Datacentre Service Level Agreement

This SLA only applies to our Vancouver (YVR1) datacentre.

Datacentre Transit

Tech Futures shall maintain 100% Service availability for redundant transit services, where the customer has at least 2 ports to Tech Futures core switches.  And 99.9% Service availability for non-redundant services.

In the event that the network is under attack, we reserve the right to take action to prevent any degradation of performance to other customers, including but not limited to the use of null routes.

Availability

Measure Remedy
Network Availability is defined as the minutes of uptime over the calendar month during which the Tech Futures provided Data Services are available to transport packets.

 

Outage shall be defined as an interruption to Availability by fault of Tech Futures. If the service does not meet or exceed the Service Deliverable specified in Table 1, this will be considered an Outage.

 

 
  • Customers will be credited to their account a percentage of their monthly recurring charge (“MRC”) for the month in which the Outage occurred in accordance with the tables below. Credits apply to only that portion of the Customer’s bill that relates to the affected service.
  • In no month shall Customer be credited more than the MRC for the affected services (inclusive of any other credits).
  • If Customer refuses to let Tech Futures take the circuit down for testing purposes, the Services will be deemed Available and as such not eligible for a credit.

Credit Schedule for Datacentre Transit

Service Outage during Calendar Month Service Availability during Calendar Month Credit Amount of MRC for Non-Redundant Services Credit Amount of MRC for Redundant Services
0 – 30 minutes 100% < Availability ≥ 99.9% None 5% of MRC for affected service
30 minutes – 4 hours 99.9% < Availability ≥ 99.4% 10% of MRC for affected service
4 – 6 hours 99.4% < Availability ≥ 99.2% 5% of MRC for affected service  

25% of MRC for affected service
6 – 8 hours 99.2% < Availability ≥98.9 % 10% of MRC for affected service
8 – 12 hours 98.9% < Availability ≥98.3% 20% of MRC for affected service 50% of MRC for affected service
12 – 24 hours 98.3% < Availability ≥96.7% 30% of MRC for affected service
24 – 36 hours 96.7% < Availability ≥95% 50% of MRC for affected service 100% of MRC for affected service
36+ hours Availability ≤95% 100% of MRC for affected service

Datacentre Power

Tech Futures shall maintain 100% Service availability for redundant power Services and 99.99% Service availability for non-redundant power Services.

For any billing month in which Tech Futures fails to meet the foregoing SLA with respect to power, Customer will, subject to the “Excluded Outages” (as defined below), receive, as its sole and exclusive remedy and Tech Futures sole obligation for such failure, credit to its account based on the actual duration of the interruption of such power Service. Tech Futures maintenance logs and trouble-ticketing systems will be used for calculating any SLA credits. The amount of credit is stated below as a percentage of the monthly recurring charges due to Tech Futures for such affected Service for the applicable calendar month.

Credit Schedule for Datacentre Power Services

Service Outage during Calendar Month Service Availability during Calendar Month Credit Amount of MRC for Non-Redundant Services Credit Amount of MRC for Redundant Services
0 100% Availability None None
1 – 5 minutes 99.999% – 99.990% Availability None 10% of MRC for affected service
5 Minutes – 45 Minutes 99.990% – 99.900% Availability 10% of MRC for affected service 25% of MRC for affected service
45 Minutes – 36 Hours 99.900% – 95.000% Availability 25% of MRC for affected service 50% of MRC for affected service
36+ hours < 95% Availability 50% of MRC for affected service 100% of MRC for affected service

Notifications

Outages must be reported immediately to the NOC (Network Operations Center). The Outage will be deemed to have begun from the moment of such notification. Requests must be made no later than 10 business days after the relevant Outage occurred, failing which the right to any credit shall lapse.

Exclusions

Credits are not cumulative.

Outage credits do not apply to emergency maintenance, scheduled and utilized maintenance windows where the Customer has received prior notification, 3rd party network access failures or interruptions, acts or omissions by Customer or their agents or end- users including configuration, misuse or failure of their equipment, or force majeure.

If at any time Customer is in default under the Agreement, Customer will not be entitled to any credit. Customer is limited to receiving an aggregate credit of 100% of the monthly recurring charges due to Tech Futures for the applicable calendar month for the affected Service.

Notwithstanding anything to the contrary set forth herein, credit will not be issued under this SLA for any outage that, as determined by Tech Futures in its reasonable judgment, results from any of the following:

  1. Customer-initiated changes, whether implemented by Customer or Tech Futures on behalf of Customer;
  2. a violation of the Policies and Procedures in existence as of the date of such circumstances giving rise to such credit;
  3. any other event or condition not wholly within the control of Tech Futures;
  4. any Tech Futures scheduled maintenance announced at least forty-eight (48) hours in advance, up to an accumulated total of eight (8) hours per month;
  5. any emergency maintenance announced at least sixty (60) minutes in advance, up to an accumulated total of two (2) hours per month;
  6. any failures that cannot be corrected because Customer is inaccessible;
  7. or Customer exceeding its kW commitment as set forth in the applicable Service Order and/or Customer’s power draw on any power circuit exceeding the Power Circuit Threshold.