SERVICE LEVEL AGREEMENT FOR COLOCATION SERVICES
This Service Level Agreement (“SLA”) is a component of the Master Services Agreement (“Agreement”) between ColoHouse and Customer. The purpose of this SLA is to outline the service level standards by which ColoHouse ensures to deliver Colocation Services to Customer. Subject to the terms and conditions of the Agreement, ColoHouse will use commercially reasonable efforts to deliver Colocation Services in accordance with the rigorous Service Level Objectives (“SLA Objectives”) set forth below. The SLA Objectives and Service Level Credits specified below do not apply to any Customer Equipment and/or any issues or disruptions arising therefrom or a Force Majeure event.
In adherence with ColoHouse’s commitment to delivering the critical infrastructure support necessary to provide Colocation Services to Customer, Colocation Services will be measured on the basis of the following SLA Objectives: Redundant Power Availability, Environmental Control, Physical Security, Remote Hands and Proactive Notification. These SLA Objectives are applicable on a 24 hour a day, 7 days per week basis.
1.) Redundant Power Availability
ColoHouse will use commercially reasonable efforts to ensure that Customer power will be available to Customer Space 100% of the time except as part of scheduled maintenance, upon a request by Customer or a Force Majeure event. This SLA Objective does not apply beyond the power receptacle (situated beneath the Data Center floor) at Customer Space.
In the event Colocation Services are not provided in accordance with this SLA Objective at any time during any month of Contract Term, ColoHouse will provide a Service Level Credit set forth below that is based on a percentage of the Monthly Recurring Charges (“MRC”) specified in the applicable Service Order on an escalating scale of aggregate downtime for the affected Colocation Services during such month up to a maximum Service Level Credit of 50% of the MRC for the month.
2.) Environmental Control
ColoHouse will use commercially reasonable efforts to ensure that the supply outlet air temperature in the Data Center, otherwise known as the environmental temperature, will remain between 64 and 78 degrees Fahrenheit, and the relative humidity, otherwise known as the environmental humidity, will remain between 40% and 60%. Such commitment does not apply during scheduled maintenance, upon a request by Customer, to localized conditions within a particular Customer Space or a Force Majeure event.
Customer Equipment must be properly oriented to cold/hot aisles and otherwise comply with facility installation guidelines to be eligible for Service Level Credits related to this SLA Objective.
In the event Colocation Services are not provided according to this SLA Objective at any time during any month of Contract Term, ColoHouse will provide a Service Level Credit set forth below that is based on 5% of the MRC specified in the applicable Service Order for each 60 minute increment of aggregate downtime during the month up to a maximum Service Level Credit of 50% of the MRC for the month.
3.) Physical Security
ColoHouse will use commercially reasonable efforts to ensure that access to Customer Space will be monitored and restricted at all times. In the event of any unauthorized access to such Customer Space at any time during any month of Contract Term, ColoHouse will provide a Service Level Credit of 50% of the MRC specified in the applicable Service Orders during any month of Contract Term.
Customer Space must be properly secured by Customer in order to receive Service Level Credit under this SLA Objective.
4.) Remote Hands
ColoHouse will use commercially reasonable efforts to ensure that each Customer receives the best support available 24 hours a day, 7 days per week. In adherence with this commitment, ColoHouse commits that all support tickets are acknowledged within 5 minutes and response times do not exceed the allotted time frame 100% of the time. The response time is measured from the time ColoHouse registers the support ticket until a ColoHouse technician contacts Customer to begin troubleshooting.
In the event of a delayed response during any month of Contract Term, ColoHouse will provide a Service Level Credit of 100% of the billable amount for the work being performed with respect to such support ticket. The submitted support ticket must provide adequate instructions for ColoHouse regarding the problem in order to receive Service Level Credit under this SLA Objective.
Customers may reference ColoHouse’s Technical Support Services Guide for support services offered as well as billable service rates.
5.) Proactive Notification
ColoHouse will use commercially reasonable efforts to ensure each Customer is proactively notified of changes, scheduled maintenance and critical maintenance. ColoHouse will minimize any maintenance or repair window on an ongoing basis in order to deliver leading, continuous Colocation Services to Customer. ColoHouse will communicate with the Customer in a proactive and timely manner. ColoHouse will provide Customer with Proactive Notification utilizing the following categories:
a.) Notification of Changes – A notification of information and not a repair item;
b.) Notification for Scheduled Maintenance – A normal repair item with low impact and/or individual user impact; and
c.) Notification for Critical Maintenance – Out of service/potentially impacting for Customer’s business.
In the event that ColoHouse fails to proactively notify a Customer during any month of Contract Term, ColoHouse will provide a Service Level Credit of 5% of MRC per occurrence up to a maximum of 50% of the MRC specified in the applicable Service Orders for such month in which such incidents occurred.
For the purposes of this SLA, “downtime” means the period of time the specific SLA Objective was not satisfied as measured from the point of violation until resolution of the issue, as determined by ColoHouse.
B.) Maximum Service Level Credits
Notwithstanding anything to the contrary in this SLA, the maximum Service Level Credit for a Customer under all of the SLA Objectives each month shall not exceed the MRC charged to Customer for such month during Contract Term.
C.) Reason for Outage (RFO)
ColoHouse will provide each Customer with a final Reason for Outage (RFO) within 5 business days of the service interruption or violation of any of these SLA Objectives.
D.) Proactive Crediting
In addition to proactively notifying all Customers in the event of a service interruption or violation to any of these SLA Objectives, ColoHouse commits to proactively issue all Service Level Credits outlined within this SLA within 5 business days of the service interruption or violation of any of these SLA Objectives.
E.) Modification or Changes
ColoHouse has the option to modify or change this SLA at any time. Upon such updating, ColoHouse will provide notice to Customer and post the updated SLA on ColoHouse’s website (www.ColoHouse.com).
F.) Questions or Inquiries
If there are any questions or inquiries regarding this SLA, please contact the Administrator by email at firstname.lastname@example.org.
LAST REVISION: JANUARY 2016