Service Level Agreement
General Provisions & Spirit of Agreement
This agreement sets forth the service terms and conditions specific to individual Services contracted by Customer from Kor Computing ("Kor Computing"). This Agreement is governed by, and incorporated by reference in, the Master Services Agreement between Customer and Kor Computing, which is required for this Agreement to be valid.
Kor Computing will provide Customer with a comprehensive warranty for contracted services provided by Kor Computing to Customer. This Service Level Agreement ("Agreement") defines specific representations and warranties provided to Customer for individual services. The Agreement clearly identifies available recourse to Customer for any specific breaches of the Agreement by Kor Computing.
Warranties of the Kor Computing IP Network
Kor Computing invests heavily in its IP Network and believes that our customers require an absolute guarantee on their IP delivery. Kor Computing provides protected IP services with its dedicated hosting infrastructure and highly recommends protected IP services be utilized for all mission-critical applications. In that spirit, Kor Computing guarantees:
The Kor Computing IP Network will be Free From Errors and Interruptions 100.00% of the Time
Protected IP Services: Kor Computing guarantees that appropriately configured devices on the Kor Computing IP Network will be able to transmit information across any two (2) end points of the Kor Computing IP Network 100% of the time. Protected IP services are ones that utilize redundant Internet feeds. All cloud/virtual servers with hardware managed by Kor Computing utilize Protected IP Services. In the event that Kor Computing fails to provide this level of service, Customer will be eligible for an SLA credit of one day of the monthly fees per one hour of downtime for affected services.
Unprotected IP Services: Kor Computing guarantees that appropriately configured devices on the Kor Computing IP Network will be able to transmit information across any two (2) end points of the Kor Computing IP Network 95% of the time. In the event that Kor Computing fails to provide this level of service, Customer will be eligible for an SLA credit of one day of the monthly fees per one hour of downtime for affected services, up to 50% of the monthly service billing.
Packet Loss Between any Two (2) Endpoints on the Kor Computing IP Network will be 0.1% or Less
Kor Computing guarantees that average packet loss, calculated over any five (5) minute period, between any two (2) endpoints on the Kor Computing IP Network, will be less than of 0.1%. In the event that Kor Computing fails to provide this level of service, Customer will be eligible for an SLA credit of one day of the monthly fees per one hour of downtime for affected services.
Transmission Latency Between any Two (2) Endpoints in the Continental United States will be 120ms or Less
Kor Computing guarantees that average transmission latency, calculated over any five (5) minute period, between two (2) endpoints in the Continental United States on the Kor Computing IP Network, will be less than 120ms. In the event that Kor Computing fails to provide this level of service, Customer will be eligible for an SLA credit of one day of the monthly fees per one hour of downtime for affected services.
Warranties of Dedicated Hosting Infrastructure
Kor Computing believes in providing only the highest quality infrastructure equipment for its Customers and understands the need for reliable hardware at all points of the infrastructure chain. In that spirit, Kor Computing guarantees:
All Dedicated Hardware will be Free of Problems or Replaced Within four (4) hours
Kor Computing guarantees that all production hardware, including servers, switches, load balancers, firewalls, and power distribution units, will be free of hardware problems. If a hardware device suffers full or partial hardware-level failure that causes the device to stop operating in an optimal manner, Kor Computing will replace the hardware within one (4) hour after the hardware has been determined to be at fault. In the event that Kor Computing fails to provide this level of service, Customer will be eligible for an SLA credit of one day of the monthly fees per one hour of downtime for affected services.
Critical Datacenter Infrastructure will be Free From Errors and Interruptions 100.00% of the Time
Kor Computing guarantees that power and cooling capacity of the facilities housing dedicated Customer Infrastructure will be free from interruptions or downtime 100.00% of the time. Critical datacenter infrastructure downtime occurs when a power or cooling problem results in the shut down (due to power loss or overheating) of customer equipment.
Heating, Cooling and Hummidty: Kor Computing guarantees that environmental conditions will be appropriate for server hardware based on data center best practices. In the event that Kor Computing fails to provide this level of service, Customer will be eligible for an SLA credit of one day of the monthly fees per one hour of downtime for affected services.
A & B Power Services: Kor Computing guarantees that appropriately configured devices on the Kor Computing Power Feeds and will have stable power 100% of the time from one circuit. A & B Power Feed shall never exceed 40% of each power circuit. All cloud/virtual servers with hardware managed by Kor Computing utilize A & B Power Services. In the event that Kor Computing fails to provide this level of service, Customer will be eligible for an SLA credit of one day of the monthly fees per one hour of downtime for affected services.
Regular Power Services: Kor Computing guarantees that appropriately configured devices on the Kor Computing Power Feeds and will have stable power 95% of the time from one circuit. Power Feed shall never exceed 80% of each power circuit. In the event that Kor Computing fails to provide this level of service, Customer will be eligible for an SLA credit of one day of the monthly fees per one hour of downtime for affected services, up to 50% of the monthly service billing.
Warranties of Managed Service or Server Software
Kor Computing understands that the software managed on top of Kor Computing-provided hardware, network and delivery infrastructure is a critical component for service availability. As such, Kor Computing offers specific managed server software stacks and plans for its dedicated customer installations. In that spirit, Kor Computing guarantees:
Managed Service or Server Software will be Free From Errors and Interruptions 100.00% of the Time
Kor Computing guarantees that all the dedicated managed server software that resides on the Dedicated Customer Installation will be always-on, free of configuration problems caused by Kor Computing, free of avoidable security risks, and that any configuration or software issues that cannot be automatically recovered by our monitoring tools will be looked into and repaired at no cost to Customer within 1 hour.
The always-on guarantee extends only to Managed Service or Server Software running on Dedicated Infrastructure and described in a valid Kor Computing Service Order. The configuration problem guarantee extends to all aspects of software configuration managed directly and soley by Kor Computing . The security risk guarantee extends to all known related software security holes that have a stable vendor-released patch publicly available, and for which it does not interfere with any software version dependencies as previously provided by the customer to Kor Computing . The security risk guarantee does not extend to Customer's custom software or to recompilation of Customer's custom software with patched, unsupported, third-party libraries.
Managed Service or Server Software downtime occurs when a managed process stops running, a client cannot successfully connect and the processes have not exceeded hardware or network limitations, or clients cannot successfully connect because software processes have exceeded hardware or network limitations as a result of Kor Computing improper configuration to reasonably optimal settings for the customer's hardware and known software configuration, or Kor Computing has incorrectly configured the software such that the customer's data is not available as the customer instructed.
In the event that the Managed Server Software is not repaired within 1 hour, the customer is eligible for an SLA credit of one day of the monthly fees for all affected services per one hour of the given month that the Managed Server Software process is not restored, up to 100% of the monthly fees for all affected services.
SLA Claims and Exceptions to Coverage
Claiming an SLA Credit
In order to initiate a claim for a service credit, Customer must contact Kor Computing 's customer support department within seven (7) business days after the end of the month for which credit is requested. The service credit request must include the following information (a) customer name and contact information (b) the date and time that the problem started and was resolved (c) a description of the characteristics of the claimed outage or failed metric (d) ticket numbers or other documentation demonstrating that the customer notified Kor Computing of the claimed actionable issue Kor Computing will notify the customer via e-mail of the resolution of the request. If Kor Computing rejects the request for an SLA credit, a reason for the rejection will be detailed. If the request is approved, Kor Computing will issue all SLA credits to the Customer's account that will appear on the next invoice issued. Multiple service credits cannot be overlapped on the same service (i.e. Failure to meet multiple metrics during the same period of time cannot be stacked up). In no circumstances will the total monthly credit exceed the total monthly charge actually paid by the customer for affected service during the month in question. Service credits will be credited against a Customer's account and may not be received in the form of a refund, except that if any credits remain unused at the termination or expiration of the Agreement, Kor Computing will provide such credits to Customer in the form of a cash payment.
Exceptions to Coverage
Customer shall not receive any credits under the SLA in connection with any failure or caused by:
- Circumstances beyond Kor Computing 's reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, acts or omissions of a third party not engaged or authorized by Kor Computing , embargo, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications outside of Kor Computing's control, failure or delay of third party services or software;
- Usage patterns or traffic that exceeds the reasonable performance parameters of Customers specific installation;
- Downtime caused by scheduled maintenance is not eligible for SLA credit. Maintenance windows between 1:00 AM and 5:00 AM US/Central Time shall require 14 days advance notice. Any other scheduled maintenance shall require 30 days notice.
- DNS issues outside the direct control of Kor Computing;
- False SLA breaches reported as a result of outages or errors of any Kor Computing measurement system;
- Customer's acts (or act of others engaged or authorized by Customer), including without limitation, any negligence, willful misconduct, or use of the Kor Computing IP Network or Kor Computing services in breach of Kor Computing's Master Services Agreement or Kor Computing's Acceptable Use Policy;
- Outages or downtime associated with Customers' designated non-production (staging, testing or development) infrastructure that is unrelated to hardware or network failures;
- SLA Credit is not available to Customer's deemed in "Poor Standing", as defined in the Kor Computing Master Services Agreement;
- Services that are affected as a result of an SLA event on a dependent Service are also eligible for claim. Any such credit will be limited to a maximum of one per service;
- Services deployed in a redundant manner that continue to perform without error or end-user impact, are not eligible for SLA credit.