This Service Level Agreement forms a part of the Managed Service Schedule to which it is attached.
This Service Level Agreement becomes effective 30 days following the date the Service is installed.
Service Level Limitations
The Service Level Quality Targets and Remedies outlined in this Attachment apply to the current architecture and/or configuration at the time of the contract signature.
The Service covered by this Service Level Agreement are fully described in the Managed Service Schedule of which this Service Level Agreement forms a part.
The Service Hours of Operation are 24 hours per day, 7 days per week, 365 days per year, except for times during emergency situations, and Scheduled Maintenance Windows and other Planned Outages.
Planned outages are required from time to time for purposes of routine maintenance and testing. NetMinders will use its best efforts to schedule Planned Outages within Scheduled Maintenance Windows to be agreed upon between NetMinders and the Customer. NetMinders will provide the Customer with at least 48 hours notice of Planned Outages.
When necessary, NetMinders may schedule Planned Outages outside of Scheduled Maintenance Windows. In such circumstances, NetMinders may, upon providing reasonable notice (at least 48 hours) to the Customer, make such inspections, tests, and adjustments as it may deem necessary to investigate, modify or maintain the installation or operation of the service, the Data Centre or connecting facilities. Any such inspection, test or adjustment is deemed a Planned Outage during which the Service may be intermittent or unavailable.
NetMinders will meet the following Quality Targets with respect to the delivery of the Service. If Quality Targets are not met by NetMinders, the Customer will be entitled to the remedies outlined below.
NetMinders guarantees that the network will be available 100% of the time for any calendar month.
Remedy: NetMinders will provide one Service Credit for every 20 minutes connectivity to an internet gateway is unavailable. Service availability will not be guaranteed in the case of a widespread internet failure or problem.
NetMinders guarantees that power to the customer will be available 100% of the time for any calendar month.
Remedy: NetMinders will provide one Service Credit for every 20 minutes power is not available to the customer rack(s).
Service availability is not guaranteed if the customer configures the cabinet in a manner that exceeds the capacity of the electrical circuits.
NetMinders will notify the Customer's designated contact within 30 minutes of any service outages discovered by NetMinders. The Customer is responsible for providing accurate and current information for the designated contact persons.
netminders.sla.content.outage_remedy
netminders.sla.content.planned_outage_notification_text
netminders.sla.content.planned_outage_remedy
netminders.sla.content.alarm_response_time_text
netminders.sla.content.alarm_response_remedy
netminders.sla.content.contact_response_time_text https://net-minders.com/submitticket.php) netminders.sla.content.contact_response_time_text2
| netminders.sla.content.severity | netminders.sla.content.definition | netminders.sla.content.response_time_target |
|---|---|---|
| netminders.sla.content.severity_1 | netminders.sla.content.severity_1_def | netminders.sla.content.severity_1_time |
| netminders.sla.content.severity_2 | netminders.sla.content.severity_2_def | netminders.sla.content.severity_2_time |
| netminders.sla.content.severity_3 | netminders.sla.content.severity_3_def | netminders.sla.content.severity_3_time |
| netminders.sla.content.severity_4 | netminders.sla.content.severity_4_def | netminders.sla.content.severity_4_time |
netminders.sla.content.contact_response_remedy
netminders.sla.content.contact_procedure_note
netminders.sla.content.reporting_text
netminders.sla.content.service_credit_definition
netminders.sla.content.service_credit_eligibility
a) netminders.sla.content.exclusions_intro
b) netminders.sla.content.exclusions_objection
netminders.sla.content.definitions_intro