CitizenDeveloper.com Terms of Service
General Terms & Conditions | Service Specific Terms | Technical Documents | Sales Literature | Notification
A4000 SLA Availability
Last Modified: November 20, 2018
Sales Literature
Sales literature is not applicable for this SKU.
Service Specific Terms
This Service Level Agreement (SLA) is provided to assure Client’s that their software will always perform consistently and at peak levels.
SLA
During the Term of the Agreement for the Covered Service (as applicable, the “Agreement”), the Covered Service will provide the Metrics to Customer as specified in the table below (collectively, the “Service Level Objective ” or “SLO”). If CitizenDeveloper does not meet the SLO, and if Customer meets its obligations under this SLA, Customer will be eligible to receive the Financial Credits described for the period of Unavailability. This SLA states Customer’s sole and exclusive remedy for any failure by CitizenDeveloper to meet the SLO. Capitalized terms used in this SLA, but not defined in this SLA, have the meaning set forth in the Agreement. If the Agreement is the CitizenDeveloper Platform Reseller Agreement, then all references to Customer in this SLA mean Reseller, and any Financial Credit(s) will only apply for impacted Reseller order(s) under the Agreement. CitizenDeveloper utilizes third party services to meet the SLO outlined. CitizenDeveloper reserves the right to change third party service providers to provide the same or better SLO.
SKU | SLA | Metric | Remedy |
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A4000.1 | Standard Availability | 99.5% (Two-and-a-half nine’s) Monthly | Financial Credits |
A4000.2 | High Availability (optional) | 99.99% (four nine’s) Monthly | Financial Credits |
A4000.3 | Ultra High Availability (optional) | 99.999% (five nine’s) Monthly | Financial Credits |
all | Response Time | < 15 minutes inside of business hours
< 30 minutes outside of business hours |
Financial Credits |
all | Resolution Time | <60 minutes inside of business hours
<120 minutes outside of business hours |
Financial Credits |
Definitions and Terms
Term | Definition | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
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Covered Service | Covered service includes instances hosted as part of the CitizenDeveloper Compute Engine Service. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Uptime | Uptime refers to the target server’s ability to receive and process an input, typically a request from the internet. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Downtime | Downtime is the opposite of Uptime, and it occurs when a target server is unable to receive an input from the internet. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Availability | Availability refers to a specific service’s ability to process an input. In this case, the specific service is the CitizenDeveloper Application governed by this SLA, and it has Availability during a period of Uptime when it is able to process some User request and return a result.
There are three levels of Availability SLA, Standard, High Availability, and Ultra High Availability. Unless otherwise stated in an Order, your SLA is for Standard Availability. Note that the nature of the result returned is a function of the features of the software application itself. Therefore, while the existence of the result is covered by this SLA, its characteristics or qualities are not. Additionally, a perceived lack of Availability caused by the natural and intended behavior (including “bugs”) of a software Application (for example an application that invokes an unprotected infinite loop, or an application that generates inordinate requests for the resources it is assigned) does not constitute a period of Unavailability, as the application is functioning as it was configured to. |
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Unavailability | Unavailability is the opposite of Availability, and occurs during a period of Uptime when the CitizenDeveloper Application governed by this SLA is not able to receive some User request or to return some User result. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Planned Maintenance | Planned Maintenance is an important part of the SLA as it allows the Client to receive the most recent patches and updates and to maintain the highest levels of performance, security and compliance. Planned Maintenance requires advance notice, is typically scheduled during periods of minimum usage, and is not counted as Downtime or Unavailability. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Unplanned Maintenance | From time to time during a period of Uptime, emergency maintenance will be required to maintain the highest levels of performance, security and compliance. This Unplanned Maintenance does not require advance notice, could be scheduled at any time but is usually scheduled during periods of minimum usage, and is counted as Unavailability. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Response Time | During a period of Unavailability, Response time represents the time it takes for a CitizenDeveloper support team member to identify the Unavailability and to initiate a Resolution process. Response time is calculated using the following formula:
Response Time = Time Resolution Begins – Time Unavailability Began |
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Resolution Time | During a period of Unavailability (or other deficient metric), Resolution time represents the time it takes for a CitizenDeveloper support team member to restore Availability (or other deficient metric). It is calculated using the following formula:
Resolution Time = Time Metric is Restored – Time Metric Became Deficient |
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Metric | Metrics are either performing or for some period of time they may be underperforming. Underperforming Metrics are addressed by the SLA and may entitle the Customer to a Remedy. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
% Percentage Availability Metric (or % Percentage Uptime) | Frequently, Uptime and/or Availability Metrics are expressed as a ratio or a percentage as described below (example provided for Uptime and Downtime; also substitute the phrase “Availability” for “Uptime” and “Unavailability” for “Downtime”):
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Remedy | Remedies are the benefits provided to the Client as a result of an underperformance that is covered by this SLA. For any period of Unavailability, there are two possible Remedies;
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Customer Must Request Financial Credit | In order to receive any of the Financial Credits described above, Customer must notify CitizenDeveloper technical support within ten days from the time Customer becomes eligible to receive a Financial Credit. Customer must also provide CitizenDeveloper with server log files showing loss of external connectivity errors or other SLA metrics and the date and time those errors occurred. If Customer does not comply with these requirements, Customer will forfeit its right to receive a Financial Credit. If a dispute arises with respect to an SLA, CitizenDeveloper will make a determination in good faith based on its system logs, monitoring reports, configuration records, and other available information, which CitizenDeveloper will make available for auditing by Customer at Customer’s request. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Financial Credit Calculation | The Financial Credit will be calculated as follows:
Amount Due for Covered Service for Period * Resolution Time within Period / Duration of Period Note that Financial Credits do not “stack” across multiple metrics or multiple SLA’s during any period of underperformance. In other words, if multiple metrics underperform at the same time, the Financial Credit will only be calculated once as a Remedy for all of the simultaneously underperforming metrics. The aggregate maximum number of Financial Credits to be issued by CitizenDeveloper to Customer for any and all underperforming Periods that occur in a single specified period will not exceed 50% of the amount due by Customer for the Covered Service for the applicable period. Financial Credits will be made in the form of a monetary credit applied to future use of the Service and will be applied within 60 days after the Financial Credit was requested. |
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SLA Exclusions | The SLA does not apply to any: (a) features designated Alpha or Beta (unless otherwise set forth in the associated Documentation), (b) features excluded from the SLA (in the associated Documentation), or (c) errors: (i) caused by factors outside of CitizenDeveloper’s reasonable control; (ii) that resulted from Customer’s software or hardware or third party software or hardware, or both; (iii) that resulted from abuses or other behaviors that violate the Agreement; or (iv) that resulted from quotas applied by the system and/or listed in the CitizenDeveloper tools. A complete detailing of SLA Exclusions can be found at https://www.citizendeveloper.com/legal and are hereby fully incorporated herein as the list of SLA Exclusions applicable to this Agreement. |
Technical Documents
Title | Link / Definition |
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Technical documents are not applicable for this SKU. |