4BT-CE Service Level Agreement
- 100% uptime on an annual basis for electricity and/or air conditioning
- 99.95% uptime on an annual basis and accessibility via the Internet to the virtual infrastructure created and allocated.
- Planned maintenance – Time for planned maintenance is not counted in the uptime calculation. Planned maintenance concerns activities regularly carried out to maintain the functionality of the Data Center resources by means of which the Service and the physical nodes that host the virtual infrastructure is provided both ordinary and extraordinary. The implementation of the maintenance operations will be communicated to the Customer by Aruba with at least 48 hours’ notice by email sent to the email address indicated in the order phase. Every reasonable effort to carry out the planned maintenance tasks at times with minimal impact to the Customer’s virtual infrastructure will be made.
- Detecting failures and/or faults – Any failures and/or faults of the resources of the Data Center by means of which the Service or the physical nodes that host the virtual infrastructure created and allocated by the Customer is provided, shall be reported by the Customer by opening a service ticket. Failures or faults can be reported by the Customer to the support service 24 hours a day. Any reports received will be promptly forwarded to the technical support respecting the chronological order of receipt. Monitoring of the Data Center is carried out using specific software packages that detect and indicate any failures or faults by notifying the Data Center support team, which operates 24/7, 365 days a year in real-time.