1.5. SLA

1.5.1. Overview

This document describes the Service Level Agreement (SLA), that determines the policy of service quality, and define the rules of service credit.
SLA is applied to all the Customers of Enterprise Cloud 2.0, and there is no need for particular subscription for it.
To claim for a refund based on the service credit defined by SLA, Customers must submit the claim according to the procedure described in this document within the predetermined period.

1.5.2. Service Level

1.5.2.1. Service Level

NTT Com will dedicate to use commercial and reasonable efforts to make the percentage of monthly uptime is at least 99.99%. In case the monthly uptime percentage is less than 99.99%, Customers are able to receive the service credit according to the procedure described in this document.
NTT Com regards Enterprise Cloud 2.0 as available, as long as each menu of Enterprise Cloud 2.0 is available for Customers, as well as we can confirm it works properly via monitoring system.

1.5.2.2. Service Level & Service Credit Percentage

In case Customers submit a claim for service credit, NTT Com investigates the failure and get back to Customers. If NTT Com admits and confirms the failure, NTT Com calculates the service credit amount, based on the following policy.
The total amount of service credit is calculated to sum up total monthly usage charge of each menu that NTT Com admits and confirms the failure, and then to multiple by the following service credit percentages.
The total amount of service credit does not exceed the 100% of monthly usage charge of the month the failure occurred.

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 NTT Com is not regarded as the downtime for SLA.
 

VPN Connectivity

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

NTT Com provides SLA for Baremetal Server, which is applied to the replacement process of failure parts, not the availability of Baremetal Server.
Therefore, Customers are advised that it is different from other menus’ SLA in terms of its policy and service credit rate.

Server Parts that SLA is Applied

Baremetal SLA applies to the following parts of Baremetal Server listed below.
Table 1: Parts List

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 NTT Com’s monitoring system detect the failure

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 NTT Com agrees after T2 is proposed.

Ticket

Time Period for Confirming SLA Service Credit

T4

Between T1 and T2

SLA-Applied Charge

P1

Maximum monthly charge of the failed Baremetal Server.

SLA Service Credit

P2

The amount that NTT Com credits back according to the SLA.


Threshold that NTT Com Admits SLA Breach

The “Time Period for Confirming SLA Service Credit” (T4) is the period between Failure Detection Time (T1) and Earliest Proposed Time for Parts Replacement (T2).
In case T4 is more than 2 days, NTT Com admits that the SLA is breached.

Service Credit Rate

SLA Service credit rate is applied according to the list below. However, the total amount of service credit does not exceed the 100% of monthly usage charge of failed Barematel Server,and of the month the failure occurred.
The same conditions above will be applied in case the SLA breach occurs several times within the same month.

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%
Please keep in mind the standard of the time is UTC.
Service credit rate will be 100% in case NTT Com cannot start the parts replacement on the schedule agreed with Customers after failure detected.

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

NTT Com measures both failure time and uptime based on the established methods.
We define the “failure time” is from the point we starts to record the failure, until the point we record that the service is restored.

1.5.3.3. Service Credit

This Service Level is applied only to the Customers who do not have past due payment. Customers are eligible to claim a service credit to NTT Com, in case we fail to meet the sufficient service levels.
Customers must submit a Service Credit claim with the designated format within 30 days from the failure-occurred date. They must report to NTT Com which service level is breached. If there is no claim mentioned previously within the 30 days, Customers are deemed as they waive their right to claim the refund.
In case Customers submit a claim for service credit, NTT Com investigates the failure and get back to Customers. If NTT Com admits and confirms the failure, NTT Com will refund to the Customers more than after two months that we admit the failure.
The total amount of service credit is calculated to sum up total monthly usage charge of each menu that NTT Com admits and confirms the failure, and then to multiple by the following service credit percentages.

1.5.4. Disclaimers

NTT Com shall not be able to provide any refund or service credit due to the failures occurred by the following factors & reasons:
  • 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 NTT Com instruction.

  • In case Customers have modified for NTT Com infrastructure without permission.

  • In case failures are exempt from SLA.

In addition, following cases are exempt from the downtime:

  • In case of maintenance, which NTT Com 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.