Service Level Agreement

100% production platform uptime guarantee

Introduction

Pappaya Cloud is committed to providing a high level of service to ensure that information technology is an effective enabling tool for Client. This document briefly describes the services and standards of service provided by Pappayacloud to Client.

This agreement is intended to guarantee that individual and network users receive an acceptable level of response to their information technology needs and to ensure common expectations of quality and time frames for services provided by Pappayacloud. Pappayacloud’s service goals are:

  • Timely and effective technical support of computer and telecommunications hardware and software
  • Technical tools that effectively support business needs
  • Secure and reliable electronic environments

This level of support will be provided for all standard hardware and software configurations and other nonstandard configurations where support for such configurations has been agreed upon between Client and  Pappayacloud.

1. Availability

100% Network Availability Guarantee.

1.1 Network Availability Guarantee Scope

Pappayacloud guarantees that it will maintain a 100% up time, excluding scheduled maintenance, for facilities and the Pappayacloud Network as follows: in the event that one or more of Client’s servers are unable to transmit or receive information via the Internet through the Front-end Network as a result of disruptions to either the Data center or the Front-end Network (a “Covered Outage”), Pappayacloud will, upon Client’s request, as Pappayacloud’s sole obligation and Client’s sole and exclusive remedy for failure to meet the foregoing guarantee, credit the Client’s account for every five (5) consecutive minutes of such Covered Outage with the prorated Monthly Service Fees for one (1) day of services for the affected servers, up to a maximum credit during any calendar month equal to the total prorated fees due to Pappayacloud from Client during such calendar month for the affected servers (“Standard Service Credit”). In no event will Pappayacloud’s scheduled maintenance of the Data center, the Front-end Network or the Pappaya Equipment be deemed a Covered Outage entitling Client to the Standard Service Credit.

1.2 General Availability of the Pappayacloud Network

The Pappayacloud network will be deemed to be available if it provides end-user response time of no greater than three (3) seconds from the time the router receives a request to the time that the router transmits a response to the request.

2 Pappayacloud Cloud Server Availability

99.999% PappayaCloud Server Availability Guarantee.

2.1 Cloud Server Availability Guarantee Scope

Pappayacloud guarantees that it will maintain a 99.999% up time, excluding scheduled maintenance, for Pappaya Cloud Servers as follows: in the event that one or more of Client’s Cloud servers are unavailable as a result of disruptions to the Pappaya Blade Enclosure, Blades, Switching or SAN infrastructure (a “Cloud Server Outage”), Pappaya will, upon Client’s request, as Pappayacloud’s sole obligation and Client’s sole and exclusive remedy for failure to meet the foregoing guarantee, credit the Client’s account for every one (1) hour of such Cloud Server Outage with the prorated Monthly Service Fees for one (1) day of services for the affected servers, up to a maximum credit during any calendar month equal to the total prorated fees due to Pappayacloud from Client during such calendar month for the affected servers (“Standard Service Credit”). In no event will Pappayacloud’s scheduled maintenance of the Data center, the Front-end Network or the Pappayacloud Equipment be deemed a Cloud Server Outage entitling Client to the Standard Service Credit.