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slas-obligations-rights-sentences

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NTTA will replicate all data written to the primary storage array which is part of a LUN configured for replication to the secondary storage array.

OBLIGATION

The replicated data will be available 99.99% of the time.

OBLIGATION

NTTA will begin replication of the data in accordance with and subject to the Customer’s Service Order Form.

OBLIGATION

In order to receive a credit under this SLA, Customer must first open a trouble ticket to report and request resolution to the incident.

OBLIGATION

The credit request must include trouble ticket number(s) related to the credit request.

OBLIGATION

Each request for credit in any calendar month must be received by NTTA within seven (7) days of the occurrence giving rise to the credit claim.

OBLIGATION

Each valid credit will be applied to a Customer invoice within two (2) billing cycles after NTTA’s receipt of such request.

OBLIGATION

NTTAs goal is to deliver SCD Content 100% of the time.

OBLIGATION

Subject to Sections 5 and 6 below, upon Customers request, NTTA will issue a credit to Customer for SCD Service Outages in an amount equal to one days worth of the Base Fee paid per affected Zone by Customer, multiplied by each 24-hour period in which Customer experiences a SCD Service Outage during a particular month.

OBLIGATION

NTTA will periodically (on average every 15 minutes) measure SCD availability by requesting representative Cacheable Objects from Cache Servers at Selected POPs using software and hardware components capable of measuring traffic and responses at such Selected POPs.

OBLIGATION

Customers must store the health check content on the folder that NTT Communications specified on the customer’s origin server.

OBLIGATION

To be eligible for compensation under this SLA, the Customer must initiate a problem report by opening a support ticket and request a resolution to the issue.

OBLIGATION

The request for compensation must contain the reference number(s) of the support ticket(s) associated with the claim.

OBLIGATION

NTTA will issue a 100% credit of the corresponding day’s service charge for the zone affected.

OBLIGATION

NTTA’s Storage Area Network (SAN) Availability Service Level Agreement (SLA) offers a 99.5% uptime guarantee of the NTTA SAN infrastructure.

OBLIGATION

For Colocation customers or other customers that provide their own Host Bus Adapter (HBA), NTTA offers a 99% uptime guarantee of the NTTA SAN infrastructure.

OBLIGATION

NTTA will monitor each component that makes up the NTTA SAN infrastructure including but not limited to the switches and storage via such monitoring tools as ICMP(PING), snmp-based monitoring, MOM etc., between NTTA’s Monitoring System and the Customer solution.

OBLIGATION

NTTA will issue a credit when the cumulative Service Outage exceeds three (3) hours and thirty-six (36) minutes of downtime (equivalent to 99.5%) in a calendar month for those customers that have NTTA managed HBAs.

OBLIGATION

For those customers that own their HBA, NTTA will issue a credit when the cumulative Service Outage exceeds seven (7) hours and twelve (12) minutes of downtime (equivalent to 99%) in a calendar month.

OBLIGATION

To qualify for a credit as per this SLA, the customer must initiate a trouble ticket to report and seek resolution for the issue.

OBLIGATION

The credit request must include trouble ticket number(s) related to the credit request. Each credit request in connection with this SLA must be received by NTTA within 48 hours of the support failure referenced in Section 1 above and must include the Customers account number (per NTTAs invoice), Customers name as listed on NTTAs invoice, the date and approximate time of the support failure, and the SAN identification code or the server identification code(s) of the affected server(s) if applicable.

OBLIGATION

NTTA’s Virtualization Services’ Availability SLA offers a 99.9% uptime guarantee related to the Data Center Facilities, Network Infrastructure and VM Cluster within the Customer’s solution as outlined below that are deployed in NTTA data centers in the United States.

OBLIGATION

This SLA guarantees the availability of the VM Cluster but not the individual nodes of the VM Cluster.

OBLIGATION

NTTA does not guarantee the availability of the specific VM instances and are considered out of scope of this SLA.

OBLIGATION

Customer solutions must be configured with redundant, high availability (HA) Firewalls and Load Balancers to be eligible for credits under this SLA.

OBLIGATION

NTTA will monitor each ESX server in a VM Cluster via ICMP (PING) between NTTA’s Monitoring System and the Customer solution.

OBLIGATION

NTTA will issue a credit for any unique Service Outage that exceeds forty-three (43) minutes of downtime, in an amount equal to one days worth of the total Monthly Recurring Charge (MRC) for those components that make up the VM Cluster paid by Customer during a calendar month, based on a thirty (30) day month.

OBLIGATION

The request for credit must contain the relevant trouble ticket number(s) associated with the request.

OBLIGATION

The credit request must include trouble ticket number(s) related to the credit request. Each credit request in connection with this SLA must be received by NTTA within 48 hours of the support failure referenced in Section 1 above and must include the Customers customer number (per NTTAs invoice), Customers name as listed on NTTAs invoice, the date and approximate time of the support failure, and the server identification code(s) of the affected server(s).

OBLIGATION

We shall use commercially reasonable endeavors to provide (1) Instance Monthly Uptime Percentage of Instance Unavailable for no less than 99.975% of each calendar month and (2) Instance Monthly Uptime Percentage of Multi-zone Service Unavailable for no less than 99.995% of each calendar month in connection with your use of the Service (the “Service Guarantee”).

OBLIGATION

Your claim must include at least the following information: A detailed description of the incident, including the logs or messages for request failure documenting the errors and claimed outage.

OBLIGATION

Your claim for a Service Credit can be filed starting from the sixth working days of the following calendar month of occurrence of the event giving rise to the claim must be received by us within sixty (60) days after the last day of the calendar month of occurrence of the event giving rise to the claim.

OBLIGATION

Your failure to submit the claim within this time will be deemed to be an irrevocable waiver of your right to claim and receive such Service Credit.

OBLIGATION

We will make a good faith determination if a Service Credit is to be provided to you in our sole discretion and will inform you the result as soon as reasonably practicable.

OBLIGATION

We will use commercially reasonable effort to process your claim and provide the Service Credit to you as early as possible.

OBLIGATION

If we, after our good faith review of your claim, determine that a Service Credit must be provided to you, the Service Credit to be provided will be the following.

OBLIGATION

Subject to Clauses 3.1, 3.2, and 3.3, the Service Credit shall apply to set-off the fees payable by you for the Service only.

OBLIGATION

The Service Credit provided in any calendar month for a particular Service or Service resource will not, under any circumstance, exceed your Monthly Service Fee for that affected Service or Service resource, as applicable, in the calendar month.

OBLIGATION

The Service Credit provided to you must be used within two (2) month from the date the Service Credit is made available for you to use.

OBLIGATION

You agree that any decision or determination made by us relating to your claim for any Service Credit shall be final and binding on you.

OBLIGATION

Customer is not eligible for an additional credit under Section 2.2(b).

OBLIGATION

CenturyLink provides Availability SLA of 99.9% per month based on a Calendar Month, excluding maintenance windows and other exclusions.

OBLIGATION

An interruption period starts when an unavailable UNI is reported to CenturyLink and ends when Service is restored at the UNI.

OBLIGATION

CenturyLink offers one CoS: Business Class (“BC”).

OBLIGATION

The performance objectives for BC are provided in Table 2.0. Service performance is based on measurements of the following performance objectives: Frame Delay, Frame Loss Ratio and Frame Delay Variation.

OBLIGATION

Customer is not entitled to multiple Performance Credits even if multiple performance objectives are not met in a Calendar Month.

OBLIGATION

CenturyLink is responsible for maintaining all CenturyLink owned facilities that are used to deliver CE to the customer. CenturyLink will furnish the Customer with a trouble reporting telephone number.

OBLIGATION

Upon receipt of a trouble alarm or report, CenturyLink will initiate action to clear the trouble and will commit to the following Service restoral times for Service

OBLIGATION

This SLA is available to Customers with a minimum of a one year commitment for each Service.

OBLIGATION

CenturyLink is offering the Service in accordance with the RSS and the Agreement.

OBLIGATION

To be eligible for a credit under this SLA, Customer must, in addition to complying with the other terms included in this SLA: (a) be in good standing with CenturyLink and current in its obligations, other than those invoices recognized as being in dispute, and (b) submit necessary supporting documentation and request reimbursement or credits under this SLA within 30 days of the conclusion of the month in which the requisite unavailability or degradation occurs.

OBLIGATION

In no case will CenturyLink provide credit to Customer for an Affected UNI that exceeds the monthly recurring charge or the stated applicable maximum credit percentage.

OBLIGATION

CenturyLink will give notice to Customer of any scheduled maintenance as early as is practicable and a scheduled outage will under no circumstances be viewed as a period of unavailability under this SLA.

OBLIGATION

The DigitalOcean Droplet service provides a 99.99% uptime SLA per month.

OBLIGATION

The DigitalOcean Volumes Block Storage service provides 99.99% uptime SLA per month.

OBLIGATION

The DigitalOcean Kubernetes (DOKS) service provides 99.95% uptime SLA per month for the control plane when high availability (HA) is enabled for such clusters.

OBLIGATION

We will evaluate all information reasonably available to us and make a good faith determination of whether a Service Credit is owed.

OBLIGATION

The DigitalOcean Marketplace provides 99.0% uptime SLA per month for the Marketplace catalog and the Marketplace vendor portal.

OBLIGATION

If you are a vendor and file a support ticket in response to a problem with the DigitalOcean Marketplace.

OBLIGATION

we assure: A first response to a ticket within one business day 90% of the time per SLA period of one month. Ticket resolution within three business days 90% of the time per SLA period of one month.

OBLIGATION

We do not currently provide credits in response to Marketplace service portal downtime.

OBLIGATION

While we do not provide any SLAs related to security, we maintain several security certifications, including AICPA SOC 2 Type II and SOC 3 Type II certifications.

OBLIGATION

To be eligible, the credit request should be received by us within three (3) months of the end of the billing cycle when the issue occurred.

OBLIGATION

Once we validate and confirm the claim request, your account is credited with service credits in the billing cycle following when you filed the claim.

OBLIGATION

If Fujitsu determines that it has been unable to fulfill these service levels in each billing month, then a service credit (rounded to two decimal places) will be applied to the fee for the billing month following a billing month in question (“the month eligible for deduction”).

OBLIGATION

The Customer must follow the following procedures to apply for a service credit

OBLIGATION

When the Customer determines that an event that Fujitsu may have failed to meet the service level in a billing month, then the Customer must contact the Help Desk Service, and then subsequently report the situation in writing to the office specified by Fujitsu (“SLA Desk”) within 10 days of the end of the billing month.

OBLIGATION

Fujitsu will then investigate whether a service credit is applied to the reported situation or not, based on the logs of Service Portal, the logs of each service and other sources obtained by Fujitsu, and will provide the results thereof to the Customer within the month eligible for deduction.

OBLIGATION

Goal: Joyent’s goal is to achieve 100% Availability for all customers.

OBLIGATION

Joyent will guarantee only those areas considered under the control of Joyent: Joyent server links to the Internet, Joyent’s routers, and Joyent’s servers.

OBLIGATION

To receive a credit, the customer must make a request by sending an e-mail message to support@Joyent.com.

OBLIGATION

If the unavailability is confirmed by Joyent, credits will be applied within two billing cycles after Joyent’s receipt of the customer’s credit request.

OBLIGATION

Credits are not refundable and can be used only towards future billing charges.

OBLIGATION

OVHcloud will use commercially reasonable efforts to ensure that each class of OVHcloud Service identified below is "Available" during a given calendar month equal to the "Monthly Availability Commitment" for such OVHcloud Service as set forth in the table below.

OBLIGATION

To request a Service Credit, You must file a support request within sixty (60) calendar days of the suspected incident via the OVHcloud Control Panel.

OBLIGATION

If the Monthly Availability Percentage of such request is confirmed by OVHcloud and is less than the Monthly Availability Commitment, then OVHcloud will issue the Service Credit to You within forty-five (45) calendar days in which your request is confirmed by OVHcloud.

OBLIGATION

OVHcloud’s monitoring tools, data and records will be the sole source of information used to track and validate Availability.

OBLIGATION

Service Credits will be issued to the person or entity that OVHcloud invoices for the applicable instance of the OVHcloud Service, as a separate credit memo that can be applied towards a future invoice for that OVHcloud Service instance.

OBLIGATION

You will not be eligible to receive a Service Credit if: (i) Your Account has any payments for the OVHcloud Service that are delinquent, (ii) You are in violation of the Terms of Service during the time of the incident, or (iii)the incident was due to Your failure to meet Your security responsibilities as set forth in the Terms of Service.

OBLIGATION

We guarantee that the Volumes will be available 99.99% of the time in a given monthly billing period.

OBLIGATION

We guarantee that your Cloud Database Instance(s) will be available 99.99% of the time in any given monthly billing period.

OBLIGATION

You shall not be entitled to a credit if (ii) the event giving rise to the credit would not have occurred but for the resizing any Cloud Database Instance(s) upon your instructions (including by increasing or decreasing the amount of storage or compute resources dedicated to a given Cloud Database Instance), or (ii) where the applicable Cloud Database Instance(s) are root enabled.

OBLIGATION

Rackspace will notify you via text message, email, or the Rackspace ticketing system of Rackspace Monitoring Alerts on your DB Server(s) within five (5) minutes of the Rackspace Monitoring Alert being generated.

OBLIGATION

You shall not be entitled to a credit if the event giving rise to the credit would not have occurred but for your failure to implement the recommended configuration changes or upgrades provided to you by Rackspace support teams (the “Configuration Guidance”) or otherwise address the issue in a manner which permits Rackspace to provide the DBA Services within five (5) days of your receipt of the Configuration Guidance, or such other time frame as stated in the Configuration Guidance.

OBLIGATION

We guarantee that the Cloud Files Services will be available 99.99% of the time in a given billing cycle.

OBLIGATION

We guarantee that your Load Balancers will be available 99.99% of the time in any given monthly billing period.

OBLIGATION

We guarantee the Control Plane shall have 99.9% Monthly Availability.

OBLIGATION

Network Availability Service Level Guarantee. Rackspace guarantees that its Data Center Network will be available one hundred percent (100%) of the time in any given monthly billing period.

OBLIGATION

Rackspace guarantees that data center HVAC (heating, ventilation, and air conditioning) and Power will be functioning one hundred percent (100%) of the time in any given monthly billing period.

OBLIGATION

Rackspace guarantees the functioning of all Host Servers hosting the Cloud Servers, including the hypervisor. If a Host Server hosting a Cloud Server fails, Rackspace guarantee that restoration or repair will be complete within one (1) hour of problem identification.

OBLIGATION

Either way, we guarantee the migration will be complete within three (3) hours of the time we begin the migration.

OBLIGATION

If you exceed this limit, your Cloud Queues Service may be throttled or stopped, and this guarantee shall not be applicable.

OBLIGATION

Compensations will be made in the form of voucher by Tencent Cloud

OBLIGATION

You should follow the rules for using the voucher (including the valid term, for details, please refer to the rules of vouchers published on Tencent Cloud’s official website)

OBLIGATION

You cannot redeem such voucher for cash or request to issue an invoice for such voucher.

OBLIGATION

Such voucher can only be used to purchase the Service by using your Tencent Cloud account.

OBLIGATION

You cannot use the voucher to purchase other services of Tencent Cloud, nor should you give the voucher to a third party for consideration or for free.

OBLIGATION

Tencent Cloud will verify and ascertain your application upon receipt of such application.

OBLIGATION

You should apply for such compensation no later than sixty (60) calendar days following the expiry of the applicable Service Month in which the Service Availability fails to meet the standard.

OBLIGATION

To open a trouble ticket for Denial of Service, Customer must call Verizon at 1-800-900-0241 and state: I think I am under a Denial of Service Attack

OBLIGATION