We are pleased to announce that we released our Cloud SLA this AM! We're excited about rolling into production and believe it is a meaningful statement that supports our passion to deliver Enterprise service levels to the Cloud.
For those of you that would like a detailed read you can go here: OpSource Cloud SLA
For folks interested in the cliff notes take a quick read of the following:
OpSource Cloud™ SLA (Service Level Agreement)
100% Network Uptime Standard
OpSource guarantees 100% availability of the OpSource Cloud Network. The OpSource Cloud Network is comprised of the border routers, firewalls, load balancers, and switches. For purposes of this SLA, the uptime guarantee does not include the dedicated Customer systems or Operating System layer. The OpSource Cloud Network will be deemed 'available' if the networking components are available and responding to OpSource monitoring tools as designed and in a non-degraded manner (as evidenced in the OpSource monitoring tool).
100% Server Uptime Guarantee
OpSource guarantees 100% availability of individual servers within the OpSource Cloud environment. For purposes of this SLA, only failures due to hardware and hypervisor layers delivering individual servers are covered. The individual server will be deemed 'available' if the virtualization hardware and hypervisor layers delivering individual servers are available and responding to OpSource monitoring tools as designed and in a non-degraded manner (as evidenced in the OpSource monitoring tool).
30 Minute Support Response Time Guarantee
OpSource guarantees OpSource Support personnel shall review and update any Case submitted via the OpSource Community within 30 minutes for EMERGENCY Cases and within 120 minutes for all other cases. EMERGENCY Cases are considered any Case where a server is down and unavailable. OpSource may reclassify, at its sole discretion, any Case misclassified as an Emergency Case, and such Case will not qualify for EMERGENCY treatment. Resolution and repair times vary, and therefore not covered under this SLA.
<1 ms Latency Guarantee
OpSource guarantees a latency of less than 1 ms for the transfer of data packets from one server to another within the OpSource Cloud environment and within the same network (VLAN). Latency measurements are based on OpSource standard monitoring systems. Latency between separate networks (VLAN's) are not covered under this SLA.
In the event of a failure to meet the 100% Network Uptime Standard or 100% Server Uptime Guarantee, the duration of such failure period will be considered downtime. In the event of failure to meet the Support Response Time Guarantee, the duration of time beyond the allotted response time shall be considered response delay. In the event of failure to meet the Latency Guarantee, the duration of time with latency equal to or exceeding 1 ms shall be considered latency degradation. The Customer will accrue Service Credits based on the following metrics.
Thanks for using the OpSource Cloud!