Graphiant SLA Assurances and Definitions
Graphiant shall ensure services are available to meet a Service Level Agreement of higher than 99.99% availability.
“Available” means that able to access all features and functions of the Service including, but not limited to the network features described in the Documentation.
Service shall be deemed:
Available during
“Scheduled Maintenance” (as defined below)
Not Available during:
“Emergency Maintenance” (as defined below)
“Problem Severity Level P1” (as defined below)
Service Level (Monthly) | Service Level Credit (Percentage of Fee Prorated Monthly) |
|---|---|
At or above 99.99% | 0 |
99.90 - 99.98% | 2% |
98.00 - 99.89% | 5% |
96.00 - 97.99% | 10% |
94.00 - 95.99% | 25% |
92.00 - 93.99% | 50% |
Below 92% | 100% |
Any problems or issues related to the Service shall be subject to resolution per the table below.
Problem Severity Level | Acknowledge Within | Efforts | Update Frequency | Resolution Within |
|---|---|---|---|---|
P1: Critical business impact —Application, service or function is not available or operating in a materially degraded manner. | 15 minutes | 24/7 365 | Every hour | One hour |
P2: Severe business impact — Application, service or function is not available or operating in a materially degraded manner but a work around exists, or a non-critical application, service or function is not available or operating in a materially degraded manner and no work around exists. | One hour | 24/7 365 | Every two hours | Four hours |
P3: Minimal business impact — Non-critical application, service or function is not available or operating in a materially degraded manner but a work around exists. | Two hours | During Business Hours | Every 24 hours | 72 hours |
P4: Informational business impact — No impact to services but assistance required | Four hours | During Business Hours | Every 48 hours | One week |
If a Problem Severity Level 1 or 2 is not resolved by the time identified in the Resolution column above, Graphiant shall promptly contact to provide an explanation as to why the Problem is not resolved and what steps are being taken to resolve the Problem as soon as possible.
Scheduled and Emergency Maintenance and Notifications
“Scheduled Maintenance”:
Every third Friday of the month from 2pm ET to 4pm ET.
“Emergency Maintenance”:
Graphiant will notify you of any maintenance (outside the Scheduled Maintenance outlined above) which may cause services to be not available as soon as reasonably practicable.