VDC SLA Annex Additional Terms for Virtual Data Centre - SLAs

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1 CONTENTS 1 Introduction Infrastructure Service Level Objectives Availability Calculation: Compute Platform Availability Service Level Availability Objectives Service Unavailability Calculation of Service Credits EBS Storage Platform Availability Service Level Availability Objectives Service Unavailability Calculation of Service Credits Snapshot Recovery Service Level Recovery Time Objective Recovery Time Failure Calculation of Service Credits VDC Managed Service Limits of Service Credits Response Time Service Level Response Time Objectives Response Time Failure Calculation of Service Credits Service Compliance Level Service Compliance Objectives SLO Failure Calculation of Service Credits Backup Service Level Backup Objective Recovery Time Failure Calculation of Service Credits Recovery Service Level Recovery Time Objective Recovery Time Failure Calculation of Service Credits... 6 Appendix A - Example Service credit calculations

2 1 INTRODUCTION This Service Level Agreement for VDC Services ( SLA ) is made by in connection with, and is a part of, the Agreement. This SLA applies to the following VDC Component Services as listed in the Rate Card: a. Compute platform; b. EBS storage platform; c. VDC Managed 2 INFRASTRUCTURE SERVICE LEVEL OBJECTIVES 2.1 Availability Calculation: uses the following formula to calculate monthly Availability: Availability in % = (Minutes in Monthly Review Period Service Unavailability) Minutes in Monthly Review Period For the purpose of Availability measurement, Service Unavailability excludes any Planned Outage. 3 COMPUTE PLATFORM 3.1 Availability Service Level Availability Objectives Service Availability SLO Compute platform Availability 99.99% Service Unavailability The compute platform Component Service is considered to be Unavailable where bi-directional network traffic over supported protocols such as UDP and TCP cannot be established between Virtual Machines operating on the compute platform in two Zones and network IP addresses outside of those Zones Calculation of Service Credits Service Credits are calculated for the Monthly Review Period according to the following calculation. Service Credit = affected Service Resource quantity number of hours outage (full or part) 300% Where the Service Level falls below the SLO target, Service Credits will be offered in the form of Service Resources for the affected VDC Component Service and credited for future use without incurring charges for the credited amount. 2

3 4 EBS STORAGE PLATFORM 4.1 Availability Service Level Availability Objectives Service Availability SLO EBS storage 99.99% EBS Protected Storage 99.99% EBS Mirrored Storage 99.99% Service Unavailability The EBS Storage Component Service is considered to be Unavailable where Data cannot be read from or written to the EBS storage platform by Virtual Machines in two Zones Calculation of Service Credits Service Credits are calculated for the Monthly Review Period according to the following calculation. Service Credit = affected Service Resource quantity number of hours outage (full or part) 300% Where the Service Level falls below the SLO target, Service Credits will be offered in the form of Service Resources for the affected VDC Component Service and credited for future use without incurring charges for the credited amount. 4.2 Snapshot Recovery Service Level Recovery Time Objective In the event that a service needs an emergency recovery of a snapshot, the service will have the following Recovery Time Objective. EBS Snapshots EBS Storage EBS Protected Storage EBS Mirrored Storage Recovery Time SLO Not applicable/none 4 hours 4 hours Recovery Time Failure The Recovery Time Objective is considered breached where fails to restore a retained snapshot within the SLO Calculation of Service Credits Service Credits are calculated on a monthly basis. In the event that fails to achieve the SLO, will credit the Charges for the equivalent Utility EBS Protected or EBS Mirrored storage volume associated with the failed SLO for the Monthly Review Period. Where the Service Level falls below the SLO target, Service Credits will be offered in the form of Service Resources for the affected VDC Component Service and credited for future use without incurring charges for the credited amount. 3

4 5 VDC MANAGED SERVICE 5.1 Limits of Service Credits Service Credits for managed services are limited to 50% of the monthly Charges for the VDC Managed Service. 5.2 Response Time Service Level shall respond to all Tickets in accordance with the response times specified in the table set out below: Response Time Objectives Priority Priority 1 (Critical) Priority 2 (Major) Priority 3 (Minor) Priority 4 (Requests) Response Time SLO 1 hour 2 hours 4 hours 2 Working Days Response Time Failure The Response Time Objective is considered breached where the Contact Centre has not contacted the or taken action against an Incident within the SLO Calculation of Service Credits Service Credits are calculated on a monthly basis. In the event that fails to achieve the SLO, will credit a percentage of the Charges for the equivalent VDC Managed rate (as specified on the Order) for a single VM associated with the failed SLO for the Monthly Review Period: Priority Credits Priority 1 (Critical) 70% Priority 2 (Major) 30% Priority 3 (Minor) 10% Priority 4 (Requests) 5% 4

5 5.3 Service Compliance Level shall ensure systems are compliant with the following Service Level Objectives: Service Compliance Objectives Service Compliance Item Security and critical patches compliant with the software vendor s published and relevant patches 2 weeks SLO Anti-Virus signatures compliant with the software vendor s published and relevant signatures 72 hours SLO Failure The SLO is considered breached where the Service is not compliant with the target Calculation of Service Credits Service Credits are calculated on a monthly basis. In the event that fails to achieve the SLO, will credit a percentage of the Charges for the equivalent VDC Managed rate (as specified on the Order) for each VM associated with the failed SLO for the Monthly Review Period: Service Compliance Item Security and critical patches compliant with the software vendor s published and relevant patches 10% Anti-Virus signatures compliant with the software vendor s published and relevant signatures 10% Credits 5

6 5.4 Backup Service Level Backup Objective Backup Service Standard Backup 95% Recovery Time Failure Successful Backup Completion SLO The Backup is considered successful where the monthly backup report showing the number of successful and unsuccessful backups states it as such. Should a scheduled backup be restarted for any reason, this restarted backup will count towards the percentage if successful, but will not count if unsuccessful Calculation of Service Credits Service Credits are calculated on a monthly basis. In the event that fails to achieve the SLO, will credit the Charges for the equivalent Utility backup storage volume for the Virtual Machine associated with the failed SLO for the Monthly Review Period. 5.5 Recovery Service Level Recovery Time Objective In the event that a service needs an emergency restore from backup, the service will have the following Recovery Time Objective. Backup Service Standard Backup Recovery Time SLO 2 hours + 1 hour per 50 GB recovered Recovery Time Failure The Recovery Time Objective is considered breached where fails to restore a retained, successfully completed backup within the RTO Calculation of Service Credits Service Credits are calculated on a monthly basis. In the event that fails to achieve the SLO, will credit the Charges for the equivalent Utility backup storage volume associated with the failed SLO for the Monthly Review Period. 6

7 APPENDIX A - EXAMPLE SERVICE CREDIT CALCULATIONS EXAMPLE 1 Scenario The Service consists of 10 servers, each with 2vCPU, 4GB RAM, 100GB of vdisk storage. The Availability SLO is 99.99%. The Monthly Review period is for a month of 30 days. The Component Services were Unavailable for 6 hours. Availability calculation Availability in % = (Minutes in Monthly Review Period Service Unavailability) Minutes in Monthly Review Period 99.17% = ((30 days 24 hours 60 minutes) (6 hours 60 minutes)) (30 days 24 hours 60 minutes) As the Availability target was missed (99.17% instead of 99.99%) Service Credits are applicable. Credit calculation Service Credit = affected Service Resource quantity minutes of outage (full or part) 300% a. Service Credit for affected vcpu Service Resource in Service Resource Minutes vcpu minutes = 2vCPU 10 6 hours 60 minutes 300% b. Service Credit for affected RAM Service Resource in Service Resource Minutes GB RAM minutes = 4GB RAM 10 6 hours 60 minutes 300% c. Service Credit for affected vdisk Service Resource in Service Resource Minutes GB vdisk minutes = 100GB Storage 10 6 hours 60 minutes 300% 7

VDC SLA Annex Additional Terms for Virtual Data Centre - SLAs

VDC SLA Annex Additional Terms for Virtual Data Centre - SLAs CONTENTS 1 Introduction... 2 2 Infrastructure Level Objectives... 2 2.1 Availability Calculation:... 2 3 Compute Platform... 2 3.1 Availability Level... 2 3.1.1 Availability Objectives... 2 3.1.2 Unavailability...