SERVICE LEVEL AGREEMENT TEMPLATE
301 Kingswood Lane, Danville, Ca 94506 648-9673
Tel: 925-648-9610 Fax: 925-
SERVICE LEVEL AGREEMENT TEMPLATE
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Service Level Agreement Between COMPANY and their Customers
This Service Level Agreement (SLA) applies to all COMPANY Customers in good standing. COMPANY understands that continuous system performance is imperative to our Customer’s business. Therefore, it is our goal to achieve the highest level of electrical and network availability. COMPANY has engineered a redundant system of building, personnel, network, electrical and heating, ventilation, air conditioning components to minimize single points of failure and maximize the uptime we provide to our Customers. COMPANY will continually monitor our systems to perform this high level of service, and have processes and systems in place to predict and prevent outages. Electrical Service Standard Service Customers (installation in one Redundant facility): COMPANY will provide continuous electricity to Customer’s cage(s) aside from Scheduled or Emergency Service outages. Electrical service will be provided with no more than three outages or 60 minutes of outage each year (greater than 99.99% availability). Dual-Corded Load Service: If Customer has installed equipment with dual-corded loads connected into COMPANY supplied dual electrical power strips, combined availability of electrical service to COMPANY power strips will be provided with no more than two outages or 315 seconds of outage each year (greater than 99.999% availability), aside from Scheduled or Emergency Service outages. Combined power strip availability is the synchronous uptime of two COMPANY power strips, meaning that at any one time, at least one of the power strips will be operating. Standard Service availability will still apply to each power strip for single-corded loads connected to the same power strips. Enhanced Service Customers (installation in two Redundant data centers): COMPANY will provide continuous electricity to customer’s cage(s) aside from Scheduled or Emergency Service outages. Combined availability of electrical service will be provided with no more than one outage or 30 seconds of outage each year (greater than 99.9999% availability). Combined data center availability is the synchronous uptime of two data centers, meaning that at any one time, at least one of the data centers will be operating. Standard Service availability will still apply to each data center.
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Network Service Standard Service Customers (installation in one COMPANY facility): COMPANY will provide continuous network availability to the Customer’s cage(s). Combined network service will be provided with a service level of 99.99% availability or greater (less than 53 minutes of outage each year) not including Scheduled or Emergency Service outages. Combined data center availability is the synchronous uptime of two data centers and the Combined Network, meaning that at any one time, at least one of the data centers and their connections to the Global Internet will be operating. Standard Service availability will still apply to each data center. Network Availability is defined as the functioning of COMPANYS’ routers, switches, and cabling but does not include customer owned servers, software, routers, switches and cabling. Network downtime exists when a particular customer is unable to transmit or receive data throughout the combined network consisting of COMPANY infrastructure and Redundant Networks records the failure within the COMPANY ticketing system. Downtime is measured from the time that the ticket is filed within the COMPANY Ticketing System by a COMPANY employee to the time that the customer is once again able to transmit and receive data throughout the combined network. Enhanced Service Customers (installation in two Redundant data centers): COMPANY will provide continuous network availability to the Customer’s cage(s). Combined network service will be provided with a service level of 99.999% availability or greater (less than 5.25 minutes of outage each year) not including Scheduled or Emergency Service outages. Combined data center availability is the synchronous uptime of two data centers and the Combined Network, meaning that at any one time, at least one of the data centers and their connections to the Global Internet will be operating. Standard Service availability will still apply to each data center. Network Availability is defined as the functioning of all COMPANY infrastructure including routers, switches, and cabling but does not include customer owned servers, software, routers, switches and cabling. Network downtime exists when a particular customer is unable to transmit or receive data throughout the combined network consisting of COMPANY infrastructure and COMPANY records the failure within the Redundant Networks ticketing system. Downtime is measured from the time that the ticket is filed within the COMPANY Ticketing System by a COMPANY networks employee to the time that the customer is once again able to transmit and receive data throughout the combined network. Customer Reimbursement: In the unlikely event that service is interrupted beyond the service level, COMPANY will credit the customer 10% of their monthly fee for the affected cage space for each 10 minutes of outage up to 100% of the Customer’s monthly cage space fee. Each outage beyond service level provides a minimum of one 10-minute outage credit to customer.
Scheduled Service Outages:
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Redundant Networks will take all reasonable efforts to conduct maintenance operations without service interruption to our customers and to preserve the use of schedule service outages for necessary services in order to maintain availability of services to Customer. However, occasionally scheduled outages will need to be performed that may interrupt customer operations. With the exception of emergency situations, COMPANY will notify Customer with a minimum of one week’s advance notice of scheduled service outages. All cases except emergency events will be performed during COMPANY standard maintenance window from midnight until 1:00 AM local time on Sunday mornings. During these windows, C O M P A N Y will help customers understand what operations will and may be affected. Emergency Service Outages: It is a primary goal of all COMPANY employees and the company to ensure the best possible service and availability of service to our Customers. To achieve this goal, COMPANY has employed qualified staff, created and practice stringent procedures, and have installed the highest quality equipment. However, occasionally incidents occur unexpectedly due to a variety of reasons that may affect Customer’s equipment and it’s performance. In order to ensure the highest level of reliability to all of our customers, COMPANY may need to perform emergency service outages to rectify equipment issues before they could cause a more severe incident. Emergency service outages may reduce or prevent notification to Customer. Unscheduled Outage: Unscheduled outages are those that were neither scheduled nor emergency outages that prevent Customer’s equipment from being able to conduct network data transmission or operate. Such outages are recorded from the moment they are recognized by COMPANY staff or monitoring equipment until network or electrical performance is returned to full service.
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