“Cloud Services” refer to every service provided by Ormuco through the Cloud Portal (or “Portal”). Every other Cloud Service that is not explicitly available through the Portal and can be derived through a direct connection to the OpenStack API is not covered by this SLA. We will use reasonable effort to provide the greatest availability for these services. The Cloud Services available through Portal are:
Cloud Services Uptime
“Maximum Service Uptime” is the total accumulated minutes during a billing period for Cloud Service.
“Maximum Connectivity Minutes” is measured from the moment the Cloud Service has been launched officially in production or from the start of the billing period if the service has already been launched.
“Service Downtime” is the total amount of minutes (rounded to the closest whole unit) where the Cloud Service was unavailable to the user during the billing period.
“Monthly Service Uptime Percentage” is the percentage of time where the Cloud Service was available during the billing period for the Customer. The uptime of all the Cloud Services listed above is subject to this SLA. The uptime is measured by the availability of the Cloud Services to the user. The uptime is measured using the following formula:
Monthly Service Uptime Percentage = (Maximum Service Uptime – Service Downtime) / Maximum Service Uptime
If the Monthly Service Uptime Percentage for one or more user is lower than the stated threshold in the table below, then the Customer is awarded a credit on his/her invoice up to the amount specified.
|Monthly Service Uptime Percentage||Service Credit*|
Service Level Coverage
Access to Ormuco Support team: 24/7
Monitoring system in real time: 24/7
Customer has access to a secured Online Support Portal, where they can submit, update, track and close their cases or requests.
When you log on to our Client Web Portal, you can easily:
Ormuco technicians are also able to update call status and solutions and report on-site activities at all times – giving the Customer near real-time access to account information.
|Type||Service Quality Impact||Response Time|
|< 15 minutes|
|< 4 hours|
|< 24 hours|
Ormuco will lead the staff on the Customer data centre to check the physical environment such as power connections and cabling.
In order to initiate a claim for Service Credit, Customer must contact our finance department within five (5) days after the end of the month for which credit is requested. The Service Credit request must provide:
Customer will be notified via e-mail (at his/her registered email address with Ormuco) upon resolution of the request. If rejected, the notification will specify the basis for rejection. If approved, we will issue Service Credit to your account, appearing on the next invoice issued. Multiple Service Credits will not be given for the same period of time; i.e. failure to meet multiple criteria during a period of time generates only a single Service Credit. The total number of all Service Credits for all failures to meet Service Levels in a given month may not exceed the total Monthly Recurring Charge actually paid by Customer for Service during that billing period. The credits are capped at four percent (4%) of the revenues generated and paid to Ormuco by the Customer over the last twelve (12) months. Service Credits will be credited against a Customer’s billing period payment for Monthly Recurring Charges and may not be received in the form of a refund.
No credit is available for a Customer:
If Ormuco approves the Credit claim due to lack of conformity of the installation warranty, the Service Claim will cover the first billing period of the Monthly Recurring Charges, excluding the cost of installation or other costs of start-up or material.
We shall not be liable for our failure to adhere and/or meet the Service Level due to any one of the following: