Service level agreement

This 99.3% (higher level) and 98.9% (lower level) Uptime Service Level Agreement (this “SLA”) supplements the Terms of Service , and together such documents, and others referenced in the Terms of Service, form a binding agreement (the “Agreement”) between Sonassi Hosting and the Customer. Terms defined in the Terms of Service will have the same meaning when used in this SLA.

This SLA does not apply to any feature of the Service not specifically identified in the SLA, or to any feature Sonassi Hosting identifies as “beta.” If Sonassi Hosting chooses to provide SLA credits for beta features, such choice will not impose any obligation on Sonassi Hosting, and Sonassi Hosting may reverse such choice at any time.

I. REMEDIES FOR SERVICE FAILURE

This SLA lists certain Sonassi Hosting standards for provision of the Service, and it offers Customers a Service Credit (as defined below) for any failure to meet those standards. This SLA also lists several additional Service standards—standards of quality Sonassi Hosting strives to meet, even though they’re not guaranteed or subject to credits, and even though Customer might not notice any failure to meet some of them.

A. Customer Credit

(1) If the Service does not achieve the performance levels described, Sonassi Hosting will provide Customer with a Service Credit (as defined below).

(2) A Service Credit is a credit equivalent to the cost of one days (24 hours) hosting. (For example, where applicable: a Failure lasting 24 or more hours would result in a credit of the cost of 24 hours worth of hosting.) No credit will exceed one hundred percent (100%) of Customer’s fees for the Service feature in question for the then-current billing month. (For example, a 24 hour failure of a server billing at £120.00 per month, would generate an SLA credit of £3.84, hourly cost, x hours down past the 24 hour boundary.)

II. SERVER UPTIME

Individual servers will deliver 99.3% or 98.9% (as applicable) uptime as monitored within the Sonassi Hosting network by Sonassi Hosting monitoring systems. Only failures due to known Sonassi Hosting problems in the hardware and hypervisor layers delivering individual servers constitute Failures and so only they are covered by this SLA. Examples of Failures include power interruptions, hardware problems such as failures to a hard drive or power supply, and failures to the hypervisor environment supporting Customer servers. Problems related in any way to the Customer server operating system or any other software on the customer server, or to the actions of Customers or third parties, do not constitute Failures and so are not covered by this SLA.

III. PERSISTENT STORAGE

Sonassi Hosting will make reasonable efforts to ensure that server storage is “persistent”. In the event of hardware or software Failures as defined in Part II above (Server Uptime), Sonassi Hosting will attempt to return the Customer server to service in the same state as it was prior to the failure, including:
Networking configuration such as public and private IP addresses and VLAN; Operating system and existing configuration; Application software as configured by Customer; and Data.

Furthermore, these efforts will include supporting the Customer via telephone, email or support ticket (via theclientarea.info) at the Customer’s choosing.

Sonassi Hosting is not required to make more than commercially practical efforts, and Sonassi Hosting will determine in its sole discretion the extent of effort appropriate in recovering Customer environments and data. Recovering data after more than one disk fails in a RAID array or other comparably complex recoveries are beyond the scope promised.

IV. NETWORK PERFORMANCE

Sonassi Hosting will deliver 99.7% Uptime, as defined in Part III.B below. In addition, Sonassi Hosting will deliver network performance meeting or exceeding the specifications listed in this Part III.

A. Network Performance Terms
“Latency” refers to the amount of time it takes for a packet of data to travel from one point to another.
“Network Outage” means an unscheduled period during which IP services are not useable due to capacity-constraints on the Sonassi Hosting network or a hardware failure in the Sonassi Hosting network.
“Packet Loss” means Latency in excess of 10 seconds.

B. Internal Network Performance

“99.7% Uptime” means the following, all as described in this Part II.B:
Network Outage: None
Packet loss < 0.1%
Latency < 5ms
Jitter < 0.5ms

C. Limitations

This SLA does not cover (without limitation): (a) network performance to Customer’s physical location or internet access point (such as a local DSL/cable modem); or (b) failures due to denial of service attacks.

V.SUPPORT RESPONSE

A tracking number will automatically be provided to Customer promptly after opening of the Case, and a human support engineer will review the support request within the timeframe listed above. Sonassi Hosting may reclassify any Case misclassified as falling into one of the EMERGENCY categories listed above, and such Case will not qualify for EMERGENCY treatment. Resolution and repair times vary, and this SLA does not address them.

VI. DOMAIN NAME SERVICES

Primary DNS availability: 100%

“DNS” means domain name server. A period of DNS failure is any time during which 100% of Sonassi Hosting’s Domain Name Servers simultaneously fail to respond to requests for name resolution. This SLA does not guarantee propagation of DNS data across the Internet or the hosting of secondary DNS service for Customer’s primary domain in another location, and it does not guarantee against zone inaccuracies due to operator error.

Credits for this Part VIII will be issued against previously stated credit calculations.

VII. PHYSICAL SECURITY

24 x 365 site security monitoring

Sonassi Hosting will ensure the existence of CCTV recording, code secured doors, and key access doors between the computer server hosting facilities and main facility at all times.

VIII. 24 x 365 ENGINEERING SUPPORT

24 x 365 Engineering Support

Sonassi Hosting will maintain support engineers passively on duty 24 hours per day, every day of the year, monitoring Sonassi Hosting’s network operations centre and assisting customers. These engineers will provide support by telephone, email or support ticket (via theclientarea.info).

IX. TERMS OF SERVICE / THE AGREEMENT

Terms defined in the Agreement will have the same meaning when used in this SLA. In the event of any conflict between this SLA and the Agreement, the Agreement will govern.

“Uptime” refers to network performance, as defined in Part IV.B above.