Service Levels

OUR SERVICE LEVEL AGREEMENT

This purpose of this document is to define the service level metrics that scaleforce deliver when providing cloud jelastic. This document will also define what commercial compensation will be provided if scaleforce failt to deliver according to the stated metrics.

99.95% NETWORK UPTIME

We provide a 99.95% uptime SLA around network, power and cloud infrastructure availability excluding scheduled maintenance. If we fail to deliver, we’ll credit you 2.5% of the monthly fee for each 30 minutes of network downtime, up to 100% of one monthly payment, and the credit will be applied toward future payments. It’s that simple!

HARDWARE GUARANTEE

We use only enterprise-class grade hardware to provide you the best servers.

Intel Xeon E5 Processors DDR4 ECC Memory Intel PCI SSD for Caching/Journaling SSD for Cloud Storage Cisco Switch

HARDWARE MEANS:

the processor(s) RAM hard disk(s) motherboard NIC card other related hardware included with the server

TECHNICAL SUPPORT

We provide support to our customers, you will have access to our help desk 24x7x365. We have the best of the class very well trained support staff that know the technologies we offer. They can answer your questions mostly on the first query for any emergency incident reported.

INFRASTRUCTURE

We guarantee that the critical environmental systems, including power and HVAC, will be available 99.95% of the time.

NOTIFICATION

A message displayed in the dashboard or sent by email, with important information regarding a maintenance operation (scheduled or emergency).