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SERVICE LEVEL AGREEMENT

CloudScale Enterprise Platform

SLA Version: 3.2
Effective Date: January 1, 2025
Last Updated: December 15, 2024

This Service Level Agreement ("SLA") is incorporated into and forms part of the Master Services Agreement between CloudScale Technologies Inc. ("Provider") and the Customer identified in the applicable Order Form.

1. DEFINITIONS

1.1 "Availability" means the percentage of time during a calendar month that the Service is operational and accessible.

1.2 "Down

{
  "document_type": "sla",
  "sla_title": "CloudScale Enterprise Platform Service Level Agreement",
  "effective_date": "2025-01-01",
  "version": "3.2",
  "related_agreement": "Master Services Agreement",
  "service_description": {
    "services_covered": [
      "CloudScale Enterprise Platform",
      "Production Environment",
      "Staging Environment"
    ],
    "services_excluded": [
      "Development Environment (best efforts only)",
      "Beta services",
      "Preview services",
      "Free tier services"
    ],
    "environments": [
      "Production",
      "Staging",
      "Development"
    ]
  },
  "availability_sla": {
    "target_uptime": "99.9% to 99.99% depending on tier",
    "measurement_period": "Monthly (calendar month)",
    "calculation_method": "((Total Minutes - Downtime Minutes) / Total Minutes) x 100",
    "downtime_definition": "Any period during which the Service is unavailable, excluding Scheduled Maintenance and Excluded Events",
    "planned_maintenance": {
      "excluded": true,
      "notification_hours": 72,
      "maintenance_window": "Saturday 2:00 AM to 6:00 AM Pacific Time",
      "maximum_per_month": "8 hours cumulative",
      "max_per_occurrence": "4 hours"
    },
    "availability_tiers": [
      {
        "tier": "Enterprise",
        "target": "99.99%",
        "services": [
          "Production Environment"
        ],
        "max_downtime_per_month": "4.38 minutes"
      },
      {
        "tier": "Premium",
        "target": "99.95%",
        "services": [
          "Production Environment"
        ],
        "max_downtime_per_month": "21.9 minutes"
      },
      {
        "tier": "Standard",
        "target": "99.9%",
        "services": [
          "Production Environment"
        ],
        "max_downtime_per_month": "43.8 minutes"
      },
      {
        "tier": "Staging (All Tiers)",
        "target": "99.5%",
        "services": [
          "Staging Environment"
        ],
        "max_downtime_per_month": "3.65 hours"
      }
    ]
  },
  "performance_sla": [
    {
      "metric_name": "API Response Time (P50)",
      "description": "Median API response time at network edge",
      "target": "< 100 ms",
      "threshold": null,
      "unit": "milliseconds",
      "measurement_method": "Provider's network edge measurement",
      "measurement_frequency": "Continuous"
    },
    {
      "metric_name": "API Response Time (P95)",
      "description": "95th percentile API response time",
      "target": "< 250 ms",
      "threshold": null,
      "unit": "milliseconds",
      "measurement_method": "Provider's network edge measurement",
      "measurement_frequency": "Continuous"
    },
    {
      "metric_name": "API Response Time (P99)",
      "description": "99th percentile API response time",
      "target": "< 500 ms",
      "threshold": null,
      "unit": "milliseconds",
      "measurement_method": "Provider's network edge measurement",
      "measurement_frequency": "Continuous"
    },
    {
      "metric_name": "Page Load Time (P95)",
      "description": "Web application page load time",
      "target": "< 2 seconds",
      "threshold": null,
      "unit": "seconds",
      "measurement_method": "Real user monitoring",
      "measurement_frequency": "Continuous"
    },
    {
      "metric_name": "API Throughput",
      "description": "Minimum API requests per second per account",
      "target": "10,000 requests/second",
      "threshold": null,
      "unit": "requests/second",
      "measurement_method": "Infrastructure monitoring",
      "measurement_frequency": "Continuous"
    },
    {
      "metric_name": "Error Rate",
      "description": "Percentage of valid requests resulting in error",
      "target": "< 0.1%",
      "threshold": "< 1%",
      "unit": "percentage",
      "measurement_method": "Request logging",
      "measurement_frequency": "Continuous"
    }
  ],
  "support_sla": {
    "support_hours": "24x7x365 (Premium) / Monday-Friday 6:00 AM - 6:00 PM Pacific (Standard)",
    "support_channels": [
      "Support Portal",
      "Email (support@cloudscale.example.com)",
      "Phone (+1-888-555-0123)"
    ],
    "severity_levels": [
      {
        "level": "Severity 1 - Critical",
        "definition": "Complete service outage affecting production; no workaround available; business-critical operations stopped",
        "response_time": "15 minutes (Premium) / 1 hour (Standard)",
        "update_frequency": "Every 30 minutes",
        "resolution_target": "4 hours",
        "escalation_trigger": "Automatic to VP Engineering after 2 hours"
      },
      {
        "level": "Severity 2 - High",
        "definition": "Significant degradation of service; major feature unavailable; limited workaround exists",
        "response_time": "30 minutes (Premium) / 4 hours (Standard)",
        "update_frequency": "Every 2 hours",
        "resolution_target": "8 hours",
        "escalation_trigger": "To Senior Engineer after 4 hours"
      },
      {
        "level": "Severity 3 - Medium",
        "definition": "Service impairment affecting non-critical functions; workaround available",
        "response_time": "2 hours (Premium) / 8 hours (Standard)",
        "update_frequency": "Daily",
        "resolution_target": "3 business days",
        "escalation_trigger": "Standard process"
      },
      {
        "level": "Severity 4 - Low",
        "definition": "Minor issue or general inquiry; no significant impact",
        "response_time": "4 hours (Premium) / 24 hours (Standard)",
        "update_frequency": "As needed",
        "resolution_target": "5 business days",
        "escalation_trigger": "N/A"
      }
    ],
    "escalation_path": [
      {
        "level": "Level 1",
        "contact": "Support Engineer",
        "timeframe": "Initial Response"
      },
      {
        "level": "Level 2",
        "contact": "Senior Support Engineer",
        "timeframe": "4 hours or customer request"
      },
      {
        "level": "Level 3",
        "contact": "Engineering Manager",
        "timeframe": "8 hours for Sev1/Sev2"
      },
      {
        "level": "Level 4",
        "contact": "VP Engineering",
        "timeframe": "Customer escalation or Sev1 > 2 hours"
      },
      {
        "level": "Level 5",
        "contact": "Chief Technology Officer",
        "timeframe": "Major incident or customer executive escalation"
      }
    ]
  },
  "service_credits": {
    "credits_available": true,
    "credit_calculation": {
      "method": "Percentage of monthly fees for affected service",
      "tiers": [
        {
          "tier": "Enterprise (99.99% target)",
          "levels": [
            {
              "availability_range": "99.99% - 99.95%",
              "credit_percentage": "10%"
            },
            {
              "availability_range": "99.95% - 99.9%",
              "credit_percentage": "25%"
            },
            {
              "availability_range": "99.9% - 99.0%",
              "credit_percentage": "50%"
            },
            {
              "availability_range": "Below 99.0%",
              "credit_percentage": "100%"
            }
          ]
        },
        {
          "tier": "Premium (99.95% target)",
          "levels": [
            {
              "availability_range": "99.95% - 99.9%",
              "credit_percentage": "10%"
            },
            {
              "availability_range": "99.9% - 99.5%",
              "credit_percentage": "25%"
            },
            {
              "availability_range": "99.5% - 99.0%",
              "credit_percentage": "50%"
            },
            {
              "availability_range": "Below 99.0%",
              "credit_percentage": "100%"
            }
          ]
        },
        {
          "tier": "Standard (99.9% target)",
          "levels": [
            {
              "availability_range": "99.9% - 99.5%",
              "credit_percentage": "10%"
            },
            {
              "availability_range": "99.5% - 99.0%",
              "credit_percentage": "25%"
            },
            {
              "availability_range": "Below 99.0%",
              "credit_percentage": "50%"
            }
          ]
        }
      ]
    },
    "support_credits": {
      "first_occurrence": "No credit",
      "second_occurrence": "5% credit",
      "third_or_more": "10% credit per occurrence"
    },
    "credit_cap": {
      "per_month": "100% of monthly fees for affected service",
      "per_year": "300% of monthly fees for affected service"
    },
    "credit_request_process": {
      "request_required": true,
      "request_deadline_days": 30,
      "documentation_required": "Incident ID, date/time, and impact description",
      "response_time": "10 business days"
    },
    "credit_application": "Applied to next invoice or refunded if no future invoices",
    "exclusive_remedy": true
  },
  "termination_rights": {
    "chronic_failure_termination": false,
    "chronic_failure_definition": null,
    "termination_notice": null,
    "additional_remedies": "Credits are sole and exclusive remedy"
  },
  "exclusions": {
    "sla_exclusions": [
      "Scheduled Maintenance within maintenance window",
      "Emergency maintenance with minimum notice",
      "Force majeure events (natural disasters, war, government action)",
      "Customer-caused issues (misconfiguration, customer code, exceeded quotas, unauthorized access)",
      "Third-party service failures outside Provider's control",
      "Beta, preview, or free tier services",
      "Network issues between Customer and Provider's edge",
      "DNS propagation delays",
      "DDoS attacks that Provider cannot reasonably mitigate"
    ],
    "customer_responsibilities": [
      "Uses supported browsers and clients",
      "Maintains adequate internet connectivity",
      "Follows Provider's integration guidelines",
      "Keeps systems properly configured per documentation"
    ],
    "dependencies": []
  },
  "measurement_reporting": {
    "measurement_tools": "Synthetic monitoring, Real user monitoring (RUM), Internal infrastructure monitoring",
    "data_source": "Provider's monitoring systems",
    "customer_visibility": "Real-time status page at status.cloudscale.example.com",
    "reporting_frequency": "Monthly",
    "report_contents": [
      "Monthly Uptime Percentage",
      "Incident summary",
      "Response time metrics",
      "Support ticket statistics"
    ],
    "dispute_process": "Customer may request third-party verification at Customer's expense"
  },
  "review_governance": {
    "review_frequency": "Quarterly (metrics), Annual (comprehensive)",
    "review_participants": null,
    "sla_modification": "60 days notice; material reductions not applicable until renewal",
    "continuous_improvement": null
  },
  "definitions": [
    {
      "term": "Availability",
      "definition": "Percentage of time during a calendar month that the Service is operational and accessible"
    },
    {
      "term": "Downtime",
      "definition": "Any period during which the Service is unavailable, excluding Scheduled Maintenance and Excluded Events"
    },
    {
      "term": "Error Rate",
      "definition": "Percentage of valid requests that result in an error response"
    },
    {
      "term": "Monthly Uptime Percentage",
      "definition": "Total minutes in month minus Downtime minutes, divided by total minutes in month"
    },
    {
      "term": "Scheduled Maintenance",
      "definition": "Planned maintenance performed during the Maintenance Window with at least 72 hours advance notice"
    },
    {
      "term": "Maintenance Window",
      "definition": "Saturday 2:00 AM to 6:00 AM Pacific Time"
    }
  ],
  "operational_commitments": {
    "backup_frequency": "Database backups every 4 hours; Full system snapshots daily",
    "backup_retention": "Backups: 30 days; Snapshots: 90 days; Point-in-time recovery: 7 days",
    "disaster_recovery": {
      "rto": "4 hours",
      "rpo": "4 hours",
      "dr_testing": "Full DR test annually; Tabletop exercises quarterly; Component failover tests monthly"
    },
    "security_requirements": [
      "Critical vulnerability patch: Within 24 hours",
      "High vulnerability patch: Within 7 days",
      "Medium vulnerability patch: Within 30 days",
      "Security incident notification: Within 4 hours"
    ],
    "compliance_requirements": [
      "SOC 2 Type II",
      "ISO 27001",
      "HIPAA (upon request)",
      "PCI DSS Level 1"
    ]
  },
  "validation": {
    "metrics_defined": true,
    "targets_specified": true,
    "credits_structure_clear": true,
    "measurement_method_defined": true,
    "exclusions_documented": true
  }
}