Service Level Agreement
This Service Level Agreement (SLA) establishes Kloud Experts' commitments to its customers regarding the availability of services, response times and resolution of incidents, as well as applicable penalties in case of non-compliance.
Definitions
- Service Availability: Percentage of time during which a service is operational and accessible.
- Response Time: Interval from receipt of an incident to the first technical support response.
- Resolution Time: Interval from receipt of an incident to its final resolution.
Service and Subservice Description
- Hosted Private Cloud
- Description: Private and dedicated environment with high level of customization, advanced security and optimized performance for clients with specific control and compliance needs.
- Guaranteed Availability: 99.5%
- Response time for attention to Critical Incidents: 60 minutes.
- Penalties: Credits of 5% of the monthly bill for unavailability that exceeds the service level.
- Public Cloud for Virtual Machines
- Description: Scalable and flexible infrastructure for managing and hosting virtual machines in a shared environment, with automation and cost optimization options.
- Guaranteed Availability: 99.5%
- Response time for attention to Critical Incidents: 60 minutes.
- Penalties: Credits of 5% of the monthly bill for unavailability that exceeds the service level.
- Placement
- Description: Service to host physical infrastructure in secure, highly connected data centers, designed for clients who require full control of their hardware.
- Guaranteed Availability: 99.5%
- Response time for attention to Critical Incidents: 60 minutes.
- Penalties: Credits of 5% of the monthly bill for unavailability that exceeds the service level.
- Private Cloud at Customer Premises
- Description: Customized solution that combines the flexibility of the cloud with the security and control of the client's local infrastructure.
- Guaranteed Availability: 99.5% (depending on customer configuration and provided infrastructure).
- Response time for attention to Critical Incidents: 60 minutes.
- Penalties: Credits of 5% of the monthly bill for unavailability that exceeds the service level.
- Data Protection
- Description: Backup and recovery solution designed to ensure business continuity with immutable backups.
- Data recovery care guarantee: Restoration Activities of 4 hours.
- Service Availability: 99.5%.
- Penalties: Credits of 5% of the monthly bill for unavailability that exceeds the service level.
- Block Storage
- Description: Highly available block storage optimized for applications that require intensive I/O operations, such as databases and critical systems.
- Guaranteed Availability: 99.5%.
- Response time for attention to Critical Incidents: 60 minutes.
- Penalties: Credits of 5% of the monthly bill for unavailability that exceeds the service level.
- File Storage
- Description: Secure and scalable file storage solution, designed for collaborative environments that require concurrent access and standard protocols such as NFS and SMB.
- Guaranteed Availability: 99.5%.
- Response time for attention to Critical Incidents: 60 minutes.
- Penalties: Credits of 5% of the monthly bill for unavailability that exceeds the service level.
Exclusions
This SLA will not apply in case of:
- Scheduled maintenance announced at least 72 hours in advance.
- Failures caused by incorrect client configurations.
- Force majeure events.
Technical Support
- Availability: 24/7.
- Communication Channels: Telephone, email and ticket system.
- Priority Levels: Critical: Incident that completely affects the service.
- High: Incident that partially affects the service.
- Medium: Minor incident without impact on the operation.
- Low: Low incidence without impact on the operation.
- Requirements: Informational or administrative requests.
Review and Adjustments
The SLA will be reviewed annually and may be modified with the consent of Kloud Experts.
