Vmware Support Service Level Agreement

5.1 Availability. We guarantee that your storage Area Network (SAN) and archive storage service will be 100% available in a given calendar month, with the exception of scheduled maintenance operations and downtime or deterioration due to material errors. Your SAN is unavailable if your SAN-connected server does not have access to the data stored in the SAN and is measured from the date a Trouble ticket is opened (either by you or by ClearDATA) until data access is restored. If the SAN is not available due to a hardware error, we have a technical specialist and the necessary parts on site to begin the repair within six hours of identifying the problem. During the term of the agreement by which Google has agreed to make the Google Cloud Platform available to Customer (if applicable, the “Agreement”), the Covered Service makes available to Customer a percentage of the monthly operating life as follows (“Service Level Objective” or “SLO”): 8.1.4. Virus protection. We install, monitor, update and manage antivirus software on your hosted solution. In case the antivirus monitoring is triggered, we will notify you and mitigate the event. In the event that the infected server contains ePHI, we will initiate an investigation to determine if a breach has occurred. In the event of an infringement, you will be informed in accordance with the framework contract. It is not considered a violation of the SLA if the antivirus service blocks or disables access to your servers and/or application functions, but we will work with you to customize the antivirus definitions to avoid a recurrence. You must request credit in writing by sending an email to support@cleardata.com no later than seven days after the occurrence of the event justifying the credit.

We will contact you within thirty days to approve or reject the claim or request more information. If the application is accepted, the credit will appear on your monthly invoice after approval. downtime does not include loss of external connectivity due to (i) failure of the Google-managed VPN service (handled exclusively in the cloud VPN SLA); (ii) the Interconnection or Partner Interconnection error managed by Google (addressed exclusively in the Interconnection SLA); or (iii) networked services – standard level cannot use traffic. 8.1.1 Availability Monitoring. We will monitor the availability and capacity of the service via TCP and SNMP. Monitoring templates are designed based on the server function and installed services. You have the option to check these templates with your implementation team. You can add up to three custom monitors per server. You will be notified by a ticket if the monitors fail three times in a row. In the event of a capacity warning, you have the option to reduce your usage or increase your purchased capacity. This is not an SLA violation when a shutdown event occurs due to insufficient capacity, provided that we have informed you in advance of the capacity issue. If the availability of a class of service that you purchased is less than the associated availability requirement, you can claim service credits for that relevant service category.

The availability of a given month is calculated using the following formula: “Availability” = ((full minutes in a calendar month – total minutes not available) / total minutes in a calendar month) x 100 downtime and SLA events A class of service is considered “unavailable”, subject to the limitations of the Service Level Agreement set out below, when VMware`s monitoring tools find that one of the following events has occurred ( ┬áSLA-E) reignis”). The total minutes during which a class of service is unavailable for a particular SLA event are measured from the time VMware verifies the occurrence of the SLA event, as defined below, until the time VMware fixes the SLA event so that the service offering is available to you. . . .

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