Platform availability
We will use commercially reasonable efforts to make the solution available with a Monthly Uptime Percentage of at least 99.95%, in each case during any monthly billing cycle.
“Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which the solution, was in the state of “Region Unavailable.” Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Exclusion.
- “Region Unavailable” and “Region Unavailability” mean that more than one Availability Zone in which you are running an instance, within the same Region, is “Unavailable” to you.
- “Unavailable” and “Unavailability” mean, when all of your running instances have no external connectivity or when all of your attached volumes perform zero read write IO, with pending IO in the queue.
IDscan reserves the right to retain one working day a month for software updates, notice will be given one week in advance of this expected delivery date and will follow a Change Control process which the customer will need to agree to.
SLA Exclusions
The Service Commitment does not apply to any unavailability, suspension or termination of the solution or performance issues:
- that result from a suspension of the service;
- caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems
- that result from any actions or inactions of you or any third party, including failure to acknowledge a recovery volume
- that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control)
- that result from failures of individual instances or volumes not attributable to Region Unavailability
- that result from any maintenance as provided for pursuant to the solution Agreement; or
- arising from our suspension and termination of your right to use the solution in accordance with the IDscan Agreement.