This Service Level Agreement (SLA) applies to our City of London datacentre.

AC Power Availability

AC Power Availability SLA Standard
AC power is to be available to Customer's colocated server 100% of the time.

AC Power Availability SLA Process
Customer must have equipment capable of utilizing dual power sources in order that we can plug your equipment into redundant power strips. Unless otherwise provided in the Service Agreement or Service Amendment.

"Power Unavailability" consists of the number of minutes that AC power was not available at the Customer's Premium Data Centre Service cabinet to the primary outlet or redundant outlet at the same time. Outages will be counted as Power Unavailability only if Customer opens a trouble ticket requesting an SLA investigation with help4IT technical support within five days of the outage. Power Unavailability will not include Scheduled Maintenance (as defined in this Section 2) or unavailability resulting from (a) any Customer circuits or equipment, (b) Customer's applications or equipment, or (c) acts or omissions of Customer, or any use or user of the service authorised by Customer.

Scheduled Maintenance for AC Power Availability SLA
Scheduled Maintenance means any maintenance performed on either primary and/or redundant power feeds to the Customer’s server (a) of which Customer is notified 7 business days in advance for an outage that lasts more than 50 ms and 48 hours in advance for an outage impact of 50 ms or less, and (b) that is performed during a standard maintenance window of 12 AM to 6 AM local time of the help4IT datacentre. Information regarding Scheduled Maintenance will be provided to Customer's designated point of contact by a method elected by help4IT (telephone, email, fax or pager). help4IT reserves the right to perform maintenance outside of Scheduled Maintenance during an emergency situation.

Power Availability SLA Remedy
For each cumulative hour or fraction thereof of Power Unavailability for both A & B circuits, Customer may request a credit for one day of monthly recurring charges for the Datacentre Internet Bandwidth and Space affected by the outage as contracted for in Customer’s Datacentre Colocation/Internet Colocation agreement. The total credit will not exceed Customer’s total monthly recurring Datacentre Internet Bandwidth and Space charges.


Network Latency

Network Latency SLA Standard
help4IT provides a Network Latency SLA standard based on the average round-trip transmission time in milliseconds between help4IT-designated inter-regional transit backbone routers ("Hub Routers") in UK and between London and New York (“Transatlantic”). This Network Latency SLA standard is limited to UK and Transatlantic.

Network Latency SLA Process
Latency will be measured by averaging sample measurements taken during a calendar month between Hub Routers in UK and Transatlantic.

Network Latency SLA Remedy
If help4IT fails to meet the Network Latency Service Level in a calendar month for UK and Transatlantic, Customer may request a credit for that month. The credit will consist of an amount equal to one day of monthly recurring charges for the Datacentre Internet Bandwidth service contracted for in Customer’s Datacentre Colocation/Internet Colocation agreement. The total credit will not exceed Customer’s total monthly recurring Datacentre Internet Bandwidth charges.

In no event will Customer receive credits under this SLA if Customer is already receiving a credit under the Datacentre Internet Bandwidth Availability SLA.


Packet Delivery

Packet Delivery SLA Commitment
help4IT offers both a Network Packet Delivery SLA between help4IT-designated inter-regional transit backbone routers (“Hub Routers”) in UK and Transatlantic.

Packet Delivery SLA Process
Packet delivery is measured by averaging sample measurements taken during a calendar month between Hub Routers.

Packet Delivery SLA Remedy
If help4IT fails to meet the Network Packet Delivery Service Level in a calendar month, Customer may request a credit for that month. The credit will consist of an amount equal to one day of Datacentre Internet Bandwidth monthly recurring charges with respect to the Service to which a Network Packet Delivery SLA has not been met. The total credit will not exceed Customer’s total monthly recurring Datacentre Internet Bandwidth charges for the affected Services.

In no event will Customer receive credits under this SLA if Customer is already receiving a credit under the Datacentre Internet Bandwidth Availability SLA.


Network Jitter

Network Jitter SLA Standard
Also known as delay variation, Jitter is defined as the variation or difference in the end-to-end delay between received packets of an IP or packet stream. Jitter is usually caused by imperfections in hardware or software optimisation and varying traffic conditions and loading. Excessive delay variation in packet streams usually results in additional packet loss, which affects quality.

Network Jitter SLA Process
Jitter will be measured by averaging sample measurements taken during a calendar month between Hub Routers for UK.

Network Jitter SLA Remedy
If Verizon fails to meet the Jitter Service Level in a calendar month, Customer may request a credit for that month. The credit will consist of an amount equal to one day of Datacentre Internet Bandwidth charges with respect to the Services to which a Network Jitter SLA has not been met. The total credit will not exceed Customer’s total monthly recurring Datacentre Internet Bandwidth charges for the affected Services. In no event will Customer receive credits under this SLA if Customer is already receiving a credit under the Datacentre Internet Bandwidth Availability SLA.


Datacentre Internet Bandwidth Availability

Datacentre Internet Bandwidth Availability SLA Standard

help4IT Datacentre Internet Bandwidth Service Availability SLA is to have the help4IT Datacentre Internet Bandwidth (as defined in the applicable service agreement) connectivity provided to customers available 100% of the time. Available means with no Datacentre Internet Bandwidth Unavailability (as defined below).

Datacentre Internet Bandwidth Availability SLA Process
At a Customer's request, help4IT will calculate Customer's Datacentre Internet Bandwidth Unavailability in a calendar month. Datacentre Internet Bandwidth Unavailability will mean the number of minutes that The City of London Datacentre Internet Bandwidth was not available to Customer other than for the exceptions specified below. This SLA applies only if Customer opens a ticket requesting an SLA investigation with help4IT technical support within five days of the end of the month in which the outage occurred. Datacentre Internet Bandwidth Unavailability will not : (a) include Scheduled Maintenance (as defined in this Section 6), (b) apply to any Customer circuits or equipment, (c) apply to Customer's applications or equipment, or (d) apply to acts or omissions of Customer, or any use or user of the service authorized by Customer.

Scheduled Maintenance for Datacentre Internet Bandwidth SLA
Scheduled Maintenance will mean any maintenance at the help4IT City of London datacentre (a) of which Customer is notified 72 hours in advance, and (b) that is performed during a standard maintenance window of 12 AM to 6 AM local time. Information regarding Scheduled Maintenance will be provided to Customer's designated point of contact by a method elected by help4IT (telephone, email, fax or pager). help4IT reserves the right to perform maintenance outside of Scheduled Maintenance during an emergency situation.

Datacentre Internet Bandwidth Availability SLA Remedy
For each cumulative hour of Datacentre Internet Bandwidth Unavailability or fraction thereof in any calendar month, Customer may request a credit for one day of Datacentre Internet Bandwidth monthly recurring charges as contracted for in Customer’s Datacentre Colocation/Internet Colocation agreement. The total credit will not exceed Customer’s total monthly recurring Datacentre Internet Bandwidth charges.


Outage Reporting

Outage Reporting SLA Standard
Under help4IT's Outage Reporting SLA, Customer is to be notified within 15 minutes after help4IT's determination that Customer's service is Unavailable (as defined in Section 6). help4IT's standard procedure is to ping Customer's Colocated equipment every five minutes. If Customer's equipment does not respond after two consecutive five-minute ping cycles, help4IT will deem the service Unavailable (as defined in Section 6) and will contact Customer's designated point of contact by a method elected by help4IT (telephone, email, fax or pager). Datacentre Internet Bandwidth Unavailability will not: (a) include Scheduled Maintenance (as defined in this Section 6), (b) apply to any Customer circuits or equipment, (c) apply to Customer's applications or equipment, or (d) apply to acts or omissions of Customer, or any use or user of the service authorised by Customer.

Outage Reporting SLA Process
The Outage Reporting SLA is applicable takes has a  proactive support with help4IT and the server(s) are therefore covered by OBServer realtime monitoring. Customer must open a trouble ticket requesting an SLA investigation with help4IT technical support within five days of the end of the month in which the outage occurred. Customer is solely responsible for providing help4IT accurate and current contact information for Customer's designated points of contact.

help4IT will have satisfied its obligations under this Outage Reporting SLA if help4IT contacts Customer's designated point of contact as provided by Customer.

Outage Reporting SLA Remedy
If help4IT fails to meet the Outage Reporting Service Level, Customer may request a credit for one day of the Monthly recurring charges for the affected Datacentre Internet Bandwidth and Datacentre Colocation/Internet Colocation space only. Customer may obtain no more than one credit per day, irrespective of how often in that day help4IT failed to meet the Outage Reporting SLA.


Datacentre Temperature and Humidity

Datacentre Temperature and Humidity Service Level Objective
The help4IT City of London Datacentre will maintain a temperature of 22 degrees Fahrenheit plus or minus 8 degrees with 20 percent to 65 percent (non-condensing) humidity within the Datacentre as measured at the return air intake of the computer room air conditioning (CRAC) units. Customer’s equipment must be designed to operate within these ranges.

Datacentre Temperature and Humidity Service Level Objective Response
help4IT will respond to temperature alarms from the computer room air conditioning (CRAC) units within 2 hours and will subsequently take steps as required to solve the problem.

Datacentre Customer Space Temperature Problem Standard
help4IT will work with Datacentre customers reporting temperature server alerts from their servers in the Datacentre.

Datacentre Customer Space Temperature Problem Process
If Customer has concerns about the temperature within Customer’s Datacentre Space, Customer may open a trouble ticket with Verizon by calling help4IT support. help4IT will respond within its standard response intervals based on the severity of the problem and work with Customer to determine the best course of action in terms of changes that can be made by help4IT or by Customer to remedy the issue. Such changes may include (but are not limited to) help4IT making changes to perforation tiles in the Customer cage, help4IT making changes to the CRAC set points, or Customer making modifications to their equipment configuration. In some cases, recommended changes may require additional charges to the Customer.


Local Tape Backup and Restore

Local Backup SLA Standard
help4IT will provide successful completions of tape backups of Customer data on servers located at the Datacentre within scheduled windows at least 95% of the time.

Local Backup SLA Process
The percentage of Monthly Successful Completed Backups is determined based on the total number of backup jobs successfully completed within that window, divided by the total scheduled backup jobs during a month. Standard backup windows are eight hours on weekdays and 22 hours on weekends.

Local Backup SLA Remedy
The following Tables set forth the service credits available under the Local Tape Backup SLA. Credit percentages are for Monthly Recurring Backup Charges only.

Table 1 – Local Tape Backup Credits

Local Backup SLA Restrictions
The SLA for Local Backup Services will not apply to any slow or failed backups resulting from (a) any Customer circuits or equipment, (b) Customer's applications or equipment, (c) acts of omissions of Customer, or any use or user of the service authorised by Customer, (e) insufficient backnet connectivity or host processing power, as provided by customer, (f) file systems larger than 100 gigabytes for an 8-hour weekday window, (g) file systems larger than 250 gigabytes for a 22-hour weekday window, (h) open files, open databases, or full filesystems, or (i) filesystems with extraordinary amounts of individual files.

Restore SLA Standard
help4IT will facilitate successful restores of backed up data to the original device. If the retention period specified by Customer is one year or less, and if acclimatisation is not required, restores will commence within 30 minutes of initiation for data stored within the tape library, and within 3 hours of initiation for data stored outside the tape library. If acclimatisation is required, restores will commence within 30 minutes of completion of acclimatisation.

Restore SLA Process
A restore of data – files, file systems and/or databases, as applicable – will be considered successful once the data to be recovered has been transferred from the tape to Customer's primary storage space in the same condition in which it was backed up. If, as a result of help4IT's actions or inactions, any restore is not successful or does not commence within the above time limits, the Restore will by deemed an unsuccessful restore.

Restore SLA Remedy
If help4IT is unable to successfully restore from the tape to Customer’s primary storage space in the same condition in which it was backed up, Customer may request a service credit equal to a percentage of the application monthly recurring backup charges as noted in the table below. See also the Local Tape Backup and Restore SLA Remedy section below.

Table 2 – Restore Success Service Credits

Restore SLA Restrictions
The SLA for Restore Services will not apply to any failed restore resulting from Scheduled Maintenance (see below) or (a) any Customer circuits or equipment, (b) Customer's applications or equipment, or (c) acts of omissions of Customer, or any use or user of the service authorised by Customer.. In addition, help4IT provides no SLA for failed restores due to missing or unreadable data due to open files, open databases, or full file systems at time of backup. If the tape storage period is longer than one year, no time period for commencement applies.

Scheduled Maintenance for Restore SLA
Scheduled maintenance for Restore will mean any Backup Services systems-related maintenance at the City of London datacentre of which Customer is notified 72 hours in advance. Information regarding Scheduled Maintenance will be provided to Customer's designated point of contact by a method elected by help4IT (telephone, email, fax or pager). Maintenance windows for Backup Services systems are typically scheduled on an individual basis to eliminate impact on scheduled backups.

Tape Backup and Restore SLA Remedy
help4IT's records and data will be the basis for all Backup and Restore SLA calculations and determinations. The maximum amount of credit in any calendar month for all Backup and Restore SLAs, in the aggregate, will not exceed 50% of the total charges that would have been charged by help4IT that month for the affected Backup and Restore Service. help4IT will apply the greater of (i) the Local Tape Backup Credits or (ii) the Restore Success Service Credits, but not both.


Denial of Service Response Time Standard

help4IT will respond to Denial of Service attacks reported by Customer within 15 minutes of Customer opening a complete trouble ticket with help4IT Customer Support. A Denial of Service attack is defined as more than 95% bandwidth utilisation.

Denial of Service Response Time SLA Process
To open a trouble ticket for Denial of Service, Customer must call help4IT and state: “I think I am under a Denial of Service Attack”. A complete trouble ticket consists of Customer’s Name, Account Number, Caller Name, Caller Phone Number, Caller Email Address and Possible Destination IP address / Type of Attack.

Denial of Service Response Time SLA Remedy
If help4IT fails to meet the Denial of Service Response SLA in a calendar month, Customer may request a credit for one day of charges for the datacentre Internet Bandwidth service associated with Customer’s Colocation/Internet Colocation agreement. The total credit will not exceed Customer’s total monthly recurring datacentre Internet Bandwidth charges. Customer may obtain no more than one credit per day, regardless of the number of Denial of Service SLA non-compliances during the day. help4IT will use trouble tickets and other appropriate help4IT records to determine, in its sole judgment, SLA compliance. Customer must request a credit from help4IT no later than 30 days after the Denial of Service attack occurred.


Total SLA Credits for Datacentre Internet Bandwidth and Space

The total amount of credits under all of the above SLAs for which Customer may be eligible in any month will not exceed the help4IT monthly recurring charge for the Customer colocation or hosting agreement.