ELASTX Availability SLA

ELASTX strives to maintain as high availability of its public cloud platforms as possible. ELASTX provides an availability guarantee for external connectivity of at least 99.95% on their availability zones.

If we do not achieve and maintain service levels described in this SLA, you might be eligible for deduction from the next monthly invoice, see section compensation.

Date of version: 2017-02-01
 

General conditions - Availabilty SLA

Definitions

“Platform consumption” Means consumption of IT capacity in ELASTX public cloud platforms and includes virtual server instances, bare metal machines, storage, compute, network, router.

“Interruption" Means when all active instances in one availability zone is unreachable via external connection or if all storage volumes performs 0 (zero) I/O (input/output) with I/O in queue.

“Scheduled service window” Is not included in Availabilty SLA. This is planned maintenance of our Public cloud platforms. We notify our customers and publish information on support.elastx.se minimum five (5) days before maintenance begins. Critical service windows can however be announced one (1) day before maintenance begins.

“External connection” Means bi directional network traffic via supported protocols such as HTTP and HTTPS that also can be sent and received via Public IP addresses.

“Cloud platforms" Refers to ELASTX two (2) Public cloud platforms Jelastic PaaS and OpenStack IaaS.

Availability zones” Means geographically separated data centers. (ELASTX has three (3) availability zones that are based in Sweden.)

“Availability" Calculation of monthly up time and availability in percentage = (Total available minutes for actual month - (minus) Interruption in minutes for affected availability zone) / (divided by) Total available minutes for actual month. Sum is multiplied times 100.

“Application Layer" Application Layer means all software including operating system that is running on the virtual server or bare metal machine.

“Control panel" Web or API-based user interface for access to ELASTX Public cloud platforms.

Force Majeure” refers to circumstances beyond ELASTX control that shall be excluded from the SLA guarantee. Examples of force majeure: war, burglary, industrial action, lightning, fire, errors in another operator's network, denial of service attacks, or other similar circumstances.

Scope

ELASTX guarantees 99.95% availability on each availability zone. Maximum compensation for a calendar month is 50% of the total platform consumption for affected availability zone and month when interruption occured. The compensation can never exceed that amount.

Compensation 

Compensation is based on the total amount of platform consumption for the current month and the affected availability zone.

Monthly availability percentage Compensation
Less than 99.95% but greater than 99.5% 5%
Less than 99.5% but greater than 99% 10%
Less than 99% but greater than 97% 25%
Less than 97% 50%


Compensation is deducted from next month invoice and only towards future platform consumption. 

Claims

For ELASTX to consider compensation a claim must be done by contacting ELASTX support at support@elastx.se no later than 1 month after the month that the claim is refereeing to. The claim should contain all necessary information, including detailed description of the incident as well as information regarding the timing and duration of the outage. 

Exceptions 

a) This availability SLA is not applicable if the disturbance is caused by improper use from the customer or the application layer (see definitions). In case the customer claims compensation in accordance with this SLA and ELASTX starts investigating to determine the cause and it turns out that disturbance is caused by customer ELASTX has the right to charge for hours spent investigating the case.

b) Access to user customer control panel is not included in the availability guarantee.

c) Scheduled service windows are excluded from the availability SLA.

d) Force Majeure.