Service Level Agreement - OpenStack Network and API Addendum
HostDime.com, Inc. Service Level Agreement - OpenStack Network and API Addendum (Last Rev. 10/04/2016)
This Cluster Availability Service Level Agreement (SLA) applies to you if HostDime.com, Inc. (hereafter referred to as HostDime, we, us or our) is providing OpenStack Network and API Access to you and your account is in good standing. Terms not defined in this SLA have the meaning given to them in your agreement with HostDime.
HostDime endeavors to have Network Connectivity and API Access available for the OpenStack Cluster 99.9% of the time (Cluster Availability). This does not guarantee individual site-level access to projects located on the cluster, but rather to the Network Connectivity and API Access offered by the cluster itself.
In the event that there is no Cluster Availability for over 24 hours total over a given month, HostDime will credit your account with the Monthly Access Fee for the Service.
In order for you to receive a credit, you must request the credit within seven business days after the amount of Cluster Availability has surpassed 24 hours. Cluster Unavailability means: Networking Connectivity and API access were not accessible globally. You can request credit by sending a request to our billing department through our helpdesk (email@example.com). The message must originate from the primary email we have in our records for you, and contain your OpenStack Project ID, the dates and times of the unavailability of the OpenStack Cluster, and any other customer identification requested by HostDime. Credits will typically be applied to your account within sixty days of your credit request. This credit is your sole and exclusive remedy for our failure to meet the Cluster Availability SLA. The statistics generated by our internal monitoring services are the final determination of the uptime of our service, and not any one client's experience.
Credits will not be provided to you in the event that you have no Cluster Availability because of: (i) scheduled maintenance, (ii) your behavior or the performance or failure of your equipment, programs or applications, or (iii) circumstances beyond HostDime's reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, DDoS attacks (distributed denial-of-service), unavailability of interruption or delay in telecommunications or third party services (including DNS propagation), failure of third party software or hardware or inability to obtain raw materials, supplies, or power used in or equipment needed for the Cluster.