The purpose of this document is to define the service level metrics that Cloud A will deliver when providing cloud infrastructure services: IaaS and PaaS. This document will also define what commercial compensation will be provided if Cloud A does not deliver according to the stated metrics.
This Service Level Agreement (“SLA”) forms part of the agreement between the customer and Cloud A and is effective as of the date of release, as shown below, and applicable to all active cloud infrastructure services.
Date - 6th November 2013
Version - 1.0
Notes - First Revision
The following terms have the meanings set forth below when used in this SLA:
Acceptable Use Policy
Compliance required by both parties to the use of Cloud A Services, as described in https://www.clouda.ca/other/tos/.
Service credit claims must be submitted in writing, within 30 days from the SLA violation to which they refer, via email to email@example.com.
A customer is not entitled to receive a service credit in the following cases:
If any downtime was caused by customer initiated actions whether implemented by customer or by Cloud A;
If any downtime was caused by an operating system or application malfunctioning or misuse by the customer and not a failure on the underlying network and physical host infrastructure directly and solely managed by Cloud A;
If any downtime was due to Scheduled Maintenance and within the defined Maintenance Window announced;
If any downtime was due to a Force Majeure event;
If the customer had his account suspended for any day of the month under analysis caused by non-payment of the usage fees;
Downtime due to the acts or omissions of the customer, its employees, agents, third party contractors or vendors;
Any event or condition not wholly within the control of Cloud A and violations of its Acceptable Use Policy.
Service Level Guarantees