Service Delivery SLA

Updated: 2018-04-01 (YYYY-MM-DD).

DOCKTERA strives to maintain as high availability of its Cloud Platforms as possible. DOCKTERA provides an Availability service level for External Connectivity of at least 99.95% on each of their Availability Zones.

If We do not achieve and maintain service levels described in this Service Level Agreement (“SLA”), You might be eligible for deduction from next monthly invoice, see sections compensation, claims and exceptions.

“Application Layer”, means all software including operating system that is running on a virtual server or a bare metal machine.

“Availability”, means calculation of monthly up-time and availability in percentage. Availability formula is (total available minutes for actual month – (minus) Interruption in minutes for affected Availability Zone) / (divided by) total available minutes for actual month. Sum is multiplied times 100.

“Availability Zones”, means geographically separated data centers where DOCKTERA’s Cloud Platforms are hosted.

“Cloud Platforms”, refers to DOCKTERA’s two (2) public cloud platforms: Jelastic PaaS and OpenStack IaaS.

“Control Panel”, means web- or API-based user interface for access to the Cloud Platforms.

“External Connectivity”, means bidirectional network traffic via supported protocols such as HTTP and HTTPS via public IP addresses.

“Force Majeure”, refers to circumstances beyond the control of DOCKTERA that is excluded from the Availability service level. Examples of Force Majeure: war, burglary, industrial action, lightning, fire, errors in another operator’s network, denial of service attacks, or other similar circumstances.

“Maintenance Window”, means planned maintenance of DOCKTERA’s Cloud Platforms. Planned maintenance is excluded from the Availability service level. We notify Our customers minimum five (5) days before maintenance begins. Critical Maintenance Windows can however be announced one (1) day before critical maintenance begins.

“Interruption”, means when all active instances in one Availability Zone is unreachable via External Connectivity or if all storage volumes performs 0 (zero) I/O (input/output) with I/O in queue.

“Platform Consumption”, means consumption of IT resource capacity in DOCKTERA’s Cloud Platforms and includes: virtual server instances, bare metal machines, storage, compute, network, routers, firewalls, etc.

Compensation is based on the total amount of Platform Consumption for the current month and the affected Availability Zone.

Less than 99.95% but greater than 99.50%5%
Less than 99.50% but greater than 99.00%10%
Less than 99.00% but greater than 97.00%25%
Less than 97.00%50%

Compensation is deducted from next month invoice and only towards future Platform Consumption. The maximum compensation for a calendar month is 50% of the total Platform Consumption for the affected Availability Zone and the month when the Interruption occurred. The compensation can never exceed that amount.

For DOCKTERA to consider a compensation, a claim must be done by contacting DOCKTERA support via email at support[at] no later than one (1) month after the month that the claim is referring to. The claim should contain all necessary information, including detailed description of the incident as well as information regarding the timing and duration of the outage.

a. This Service Delivery SLA is not applicable if the disturbance (Interruption) is caused by improper use from the customer or the Application Layer. In case the customer claims compensation in accordance with this Service Delivery SLA and DOCKTERA starts investigating to determine the cause and it turns out that the disturbance (Interruption) is caused by the customer, DOCKTERA has the right to charge for hours spent investigating the claim.

b. Access to the Control Panel is excluded from the Availability service level.

c. Maintenance Windows are excluded from the Availability service level.

d. Force Majeure events are excluded from the Availability service level.