Can you rely on your vendors to honor their Service-Level Agreements to the letter? Or do you often encounter resistance and hedging when initiating an SLA claim?
We think SLAs should be easy to understand, and even easier to remediate. That's why we offer an unparalleled SLA, which we guarantee is more client-centric than any other SLA offered by any Cloud Compute provider--including the Big Cloud!
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 even when it's obvious, you still have to apply for service credits, which require you document the outages to the never-fulfillable satisfaction of the provider!.We set our standards higher! For all your vCloud 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|
Our Secure Cloud SLA applies to (scope) outages related to cloud infrastructure including Compute, Storage and Network components of your vCloud. 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.
NOTE: 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.
NOTE: Services provided by vendors outside the scope of the vCloud 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