CitizenDeveloper.com Terms of Service
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A4300 SLA Addendum – Disaster Recovery
Last Modified: December 31, 2019
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 Clients that in the event of a major disaster their software will quickly return to peak operating status.
Most Vendors provide only an Uptime SLA and/or an Availability SLA, and as a result, disaster recovery issues perceived by the Customer are frequently not covered. CitizenDeveloper addresses these concerns through an additional level of protection for the Client, a Disaster Recovery SLA Addendum, that covers restoration after a wide range of disastrous incidents.
SLA Terms
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 in the event of a critical system shutdown resulting from some natural or man-made disaster, 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 |
|---|---|---|---|
| A4300.1 | Recovery Point Objective |
Local System, Local Backups – No remedy Local System, CD Cloud Backups – Last successful backup CD Managed System – Last successful backup |
Financial Credits |
| A4300.1 | Recovery Time Objective |
Local System, Local Backups – No remedy Local System, CD Cloud Backups – Available for retrieval by Client within 4 hours. CD Managed System – Begin recovery immediately, complete within 8 hours (subject to data transfer volume). |
Financial Credits |
| A4300.2 | Recovery Point Objective |
Local System, Local Backups – No remedy Local System, HA Backups – Last successful backup CD Managed HA System – Point of Outage or Last successful backup |
Financial Credits |
| A4300.2 | Recovery Time Objective |
Local System, Local Backups – No remedy Local System, HA Backups – Available for retrieval by Client within 1 hour. CD Managed HA System – Begin recovery immediately, complete within 8 hours (subject to data transfer volume). |
Financial Credits |
| A4300.3 | Recovery Point Objective |
Local System, Local Backups – No remedy Local System, UHA Backups – Last successful backup CD Managed UHA System – Point of Outage or Last successful backup |
Financial Credits |
| A4300.3 | Recovery Time Objective |
Local System, Local Backups – No remedy Local System, UHA Backups – Immediate availability for retrieval by Client CD Managed UHA System – Begin recovery immediately, complete within 1 hour (subject to data transfer volume). |
Financial Credits |
Definitions and Terms
| Term | Definition |
|---|---|
| Recovery Point Objective (RPO) | Your RPO is a determination of how far back in time you are willing to go to choose a complete data backup to restore. Essentially, it is a measure of how much of your most recent data you are willing to lose in the event of a disaster. |
| Recovery Time Objective (RTO) | Your RTO is a determination of how quickly you will need your environment restored in the event of a Disaster. It is essentially a measure of how long your organization can be without the use of the Application. |
| Local | Any system that is managed or maintained by the Client will not receive a remedy under this SLA. |
| CitizenDeveloper (CD) Managed Ultra High Availability | Any geo-redundant system managed and maintained by CitizenDeveloper on behalf of the Client. The goal for UHA systems are (a) no periods of unavailability and (b) no possibility of disaster (except for malicious intent). |
| Disaster | During a period of Availability, any natural or man-made incident resulting in a critical failure of software availability. |
Technical Documents
| Title | Link / Definition |
|---|---|
| Technical documents are not applicable for this SKU. |