Service Level Agreement for Co-located Servers.
This document sets out the basic Service level agreement offered by Satachi to customers with servers and bandwidth located in Telehouse-east.
Bandwidth Availability
We undertake to provide a minimum availability of 99.5%. This is defined as the ability of your servers to receive information for the Internet and to send information to it. The service is unavailable if:
- The server is unable to route to destinations outside the local network.
- The server is unable to receive routing from the network.
- The server is unable to receive connections to normally accessible ports because of port blocking activity.
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Loss of availability because of Denial of Service (DoS) attacks is excluded from these calculations unless specific precautions have been quoted for and implemented. Note: by the nature of DoS attacks the precautions are very expensive indeed.
Environment.
Unless there is a substantial failure of the infrastructure of telehouse that is not under our control, the switches, hubs, power, air conditioning and remote power management facilities will be available at a level of 99.95% Routers are considered to be part of bandwidth availability.
Monitoring.
All servers and services are monitored for both system and server availability on a 24/365 basis, and automatic call-outs will be generated in the event of server or service loss which is detectable by remote polling.
Response time.
Service or server faults that stop services from running will be responded to within four hours from notification within normal business hours, and eight hours outside these times. Customers with critical services are expected to use clustering or fall-over techniques to prevent the failure of a single server from affecting overall service availability.
Where a fault involves the replacement of hardware or the rebuilding of a disk from a stored archive the time taken to restore the data is not included as down time.
Spares and Replacements.
Spares and replacements for components of all server types we provide will normally be kept on site for use in case of a serious hardware failure. This is provided on a “best efforts” basis since there might be times when a spare is used and a replacement cannot be obtained outside working hours.
We can arrange, at cost, to hold additional specific spares for a given configuration.
Fault reporting.
Faults will be reported using telephone numbers provided for the purpose, and backed up by e-mail where possible. These numbers will be normally available on a 24/365 basis. A fault report is deemed to have been made at the time of the first contact using these numbers.
All work for maintenance or support that is part of Planned Outages will normally take place shortly after normal Business Hours in order to gibe maximum possible exposure to any changes and to remove “first thing in the morning” errors.
Planned Outages will be notified to you wherever possible on 2 days notice. We will make best efforts to ensure that there are no more than two planned outages in any month, no more than six in one year, and that the cumulative time does not exceed six hours in any year.
Aggregate down time.
For the purposes of calculation down time is calculated on a month by month basis. Any month in which the availability targets are not met is considered to be a failure under the terms of this
Physical security.
No access to the equipment will be permitted unless arranged in advance, cleared and monitored by telehouse security, and in the presence of a member of LNC’s technical staff.
Compensation.
Compensation will be due for any month in which a failure to meet
This does not affect any rights under applicable legislation.
Exceptions.
This
- DoS attack.
- Malicious acts of a third party
- Failures caused by abnormal operation of the service or servers
- Outages due to actions by an employee or agent of the customer
- Circumstances outside our control that cannot reasonably be prevented
- Substantial failures of the Internet infrastructure beyond our peering points
- Failures by any central or regulatory body