CitizenDeveloper.com Terms of Service
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A4100 SLA Addendum – Performance
Last Modified: November 20, 2018
Sales Literature
Sales literature is not applicable for this SKU.
Service Specific Terms
This Addendum to the Service Level Agreement (SLA) is provided to assure Client’s that their software will always perform consistently and at peak levels.
Most Vendors provide only an Uptime SLA and/or an Availability SLA, and as a result, performance issues perceived by the User are frequently not covered by those SLA’s. In fact, there are a wide range of both Uptime and Availability scenarios in which a User’s perceived performance can still feel degraded but for which no response, resolution or remedy under an SLA applies. CitizenDeveloper addresses these concerns through an additional level of protection for the Client, an Application Performance SLA Addendum, that covers the common performance offenders below. Do not be misled – If the below offenders are not specifically addressed by an SLA, then there is no assurance of “good performance” by that application:
- IOPS (Server Disk Input/Output)
- Throughput
- Transactions per Minute
- Page Response Time
SLA
This SLA exists as an Addendum to the Service Level Agreement (SLA) – Availability, and is subject to the terms and conditions therein.
During the Term of the Agreement for the Covered Service (as applicable, the “Agreement”) and during any period of Availability, 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 underperformance. This SLA Addendum 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.
| SKU | SLA | Metric | Remedy |
|---|---|---|---|
| A4100.3 | Maximum IOPS (Server Disk Input/Output) | Read IOPS per GB: 30 Write IOPS per GB: 30 Read IOPS per Instance: 25,000 Write IOPS per Instance: 25,000 |
Financial Credits |
| A4100.3 | Maximum Throughput | Read Throughput per GB: 0.48 MB/s Write Throughput per GB: 0.48 MB/s Read Throughput per Instance: 240 MB/s Write Throughput per Instance: 240 MB/s |
Financial Credits |
| A4100.3 | Maximum Transactions per Minute | Read Transactions: 360,000 Write Transactions: 120,000 |
Financial Credits |
| A4100.2 A4100.3 |
Page Response Time | HTTPS average Simple Page Load time: 1.7 seconds | Financial Credits |
| A4100.1 A4100.2 A4100.3 |
Response Time | 1 business day | Financial Credits |
| A4100.1 A4100.2 A4100.3 |
Resolution Time | 2 business days | Financial Credits |
Definitions and Terms
| Term | Definition |
|---|---|
| IOPS | For small reads and writes, where the limiting factor is random input/output operations per second IOPS. |
| Throughput | For large reads and writes, where the limiting factor is throughput. |
| Transactions per Minute | The ability of the Server to process data transactions. |
| Page Response Time | Pages may be designed by the Customer to incorporate a vast range of content, automation and complexity. Pages can be very simple and require little in the way of data or calculation, or Pages can be very large, require significant amounts data, and command significant processing resources in order to produce. For this reason, there is no reasonable way to guarantee that all of a Customer’s pages will load in a specific time period, unless the guarantor is given the right to modify the content of the pages themself; of course, this is unacceptable for most Customers. Therefore, this SLA calculates Page Response Time by looking at a “Simple” Page as designated by CitizenDeveloper, which is either a standard test page included within the application, or could be a generic authentication page or administration page. Also note that Page Response Time will be calculated as an average of ten load attempts, with the first three load attempts removed from the calculation. Lastly Page Response Time does not apply when IOPS, Throughput or Transactions as defined above are the limiting performance factor as they are covered under their respective terms. |
Technical Documents
| Title | Link / Definition |
|---|---|
| Technical documents are not applicable for this SKU. |