Service Level Agreement

Coverage

This Service Level Agreement (SLA) applies to the customer who has ordered any CatN product (vCluster: Lite, Pro, Ultimate) and CatN Hosting. Combined with the “Terms and Conditions” and “Acceptable Use Policy”, these documents form an agreement (“The Agreement”) with the customer. The term “Server Uptime” means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that the content of customer’s web site/application is available for access by third parties, as measured by CatN.

If you have any questions about this agreement (“The Agreement”) please contact support@catn.com.

Goal

CatN’s goal is to provide 100% uptime.

Server Uptime

Individual servers will deliver 100% uptime as monitored within the CatN network by CatN monitoring systems and external monitoring services. Any failures of CatN that prevent web requests being fulfilled or performance targets not to be met (as defined in this SLA) are considered failures covered by this SLA. Examples of failures include power interruptions, hardware problems such as failures to a hard drive or power supply, failures to the environment supporting Customer servers, and loss of connection to all transit providers.

(A) Storage failure

CatN will make reasonable efforts to ensure that server storage is “persistent”. In the event of hardware or software failures CatN will attempt to return the Customer server to service in the same state as it was prior to the failure, including: network configuration such as public and private IP addresses and VLAN; operating system and existing configuration; application software as configured by Customer; and data.

Furthermore, these efforts will include supporting the Customer via telephone, chat or Email at the Customer’s choosing. CatN is not required to make more than commercially practical efforts, and CatN will determine in its sole discretion the extent of effort appropriate in recovering Customer environments and data. Recovering data after more than one disk fails in a RAID array or other comparably complex recoveries are beyond the scope promised.

(B) Network performance

CatN will deliver 100% Uptime. In addition, CatN will deliver network performance meeting or exceeding the specifications listed in this section (Network performance).

(i) Network Performance Terms

“Latency” refers to the amount of time it takes for a packet of data to travel from one point to another.
“Network Outage” means an unscheduled period during which IP services are not useable due to capacity-constraints on the CatN network or a hardware failure in the CatN network.
“Packet Loss” means Latency in excess of 10 seconds.

(ii). Internal Network Performance

“100% Uptime” means the following:
Network Outage: None
Packet loss < 1%
Latency < 20ms
Jitter < 2ms

(iii). Limitations

This SLA does not cover: (a) network performance to Customer’s physical location or internet access point (such as a local DSL/cable modem); or (b) failures due to denial of service attacks or account suspension.

Physical Security

24 x 365 site security monitoring
CatN will ensure the existence of CCTV recording, code secured doors, and key access doors between the computer server hosting facilities and main facility at all times.

Insurance

CatN has insurance for it's own network and server equipment. It is strongly recommended that any co-location customers, or customers hosting their own equipment in any CatN data centre arranges their own insurance for all of their hosted equipment.

Customers using CatN shared hosting services such as vCluster do not need to provide their own insurance as vCluster equipment is covered by CatN's insurance.

Last updated: 27th October 2011