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¶

Service Provider 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.

Service Provider 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, Service Provider investigates the failure and get back to Customers. If Service Provider admits and confirms the failure, Service Provider 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 Service Provider 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 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¶

Service Provider 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 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¶

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, Service Provider 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 Service Provider 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¶

Service Provider 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 Service Provider, 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 Service Provider 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, Service Provider investigates the failure and get back to Customers. If Service Provider admits and confirms the failure, Service Provider 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 Service Provider admits and confirms the failure, and then to multiple by the following service credit percentages.

1.5.4. Disclaimers¶

Service Provider 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 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.

1.4. Support

1.6. Partner