Service Level Agreement
Revision 1.1 (16th Oct 2012)
This purpose of this document is to define the service level metrics that Lunacloud will deliver when providing cloud infrastructure services: Cloud Server and Cloud Storage. This document will also define what commercial compensation will be provided if Lunacloud does not deliver according to the stated metrics.
This Service Level Agreement (“SLA”) forms part of the agreement between the customer and Lunacloud and is effective as of the date of release, as shown below, and applicable to all active cloud infrastructure services.
The following terms have the meanings set forth below when used in this SLA:
- SLA Service Level Agreement between Lunacloud and the customer.
- Cloud Server Virtual elastic server with a mix RAM, CPU and Disk resources, running Linux or Windows, paid by the hour and controllable via the Web Control Panel or the compute API.
- Cloud Storage Virtual disk for persistent object storage, accessible and controllable via the Web Control Panel or the storage API.
- Web Control Panel A portal on the web, available at https://cp.lunacloud.com, to which a customer can have access by providing his username and password credentials. From this portal, each customer can create, delete, resize or manage his cloud resources, such as Cloud Servers and Cloud Storage, as well as manage information regarding his account (details, payments, …). The resources (Cloud Server or Cloud Storage) are fully usable directly without the need to use the Web Control Panel. For example, a customer can connect to a Cloud Server using any of the operating system supported protocols (SSH, RDP, FTP, …).
- Scheduled Maintenance Planned periods during which Lunacloud’s operations teams will execute maintenance tasks on the server, storage or network infrastructure, to update, correct or secure it. Scheduled maintenance periods are subject to prior notification to customers by email or through messages displayed in the Web Control Panel.
- Emergency Maintenance
Maintenance windows that may be set for which Lunacloud provides customer Notification at least four (4) hours before the beginning of an emergency maintenance window and identifies the service impacting reason for the maintenance.
- Notification A message displayed in the Web Control Panel or sent by email, with important information regarding a maintenance operation (scheduled or emergency).
- Maintenance Window A period, identified by a date, start and stop time, during which maintenance operations will be carried by Lunacloud’s operations teams. Maintenance operations will only be initiated at the start time and will be completed on or before the stop time.
- Force Majeure Extraordinary event or circumstance beyond the control of Lunacloud, such as a war, strike, riot, crime, or an event described by the legal term act of God (such as hurricane, flooding, earthquake, volcanic eruption, etc.), that prevents Lunacloud from fulfilling its obligations under the general terms and conditions.
- Acceptable Use Policy Compliance required by both parties to the use of Lunacloud Services, as described in http://www.lunacloud.com/pt/aup.
- Service credit claims must be submitted in writing, within 30 days from the SLA violation to which they refer, via email to email@example.com or using the Support menu on the Web Control Panel to submit a ticket.
- If the parties agree that Lunacloud has failed to meet any service level guarantee during any given calendar month, Lunacloud will credit the customer’s account with the defined compensation.
- Service credits shall apply only to the usage fee paid by the customer over the one-month period under analysis, for the affected services or resources.
- The payment of the compensation shall be the customer’s sole and entire remedy from Lunacloud for any downtime arising under this agreement.
- The customer agrees to correct problems and attempt to minimise the recurrence of problems for which customer is responsible and may prevent Lunacloud from meeting the SLA.
- A customer is not entitled to receive a service credit in the following cases:
- If any downtime was caused by customer initiated actions whether implemented by customer or by Lunacloud;
- If any downtime was caused by an operating system or application mal-functioning or misuse by the customer and not a failure on the underlying network and physical host infrastructure directly and solely managed by Lunacloud;
- If any downtime was due to Scheduled Maintenance and within the defined Maintenance Window announced;
- If any downtime was due to a Force Majeure event;
- If the customer had his account suspended for any day of the month under analysis caused by non-payment of the usage fees;
- Downtime due to the acts or omissions of the customer, its employees, agents, third party contractors or vendors;
- Any event or condition not wholly within the control of Lunacloud and violations of its Acceptable Use Policy.
Service Level Guarantees
Max downtime if 1 month=720 hours
Compensation applicable to resources affected
Service credits are calculated as the percentage of the monthly charges for Lunacloud Services in the month affected on the affected Lunacloud resources.