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.
CatN’s goal is to provide 100% 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.
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.
CatN will deliver 100% Uptime. In addition, CatN will deliver network performance meeting or exceeding the specifications listed in this section (Network performance).
“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.
“100% Uptime” means the following:
Network Outage: None
Packet loss < 1%
Latency < 20ms
Jitter < 2ms
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.
Subject to below, if the Server Uptime of a customer’s web site/app is less than 100%, CatN will issue a credit to the customer being calculated on the basis of the value of the period of time the CatN service was unavailable.
Less than 100% server availability credits the customer with 200% of the value of the downtime.
For example if a customers bill is £100 per month, the value of one minute of down time (in a 30 day month) is £0.0024. 30 minutes of down time in this (30 day) month is valued at £0.072, and with the CatN 200% SLA the customer credit is (0.072 x 2), £0.144. 30 minutes of downtime would result in a customer credit of £0.144. No credit will exceed two hundred percent (200%) of Customer’s fees for the service in question for the then-current billing month.
Base package 1 minute value (30 day month):
£5 vCluster Lite: £0.00012
£25 vCluster Pro: £0.00058
£100 vCluster Ultimate: £0.00232
If CatN independent and internal monitoring systems average service unavailability at less than 100%, the 200% credit will be applied. Credits cannot be refunded and can only be used towards future bills. The credit paid to the customer will not exceed twice their monthly bill.
Credit will automatically be applied to the customer account with no request necessary from the customer. The credit will be applied at the end of each billing month cycle after completed payment of the current cycles monthly bill.
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.
Last updated: 21st June 2010
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