This Agreement represents a IaaS Service Level Agreement (“SLA” or “Agreement”) between Edge Cloud Technology and Solutions (EDGE CLOUD) and Customer for the provisioning of IT services required to support and sustain the service.
This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.
This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.
2. GOALS & OBJECTIVES
The objective of this “Service Level Agreement” (hereinafter “SLA” for short) is to define the reference parameters for the provision of the EDGE CLOUD Cloud Computing service (hereinafter “Service” for short) and for monitoring the level of quality provided.
The goal of the SLA is also to define the rules of interaction between EDGE CLOUD and the Customer. This SLA is an integral part of the Contract completed between EDGE CLOUD and the Customer with the rules laid down in Article 6 of the Terms and Conditions. This SLA applies separately to each Customer and for each Contract.
3. SLA FOR OPERATIONAL FUNCTIONALITY
EDGE CLOUD will make every reasonable effort to ensure maximum availability of the virtual infrastructure created and allocated by the Customer and, at the same time, the observance of the following operational functionality parameters:
A.) Resources of the Data Center via which the Service is provided:
100% uptime on an annual basis for electricity and/or air conditioning.
99% uptime on an annual basis and accessibility via the Internet to the virtual infrastructure created and allocated by the Customer.
B.) Virtual infrastructure created and allocated by the Customer:
99% uptime on an annual basis, for the availability of physical nodes (servers) hosting the virtual infrastructure.
99% uptime on an annual basis, for the availability of storage nodes (SAN) for storing critical data and information.
4. PLANNED MAINTENANCE
Time for planned maintenance is not counted in the Uptime calculation. Planned maintenance concerns activities regularly carried out by EDGE CLOUD to maintain the functionality of the Data Center resources by means of which the Service and the physical nodes that host virtual infrastructure is provided; both ordinary and extraordinary.
The implementation of the maintenance operations will be communicated to the Customer by EDGE CLOUD with at least 48 hours’ notice by email sent to the email address indicated in the contact list of the proposal. EDGE CLOUD is committed to making every reasonable effort to carry out the planned maintenance tasks at times with minimal impact to the Customer’s virtual infrastructure.
5. SERVICE SCOPE
EDGE CLOUD shall provide only the following support to the Customer below:
Take note that EDGE CLOUD shall make every reasonable effort to assist any customer related issues that are being raised to our Help Desk ticketing system.
Users cannot access the Edge Cloud Management Portal
Cloud Servers are unavailable in the tenant VPC.
Cloud servers cannot connect to the internet even with EIP.
Customer responsibilities and/or requirements in support of this Agreement are laid down in Article 3 of the General Terms and Conditions.
7. SERVICE PROVIDER REQUIREMENTS
Service Provider responsibilities and/or requirements in support of this Agreement include:
Meeting response times associated with service-related incidents.
Appropriate notification to Customer for all scheduled maintenance.
Providing detailed reports after the scheduled maintenance or outages.
8. DETECTING FAILURES AND/OR FAULTS
Any failures and/or faults of the resources of the Data Center by means of which the Service or the physical nodes that host the virtual infrastructure created and allocated by the Customer is provided, shall be reported by the Customer by opening a ticket on the service page Edge Cloud Helpdesk.
Failures or faults can be reported by the Customer to the EDGE CLOUD support service 24 hours a day. Any reports received will be promptly forwarded to the technical support strictly respecting the chronological order of receipt.
Monitoring by EDGE CLOUD is carried out using specific software packages that detect and indicate any failures or faults by notifying the support service which operates 24/7, 365 days a year in real-time.
8. DETECTING FAILURES AND/OR FAULTS
All request for the service shall be logged into EDGE CLOUD’s ticketing system and would be provided the following response times:
Operational Support – 8:00 AM – 6:00 PM Phone and Email support shall be immediately responded to within 15-30 minutes. Resolution of issues may require longer time depending on the severity of the concern./li>
On-Call Support – 24/7 After hours Email & Phone Support shall be responded accordingly by our On-Call Engineer within 15-30 minutes of any reported critical issues for customers availing our extended support plan.
Remote Resolution (via AnyDesk) – Issues that require remote diagnosis and repair will be responded to within 1 hour. EDGE CLOUD would require that customer representative be present on the remote site to assist and monitor the technical resolution. Resolution of issues may take 1 hour or longer depending on the severity of the issue.
Troubleshooting Calls (via Line App) – we recommend installing the Line App both to your mobile and your PC in order for our Engineers to make easy customer calls and do the troubleshooting of issues at an extended period of time.
10. SLA APPLICABILITY LIMITS
Listed below are the conditions in the presence of which, despite the occurrence of any malfunction, the Customer is not due any compensation provided by the SLA:
Due to a Force Majeure, i.e. events that, objectively, would prevent EDGE CLOUD’s staff from intervening to perform the tasks set out by the Contract which are EDGE CLOUD’s responsibility (merely by way of example and not exhaustive: strikes and demonstrations which block communication routes; road accidents; wars and acts of terrorism, natural disasters such as flooding, storms, hurricanes, etc.);
Extraordinary interventions to be carried out urgently at the sole discretion of EDGE CLOUD to avoid hazards to safety and/or stability and/or confidentiality and/or integrity of the virtual infrastructure created and allocated by the Customer and the data and/or information contained therein. Any execution of these measures will be communicated to the Customer via email sent to the email address provided when ordering with less than 48 hours’ notice, or at the start of the operations in question or in any case, as soon as possible.
Unavailability or blocks of the virtual infrastructure created and allocated by the Customer due to:
a) incorrect use, incorrect configuration or shut-down commands voluntarily or involuntarily performed by the customer.
b) faults and malfunctions of application/management software provided by third parties.
c) non-fulfilment or breach of Contract due to the Customer.
Fault or malfunction of the Service, or their failure or delayed removal or elimination due to non-fulfilment or breach of Contract by the Customer or to an abuse of the Service by the Customer.
Failure by the virtual infrastructure to connect to the public network voluntarily, or due to the Customer.
Causes that lead to total or partial inaccessibility of the virtual infrastructure created and allocated by the Customer due to faults in the Internet network beyond EDGE CLOUD’s perimeter, and therefore beyond its control (merely by way of example, failures or problems)