated Internet Access Service Level Agreement Time Warner Cable Business Class Ethernet and Dedicated Internet Access Service Level Agreement This document outlines the Service Level Agreement ( SLA ) for the Ethernet and Dedicated Internet Access

More information

Managed IP PBX Service Level Agreement

Managed IP PBX Service Level Agreement Managed IP PBX Service Level Agreement Effective March 15, 2006 1. Overview Managed IP PBX offers certain service level agreements and objectives as shown below. Capitalized terms that are not defined

More information

This Service Level Agreement (hereinafter referred to as the SLA ) is an agreement entered into between:

This Service Level Agreement (hereinafter referred to as the SLA ) is an agreement entered into between: 1. Parties This Service Level Agreement (hereinafter referred to as the SLA ) is an agreement entered into between: XL Internet Services BV, Delftsestraat 5b, NL-3013 AB Rotterdam, the Netherlands, registered

More information

Service Agreement Telenet Dynamic Cloud

Service Agreement Telenet Dynamic Cloud Service Agreement Telenet Dynamic Cloud Between Customer details Company name Street Number Box Postal code Locality Country VAT RLP locality Hereinafter referred to as the Customer and Telenet details

More information

Rules of Conduct and Safety

Rules of Conduct and Safety Rules of Conduct and Safety ETISALAT DATA CENTER RULES - V2.4 Contents Definitions... 2 Introduction... 3 Safety Instructions... 3 Upon entering the Data Center... 3 Privacy Notice / Camera Surveillance...

More information

openqrm Enterprise Server and Client Licenses Agreement

openqrm Enterprise Server and Client Licenses Agreement openqrm Enterprise Server and Client Licenses Agreement (1) This openqrm Enterprise Server and Client License Agreement ( Agreement ) is by and between openqrm Enterprise GmbH, Berrenrather Strasse 188c,

More information

Sure Managed Networks Essential Level Support Service Terms & Conditions

Sure Managed Networks Essential Level Support Service Terms & Conditions Essential Level Support Service Description Sure s Support Service combines traditional maintenance and technical support services to support your Customer Premises Equipment. It enables enhanced service

More information

ONESECURE MANAGED SECURITY SERVICES ADDENDUM AND SERVICE LEVEL AGREEMENT

ONESECURE MANAGED SECURITY SERVICES ADDENDUM AND SERVICE LEVEL AGREEMENT ONESECURE MANAGED SECURITY SERVICES ADDENDUM AND SERVICE LEVEL AGREEMENT This addendum (the Addendum ), dated this day of 20, amends the Telecommunications Account Agreement (the TAA ), dated,20 entered

More information

Error! U nkno wn do cu ment prop ert y name. DOC Report. SIX Repo AG. Terms of Use for the Trading Platform of SIX Repo AG

Error! U nkno wn do cu ment prop ert y name. DOC Report. SIX Repo AG. Terms of Use for the Trading Platform of SIX Repo AG Error! U nkno wn do cu ment prop ert y name. DOC Report SIX Repo AG Terms of Use for the Trading Platform of SIX Repo AG 1 Purpose 1 The Terms of Use contain provisions on the use of the trading platform

More information

DEDICATED SYSTEM HOSTING AGREEMENT BETWEEN RAPIDHOST LIMITED AND <COMPANY NAME>

DEDICATED SYSTEM HOSTING AGREEMENT BETWEEN RAPIDHOST LIMITED AND <COMPANY NAME> DEDICATED SYSTEM HOSTING AGREEMENT BETWEEN RAPIDHOST LIMITED AND Dedicated System Hosting Agreement THIS AGREEMENT is dated and is made between (1) RapidHost being RapidHost Ltd.

More information

means the charges applied by Ancar B Technologies Limited which recur annually;

means the charges applied by Ancar B Technologies Limited which recur annually; This Service Schedule is supplemental to the Master Service Agreement Net-L1-3. CONTENTS Schedule 1 - DEFINITIONS... 1 Schedule 2 - MANAGED INTERNET ACCESS SERVICE PRODUCT INFORMATION... 3 1 MANAGED INTERNET

More information

Colocation Center Policies & Procedures

Colocation Center Policies & Procedures Integra Integra Telecom, Inc. has adopted the following Policies and Procedures related to our Colocation Services and use of our Colocation Centers. The Policies and Procedures are subject to change as

More information

Service Agreement - Dynamic Cloudv4

Service Agreement - Dynamic Cloudv4 Service Agreement - Dynamic Cloudv4 Service Agreement Dynamic Cloudv4 Between Customer details Company name Street Number Box Postal code Locatlity Country VAT RLP locality Hereinafter referred to as the

More information

SLA, Terms & Conditions Website

SLA, Terms & Conditions Website Subject / SLA, Terms & Conditions Website 1. DEFINITION OF TERMS Design Limited (AJA Design),,,,. trading as AJA Design having its principal place of business at,,,.. The Client - the entity which enters

More information

Service Description for the Webhosting/HomepageTool

Service Description for the Webhosting/HomepageTool Service Description for the Webhosting/HomepageTool 1 Area of application The «Webhosting/Homepagetool Service Description» («Service Description») of Swisscom (Switzerland) AG («Swisscom») applies in

More information

EASYNET CHANNEL PARTNERS LIMITED PARTNER MASTER SERVICES AGREEMENT MANAGED IP VPN MPLS PRODUCT TERMS

EASYNET CHANNEL PARTNERS LIMITED PARTNER MASTER SERVICES AGREEMENT MANAGED IP VPN MPLS PRODUCT TERMS EASYNET CHANNEL PARTNERS LIMITED PARTNER MASTER SERVICES AGREEMENT MANAGED IP VPN MPLS PRODUCT TERMS Registered Office at: St James House Oldbury Bracknell RG12 8TH Company No: 03676297 BMI MSA 20150402

More information

Service Description & Service Level Agreement (SLA) Server Cloud Products

Service Description & Service Level Agreement (SLA) Server Cloud Products Service Description & Service Level Agreement (SLA) Server Cloud Products Document No. 2.0 Version/Date Version 9.0, September 1, 2015 Classification Created by Public Product Management Released on September

More information

Exhibit E - Support & Service Definitions. v1.11 / 2015-07-03

Exhibit E - Support & Service Definitions. v1.11 / 2015-07-03 Exhibit E - Support & Service Definitions v1.11 / 2015-07-03 Introduction - Support Services Table of Contents 1 Introduction... 4 2 General Definitions... 5 2.1 Support Services... 5 2.2 2.3 License or

More information

Enterprise UNIX Services - Systems Support - Extended

Enterprise UNIX Services - Systems Support - Extended 1 General Overview This is a Service Level Agreement ( SLA ) between and Enterprise UNIX Services to document: The technology services Enterprise UNIX Services provides to the customer. The targets for

More information

ITOPIA SERVICE LEVEL AGREEMENT

ITOPIA SERVICE LEVEL AGREEMENT ITOPIA SERVICE LEVEL AGREEMENT This Service Level Agreement ( SLA ) describes and summarizes the service level guidelines for Itopia s network services and hosted applications ( Services ). This SLA applies

More information

Virtual Private Server Services Specific Terms and Conditions

Virtual Private Server Services Specific Terms and Conditions Virtual Private Server Services Specific Terms and Conditions These Specific Terms and Conditions and ROOT General Terms and Conditions shall be interpreted and applied together as a single instrument

More information

Service Level Agreements Subcategory 6.1 Hosted IVR/ACD

Service Level Agreements Subcategory 6.1 Hosted IVR/ACD Service Level Agreements TROUBLE TICKET STOP CLOCK CONDITIONS The following conditions shall be allowed to stop the trouble ticket Outage Duration for CALNET 3 Contractor trouble tickets. The Contractor

More information

AXIS12 DRUPAL IN A BOX ON THE CLOUD

AXIS12 DRUPAL IN A BOX ON THE CLOUD SERVICE LEVEL AGREEMENT AXIS12 DRUPAL IN A BOX ON THE CLOUD version 1.0 Page 1 of 6 This Axis12 Drupal in a box on the cloud Service Level Agreement ( SLA ) is a policy governing the use of the Axis12

More information

Schedule 2Z Virtual Servers, Firewalls and Load Balancers

Schedule 2Z Virtual Servers, Firewalls and Load Balancers Schedule 2Z Virtual Servers, Firewalls and Load Balancers Definitions Additional Charges means the charges payable in accordance with this schedule. Customer Contact Centre means Interoute s Incident management

More information

Please read through these Terms and Conditions carefully, these Terms and Conditions apply to all services with us, unless otherwise stated.

Please read through these Terms and Conditions carefully, these Terms and Conditions apply to all services with us, unless otherwise stated. Terms and Conditions Last Updated 01/07/2014 Please read through these Terms and Conditions carefully, these Terms and Conditions apply to all services with us, unless otherwise stated. is a registered

More information

Standard business terms

Standard business terms Standard business terms Cybertec Schönig & Schönig GmbH Gröhrmühlgasse 26 2700 Wiener Neustadt (Named Cybertec resp. contractor below) Edition 2014-01 1. General remarks 1.1 As contractor Cybertec provides

More information

LEASED LINE DEFINITIONS

LEASED LINE DEFINITIONS PLEASE NOTE: These product or service specific terms and conditions must always be read together with our General Terms and Conditions, which will always apply to your use of this product or service. LEASED

More information

Software Citrix CSP Service Agreement. 1.0 Terminology. 3.0 Service Options. 4.0 Service Delivery. 2.0 Service Description

Software Citrix CSP Service Agreement. 1.0 Terminology. 3.0 Service Options. 4.0 Service Delivery. 2.0 Service Description This Software Citrix CSP Service Agreement ( Service Agreement ) sets forth the specific terms and conditions under which LightEdge Solutions, Inc. ( LightEdge ) shall supply certain Services to Customer.

More information

at&t Does Not Meet Requirement

at&t Does Not Meet Requirement at&t Authorized Users are advised to reference the various contract holders for the types of services desired. Below is a guide for specific levels of service by various contracts holders. Multiple awards

More information

Colocation Service Definition. SD008 v1.3 Issue Date 19 Feb 09

Colocation Service Definition. SD008 v1.3 Issue Date 19 Feb 09 Colocation Service Definition SD008 v1.3 Issue Date 19 Feb 09 Colocation Service Definition Service Overview InTechnology offers secure data centre environments for your business critical systems, applications

More information

Improving. Summary. gathered from. research, and. Burnout of. Whitepaper

Improving. Summary. gathered from. research, and. Burnout of. Whitepaper Whitepaper Improving Productivity and Uptime with a Tier 1 NOC Summary This paper s in depth analysis of IT support activities shows the value of segmenting and delegatingg activities based on skill level

More information

Cloud Management Service Agreement. 1.0 Terminology. 2.0 Service Description

Cloud Management Service Agreement. 1.0 Terminology. 2.0 Service Description This Cloud Management Service Agreement ( Service Agreement ) sets forth the specific terms and conditions under which LightEdge Solutions, Inc. ( LightEdge ) shall supply certain Services to Customer.

More information

SERVICE SCHEDULE FOR MANAGED VIDEO CONFERENCING SERVICES. Article 1 - Definitions

SERVICE SCHEDULE FOR MANAGED VIDEO CONFERENCING SERVICES. Article 1 - Definitions SERVICE SCHEDULE FOR MANAGED VIDEO CONFERENCING SERVICES This Service Schedule dated is subject to, and made a part of, that Master Services Agreement dated (the MSA ) between Glowpoint, Inc. ( Glowpoint

More information

schedule 2L Additional terms for Virtual Voice Network services

schedule 2L Additional terms for Virtual Voice Network services 1. SERVICE DESCRIPTION The Interoute Virtual Voice Network (VVN) Service provides the Customer with a dedicated number of Ports leased on the Interoute Voice Soft Switching platform. 2. DEFINITIONS Additional

More information

Managed IT Services Terms & Conditions. I. Overview. Definitions

Managed IT Services Terms & Conditions. I. Overview. Definitions I. Overview Managed IT Services Terms & Conditions This Agreement states the terms and conditions by which Azul Services (heretofore known as Provider ) will deliver, and Customer (heretofore known as

More information

EASYNET CHANNEL PARTNERS LIMITED PARTNER MASTER SERVICES AGREEMENT SIP TRUNKING SERVICE PRODUCT TERMS

EASYNET CHANNEL PARTNERS LIMITED PARTNER MASTER SERVICES AGREEMENT SIP TRUNKING SERVICE PRODUCT TERMS EASYNET CHANNEL PARTNERS LIMITED PARTNER MASTER SERVICES AGREEMENT SIP TRUNKING SERVICE PRODUCT TERMS Registered Office at: St James House Oldbury Bracknell RG12 8TH Company No: 03676297 BMI MSA 20140901

More information

Colocation Service Terms & Conditions

Colocation Service Terms & Conditions Colocation Service Terms & Conditions Issue Date: 19/10/12 Version: 1.5 Page 1 of 12 Schedule 2 Colocation Service Terms & Conditions 1. Preamble 1.1. These Colocation Service Terms & Conditions provide

More information