eCloud Virtual Datacenter - Service Level Agreement (SLA)
SeFlow guarantees high quality standards for its eCloud Virtual Datacenter infrastructure, hereinafter referred to as eCloud. Specifically:
NetworkSeFlow guarantees a service continuity level not lower than 99.80%, unless otherwise specified, with reference to the whole duration of the agreement. Possible planned maintenance interventions are excluded.
Data Center infrastructureSeFlow guarantees delivery of electricity and cooling capability not lower than 99.90%, unless otherwise specified, with reference to the whole duration of the agreement. Possible planned maintenance interventions or issues not directly attributable to SeFlow, such as poor provision of electricity by the Operator, or natural disasters, are excluded.
MigrationIf, due to maintenance operations or updates, a request migration is required, SeFlow will guarantee the procedure without any service interruptions (Live Migration). In the event of overlapping of resources, SeFlow will carry out up to two request reboot procedures. Any migration notifications, unless otherwise agreed, will be issued with a notice of at least 24 hours.
Should SeFlow fail to comply with its contractual obligations, the customer will be entitled to reimbursement. Such reimbursement will be calculated based on the resources being used (CPU, RAM, HARD DISK, BAND) for each single request. If a request is destroyed before the relevant reimbursement has been issued, it will not be possible to validate the procedure. Should you be eligible for reimbursement, SeFlow undertakes to add, within 5 days of acceptance, the relevant SLA percentage to your credit to be used in the eCloud Virtual Datacenter account.
Network: Five percent (5%) every 60 minutes of downtime, below 99.8% of uptime;
IData Center infrastructure: Five percent (5%) every 60 minutes of downtime, below 99.9% of uptime;
- "Request" indicates the individual virtual machine;
- "eCloud" indicates the customer's entire activated account;
- "Data Center infrastructure" indicates the portion of datacenter from SeFlow's border router to the host hosting the customer's request.
- "Network" iindicates the presence of connectivity from SeFlow's border router to the host hosting the customer's request. Due to the temperamental nature of the Internet, it is not possible to guarantee that all hosts connected to the Internet can be reached;
- "Planned maintenance" indicates all technical interventions notified through SeFlow's official channels with a prior notice of at least 24 hours.
You will not be eligible for reimbursement if you have pending administrative disputes with SeFlow. These may include: missed payments, overdue invoices, insufficient credit on the account (€0 or below €0), etc.
Reimbursement applications must reach our offices within 7 working days of the experienced problem, and must be accompanied by the relevant "Transparency Agreement application request" document filled out in all its parts. Please send your applications via email at sales@SeFlow.net or via fax at +39.037736731.
Under no circumstances, will the reimbursement credit allocated exceed the overall monthly value of the request in question. The customer undertakes not to ask for any reimbursement for any loss of data or moral damage suffered or for lack of service delivery according to the terms agreed..