1.5. SLA¶
1.5.1. Overview¶
1.5.2. Service Level¶
1.5.2.1. Service Level¶
1.5.2.2. Service Level & Service Credit Percentage¶
Monthly Cumulative Downtime |
Monthly Uptime Percentage |
Service Credit Percentage |
4 minutes 19 seconds or less |
Greater than 99.99% |
0% |
Longer than 4 minutes 19 seconds but 86 minutes 24 seconds or less |
Less than 99.99% but equal to or greater than 99.80% |
1% |
Longer than 86 minutes 24 seconds but 432 minutes or less |
Less than 99.80% but equal to or greater than 99.00% |
3% |
Longer than 432 minutes but 864 minutes or less |
Less than 99.00% but equal to or greater than 98.00% |
10% |
Longer than 864 minutes |
Less than 98.00% |
100% |
Monthly Uptime Percentage (%)¶
(Maximum Available Minutes - Downtime) / Maximum Available Minutes * 100
Monthly Total Uptime [min] = 720 hours per month (This does not count the actual number of days per every calendar month)
Monthly Cumulative Failure Time [min] = Downtime of every calendar month Time, excluding the downtime described in “4. Disclaimers”
1.5.3. SLA for Individual Menu¶
Category |
Menu |
SLA |
Server |
Baremetal server |
○ |
Virtual Server |
○ | |
Image Storage |
○ | |
Storage |
Block Storage |
○ |
Network |
Internet Connectivity |
○
Downtime of the Internet failure caused by the infrastructure outside of Service Provider is not regarded as the downtime for SLA.
|
VPN Connectivity |
ー
This is based on the conditions of Arcstar Universal One Multi-Cloud Connect.
|
|
Colocation Interconnectivity(CIC) |
○ | |
Enterprise Cloud Interconnectivity(EIC) |
○ | |
Logical Network |
○ | |
Firewall |
○ | |
Solution Package |
Hyper-V | N/A |
Management |
Monitoring |
N/A |
Support |
N/A |
|
App Service | PaaS | N/A |
1.5.3.1. SLA for Baremetal Server¶
Server Parts that SLA is Applied¶
SLA |
Scope of Failure |
Replacement Method |
Applied |
Failure of Power Supply of both Primary/Failover (Chassis Power Supply) |
Cold Swap |
CPU Failure (CPU Status) |
Cold Swap |
|
Memory Failure (Memory Status) |
Cold Swap |
|
Raid Controller / NIC / Disk Failure (Other Statuses) |
Cold Swap |
|
N/A |
Failure of Power Supply of both Primary/Failover (Power Supply Status) |
Hot Swap |
Fan Failure (Fan Status) |
Hot Swap |
Reference Value for SLA¶
Reference Value |
Abbr. |
Definition |
Communication Method between Customers and Baremetal Server Menu |
Failure Detection Time |
T1 | The time that Service Provider’s monitoring system detect the failure |
ー |
Earliest Proposed Time for Parts Replacement |
T2 | Available date and time, which is the earliest one, that Baremetal Server menu can propose to Customers for parts replacement. |
Email notification from Baremetal Server menu |
Replacement Start Time |
T3 | Parts replacement start time that both Customers and Service Provider agrees after T2 is proposed. |
Ticket |
Time Period for Confirming SLA Service Credit |
T4 | Between T1 and T2 |
ー |
SLA-Applied Charge |
P1 | Maximum monthly charge of the failed Baremetal Server. |
ー |
SLA Service Credit |
P2 | The amount that Service Provider credits back according to the SLA. |
ー |
Threshold that Service Provider Admits SLA Breach¶
Service Credit Rate¶
Time Period for Confirming SLA Service Credit (T4) |
SLA Service Credit Rate |
Failure Occurred Date / Next Day |
N/A |
2 Days |
20% |
3 Days |
40% |
4 Days |
60% |
5 Days |
80% |
6 Days |
100% |
Calculation for Service Credit¶
SLA Service Credit (P2) = SLA-Applied Charge (P1) * SLA Service Credit Rate (described in Table 2)
1.5.3.2. Measuring Method of Service Level¶
1.5.3.3. Service Credit¶
1.5.4. Disclaimers¶
On the occurrence of any event of Force Majeure: Force Majeure means or includes, but not be limited to, natural disaster, government action or governmental organization action, adherence of laws/regulations/order, fire, storm, flood, earthquake, war(regardless of declaration of war), riot, revolution, insurgence, demand delay or default from venders, strike, lock-out or other similar cause.
In case of actions, illegal actions or omissions resulted from Customer or end-users.
In case of 3rd party’s liability or their default.
In case of scheduled maintenance.
In case of any failure of Customers’ or end-users’ infrastructure.
In case Customers do not adhere to the Service Provider instruction.
In case Customers have modified for Service Provider infrastructure without permission.
In case failures are exempt from SLA.
In addition, following cases are exempt from the downtime:
In case of maintenance, which Service Provider provides prior notification. (including urgent maintenance)
In case Customers can utilize the service properly as the switch-over of hardware that deploys HA redundant configuration works properly.