This Service Level Agreement (the “SLA”) as referred to in, and supplements, forms part of and is subject to Cirrus’ TERMS of SERVICE, as amended and supplemented from time to time (the “Agreement”). All provisions contained in the Agreement govern the below Service Level Agreements except as expressly modified below.
Cirrus offers three models of service as follows:
1. Cloud service model.
- Customer neither purchases nor owns the infrastructure necessary to provide the Service Offering.
- Infrastructure is housed and maintained in purpose built data center facilities.
- Systems are designed and engineered for high availability
2. On-Premise Standard service model.
- Customer neither purchases nor owns the infrastructure necessary to provide the Service Offering.
- Hosting infrastructure is housed and maintained on the Customer's premises.
- Systems are designed and engineered for high availability
3. On-Premise Appliance service model.
- Customer purchases and owns the hardware appliance required to host the Virtual Machines.
- Appliance infrastructure is housed and maintained on the Customer's premises.
- Systems are generally not designed and engineered for high availability
Cirrus will use commercially reasonable efforts to ensure that each unique Horizon DaaS Enterprise Center Console instance and all virtual desktops managed under that instance (collectively, an “Instance”) purchased by a customer of the Service Offering (“you” or “Customer”) is “Available” during a given calendar month equal to 99.9% (“Service Commitment”). This SLA and the refunds set forth herein (the “Service Credits”) represent Cirrus’ obligation for our failure to meet the Service Commitments.
Availability in a given month is calculated according to the following formula:
“Availability” = ((total minutes in a calendar month – total minutes Unavailable) / total minutes in a calendar month) x 100
Note: None of the Service Commitments or Service Credits noted below, apply to hardware related problems that may be experienced in an on-premise appliance model.
Network Up-time
Cirrus commits to 99.9% network up-time for our internal network underlying the Service Offering, excluding scheduled maintenance. Notwithstanding the foregoing, you recognize that the Internet is comprised of thousands upon thousands of autonomous systems that are beyond the control of Cirrus. This SLA and the 99.9% Network Up-time Service Commitment cover the provision of access by Cirrus to the private “cloud” hosted desktop service. Routing anomalies, asymmetries, inconsistencies and failures of the Internet outside of the control of Cirrus can and will occur, and such instances shall not be considered any failure of the 99.9% Network Up-time Service Commitment. Cirrus proactively monitors network up-time. The results of these monitoring systems shall provide the sole and exclusive determination of network up-time.
Infrastructure Up-time
Note: This section does not apply to the on-premise appliance model.
Cirrus commits to the critical infrastructure systems being available 99.9% of the time in a given month, excluding scheduled maintenance. Critical infrastructure systems include all power and HVAC infrastructure, including UPS, PDU and cabling. Critical infrastructure systems do not include any software or services running on a server, nor do they include any server hardware. Cirrus proactively monitors infrastructure availability. The results of these monitoring systems shall provide the sole and exclusive determination of infrastructure availability.
Host Up-time
Note: This section does not apply to the on-premise appliance model.
Cirrus commits to 99.9% availability of all production server hosts, including compute, storage and hypervisor. If a server host fails, we guarantee that restoration or repair will be complete within two hours of problem identification.
If a server migration is required because of server host degradation and requires service downtime, we will notify you at least 24 hours in advance of beginning the migration, unless we determine, in our reasonable judgment, that we must begin the migration sooner to protect your server data.
Cirrus proactively monitors host up-time. The results of these monitoring systems shall provide the sole and exclusive determination of host up-time.
Service Credits
In the event that Service Commitments as stated above (excluding scheduled maintenance) are not met, you may request 1 "Service Credit" and 1 additional Service Credit for each additional 300 minutes the Service Offering was not available. A Service Credit is an amount equal to 15% of the monthly Service Offering recurring subscription invoiced by Cirrus.
Service Credit Requests
All SLA claims should be communicated via a Ticket in support.cirrusdynamics.com customer portal within seven (7) days of the incident. The ticket must include a full and detailed description of the incident. All SLA credits will be issued as credits against future invoices for Service Offerings.
Service Level Agreement Limitations
In order to qualify for Service Credits, the Customer must be current on all payment obligations, and not be in violation of the Agreement or any other associated policies.
No Service Credits will be given for service interruptions: (i) caused by the action or failure to act by the Customer or their personnel, (ii) due to failure of any equipment or software provided by the Customer, (iii) which are the result of scheduled maintenance where the Customer has been notified at least 24 hours in advance, (iv) due to a force majeure event, (v) for which you are entitled to a Service Credit for the same or contemporaneous Service Commitment.
Total cumulative Service Credits during a given calendar month shall not exceed the Customer’s monthly fee for those Services affected.
Cloud Service Level Agreement Modifications
Cirrus reserves the right to change the terms of this Service Level Agreement in accordance with the terms of the Agreement.
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