Introduction Hostnordic s contact details Service Desk Physical access Accessibility of Systems...

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1 INTRODUCTION The Service Level Agreement (SLA) documents the agreed service level. If individual changes to Hostnordic s standard SLA are agreed, these are described in Appendix 1 to the contract. If equipment located outside Hostnordic s data centres is included in the contract, this equipment shall also be described in Appendix 1. CONTENTS Introduction Hostnordic s contact details Service Desk Physical access Accessibility of Systems Goal for uptime Reservations Penalty Monitoring Incident Management Prioritisation of incidents Incident reaction time Change Management Requests for changes initiated by the Customer Requests for changes initiated by Hostnordic Changes to general infrastructure Patch Management Capacity Management Backup and Restore Backup frequency and retention Regeneration of files Definitions... 6 Hostnordic s Service Level Agreement December 2014 Page 1 of 7

2 1 HOSTNORDIC S CONTACT DETAILS 1.1 SERVICE DESK Hostnordic s Service Desk is the Customer s Single Point of Contact (SPOC) for inquiries concerning the operating solution: Contact Details Reaction Response time Telephone (+45) Monday-Thursday: 8:00 a.m. 5 minutes 4:30 p.m. Friday: 8:00 a.m. 3:00 p.m. service@hostnordic.com - 15 minutes Service Desk is open on weekdays during the above times. Hostnordic is closed on Christmas Eve (24 December) and New Year s Eve (31 December). Hostnordic is advised during the implementation phase of the Customer s primary contact person for operating status. Only the Customer s primary contact person and employees of the Customer authorised by the primary contact person are entitled to contact Hostnordic via the above telephone number and e- mail. The Customer s primary contact person sets up and authorises employees on Hostnordic s internet portal. The primary contact person is also responsible for removing employees from the portal if they are no longer to have access to the system. 1.2 PHYSICAL ACCESS The Customer can inspect the physical production environment in the data centre during ordinary opening times by prior agreement with Hostnordic. The Customer must be accompanied by a Hostnordic employee on admission to the data centre and the visit must be booked five (5) working days beforehand. 2 ACCESSIBILITY OF SYSTEMS 2.1 GOAL FOR UPTIME Hostnordic strives for an Uptime of 100%, but guarantees a minimum monthly Uptime of 99.5% within the system s or the service s Opening Time. The concepts Uptime and Opening Time are defined in section 8, Definitions. 2.2 RESERVATIONS The following reservations for the calculation of Uptime apply: 1. For non-redundant systems, Downtime resulting from hardware faults is not included in the calculation of Uptime. Non-redundant systems are systems based on hardware dedicated to the Customer which are not redundant. 2. Downtime attributable to the Customer s lack of response to messages on overloading of the systems as per section 6 is not included in the calculation of Uptime. 3. Downtime on systems where the operating system is in end-of-life status is not included in the calculation of Uptime. 4. If the Customer has Administrator access to the system, Downtime attributable to the Customer s actions on the system is not included in the calculation of Uptime. Time spent on restoring the Customer s system is invoiced in this case in accordance with time spent. 5. For equipment supplied by the Customer, the guaranteed Uptime requires that the equipment is covered by 24x7 hardware support with a four hour call-out time in the term of the Agreement. If Hostnordic s Service Level Agreement December 2014 Page 2 of 7

3 this is not the case, Downtime attributable to hardware faults is not included in the calculation of Uptime. 6. Downtime caused by (D)DoS attacks or Hostnordic s necessary precautions in connection therewith is not included in the calculation of Uptime. 2.3 PENALTY If the Uptime achieved is below the agreed level, a penalty is calculated for that portion which has been unavailable. Each server shall be weighted by its proportion of the total number of servers unless another weighting of servers or systems is specified in Appendix 1. The penalty shall then be calculated as one day s operating payment for each two thousandths by which the uptime supplied is below the guaranteed uptime measured over one (1) month. The penalty for a system or server may not exceed the system s or the server s share of the month s operating payment excluding software licences, backup and traffic in one month. If other weighting is not specified in Appendix 1, each server shall be weighted by its proportion of the total number of servers. 3 MONITORING Monitoring is the proactive action which ensures that faults and changes in resource requirements are registered and logged. Monitoring includes CPU, memory, hard disks and network components. For selected applications there are also application-specific metrics which are monitored. Hostnordic reserves the right to adjust the monitoring with respect to both the parameters which are monitored and the limit values which are used if the Customer s applications or setup are causing repeated faults. Any changes resulting from repeated faults will be made in dialogue with the Customer. 4 INCIDENT MANAGEMENT Hostnordic s general guidelines for the handling of incidents are described below. 4.1 PRIORITISATION OF INCIDENTS Incidents are prioritised on the basis of a full assessment of the incident s Impact and Urgency. Impact describes how badly the Customer is affected: Impact Low Medium High Description One or very few users are affected. More users are affected. Many or all users among a number of Hostnordic s customers are affected. Urgency specifies how critical a solution is for the Customer: Urgency Low Medium High Description A fast solution is not critical for the Customer s business. A fast solution is important, but not very critical for the Customer s business. A fast solution is very critical for the customer s business. Hostnordic s Service Level Agreement December 2014 Page 3 of 7

4 An Incident is prioritised as below on the basis of Impact and Urgency: Impact Low Medium High Low Urgency Medium High Hostnordic s operations manager is advised as soon as a priority 1 or 2 incident is registered. The CEO is also advised in the event of a priority 1 incident. Incidents are registered in Hostnordic s case management system either on the basis of Hostnordic s system monitoring or when Hostnordic is advised of an incident. The incident is then classified and prioritised, and debugging procedures are initiated within the applicable reaction times. If the solution of an incident requires availability of a representative of the Customer, Hostnordic may reduce the prioritisation of an incident if the Customer fails to make a representative available to the requisite extent. 4.2 INCIDENT REACTION TIME On the basis of an incident s priority, an Incident Reaction Time in allocated, within which a technician is guaranteed to commence remedial measures. Priority Within Business Hours Outside Business Hours 1 15 minutes 1 hour 2 1 hour 1 hour 3 8 hours 8 hours 4 2 work days 5 5 work days Hostnordic s Service Level Agreement December 2014 Page 4 of 7

5 5 CHANGE MANAGEMENT Requests for changes can be initiated by either the Customer or Hostnordic. Planned changes of servers or services shall be made under Hostnordic s general guidelines for Change Management, irrespective of who initiates the request for changes. 5.1 REQUESTS FOR CHANGES INITIATED BY THE CUSTOMER If the Customer wants a change to be made to servers or services operated by Hostnordic, a Request For Change (RFC) form shall be created, filled in by Hostnordic and sent to the Customer for acceptance. Hostnordic will then make a risk evaluation in the RFC and an initial assessment of when the change can be made. The change work shall not be commenced until the customer has accepted the estimated risk, the timetable for implementation and any invoicing for the work. All changes which could affect the operating stability of the solution shall be made using the Request For Change model. This includes, but is not limited to, installation of all forms of software, changes to Operating System configurations and changes to configurations of applications critical for operation. Minor changes, e.g. updating of pages on a website to which the Customer has access to perform himself, shall not be deemed to be Changes in the above sense. 5.2 REQUESTS FOR CHANGES INITIATED BY HOSTNORDIC Changes initiated by Hostnordic fall into two general categories: Changes to general infrastructure, e.g. servers, storage and network and Patch Management, i.e. updatings to Operating Systems and standard software Changes to general infrastructure Changes to general infrastructure will be performed by Hostnordic to secure the current and future stability of the systems operated. Servers and services can be partly or entirely inaccessible in service windows. Changes can be divided into three types: Planned service windows Hostnordic has the right to hold planned service windows in connection with changes, updatings and maintenance of equipment and systems on weekdays in the period 11:00 p.m. to 6:00 a.m. Hostnordic will advise the Customer s primary contact person of the planned service window via . A minimum of seven (7) days notice will be given Agreed service windows Agreed service windows will be arranged when Hostnordic and the Customer can agree on alternative days and times for performance of a request for changes. An agreed service window requires both Hostnordic s and the Customer s acceptance Emergency service window If considerations of the Customer s or the data centre s operating stability so require, Hostnordic may exceptionally perform emergency maintenance on notice of one (1) hour. Hostnordic will advise the Customer s primary contact person by in such cases Patch Management Hostnordic is responsible for performing patch management on the OS and software as specified in Appendix 1 as an element in operations. Patch Management can be divided into three types: Planned Patch Management Hostnordic performs planned patching of approved updatings to the OS and software every Thursday from 3:00 a.m. to 6:00 a.m. CET. Separate advice of these updates is not given Agreed Patch Management On prior acceptance from both Hostnordic and the Customer, alternative patch times can be agreed, e.g. if a patch is released which solves a major problem and is therefore desired as quickly as possible. Hostnordic s Service Level Agreement December 2014 Page 5 of 7

6 Emergency Patch Management If considerations of the Customer s or the data centre s operating stability or security so require, Hostnordic may perform exceptional Emergency Patch Management on notice of one (1) hour. This could, for example, be the case on issue of a security patch which closes a critical security hole in the OS or applications. Hostnordic will advise the Customer s primary contact person by in such cases. 6 CAPACITY MANAGEMENT Hostnordic monitors system resources, including CPU, memory, disk use and network traffic. If it is judged necessary to make changes in capacity, Hostnordic will advise the Customer s primary contact person by with details of the recommended change and a deadline for reaction if Hostnordic is to guarantee continued stable operation. If the deadline is less than five (5) workdays, the will be followed up by a telephone call. The Customer is responsible for reacting to this advice within the time limit specified in the . If this is not done, Hostnordic shall be entitled but not obliged to make the recommended change of resources to ensure stable operation. Added capacity will be invoiced at the same prices as specified in the Contract. 7 BACKUP AND RESTORE 7.1 BACKUP FREQUENCY AND RETENTION All servers are backed up once a day. The backup is performed in full the first time it is made, and then as incremental forever, i.e. only changes are transferred. The backup is made to another physical location where it is kept as per the chosen backup product. Backups are normally made in the period 10:00 p.m. 6:00 a.m., but they may exceptionally be initiated 24x7 if Hostnordic judges it necessary to be able to guarantee regeneration of files. 7.2 REGENERATION OF FILES If required, Hostnordic regenerates files from the backup system as agreed with the Customer. This service is invoiced as per the service catalogue. Individual files are regenerated within a maximum reaction time of four hours. 8 DEFINITIONS Hostnordic uses the following abbreviations and definitions: Change: A planned and approved event which changes a service or a system. CEO: Chief Executive Officer the general manager. CPU: Central Processing Unit the central calculating unit in a computer. (D)DoS: Abbreviation for (Distributed) Denial of Service. A (D)DoS attack is a security event, the object of which is to render one or more servers or network services inaccessible to the legitimate users. It is thus not a (D)DoS if many legitimate users of the system make it unavailable. A (D)DoS attack can usually be identified on the basis of the traffic, which clearly indicates that it is not production traffic. Downtime: The time a service or a system is inaccessible within the Opening Time. Hostnordic s Service Level Agreement December 2014 Page 6 of 7

7 Uptime: Specifies the percentage relationship between the time the service or system has been accessible in the Opening Time relative to the Opening Time, and is calculated per calendar month: Uptime % = Opening Time Downtime Opening Time 100% OS: Operating System a computer s operating system. Patch: A software update for e.g. an operating system, an application or a firmware. A Patch normally fixes an error or a security hole in the software. Service Window: An agreed time where changes, patches etc. can be implemented with minimal disturbance to the systems. Opening Time: The time for which it is agreed that a service or a system will be accessible, minus Service Windows. Hostnordic s Service Level Agreement December 2014 Page 7 of 7

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