Secure Cloud SLA

With most providers, Four Nines is the goal and you only achieve real remediation at Two Nines (AKA: 99% or 1.68 hours downtime) and that only if you apply for service credits and you document the outages to the satisfaction of the provider!
VMsources offers an unparalleled SLA which is more client-centric than any other SLA offered by a Cloud Compute provider, including the Big Cloud!
VMsources sets our standards higher for your Secure Cloud Compute and DRaaS workloads: Five nines is our goal, and you will receive automatic remediation credit for your next month billing cycle for any availability less than that!
 
Availability % Level Downtime per Month VMsources Remediation/Credit Big Cloud Remediation/Credit
Below 95% One Nine Greater than 432 minutes 100% of monthly charges 30% of monthly charges
Below 99.9% Two Nines Greater than 43.83 minutes 100% of monthly charges 10% of monthly charges
99.9% Three Nines 43.83 minutes 50% of monthly charges 10% of monthly charges
99.95% Three Nines + 21.92 minutes 25% of monthly charges 10% of monthly charges
99.99% Four Nines 4.38 minutes 10% of monthly charges No Credit
99.999% Five Nines 26.30 seconds Goal  

VMsources Secure Cloud SLA applies to (scope) outages related to cloud infrastructure including Compute, Storage and Network components of your Secure Cloud. Reasonable maintenance to be performed during mutually-agreed upon maintenance windows and outside of production hours, will not be factored into downtime calculations and will not result in remediation.

Downtime that is the result of client-initiated Change Management, where that Change Management request was correctly implemented by VMsources will not be factored into Downtime.

Services provided by vendors outside the scope of the Secure Cloud SLA, such as ISP and Hosting facility, are covered directly by those vendors SLA, and remediation/credit will be provided as a direct pass-through from the vendor where and when justified.

VMsources bills in advance for Secure Cloud, and any remediation/credit due will be automatically applied to the next months invoice. If you think that you are due remediation/credit for outages that are on your invoice, please call for an adjustment.

 
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