Service Level Agreement (SLA)
DC74 LLC (“DC74”) is committed to providing minimum service levels and additional services which support the overall operation of the Premises at no additional charge to Customer. The Service Level Agreement (SLA) addresses critical operating functions of DC74’s Data Centers including UPS, generator backup service, network transit, cooling and humidity levels. DC74 also maintains all non-critical operation services, including janitorial services, preventative maintenance on HVAC, generator and UPS systems at no additional charge to the customer.
All DC74 services, are supported by the following Service Level Agreement (SLA). Should DC74 not meet its minimum obligations, the credit rates set forth below will be issued to the customer’s account if requested and approved by DC74.
Requests for all SLA violations must be made in writing by emailing firstname.lastname@example.org within thirty (30) days of the reported violation. An automated reply with a ticket ID number will be issued by DC74’s ticketing system, and will serve as e of the SLA violation request. A detailed list of the violation including date, time and service unavailability must be provided, along with any additional information that may be requested by DC74’s billing, support, or customer services departments.
- Power Availability Guarantee
DC74 guarantees that AC and/or DC power will be available to the customer’s space, rack or cage 100% of the time with purchase of an A/B configuration. DC74 guarantees 99.99% power availability of A feed power of either AC and/or DC power. Should DC74 fail to meet the Power Availability Guarantee, DC74 upon customer’s SLA violation request will issue a credit to the customer’s next monthly billing invoice. A power outage is defined when customer loses complete power to a rack or cabinet dedicated circuit. A power outage does not include failure of customer equipment connected to the circuit commonly referred to a rack PDU. The credit will be based upon the client’s monthly service billing for specific power fees. A credit will not be issued for failure of a single side of an A+B power configuration. The following credit schedule will be issued to the customer for violation of the Power Availability Guarantee:
A Side (single circuit) SLA credit:
Length of Power Unavailability Credit Against Monthly Services Less than 5 minutes 0% 5 to 60 minutes 10% 61-120 minutes 25% 121-360 minutes 50% 361 minutes and above 100%
A+B side (dual circuit to single PDU) SLA Credit
Length of Power Unavailability Credit Against Monthly Services Less than 5 minutes 5% 5 to 60 minutes 25% 61-120 minutes 50% 121-360 minutes 100%
Power Availability Guarantees do not apply to A Side (single circuit) power customers during temporary power outages from scheduled maintenance windows announced to customers with at least 72 hours notification, emergency maintenance windows, or tripped breakers due to customers operating above 80% of the breaker rating.
- HVAC commitment
DC74 commits to providing average temperatures of 65-78 degrees Fahrenheit over a 24 hour period within the cold aisles of the data center. Temperature fluctuations may temporarily occur in the 64-80 degree Fahrenheit range. DC74 does not guarantee any temperature ranges inside of cabinets. If DC74 does not meet its HVAC commitment guarantee in any twenty-four (24) hour period, DC74 will issue a credit to the customer’s account for the actual days that service was not in compliance for the HVAC commitment. DC74 reserves the right to modify the upper and lower limits in accordance with ASHRAE recommendations for data center operations of equipment.
DC74 will issue a daily credit, equivalent to 1/30 of the customer’s monthly charges for each day service is in non-compliance with DC74’s HVAC commitment.
- Relative Humidity Commitment
DC74 commits to providing average relative humidity of 40%-50% within the data center measured over a 24-hour period. Operating percentages may fluctuate in the range of 40-55%. DC74 does not guarantee any humidity percentages inside of cabinets. If DC74 does not meet its Relative Humidity Commitment guarantee in any twenty-four (24) hour period, DC74 will issue a credit to the customer’s account for the actual days that service was not in compliance for the Relative Humidity Commitment. DC74 reserves the right to modify the upper and lower limits in accordance with ASHRAE recommendations for data center operations of equipment.
DC74 will issue a daily credit, equivalent to 1/30 of the customer’s monthly charges for each day service is in non-compliance with DC74’s Relative Humidity commitment.
- Network Transit Availability
DC74 guarantees a 99.999% network uptime guarantee providing uninterrupted transit to the internet (as measured on a monthly basis with a VRRP configuration (dual routing from DC74 core networking equipment). DC74 guarantees a 99.99% network uptime guarantee, providing uninterrupted transit to the internet (as measured on a monthly basis with a single network circuit configuration. Interrupted transit is defined as 100% packet loss to the internet. DC74 also guarantees Zero packet loss internal to DC74’s network. DC74 upon customer’s SLA violation request and approval, will issue a credit to the customer’s next monthly billing invoice. A network transit availability does not include failure of customer equipment connected to the network circuit, commonly referred to a customer’s switch, router, or firewall. The credit will be based upon the client’s monthly service billing for specific network transit fees. The following credit schedule will be issued to the customer for violation of the Network Transit Availability Guarantee:
99.99% Network Uptime – Single network circuit
Length of 100% packet loss Credit Against Monthly Services Under 60 minutes 0% 60-120 minutes 10% 121-360 minutes 25% 360 minutes and above 50%
99.999% Network Uptime – VRRP Configuration
Length of 100% packet loss Credit Against Monthly Services Under 5 minutes 10% 5-60 minutes 25% 60-120 minutes 50% 121 minutes and above 100%
- Qualified Service Outage – Qualified Network Service Outage exists when you are unable to transmit and receive data and the Company’s records such an event. Customer shall not receive any credits under the Qualified Service Outage which is caused by or associated with:
- Caused by customer directly
- Caused by failure of customer’s equipment
- Caused by customer intentionally or unintentionally for failure to adhere to data center policies, rules and regulations
- Due to failure of power, equipment, facilities, connections or equipment not provided by DC74
- Due to a force majeure event as defined in the MSA
- Violations not reported within 30 days of the violation.
- Circumstances beyond the Company’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, or labor disturbance, interruption of or delay in transportation
- Unavailability of or interruption or delay in telecommunications or third party services, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts)
- Attacks by viruses or hackers, including Distributed Denial of Service (DDoS) attacks against the Company or the Company’s network
- Scheduled maintenance, system upgrades, or emergency maintenance
- DNS or Domain Registry issues outside the direct control of the Company including DNS and Registry propagation issues and expiration
- Customer’s acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CFM, ASP, CGI, Perl, HTML, etc), server or software administration by the customer
- Any negligence, willful misconduct, or use of the customer’s account in breach of Company’s Terms of Service Agreement or Acceptable Use Policy
- Delays in email delivery, Issues with 3rd party email systems, including refusal or rejection of email by 3rd party mail systems
- Outages elsewhere on the Internet that hinder access to your account. The Company is not responsible for browser, DNS, or other caching that may make your web site or email appear inaccessible when others can still access it. The Company will guarantee only those areas of the Internet considered under the control of the Company’s links to the Internet, the Company’s routers, and the Company’s servers themselves.
- Invoice Credits
SLA violations will result in a credit issued to customer’s next monthly invoice for that affected service provided. Should the specific service not renew, the credit will be placed on the customer’s account to be issued against the customer’s next generated invoice. Should no service be a renewable term service indicating that the customer has effectively terminated all services, a refund will be issued to the customer for an equivalent dollar amount to the credit payable to the customer within sixty (60) days.