Service Level Agreement (SLA)
This agreement is an annex to the user agreement. It defines the quantitative and qualitative Serverpace service level target values, as well as financial guarantees for their compliance.
Network Availability
Unavailability — the period when rented virtual machines are not available to the client over the network.
Downtime — the total duration of downtime for a period (1 month), with the exception of downtime caused by:
- carrying out scheduled maintenance work at scheduled time;
- a communication channels and equipment shutdown in an area outside of ITGLOBAL.COM CORP jurisdiction/control;
- client’s applications or components, which are not controlled or not administrated by ITGLOBAL.COM CORP, and have become a cause of a Service failure;
- damaging actions of the Client, its employees, partners, customers, etc., which have led to a negative impact on the components of the Service (spam, spoofing, violation of the rules for using the Service, etc.);
- other uncontrolled events classified as force majeure.
Uptime – the time when the service must function normally. Serverspace uptime = 24×7.
availability % — ratio of time when the service was available to uptime.
For example, if the downtime in November is 1 hour, then
availability % = 100%*(60*24*30-1*60)/60*24*30 = 99,86 (1)
| Parameter | Target value |
|---|---|
| rented virtual machine availability % | 99,9% |
Data Storage System Performance
IOPS (Input/Output Operations Per Second) – the number of input-output operations performed by the data storage system (DSS) per second.
Latency – delay - the disk subsystem maximum response time during input/output operations.
| Parameter | Guaranteed values |
|---|---|
| Guaranteed IOPS quantity for DSS | 30 IOPS per 1 GB SSD 0.1 IOPS per 1 GB SATA for read/write blocks of 32 kilobytes. |
| Latency | 40 ms |
Technical support
User request is a request of the Serverspace client to the technical support service using the request registration and processing system, which is integrated into the client’s account.
Standard request is a user request which can be easily solved by the first-line technical support (ServiceDesk) employees of the Serverspace service using the solutions listed in the service instructions. It does not require the help of the 2nd and 3rd support lines. It is not associated with the unavailability or significant failure of the service quality.
Non-standard request is a user request, which does not have the solution listed in the standard ServiceDesk instructions or requires the help of the 2nd and 3rd support lines. It is not associated with the unavailability or significant failure of the service quality.
Incident is a user request related to the unavailability or significant failure of the service quality. Incidents have the highest priority in processing requests.
Response time to the request is an acceptable delay between the request registration and start of its processing (defining the request type,the start of processing / transferring the request to the 2nd or 3rd support level).
User Request Processing Modes
| Type of user request | Processing mode |
|---|---|
| Incident | 24x7 |
| Standard request | 24x7 |
| Non-standard request | 8×5 (Mon-Fri from 10.00 to 18.00 UTC / GMT +3 hours) |
Response time to the user request
| Type of user request | Processing mode |
|---|---|
| Incident | 20 minutes |
| Standard request | 30 minutes |
| Non-standard request | 1 hour |
Maintenance check
Maintenance windows
| Type of works | Maintenance windows |
|---|---|
| Scheduled | The first and third Fridays of each month from 06:00 to 08:00 (UTC/GMT +3 hours) |
| Urgent | If required. We will send a notification 2 hours before the maintenance works start |
Financial guarantees
In the case of the SLA violation when Serverspace fails to provide guaranteed % of virtual machine availability according to the agreement, clients are provided with monetary compensation. Please see the following table:
| % virtual machine availability (A) | Compensation amount (% of the virtual machine rent monthly value) |
|---|---|
| A ≥ 99,9 | 0%, SLA target value |
| 99,9 > A ≥ 99,72 | 5% |
| 99,72> A ≥ 99,45 | 10% |
| 99,45> A ≥ 98,90 | 15% |
| 98,90> A ≥ 96,71 | 20% |
| 96,71> A ≥ 76,98 | 50% |
| 76,98 > A | 100% |