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... 2 3.1.3 Calculation of Credits... 2 4 EBS Storage Platform... 3 4.1 Availability Level... 3 4.1.1 Availability Objectives... 3 4.1.2 Unavailability... 3 4.1.3 Calculation of Credits... 3 4.2 Snapshot Recovery Level... 3 4.2.1 Recovery Time Objective... 3 4.2.2 Recovery Time Failure... 3 4.2.1 Calculation of Credits... 3 5 VDC Managed... 4 5.1 Limits of Credits... 4 5.2 Managed Server Operating System Availability Level... 4 5.2.1 Availability Objectives... 4 5.2.2 Unavailability... 4 5.2.3 Calculation of Credits... 4 5.3 Response Time Level... 4 5.3.1 Response Time Objectives... 4 5.3.2 Response Time Failure... 4 5.3.3 Calculation of Credits... 5 5.4 Compliance Level... 5 5.4.1 Compliance Objectives... 5 5.4.2 SLO Failure... 5 5.4.3 Calculation of Credits... 5 5.5 Backup Level... 5 5.5.1 Backup Objective... 5 5.5.2 Recovery Time Failure... 5 5.5.3 Calculation of Credits... 6 5.6 Recovery Level... 6 5.6.1 Recovery Time Objective... 6 5.6.2 Recovery Time Failure... 6 5.6.3 Calculation of Credits... 6 Appendix A - Example credit calculations... 7 1
1 INTRODUCTION This Level Agreement for VDC s ( SLA ) is made by in connection with, and is a part of, the Agreement. This SLA applies to the following VDC Component s 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 Unavailability) Minutes in Monthly Review Period For the purpose of Availability measurement, Unavailability excludes any Planned Outage. 3 COMPUTE PLATFORM 3.1 Availability Level 3.1.1 Availability Objectives Availability SLO Compute platform Availability 99.99% 3.1.2 Unavailability The compute platform Component 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. 3.1.3 Calculation of Credits Credits are calculated for the Monthly Review Period according to the following calculation. Credit = affected Resource quantity number of hours outage (full or part) 300% Where the Level falls below the SLO target, Credits will be offered in the form of Resources for the affected VDC Component and credited for future use without incurring charges for the credited amount. 2
4 EBS STORAGE PLATFORM 4.1 Availability Level 4.1.1 Availability Objectives Availability SLO EBS storage 99.99% EBS Protected Storage 99.99% EBS Mirrored Storage 99.99% 4.1.2 Unavailability The EBS Storage Component is considered to be Unavailable where Data cannot be read from or written to the EBS storage platform by Virtual Machines in two Zones. 4.1.3 Calculation of Credits Credits are calculated for the Monthly Review Period according to the following calculation. Credit = affected Resource quantity number of hours outage (full or part) 300% Where the Level falls below the SLO target, Credits will be offered in the form of Resources for the affected VDC Component and credited for future use without incurring charges for the credited amount. 4.2 Snapshot Recovery Level 4.2.1 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 4.2.2 Recovery Time Failure The Recovery Time Objective is considered breached where fails to restore a retained snapshot within the SLO. 4.2.1 Calculation of Credits 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 Level falls below the SLO target, Credits will be offered in the form of Resources for the affected VDC Component and credited for future use without incurring charges for the credited amount. 3
5 VDC MANAGED SERVICE 5.1 Limits of Credits Credits for managed services are limited to 50% of the monthly Charges for the total VDC Managed. 5.2 Operating System Availability Level 5.2.1 Availability Objectives Availability SLO managed Operating System 99.9% 5.2.2 Unavailability A managed Operating System is considered to be Unavailable where bi-directional network traffic over supported protocols such as UDP and TCP cannot be established between the managed Virtual Machine s Operating System and network IP addresses of other Devices. 5.2.3 Calculation of Credits 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 Virtual Machine Operating System associated with the failed SLO for the Monthly Review Period according to the following calculation. Credit = 10% of the published utility service rate for Managed Operating System for each hour of downtime (full or part) 5.3 Response Time Level shall respond to all Tickets in accordance with the response times specified in the table set out below: 5.3.1 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 5.3.2 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. 4
5.3.3 Calculation of Credits 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 Virtual Machine associated with the failed SLO for the Monthly Review Period: Priority Priority 1 (Critical) 30% Priority 2 (Major) 20% Priority 3 (Minor) 10% Priority 4 (Requests) 5% Credits 5.4 Compliance Level shall ensure systems are compliant with the following Level Objectives: 5.4.1 Compliance Objectives 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 5.4.2 SLO Failure The SLO is considered breached where the is not compliant with the target. 5.4.3 Calculation of Credits 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 Virtual Machine associated with the failed SLO for the Monthly Review Period: 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 5.5 Backup Level 5.5.1 Backup Objective Backup Successful Backup Completion SLO Standard Backup 95% 5.5.2 Recovery Time Failure 5
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. 5.5.3 Calculation of Credits 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. 5.6 Recovery Level 5.6.1 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 Standard Backup Recovery Time SLO 2 hours + 1 hour per 50 GB recovered 5.6.2 Recovery Time Failure The Recovery Time Objective is considered breached where fails to restore a retained, successfully completed backup within the RTO. 5.6.3 Calculation of Credits 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
APPENDIX A - EXAMPLE SERVICE CREDIT CALCULATIONS EXAMPLE 1 Scenario The 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 s were Unavailable for 6 hours. Availability calculation Availability in % = (Minutes in Monthly Review Period 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%) Credits are applicable. Credit calculation Credit = affected Resource quantity minutes of outage (full or part) 300% a. Credit for affected vcpu Resource in Resource Minutes 21600 vcpu minutes = 2vCPU 10 6 hours 60 minutes 300% b. Credit for affected RAM Resource in Resource Minutes 43200 GB RAM minutes = 4GB RAM 10 6 hours 60 minutes 300% c. Credit for affected vdisk Resource in Resource Minutes 1080000 GB vdisk minutes = 100GB Storage 10 6 hours 60 minutes 300% 7