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Managed Service Level Agreement
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OSXLand's SLA is a contract between you, the customer, and OSXLand. It defines
the terms of our responsibility and the money back guarantees if our
responsibilities are not met. We want our customers to feel at ease with their
decision to move their site to OSXLand, and knowing that OSXLand takes your
site's uptime as seriously as you do is imperative.
The OSXLand SLA covers three components that support the availability of your
web site:
100% Network Uptime
OSXLand guarantees that its network will be available 100% of the time in a
given month, excluding scheduled maintenance. Network uptime includes
functioning of all network infrastructure including routers, switches and
cabling, but does not include services or software running on your server.
Network downtime exists when a particular customer is unable to transmit and
receive data and is measured from the time the trouble ticket is opened.
OSXLand Guarantee: Upon experiencing downtime, OSXLand will credit
the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100%
of customer's monthly fee for the affected server) against your next monthly
invoice.
Infrastructure
OSXLand guarantees that the critical infrastructure systems will be
available 100% of the time in a given month, excluding scheduled maintenance.
Critical infrastructure includes functioning of all power and HVAC
infrastructure including UPSs, PDUs and cabling, but does not include the power
supplies on customers' servers. Infrastructure downtime exists when a particular
server is shut down due to power or heat problems and is measured from the time
the trouble ticket is opened to the time the problem is resolved and the server
is powered back on.
OSXLand designates time periods ("Scheduled Maintenance Windows") during which
it may limit or suspend the availability of the hardware and/or software
involved in providing its Services and Products (an "Outage") to perform
necessary maintenance or upgrades. If planned maintenance has the possibility of
making the server or servers, as the case may be, utilized by Customer
inaccessible to the Internet during a Scheduled Maintenance Window Company will
provide not less than twenty-four (24) hours prior electronic mail or other
notice to Customer of the Scheduled Maintenance
OSXLand Guarantee: Upon experiencing downtime, OSXLand will credit
the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100%
of customer's monthly fee for the affected server) against your next monthly
invoice.
Hardware
OSXLand guarantees the functioning of all hardware components and will replace
any failed component at no cost to the customer. Hardware is defined as the
Processor(s), RAM, hard disk(s), motherboard, NIC card and other related
hardware included with the server. This guarantee excludes the time required to
rebuild a RAID array and the reload of certain operating systems and
applications.
Hardware replacement will begin once OSXLand identifies the cause of the
problem. Hardware replacement is guaranteed to be complete within two hours of
problem identification.
OSXLand Guarantee: In the event that it takes us more than two
hours to replace faulty hardware, OSXLand will credit the customer 5% of the
monthly fee per additional hour of downtime (up to 100% of customer's monthly
fee for the affected server) against your next monthly invoice.
Operating Systems and Installed Software
OSXLand guarantees that maintenance and regular updates will be applied to
servers when within 30 days of patches being made available from the Operating
System Vendor. Software maintenance or upgrades on servers will be performed
during regularly scheduled maintenance windows.
To receive an SLA credit, OSXLand customers must contact their account manager
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