Service Level Agreement Managed Applications

Transcription

1 Service Level Agreement Managed Applications 1. Definitions Availability Rate, unless otherwise stated for a specific Feature, refers to the rate defined by the following formula: where: is the time during which the concerned Feature is subscribed for the month involved is the Downtime of the concerned Feature for the month involved is the Downtime of the concerned Feature for the month involved during which quality-of-service commitments of Orange Business Services are not applicable as per contractual provisions. Availability Rates are measured on a calendar month basis. Change Time refers to the time elapsed between the Request for Change and the end of its implementation as notified by Orange Business Services, minus the periods during which Orange Business Services engagements do not apply. Downtime refers to the period(s) during which an incident causes a significant malfunction of the Service or Feature concerned, affecting all Users. Calculating the duration of the unavailability obeys specific criteria for each Service or Feature. Fault Repair Time refers to the time elapsed between a ticket s opening and its closing, minus the periods during which Orange Business Services engagements do not apply. General Terms and Conditions refers to Orange Business Services general terms and conditions for Cloud Services. Guaranteed Availability Rate (or GAR) refers to the Availability Rate below which Orange Business Services undertakes to pay penalties to the Customer, for a given Service Unit, in accordance with the level of support to which the Customer has subscribed. Guaranteed Change Time (or GCT) refers to the Change Time to which Orange Business Services commits in the event of change request, limited to those changes described in the catalogue and validated by Orange Business Services, in accordance with the level of support to which the Customer has subscribed. Guaranteed Fault Repair Time (or GFRT) refers to the Fault Repair Time within which Orange Business Services commits in the event of Downtime, in accordance with the level of support to which the Customer has subscribed. Guaranteed Response Time (or GRT) refers to the Response Time within which Orange Business Services undertakes to respond to an incident ticket, in accordance with the level of support to which the Customer has subscribed. Managed Tenant refers to a virtual private pool of resources on Flexible Engine cloud, only accessible to Orange Business Services. Creation, deletion, modification and listing of these resources and associated Features may be performed by Orange Business Services only. Response Time refers to the time elapsed between a ticket s opening and notification to the Customer of Orange Business Services having taken it into account, minus the periods during which Orange Business Services engagements do not apply. Service refers to the service Managed Applications provided for one Managed Tenant. Each Managed Tenant constitutes a separate Service. Service Unit refers to a sub-set of the service provided on a Virtual Machine (VM) or physical server, in the event of managed OS Functionalities, Managed Database or Managed Middleware, and on one or more VM(s) or physical server(s) where the managed Application Functionality is concerned. The Customer subscribes to Service Units using the Order Form. 1/5

2 2. Purpose of the document The purpose of the present Service Level Agreement is to set forth the conditions on which Orange Business Services commits on quality-of-service for the Managed Applications Service, in application of General Terms and Conditions. 3. Conditions of application 3.1. The quality-of-service commitments described in article «Commitments and penalties» of the present document apply in accordance with General Terms and Conditions Limitations specific to each Feature, if any, are specified in article «Commitments and penalties» Under no circumstances may Service Credits granted to the Customer exceed 20% of the monthly recurring charge invoiced to the Customer for the Service in question and month in question The same incident shall not entitle to Service Credits under both Flexible Engine and Managed Applications Service Level Agreements. 4. Commitments and penalties 4.1 Guaranteed Availability Rate (GAR) Commitment Orange Business Services undertakes to comply with an Availability Rate in the chart below for each subscribed Service Unit, in accordance with the level of support to which the Customer has subscribed: Guaranteed Availability Rate Managed OS 99.90% Managed database 99.5% 99.8% 99.9% Managed middleware 99.5% 99.8% 99.9% Managed application 98% 99% 99.5% Gap calculation The Availability Gap is calculated as follows for the month in question and for each concerned Service Unit: Availability Gap 2/5

3 4.1.3 Penalties If during a given month, the Availability Rate of a Service Unit is strictly less than the Guaranteed Availability Rate, Orange Business Services undertakes to issue Service Credit equal to the percentage listed in the table below, of the recurring monthly figure minus tax invoiced to the Customer for the Service Unit assigned for the relevant month, in accordance with the Availability Gap recorded: Availability Gap From 0 to 1 point 2% From more than 1 point to 2 points 5% From more than 2 points to 3 points 10% More than 3 points 15% 4.2 Guaranteed Fault Repair Time (GFRT) Commitment Orange Business Services undertakes to comply with the following Fault Repair Times for each subscribed Service Unit, depending on the level of support to which the Customer has subscribed, time being counted solely during the Guaranteed Fault Repair Time Incident severity Severity 1 1 WD 8h 4h Severity 2 2 WD 24h 8h Severity 3 No commitment 48h 32h Gap calculation The Fault Repair Gap is calculated as follows for the month in question and for each concerned Service Unit: Penalties If for a given Incident Ticket, the Guaranteed Fault Repair Time is exceeded, Orange Business Services undertakes to issue Service Credit equal to the percentage listed in the table below, of the recurring monthly figure minus tax invoiced to the Customer for the Service Unit assigned for the relevant month, in accordance with the Fault Repair Gap recorded: Fault Repair Gap 3/5

4 4.3 Guaranteed Response Time (GRT) Commitment Orange Business Services undertakes to comply with the following Response Times for each subscribed Service Unit, depending on the level of support to which the Customer has subscribed, time being counted solely during the Guaranteed Response Time (GRT) Incident severity Severity 1 12h 1h 30 mins Severity 2 1 WD 2h 1h Severity 3 1 WD 24h 8h Gap calculation The Response Gap is calculated as follows: Penalties If for a given Incident Ticket, the Guaranteed Response Time is exceeded, Orange Business Services undertakes to issue Service Credit equal to the percentage listed in the table below, of the recurring monthly figure minus tax invoiced to the Customer for the Service Unit assigned for the relevant month, in accordance with the Response Gap recorded: Response Gap 4/5

5 4.4 Guaranteed Change Time (GCT) Commitment Orange Business Services undertakes to comply with the following Change Times for each subscribed Service Unit, depending on the level of support to which the Customer has subscribed, time being counted solely during the Guaranteed Change Time Execution of basic change 24h 12h 8h Execution of basic critical change Not applicable 8h 4h Execution of complex change 96h 72h 48h Execution of complex critical change Not applicable 48h 24h Response to a request for non-catalogue change No commitment 5 WD 3 WD Gap calculation The Change Gap is calculated as follows: Penalties If for a given Request for Change the Guaranteed Change Time is exceeded, Orange Business Services undertakes to issue Service Credit equal to the percentage listed in the table below, of the recurring monthly figure minus tax invoiced to the Customer for the Service Unit assigned for the relevant month, in accordance with the Change Gap recorded: Change Gap 5/5