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Service Level Agreement
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CRT provides a guaranteed level of service to customers utilizing specified products and services of CRT’s Host Management Center.
This SLA is valid for the following services:
• Co-Located servers
• Dedicated server hosting
• Data center hosting services
Network Quality
Internet Connectivity
CRT’s Availability Guarantee ensures Internet connectivity is provided to the CRT Host Management Center 100% of the time and, as set forth below; CRT will credit Customer’s account if CRT fails to meet this Availability Guarantee during any given calendar month. At Customer’s request, CRT will calculate Customer’s "Network Unavailability" in a calendar month. "Network Unavailability" consists of the number of minutes that the CRT Network was not available to the Host Management Center, but will not include unavailability which Customer fails to report to CRT within five days, or any unavailability resulting from (a) CRT Network Maintenance, (b) any Customer circuits or equipment failure, (c) Customer’s applications or equipment, (d) acts or omissions of Customer, or any use or user of the service authorized by Customer or (e) reasons of Force Majeure. For each cumulative hour of Network Unavailability or fraction thereof in any calendar month, Customer’s account shall be credited for the pro-rated charges for one day of the CRT Monthly Fee.
Network Latency
CRT’s U.S. Latency Guarantee is average round-trip transmissions of 90 milliseconds or less between CRT designated interregional transit backbone routers ("Hub Routers") throughout the United States, including major exchange points located in the following cities: Chicago, Detroit, Los Angeles, New York, San Francisco and Washington DC. Hub Routers are subject to change without notice. Latency shall be measured by averaging sample measurements taken during a calendar month between Hub Routers. Each month’s network performance statistics relating to the U.S. Latency Guarantee shall be posted to CRT’s web site. If CRT fails to meet the U.S. Latency Guarantee in two consecutive calendar months, Customer’s account shall be credited for that second month and any consecutive month in which the U.S. Latency Guarantee is not met.
Bandwidth Guarantee
CRT’s Bandwidth Availability Guarantee commits the average Internet bandwidth utilization at the host management center will not exceed 75% of the total aggregate Internet bandwidth available to the center at the 95 percentile of utilization. Average Internet bandwidth utilization will be determined by calculating the average of the lowest 95% of utilization samples taken every 5 minutes. This calculation is consistent with the industry standard 95th Percentile method of determining bandwidth utilization and subject to change with industry trends without notice. Customers who purchase Committed Information Rate (CIR) guarantees, CRT further guarantees the total CIR will be available to Customer no less than 95% of the time in any given calendar month. CIR availability will be determined by taking samples of total host management center bandwidth availability in 5-minute intervals. The Customer’s current bandwidth utilization during the same sample period will be subtracted and the value will be stored as total bandwidth available to the CIR. The lowest 5% bandwidth availability values will be ignored and any remaining values lower than the Customer’s CIR guarantee will determine a failure to meet the Bandwidth Availability Guarantee. If CRT fails to meet the Bandwidth Availability Guarantee in two consecutive calendar months, Customer’s account shall be credited for that second month and any consecutive month in which the Bandwidth Availability Guarantee is not met.
Customer Care Quality
Reporting and Notification
CRT’s Reporting and Notification guarantee is to notify Customers within 30 minutes after CRT’s determination that Customer’s service is unavailable. CRT’s standard procedure is to ping Customer’s equipment housed in the host management center every 5-minutes. If Customer’s equipment does not respond after two consecutive five-minute ping cycles, CRT will deem the service unavailable and will contact Customer’s designated point of contact by a method elected by CRT (telephone, email, fax or pager). Customer is solely responsible for providing CRT accurate and current contact information for Customer’s designated point of contact. CRT will be relieved of its obligations under this Reporting Guarantee if CRT’s contact information for customer is out of date or inaccurate due to Customer’s action or omission or if CRT’s failure is due to reasons of Force Majeure. If CRT fails to meet this Reporting Guarantee, at Customer’s request, Customer’s account shall be credited the pro-rated charges for one day of the CRT Monthly Fee for the service with respect to which this Guarantee has not been met; provided, that Customer may obtain no more than one credit per day, irrespective of how often in that day CRT failed to meet the Reporting Guarantee. CRT does not extend this guarantee to optional monitoring services purchased under host management contract.
Telephone Support Guarantee
CRT’s Telephone Support Guarantee is that CRT staff will be available in the event customers need to request technical support 24 hours per day, 7 days per week. During busy times, customers may elect to leave voice messages in lieu of waiting for support. CRT guarantees that any voice messages submitted to Telephone Support will receive a response from CRT support staff within 2 hours of delivery. If CRT fails to meet this Telephone Support Guarantee, at Customer’s request, Customer’s account shall be credited the pro-rated charges for one day of the CRT Monthly Fee for the service with respect to which this Guarantee has not been met; provided, that Customer may obtain no more than one credit per day, irrespective of how often in that day CRT failed to meet the Telephone Support Guarantee.
Infrastructure Quality
AC Power Availability
CRT’s Power Availability Guarantee is to have AC power provided to CRT Host Management Center and Customer’s co-located equipment, 100% of the time and, as set forth below, CRT will credit Customer’s account if CRT fails to meet this Power Availability Guarantee during any given calendar month. "Power Unavailability" consists of the number of minutes that power was not available to Customer’s co-located equipment, but will not include co-location power unavailability, which Customer fails to report to CRT within five days, or any unavailability resulting from (a) any Customer circuits or equipment, (b) Customer’s application or equipment, (c) acts or omissions of Customer, or any use or user of the service authorized by Customer or (d) reasons of Force Majeure. For each cumulative hour of Power Unavailability or fraction thereof in any calendar month, Customer’s account shall be credit the charges for one day of the CRT Monthly fee.
Fire suppression
CRT guarantees the host management facility will use FM-200 gas based fire suppression systems and will not use any water based automated fire suppression equipment. Facilities Security The host management facilities are controlled access environments. All entrance into the computer room is restricted via bio metric access equipment and database logged for on-demand review. CRT will audit computer room access no less than once per month.
Network Infrastructure
CRT guarantees the host management facility will utilize a "dual entrance fiber facility" with a minimum of two competing fiber-optic telecommunication providers. The fiber-optic networks connected to the host management facility will enter the building in different concealed locations and leave the facility in a minimum of two diversified geographical paths with a minimum of 500ft of buried and concealed underground cable.
Limitations of Guarantee
The total credit granted to customer by any aspect of this Service Level Guarantee during any calendar month will not exceed the invoice amount for the same calendar month. All guarantees will not apply if downtime or unavailability occurs during standard CRT maintenance windows, when Customer is notified at least 24-hours in advance of maintenance activities or unavailability of service guarantees. CRT will use the Customer’s designated point of contact as set forth in the Reporting and Notification guarantee. Credits or remedy will be provided only upon request of the customer. Requests for credit due to Internet Connectivity must be received within 5-days of the failure. All other requests for credit must be received within one weeks of CRT’s failure to perform under the obligations outlined in this agreement. No guarantee or remedy will be provided at any time for failures determined attributable to reasons of Force Majeure. This SLA is subject to change at the sole discretion of CRT, without notice to Customer. The most recent revision of this document will be posted to CRT’s web site at http://www.crt.net. All changes made to the SLA will be effective five (5) days after the first publishing date.
This SLA in no way construes CRT will guarantee performance against failures of application specific failures, such as web server software, operating system software, failing hardware, web site application features, database performance or related components. It will be at CRT’s sole discretion to determine fault and identify failure to perform under the obligations of this SLA.
1223 Turner Street Suite A Lansing, Michigan 48917
tel: 517/346-5041 fax: 517/346-5042 email:info@crt.net
© 2008 Control Room Technologies, LLC International rights reserved.
CoreComponents™ is a registered trademark of Control Room Technologies, LLC |
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