Service level agreement
Service Level Agreement
This agreement regulates the following service types:
- Administration services
- Auxiliary services
- Customer Support services (aka helpdesk)
- Mission-critical services
Administration services provide the ability for the customer to manage their paid resources. These include the web user interface, APIs, authentication, etc.
Administration services shall have no more than 1% unplanned downtime in any given month.
Planned downtime shall be minimized as much as possible, and announced to customers in reasonable time. What is reasonable depends on the urgency of the operation; for instance, installing critical security patches will be done on short notice, while other maintenance tasks may be announced days ahead.
These are services that part of the Arctic Cloud offering, but are not critical to the management or availability of paid resources. Examples are (but not limited to) helpdesk (support.arcticcloud.com) and our status page (status.arcticcloud.com). Common to these is that downtime in any of them does not impact mission-critical services, and is therefore not noticeable to the customer's users.
For auxiliary services there is no uptime guarantee.
We offer support by email (firstname.lastname@example.org) and web (support.arcticcloud.com). Support requests are answered by the end of the next business day.
Mission-critical services are the services required for continuous availability of the customer's paid resources. Example: Keeping instances running and accessable over the network. The remainder of this document concerns primarily availability for mission-critical services.
Mission-critical Service Level Objective
ACDC commits to use commercially reasonable efforts to ensure that our products are available within a Monthly Availability Percentage of at least 99.95% during a given calendar month. In the event that ACDC fails to meet this commitment, you will be eligible to receive a Service Credit as defined below.
The following definitions shall apply for purposes of this Service Level Agreement:
A «Service Credit» is a monetary credit that we may imburse an eligible account. Service Credits are calculated as a percentage of the total charges paid by you (excluding one-time payments such as upfront payments) for a specific service or product. The amount and method of calculation of a Service Credit is described in connection with each service.
Executing a Service Credit claim
In order for ACDC to consider a Service Credit claim, you must submit the claim to our customer support by email within 30 days after the end of the billing cycle in which the incident that is the subject of the Service Credit claim occured. You must show that your use of our services was adversely affected in some way as a result of the downtime to be eligible for the credit. The email must have the words «SLA Service Credit Claim» in the subject line. You must provide all information necessary for us to validate the claim, including but not limited to:
Your Service Credit claim will normally be evaluated within 5 days of your submission of the claim.
Products Specific Service Level Agreements
We aim for a service availability of 99.9% or higher. ACDC commits that Compute services will be available 99.99% or more of the time in a given calendar month.
Compute services will be deemed available unless:
If we fail to meet this commitment, bar any limitations and exemptions outlined below, you will be eligible for a Service Credit. We will credit you 25% of your monthly charge for this service.
ACDC commits that Volume Storage services will be available 99.95% or more of the time in a given calendar month. Volume Storage services will be deemed available unless:
If we fail to meet this commitment, bar any limitations and exemptions outlined below, you will be eligible for a Service Credit calculated as follows:
Limitations and Exemptions
You are not entitled to a Service Credit if downtime would not have occurred but for your breach of our Terms of Service or Acceptable Use Policy or your misuse of services or actions that result in account suspension or termination of any services.
You are not entitled to a Service Credit for downtime or outages resulting from force majeure events. (see Terms of service)
You are not entitled to a Service Credit for downtime or outages due to factors outside ACDC's reasonable control, including failures, acts or omissions of our internet upstream providers beyond the demarcation point of ACDC and failures of the internet in general.
You are not entitled to a Service Credit for downtime or outages resulting from actions of third parties, including but not limited to, Denial of Service attacks, security compromises, virus activity, hacking attempts, or any other circumstances that are not within our control.
You are not entitled to a Service Credit for downtime or outages resulting from attributable acts by persons gaining unauthorized access to services by means of your passwords or passphrases or encryption keys or access tokens or equipment or otherwise resulting from your failure to follow appropriate security practices.
You are not entitled to a Service Credit for downtime or outages resulting from acts or omissions of you or your users or by your use of services in a manner inconsistent with the features or functionality of the services or inconsistent with published documentation, guidance or advise from ACDC.
You are not entitled to a Service Credit for downtime or outages resulting from your use of hardware, software or services not provided by ACDC as part of our services. This includes third-party software or services purchased or acquired from vendors offering their services on the ACDC platform.
You are not entitled to a Service Credit for downtime or outages resulting from actions or activities due to our compliance with demands or orders from Law Enforcement.
You are not entitled to a Service Credit for downtime or outages resulting from any announced maintenance.
You are not entitled to a Service Credit if the downtime or outage is not of a general nature, and you have not reported this to us within a reasonable time period to alert us that we are in the process of breaching or have breached the SLA so we can mitigate the problem.
You are not entitled to a Service Credit for not being able to allocate more resources due to exceeding your account quotas or issuing improperly formed API requests.
The Service Level Agreement does not cover any products not released for General Availability or indicated as being in testing.
The Service Level Agreement does not cover any products or services offered free of charge or under a rebate or voucher scheme for preview or testing purposes, or under a sponsorship agreement.
Service Credits will not entitle you to any refund or other payment from ACDC. A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than 10 Norwegian Krone. Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the Agreement, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide services covered by this SLA is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA. If availability is impacted by factors other than those used in our Monthly Uptime calculation, then we may issue a Service Credit considering such factors at our discretion.
Notwithstanding anything in this Service Level Agreement to the contrary, the maximum total credit for the monthly billing period, including all guaranties, shall not exceed 25% of fees for the product that you are making a claim towards in the billing period covering the breach of SLA.
- «Unavailable» and «Unavailability» means that your deployed services (compute, network, storage or similar services) do not respond to API or external network requests, despite proper configuration.
- «Region» means a particular physical data center location where the affected service exists.
- «Region Unavailability» mean that more than one Availability Zone in which you are running a service, within the same Region, is Unavailable to you. If the affected service does not offer more than one Availability Zone, and that Availability Zone is Unavailable, the region is also defined as unavailable.
- «Monthly Availability» means a monthly availability percentage calculated on a per customer, per Region basis, for a given calendar month, minus any Unavailability due to accounted maintenance windows.
- The UUID of the instance/volume/object or service that was affected.
- Detailed descriptions of the incident, the exact time and date of the incident, the duration of the incident and any attempts made by you to resolve the incident, including contacting ACDC.
- Any logs that document the errors and corroborate your claimed outage.
- A redundant set of compute instances inside a Region is not able to serve their redundantly deployed services.
- You are not able to recover from a failure by starting a new instance inside the region.
- The Compute API returns a server error response to a valid API request during two or more consecutive 90 second intervals.
- The Compute API does not respond to API requests.
- Your compute instances does not have network connectivity to other compute instances and/or to the internet.
- None of the servers in the pool servicing your DNS zone return successful responses to valid DNS requests.
- The Volume Storage API returns a server error response to a valid API request during two or more consecutive 90 second intervals.
- The Volume Storage API does not respond to API requests.
- A Volume Storage volume attached to a Compute Instance does not respond to read and/or write IO operations, with pending IO in the queue, for more than 10 seconds.