Service Level Agreement (SLA)
The following Service Level Agreement (SLA) applies to Rochen's Managed Cloud Servers (MCS) platform. This SLA does not apply to any other offerings.
Every Managed Cloud Server (MCS) is an isolated VMware Virtual Machine whose host VMware ESXi hypervisor is served by redundant network connections from diverse network switches and redundant power connections from diverse Power Distribution Units (PDUs). Rochen aims to provide the highest levels of uptime and service for our Managed Cloud Servers (MCS) customers.
|Network Availability||Availability of public and private network connectivity. Excludes connectivity issues with upstream networks or general internet routing issues outside of Rochen's control, as well as any DoS or DDoS attack directed towards customer.||100%||5% service credit per 30 minute outage up to 100% of monthly fee.|
|Power Availability||Availability of power to host hypervisor and network switches.||100%||5% service credit per 30 minute outage up to 100% of monthly fee.|
|Host Migration||The maximum time taken for a customer's virtual machine to restart on a backup host hypervisor if the original host hypervisor servicing the virtual machine fails.||5 minutes||5% service credit per 30 minute outage after initial 5 minutes up to 100% of monthly fee.|
Exceptions to SLA
The above Service Level Agreement (SLA) guarantees do not apply in the event of scheduled or emergency maintenance. Scheduled maintenance is an event, which results in an outage and is scheduled by Rochen at least 24 hours in advance. Emergency maintenance is an unscheduled event, which results in an outage but is required at Rochen's sole discretion for security or data protection reasons. Rochen will take all reasonable steps to prevent maintenance resulting in downtime such as "live migrating" a virtual machine from the original to a backup host hypervisor in advance of maintenance.
Making an SLA Claim
An SLA claim must be submitted as a "billing ticket" via the My Rochen customer portal at: https://my.rochen.com within seven (7) days of an outage. In the event of an SLA claim and after verification by Rochen, service credits will be applied as listed. Any service credits are applied towards future invoices and cannot be provided as a refund or as credit towards existing invoices. The amount of service credits issued cannot exceed 100% of the current month (or equivalent to the current month) billable for the affected service. Rochen's internal monitoring system is the sole determination of an outage. A claim can only be submitted under one category per outage (e.g. not power and network, only power).
The Service Level Agreement (SLA) may be amended by Rochen at anytime. In the event of a conflict between the SLA and the Terms of Service Agreement (ToS) then the ToS applies.