Service Level Agreement
This document outlines the service level agreement for USERs provisioned with Hosted Services with SAFA.
Master Service Level Agreement
This document contains the Service Level Agreement for SAFA.
THIS SERVICE LEVEL AGREEMENT (“Agreement” or “SLA”) shall apply to all Hosted Services provided by SAFA expressly as an addendum to the Terms of Service (“TOS”) for each customer/client/consumer/domain/administrator/end user/user (“USER”). SAFA is committed to providing a highly available and secure network to support its USERs. Providing the USER with consistent access to Hosted Services is a high priority for SAFA and is the basis for its commitment in the form of a SLA. The SLA provides certain rights and remedies in the event that the USER experiences service interruption as a result of failure of SAFA infrastructure. The overall service availability metric is 99.9%, measured on a monthly basis.
For the purpose of this Service Level Agreement, the terms in bold are defined as follows:
Available or Availability
When the USER who’s account is active and enabled has reasonable access to the Hosted Service provided by SAFA, subject to the exclusions defined in Downtime Minutes below.
Total Monthly Minutes
The number of days in the month multiplied by 1,440 minutes per day.
The time period during which the Hosted Service may not be Available each month so that SAFA can perform routine maintenance to maximize performance, is on an as needed basis.
The total number of minutes that the USER cannot access the Hosted Service. The calculation of Downtime Minutes excludes time that the USER is unable to access the Hosted Services due to any of the following:
(a) Maintenance Time
(b) USER’s own Internet service provider
(c) Force Majeure event
(d) Any systemic Internet failures
(e) Enhanced Services
(f) Any failure in the USER’s own hardware, software or Network connection
(g) USER’s bandwidth restrictions
(h) USER’s acts or omissions
(i) Anything outside of the direct control of SAFA
The network inside of SAFA border routers.
Problem Response Time
The time period after SAFA’s confirmation of the Service event, from receipt of the information required from the USER for SAFA’s Support Team to begin resolution and open a trouble ticket in SAFA’s systems. Due to the wide diversity of problems that can occur, and the methods required to resolve them, problem response time IS NOT defined as the time between the receipt of a call and problem resolution. After receiving a report of fault, SAFA shall use a reasonable method to provide USER with a progress update.
SAFA will communicate the date and time that SAFA intends to make the Hosted Services un-Available at least forty-eight (48) hours in advance (or longer if practical). The USER understands and agrees that there may be instances where SAFA needs to interrupt the Hosted Services without notice in order to protect the integrity of the Hosted Services due to security issues, virus attacks, spam issues or other unforeseen circumstances. Below are the Maintenance Windows and their definitions:
These change controls happen immediately with little notification ahead of time; however, we will provide information soon after or during the change.
These change controls are when we detect an item in the environment that we need to take action on, to avoid emergency change controls in the future. These change controls, if possible, will usually occur in low peak hours with peak being defined by our network metrics.
These are change control’s being done to:
-Support on-going product and operational projects to ensure optimal performance
-Deploy non-critical service packs or patches
Periodic redundancy testing
Where possible planned maintenance will be communicated 5-days prior; however, certain circumstances may preclude us from doing so, such as an external vendor issuing a change control to SAFA.
The required configurations USER must have to access the Hosted Services include:
-Internet connection with adequate bandwidth
-Approved Internet Browsers:
Safa works best with the latest versions of these browsers:
- Google Chrome
- iPad running iOS 10 or higher
- Android Tablets running V8.0 or higher
- Any computer running one of the browsers listed above
Term of the Service Level Agreement
This Service Level Agreement shall only become applicable to the Hosted Services upon the later of (a) completion of the “trial or pilot period,” as such term is defined in the Statement of Work (if any), or (b) ninety (90) days from the provisioning of Hosted Services.
SAFA uses a proprietary system to measure whether the Hosted Services are Available and the USER agree that this system will be the sole basis for resolution of any dispute that may arise between the USER and SAFA regarding this Service Level Agreement.
Availability is calculated based on the following formula:
A = (T – M – D) / (T – M) x 100%
A = Availability
T = Total Monthly Minutes
M = Maintenance Time
D = Downtime
Availability Credit Amount of Monthly Fee for Affected Client
>= 98.5% but < 99.9% 4%
>= 97% but < 98.5% 6%
< 97% 8%
Problem Response Time
SAFA’s failure to meet the Service level metric for Problem Response Time for a month shall result in a Service Level Credit calculated per incident at a credit of 50% of the monthly invoice, up to a maximum Service Level Credit of $200, for the Hosted Service (not including setup, activation fees or other services provided by SAFA) per month. The response time per incident will vary upon the degrees defined below:
Level Criteria Problem Response Time
1 Unplanned interruption rendering the Services un-Available; no work-around 60 Minutes
2 Unplanned interruption rendering the Services un-Available; work-around available 90 Minutes
3 Services are un-Available for a single User or small percentage of USER affected. 24 Hours
4 Intermittent problem 5 Business Days