Emergency Change. 10 3.1 How do we Calculate Service Credits? 11 3.2 Example SLA and Service Credit Calculation 11 4.1 Proact’s Responsibilities 12 4.2 Customer Responsibilities 12 Proact understands that its customers depend on the IT systems provided, maintained and supported by Proact, and that some of these items are of critical importance to a business. This service level agreement sets out what levels of uptime availability Proact will endeavour to provide to its customers for specific parts of its managed cloud services. It also explains the service credits that Proact will pay should it fail to meet these levels. Availability is monitored using Proact’s software platform. The specific components which are monitored vary depending on the solution. Availability is measured continuously, but for the purposes of the SLAs will be measured in units of a month. Service reports will be provided to the customer quarterly. This SLA covers only the products in the table below. Product SLA Monthly SLA Description Elements monitored IaaS Application 99.99% The individual application under management will be available for at least 99.99% of each month The individual application(s) will be available if they respond to Proact’s monitoring software. IaaS Operating System 99.99% The individual Operating Systems will be available for at least 99.99% of each month The individual Operating Systems running within a Virtual Machine will be available if they respond to Proact’s monitoring software. IaaS Virtual Machine 99.99% The individual virtual machines comprising the IaaS solution will be available for at least 99.99% of each month The individual virtual machines will be available if they are reported as powered on by Proact’s monitoring software. IaaS Hypervisor 99.99% The hypervisor platform comprising the IaaS solution will be available for at least 99.99% of each month The hypervisor platform will be available if the hypervisor responds to Proact’s monitoring software. IaaS Storage 99.99% The storage provided to the customer will be available for at least 99.99% of each month The storage will be available if it responds to Proact’s monitoring software probes. ▇▇▇▇ 99.5% The ▇▇▇▇ platform will be available for at least 99.5% of each month The ▇▇▇▇ Platform will be available if the Backup Vault and any associated Backup Software located in Proact’s data centre responds to Proact’s monitoring software AaaS 99.5% The AaaS platform will be available for at least 99.5% of each month The AaaS Platform will be available if the Archive Software located in Proact’s data centre responds to Proact’s monitoring software DRaaS 99.99% The DRaaS platform will be available for at least 99.99% of each month The DRaaS platform will be available if the hypervisors and storage respond to their monitoring software probes within any single node of the DRaaS platform’s hypervisor cluster and any single node of the DRaaS platform’s storage cluster. EXaaS 99.95% The EXaaS solution will be available for at least 99.95% of each month. The EXaaS service will be available if Proact’s monitoring systems can access the Exchange application instance Product SLA Monthly SLA Description Elements monitored SIEMaaS 99.5% The SIEMaaS platform will be available for at least 99.5% of each month The SIEMaaS Platform will be available if the central platform data collector responds to Proact’s monitoring software and is able to receive logs from log collectors SIEMaaS-E 99.5% The SIEMaaS-E platform will be available for at least 99.5% of each month The SIEMaaS Platform will be available if the central platform data collector responds to Proact’s monitoring software and is able to receive logs from log collectors VAaaS 99.5% The VAaaS platform will be available for at least 99.5% of each month. The VAaaS platform will be available if the scanning platform responds to Proact’s monitoring software APaaS 99.5% The APaaS solution will be available for at least 99.5% of each month. The APaaS solution will be available if the administration portal responds to Proact’s monitoring software DaaS Enterprise Cloud 99.95% The DaaS solution will be available for at least 99.95% of each month The DaaS Enterprise Cloud service will be ‘available’ if: • The DaaS login portal (shared architecture) OR the dedicated DaaS host(s) (dedicated architecture) respond(s) to the monitoring software probe; and • Either node of the active-directory VMs responds to the monitoring software probe; and • Either node of the remote access manager cluster responds to the monitoring software probe; and • The DaaS storage array responds to the monitoring software probe; and • The external Internet web sites respond to the monitoring software probe; and • A customer administrator can login to the self-service administration portal. Comms – WAN 99.95% The communications link will be available for at least 99.95% of each month. The communications link will be available if Proact’s monitoring software can access a network end point device (i.e. router, switch etc.) across the link. Comms - Internet 99.95% The internet connectivity will be available for at least 99.95% of each month. The internet connectivity will be available if Proact’s monitoring software can access commonly available web pages using the communications link. 1.1 How do we Measure Availability?
Appears in 1 contract
Sources: Service Level Agreement
Emergency Change. 10
3.1 How do we Calculate Service Credits? 11
3.2 Example SLA and Service Credit Calculation 11 4.1 Proact’s Responsibilities 12 4.2 Customer Responsibilities 12 Proact understands that its customers depend on the IT systems provided, maintained and supported by Proact, and that some of these items are of critical importance to a business. This service level agreement sets out what levels of uptime availability Proact will endeavour to provide to its customers for specific parts of its managed cloud services. It also explains the service credits that Proact will pay should it fail to meet these levels. Availability is monitored using Proact’s software platform. The specific components which are monitored vary depending on the solution. Availability is measured continuously, but for the purposes of the SLAs will be measured in units of a month. Service reports will be provided to the customer quarterly. This SLA covers only the products in the table below. Product SLA Monthly SLA Description Elements monitored IaaS Application 99.99% The individual application under management will be available for at least 99.99% of each month The individual application(s) will be available if they respond to Proact’s monitoring software. IaaS Operating System 99.99% The individual Operating Systems will be available for at least 99.99% of each month The individual Operating Systems running within a Virtual Machine will be available if they respond to Proact’s monitoring software. IaaS Virtual Machine 99.99% The individual virtual machines comprising the IaaS solution will be available for at least 99.99% of each month The individual virtual machines will be available if they are reported as powered on by Proact’s monitoring software. IaaS Hypervisor 99.99% The hypervisor platform comprising the IaaS solution will be available for at least 99.99% of each month The hypervisor platform will be available if the hypervisor responds to Proact’s monitoring software. IaaS Storage 99.99% The storage provided to the customer will be available for at least 99.99% of each month The storage will be available if it responds to Proact’s monitoring software probes. ▇▇▇▇ 99.5% The ▇▇▇▇ platform will be available for at least 99.5% of each month The ▇▇▇▇ Platform will be available if the Backup Vault and any associated Backup Software located in Proact’s data centre responds to Proact’s monitoring software AaaS 99.5% The AaaS platform will be available for at least 99.5% of each month The AaaS Platform will be available if the Archive Software located in Proact’s data centre responds to Proact’s monitoring software DRaaS 99.99% The DRaaS platform will be available for at least 99.99% of each month The DRaaS platform will be available if the hypervisors and storage respond to their monitoring software probes within any single node of the DRaaS platform’s hypervisor cluster and any single node of the DRaaS platform’s storage cluster. EXaaS 99.95% The EXaaS solution will be available for at least 99.95% of each month. The EXaaS service will be available if Proact’s monitoring systems can access the Exchange application instance Product SLA Monthly SLA Description Elements monitored SIEMaaS 99.5% The SIEMaaS platform will be available for at least 99.5% of each month The SIEMaaS Platform will be available if the central platform data collector responds to Proact’s monitoring software and is able to receive logs from log collectors SIEMaaS-E 99.5% The SIEMaaS-E platform will be available for at least 99.5% of each month The SIEMaaS Platform will be available if the central platform data collector responds to Proact’s monitoring software and is able to receive logs from log collectors VAaaS 99.5% The VAaaS platform will be available for at least 99.5% of each month. The VAaaS platform will be available if the scanning platform responds to Proact’s monitoring software APaaS 99.5% The APaaS solution will be available for at least 99.5% of each month. The APaaS solution will be available if the administration portal responds to Proact’s monitoring software DaaS Enterprise Cloud 99.95% The DaaS solution will be available for at least 99.95% of each month The DaaS Enterprise Cloud service will be ‘available’ if: • The DaaS login portal (shared architecture) OR the dedicated DaaS host(s) (dedicated architecture) respond(s) to the monitoring software probe; and • Either node of the active-directory VMs responds to the monitoring software probe; and • Either node of the remote access manager cluster responds to the monitoring software probe; and • The DaaS storage array responds to the monitoring software probe; and • The external Internet web sites respond to the monitoring software probe; and • A customer administrator can login to the self-service administration portal. Comms – WAN 99.95% The communications link will be available for at least 99.95% of each month. The communications link will be available if Proact’s monitoring software can access a network end point device (i.e. router, switch etc.) across the link. Comms - Internet 99.95% The internet connectivity will be available for at least 99.95% of each month. The internet connectivity will be available if Proact’s monitoring software can access commonly available web pages using the communications link.
1.1 How do we Measure Availability?
Appears in 1 contract
Sources: Service Level Agreement