Service Level Agreement


Version 2.0

Servebolt Service Level Agreement

The purpose of this agreement is to provide the basis for the quality and service level provided from Servebolt to the Client.

The Parties

The Client

Company Name:   

Office Address:    

Country:   

Company Registration No:   

Represented By:   

Phone number:   

E-mail:   

Service Level

 

Servebolt 

Company Name: Servebolt AS
Office Address: Tollbugt 49, 3044 Drammen
Country: Norway
Company Registration No: 914 823 900 MVA
Represented By: CEO Erlend Eide

Introduction

This agreement is limited to power, network and hosting stack operations. It does not include operations of the application installed on the subscribed hosting plan (i.e. WordPress, Magento or similar).

This SLA shall ensure and provide a stable infrastructure, which allows the Client’s Application to run, unless there is something wrong with the Application. The Client is at all times responsible for the Application, and any application errors that may incur “downtime” or “unavailability” as a result of Application error, is not covered by this SLA.

100% Network and Power Uptime Guarantee

Servebolt’s high availability infrastructure is designed for continuous operations and is guaranteed an uptime of 100%. The guarantee assures that all routing devices within our network are reachable from the internet 100% of the time.

Network SLA exclusions

Many possible situations are completely beyond the control of Servebolt and are therefore not in the scope of this SLA. These situations include:

  • Scheduled Network Maintenance
    Occasionally network maintenance will be required. Servebolt will do everything possible to minimise and avoid downtime during maintenance. You can subscribe to notifications on status.servebolt.com. Scheduled maintenance periods are not eligible for SLA reimbursement.
  • Hardware Maintenance
    On rare occasions, server or network hardware may need maintenance or replacement. Servebolt will do everything possible to minimize any downtime in these situations. Any downtime incurred as a result of such maintenance will not be eligible for SLA reimbursement.
  • Software Maintenance
    Software and security upgrades of server and network software is crucial for security, reliability and stability. Any hosting will require occasional software updates or patches. Usually little or no downtime will be experienced during these situations. In cases where reboots are required the down time is usually limited to a few minutes. Servebolt will always inform clients about such upgrades prior to the event. Downtime incurred as a result from Software Maintenance is not eligible for SLA reimbursement.
  • Malicious Attacks
    If a third party attacks Servebolt’s infrastructure which causes a “Denial of Service” or similar disabling attacks against your host, or other related parts of our network – we will work with our Network Provider to mitigate such attacks promptly. Due to the nature of such attacks, we can not guarantee a resolution time, but will do everything in our power to stop such attacks. Downtime incurred as a result from Software Maintenance is not eligible for SLA reimbursement.
  • Legal Actions
    In the case that legal actions are taken against a Servebolt customer and Servebolt is required to act in accordance with the order, Servebolt shall not be responsible for any damages under the terms of this SLA.

99.9% Service Uptime Guarantee

Servebolts Standard SLA is valid for all invoiced hosting plans and dedicated services. A higher service level can be agreed upon, according to the following terms:

 

Service Level

Standard

Better

Best

Uptime guarantee

99.9%

99.9%

99.9%

Monthly cost

Included

1490 NOK/SEK
149 EUR
179 USD

3490 NOK/SEK
359 EUR
399 USD

Reimbursement with uptime
< 99,9%

N/A

N/A

25% of monthly cost

Reimbursement with uptime
99,7-99,8%

N/A

25% of monthly cost

35% of monthly cost

Reimbursement with uptime
< 99,7%

N/A for standard plans
25% of monthly cost for dedicated services

35% of monthly cost

50% of monthly cost

Maintenance window

Standard

Standard

Nightly

 

The standard Maintenance window starts 23:00 and ends 08:00 in the server/network’s given time zone.
The nightly Maintenance window starts 01:00 and ends 06:00 in the server/network’s given time zone.

Instability Notices

In the event where a Client application hosted on Servebolt causes or may cause unavailability or downtime, Servebolt will issue an instability notice. If an instability notice has been issued the Client is required to act accordingly to mitigate the risk, and to prevent any downtime. In the situation where an instability notice is issued and downtime occurs, the Client will not be eligible for reimbursement under the terms of this agreement.

Reimbursement

In the event that Servebolt does not meet this SLA, the Servebolt Client will become eligible to request a compensation for downtime. Servebolt will reimburse clients according to the agreed Service Level for the current month in question.

The Client is required to file a reimbursement request within 5 business days of the event to [email protected]. The uptime will be calculated at the end of the period based on data from Servebolt’s network external uptime monitoring services.

Monitoring

Servebolt monitors servers and hosting stack for service disruptions 24/7/365 and logs availability data from an external network. Servebolt’s IT Operations team gets notifications after 2 minutes of unavailability.

Servebolt publishes uptime information for shared services on pingdom.servebolt.com.

Response time / Initial response time

The Client shall receive responses according to the following table. Critical and serious failures should always be reported so that you have confirmation from Servebolt that the issue is being investigated.

 

Service Level

Initial Response

Standard

Better

Best

E-mail

24 hours

12 hours

1 hour

Chat

8 hours

6 hours

15 minutes

Phone

N/A

N/A

15 minutes

Servebolt will respond to Service Requests within normal business hours.

Reporting problems

Prior to contacting Servebolt, status.servebolt.com should be checked for updates. In case of events causing more than 15 minutes of downtime, Servebolt will post status updates to status.servebolt.com.

The Client should contact the Servebolt Service Desk to report any kind of service disruption or unavailability, unless it is already listed on status.servebolt.com.

The service desk is contactable through:

  • Chat on all Servebolt websites
  • E-mail: [email protected]
  • Phone: +47 488 433 00 (09:00 – 16:00 CET)

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Signature Certificate
Document name: Service Level Agreement
Unique Document ID: 84dcbd05c1687afd4516fda43a510be4842c7eda
Timestamp Audit
May 16, 2018 10:05 am CESTService Level Agreement Uploaded by Erlend Eide - [email protected] IP 37.191.205.206