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.
- ISP: https://www.cogentco.com/files/docs/network/performance/global_sla.pdf
- Hosting (CoreSite 100% Guarantee): https://www.coresite.com/about/why-coresite
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.