Service Level Agreement (SLA)
Robson Communications Inc. Service Agreement (SLA)
Robson Communications Inc. (“ROBSON”) is committed to providing services to the Client (“Client”) at the highest level and industry standards. System availability, network uptime and infrastructure availability are of the most importance. The following service levels are designed to assure Client peak performance and highest uptime available.
100% Network Uptime.
ROBSON guarantees that the network will be available 100% of the time, excluding maintenance. Client is eligible for a credit for Network Downtime for any breach of this guarantee, which can be verified by ROBSON’s technical support team. “Network Downtime” is defined as an inability to transmit and receive data caused by failure of network equipment managed and owned by ROBSON, excluding maintenance.
Infrastructure Availability
ROBSON’s high-capacity, fully redundant network was built with speed, security and reliability in mind. ROBSON runs multiple, state-of-the-art datacenters that are supported by redundant environmental, power and security systems, offering you the best technology for your peace of mind. This means that every server in every rack has two UPSs and two backup generators with 24×7 monitoring by our network operations center (NOC) and support engineers.
Physical and Data Security
Every precaution is taken to ensure the physical security of our systems, network and data center is maintained at the highest level possible. There is no un escorted 3rd party access to our data center. Two separate access points with proximity card and matching pin code validate are used to limit access to the data center. Every clients requirements on data security vary, and so does the solution we provide. There are multiple options to have your data backed up and stored offsite in a secure facility and the ability to have Network and System based Intrusion Detection Systems in place to monitor your systems. Please contact a ROBSON sales representative for more information on this or any other questions you may have.
Service Issues and Hardware Replacement.
An issue or outage is classified as loss of hardware or service in the following areas of responsibility or ROBSON; server hardware, operating system, storage (SAN and NAS), network connectivity and tape backup solution. ROBSON guarantees that system hardware failures that may or may not result in loss of service will be resolved by ROBSON within 4 hours of notification of the incident. Notification of any hardware failure, operating system issue or service being monitored will be sent within 3 minutes of the issue occurring. Notification will be sent to both Client and ROBSON at the same time. Any loss of service as a result of failed hardware that is not replaced within the 4 hour time period will result in a service level credit as described in the Remedies section. A formal outage report will be drafted and sent to Client once the issue has been resolved by ROBSON. The outage report will be sent to Client within 24 hours of the resolution of the issue.
Remedies.
In the event ROBSON fails to meet the Hardware Replacement Guarantee or Client experiences Infrastructure Downtime or Network Downtime as outlined herein, provided Client follows the procedures outlined herein, ROBSON will apply a credit (“Credit”) to Client’s account in an amount equal to five percent (5%) of the net monthly reoccurring charge for the affected account for each hour of downtime or fraction thereof.
In order to claim Credits, Client must open a ROBSON trouble ticket. All downtimes will be measured from the time the ticket is received and validated by ROBSON, in its sole discretion is able to resolve the issue. Client may not receive more than one (1) Credit per incident and in no event will Client receive greater than half of one month’s net monthly reoccurring charge per incident under this SLA.
Client must be a ROBSON Client in good standing to receive the Credit. No Credit will be applied to accounts that are past-due or for accounts that are cancelled before the conditions for payment of the Credit are met. Upon cancellation of the Client’s account, any outstanding or previously accrued Credits will be forfeited. Credits will be applied against purchases or renewals for which payment is due after the date the credit is applied. Credits will not be applied against past due balances.
Exceptions.
Client shall not be entitled to any Credit hereunder if Infrastructure Downtime or Network Downtime is caused by: (i) actions of the Client or others authorized by Client to use the Service under the Agreement; (ii) the failure of power, facilities, equipment, systems or connections not provided by ROBSON; (iii) the failure of Third Party Service to ROBSON’s network; (iv) application or 3rd party software, (v) the result of network maintenance activity, (vi) Denial of Service attack, hacker activity, or other malicious event or code targeted against ROBSON or a ROBSON Client, or (vii) failure of any Network or Internet Infrastructure not owned or managed by ROBSON. Server Hardware Replacement guarantee does not include time required to perform data restores and backups if applicable.
Please keep in mind that additional modifications can be made to your SLA depending on the level of redundancy and high availability you need.
