Service Level Agreement (SLA)
This agreement is an annex to the user agreement. It defines the quantitative and qualitative Serverpace service level target values, as well as financial guarantees for their compliance.
Network availability
Unavailability
It's the period when rented virtual machines are not available to the client over the network.
Downtime
It's the total duration of downtime for a period (1 month), with the exception of downtime caused by:
- carrying out scheduled maintenance work at the scheduled time;
- a communication channels and equipment shutdown in an area outside of ITGLOBAL.COM NL jurisdiction/control;
- client’s applications or components, which are not controlled or not administrated by ITGLOBAL.COM NL, and have become a cause of a Service failure;
- damaging actions of the Client, its employees, partners, customers, etc., which have led to a negative impact on the components of the Service (spam, spoofing, violation of the rules for using the Service, etc.);
- other uncontrolled events classified as force majeure.
Uptime
It's the time when the service must function normally. Serverspace uptime = 24×7.
Availability %
It's the ratio of time when the service was available to uptime.
availability % = 100%*(Uptime-Downtime)/Uptime
For example, if the downtime in November is 1 hour, then
availability % = 100%*(60*24*30-1*60)/60*24*30 = 99,86 (1)
Data Storage System Performance
IOPS (Input/Output Operations Per Second)
It's the number of input-output operations performed by the data storage system (DSS) per second.
Latency
It's delay - the disk subsystem maximum response time during input/output operations.
0.1 IOPS per 1 GB SATA
for read/write blocks of 32 kilobytes.
Note: if the guaranteed number of IOPS exceeds, a deviation from the target value of the Latency parameter is allowed. This situation is not considered a violation of the SLA.
Technical support
User request
It's a request of the Serverspace client to the technical support service using the request registration and processing system, which is integrated into the client’s account.
Standard request
It's a user request which can be easily solved by the first-line technical support (ServiceDesk) employees of the Serverspace service using the solutions listed in the service instructions. It does not require the help of the 2nd and 3rd support lines. It is not associated with the unavailability or significant failure of the service quality.
Non-standard request
It's a user request, which does not have the solution listed in the standard ServiceDesk instructions or requires the help of the 2nd and 3rd support lines. It is not associated with the unavailability or significant failure of the service quality.
Incident
It's a user request related to the unavailability or significant failure of the service quality. Incidents have the highest priority in processing requests.
Response time to the request
It's an acceptable delay between the request registration and the start of its processing (defining the request type, the start of processing / transferring the request to the 2nd or 3rd support level).
User Request Processing Modes
Response time to the user request
Maintenance check
Maintenance windows
Financial guarantees
In the case of the SLA violation when Serverspace fails to provide a guaranteed % of virtual machine availability according to the agreement, clients are provided with monetary compensation. Please see the following table: