Service Level Agreement

For fully managed Infrastructure as a Service

This Service Level Agreement for Pan-Net Cloud Services (this “SLA”) applies to the Cloud Services listed in this SLA.

Definitions

Term/Abbreviation

Definition/Description

Anti-affinity rule

The rule which tells OpenStack scheduler to put tenant VMs on separate compute nodes.

Availability Zone (AZ)

Is a fault-isolated area within a region, providing redundant power, cooling, and networking.

Block Storage

Is a traditional block storage device over the network. Block storage is a category of data storage mostly used in storage area network (SAN) environments, where data is saved in huge volumes known as blocks. Each block in block storage is configured by a storage administrator and acts as an individual hard drive.

Object Storage

Is the storage and retrieval of unstructured blobs of data and metadata using an HTTP API. Object storage is a type of data storage that involves storing data as objects with associated metadata and unique identifiers

Persistent Storage

Is any type of storage device that the data has stored even after a loss of power. This type of storage is also called non-volatile or rather non-volatile.

Downtime (Compute)

For Virtual Machine (VM) Instances: Loss of external connectivity or persistent disk access for all running VM instances.

Downtime does not include loss of external connectivity as a result of:
– Failure of customer-specific private peering; that sort of downtime is addressed exclusively in the MPLS NNI SLA,
– Failures outside Pan-Net network responsibility.

Pan-Net Cloud Portal

Is the web interface, provided by Pan-Net, through which customers may manage the Service.

Monthly Uptime Percentage

The total number of minutes in a billing month, minus the number of minutes of Downtime(s) in a billing month, divided by the total number of minutes in a billing month.

Region

Is a specific geographical location where Service (resources) is running. Usually, it is a country. Each region has a minimum two (2) Region Availability Zones.

Region Availability Zone (RAZ)

Is an Availability Zone in a dedicated Region.

Each region has a minimum of two (2) Region Availability Zones.

Each Region Availability Zone has a minimum of three (3) Site Availability Zones

In order to deploy fault-tolerant applications that have high availability, a recommendation is deploying applications across multiple RAZ.

Service Credit

Percentage of monthly bill for the respective Covered Service which did not meet SLA that will be credited to future monthly bills of Customer

Site

OpenStack deployment. As of today, Pan-Net IC deploys a separate OpenStack environment with its own OpenStack control layer in each data center. Therefore, Site is synonymous to Data Center in today’s deployment model.

Site Availability Zone (SAZ)

Is an Availability Zone in a dedicated Region Availability Zone.

Each Region Availability Zone has a minimum three (3) Site Availability Zones.

Virtual Machine (VM)

Refers to persistent instance types that can be deployed in Pan-Net cloud.

General service commitment

Pan-Net will use commercially reasonable efforts to make the Service available with a Service Level defined in this SLA, during the billing cycle.

In case the Service does not meet the Service Level as described in this SLA, then the customer may be eligible for a credit towards a portion of paid monthly service fees.

List of applicable cloud services

  • Infrastructure as a Service (IaaS)

  • Compute

Application deployment conditions

The Pan-Net IC terminology for availability zones is shown in Figure 1.

Pan-Net does the maintenance of the compute nodes on a per SAZ per node basis. And there is a maintenance pause of 2 days between SAZ. If the application deploys more than 2 VMs in the RAZ and applies anti-affinity rule, then it is protected from the simultaneous downtime of its VMs during compute node maintenance inside SAZ.

More information can be found in the section Availability

Claims

Cloud Portal with all information necessary to validate the claim, including but not limited to:

  • a detailed description of the issue;

  • available evidence of the issue (logs, proof of correct compute and application configuration; warnings, error notifications and files, screenshots, etc.);

  • information regarding the time and duration of the Downtime;

  • the location of affected Service/Service Resources;

  • description of customer’s activities to resolve the Incident.

The customer must submit the claim by the end of the calendar month following the month in which the issue occurred.

If the Customer does not comply with these requirements, the Customer will forfeit its right to receive a Service Credit. If a dispute arises with respect to this SLA, Pan-Net will make a determination in good faith based on its system logs, monitoring reports, configuration records, and other available information.

Service credits

Service Credits will follow the contractual agreement established under the Service Agreement document.

SLA exclusions

This SLA and any applicable Service Levels do not apply to any performance or availability issues:

  • due to factors outside Pan-Net reasonable control, including any force majeure event (e.g. natural disaster, war, government action, or a network or device failure external to Pan-Net Service);

  • that result from the use of services, hardware, or software not provided by Pan-Net as a part of the Service;

  • caused by not following Pan-Net advisory related to using of the Service as advised;

  • that result from customer unauthorized action or lack of action when required, or otherwise resulting from customer failure to follow appropriate security practices;

  • that results from customer failure to adhere to any required configurations, use supported platforms, follow any policies for acceptable use, or customer use of the Service in a manner inconsistent with the features and functionality of the Service or inconsistent with Pan-Net published guidance.

Service level indicators

Number

Service Type

Service Name

Service Level Indicator

Service Level Agreement

1

IaaS

Region
Compute

Monthly Uptime Virtual Machines in a Region

(is applied for the application with minimum 4 x VM Instances distributed over a minimum 2 x RAZ where VM Instances in each RAZ are placed in separate SAZ and/or Anti-Affinity rule is applied.)

≥ 99,99%

2

IaaS

Region Availability Zone (RAZ) Compute

Monthly Uptime Virtual Machines in a Region Availability Zone

(is applied for the application with minimum 2 x VM Instances

in this RAZ, where VM Instances are placed in separate SAZ and/or Anti-Affinity rule is applied.)

≥ 99%