Mosaic Provider Amount Agreement (SLA)

At Mosaic Data solutions (MDS), we built our Service amount contract round the following five components that are core we have been dedicated to offering to each and every Buyer and lover. They’re:

Each of those elements is a pillar upon which we have been creating our company and each we will work to ensure we have met or exceeded your expectations in each of these areas.( day********)

Hardware Substitution

In the function that some of our equipment fails, the defective equipment are going to be changed within one company of identifying the problem day. In the event that the hardware failure results in an unscheduled outage, MDS will use its effort that is best to restore the defective equipment within four (4) hours of determining the difficulty. This will perhaps not feature any moment necessary to perform pc software associated upkeep, including rebuilding records from backups, cloning hard disk drives, reloading the operating-system, reloading and configuring programs, or raid that is rebuilding.

Network Up-time willpower

Mosaic strives to steadfastly keep up a 100per cent system and host service level that is up-time. This percentage that is up-time a monthly figure, and it is computed entirely by Mosaic tracking methods or Mosaic authorized/contracted outside tracking services. If Mosaic doesn’t fulfill its 100per cent up-time guarantee, which is perhaps not because of one of several exclusions below, credits are going to be distributed around each customer, upon demand, on an instance by situation foundation. Mosaic doesn’t credit the full month’s solution for small downtime. This will never be economically healthier for Mosaic, and as a result would just affect the service negatively level Mosaic provides to you. “Partial refunds for partial downtime” is our standard policy. In extreme circumstances, Mosaic may distribute month that is full, but this might be managed on an instance by situation foundation. Credits tend to be given for one month’s solution just, never more.

Exceptions: Customer shall perhaps not get any credits under these regards to provider relating to any failure or scarcity of the Mosaic system brought on by or linked with:

Response Time

MDS consumers tend to be included in our 60 minutes response time commitment that is initial. This means that during normal business hours, when you submit a trouble ticket via our Help Desk system, you are guaranteed a response from a Support Rep within sixty minutes. See the attached Response and Resolution Times matrix for a break that is full.

Scheduled Repair & Notification Plan

In the function that Scheduled repair is necessary, MDS provides all consumers whom might be afflicted with the upkeep without any significantly less than 72 hours’ notice via mail and can offer a hyperlink to a bond where our Staff will upload information regarding the Plan repair through the upkeep screen. Clients aren’t entitled to compensation during planned Maintenance.

Unscheduled Outages & Notification Policy

In the function of an event that is unscheduled in an outage, MDS will notify all affected Customers via email within one (1) hour from the time the scope has been determined. This notification email will include a link to our Support system where notices that are subsequent be published through the remediation procedure.

Network SLA Exclusions

Many possible situations tend to be totally beyond the control over MDS, and they are perhaps not within the range of the SLA. They include:

Network SLA Treatment

In the function that MDS doesn’t fulfill this SLA, customers can be entitled to request settlement for downtime. The customer will be eligible to receive a credit for 8 times the actual amount of downtime whether MDS is or is not directly responsible for causing the downtime. This means that if your server is unreachable for 1 hour (beyond the 0.1% allowed), you shall get a credit for 8 hours.

All needs for settlement should be gotten written down or via mail within five (5) company times of the event under consideration. The total amount of settlement may well not meet or exceed the customer’s monthly charge that is recurring. This SLA does not apply to any Customer who is in breach of MDS Acceptable Use Policy or any Customer with a past balance that is due

Mosaic Data Services Business / Provider Hours:

ONLINE / REMOTE HELP OBTAINABLE 24x7x365
NORMAL COMPANY HOURS:	9:00am – 5pm M – F
AFTER HOURS / WEEKENDS:	5:00pm – 9:00am M – F, Weekends
HOLIDAYS / EMERGENCIES:	All Federal Holidays & Problems
* problems are events that want an answer away from MDS’s normal SLA

How to Report an issue or Service Issue:

You can report a challenge or start a solution with your 24×7 EPIC help staff by emailing the issue to our Help Desk.

It could be the Customer’s duty to open up a violation making use of the correct stations. The customer does not open a support ticket using the proper channels, the issue will not be covered by this Service Level Agreement.( in the event********)

SEVERITY	PRIORITY	Response Time during Typical Business Hours	Response Time After Company Hours	Resolution Time	Escalation limit (in hours)
Urgent: Server / Site / Network unavailable or down. (total lack of connection, equipment or pc software. All users impacted)	1	Within one hour	Within one hour	ASAP	1 hour
Elevated: restricted lack of solution. (minimal lack of accessibility or rational solutions. Company procedure can ( continue)*****************)	2	Within one hour	Best work ASAP, upcoming Business at the latest.( day*****************)	Within 8 hours, exact same working day if at all possible.	4 hours
Normal: no solution reduction, separated problem or issue (company procedure can carry on, one user impacted, issue is perhaps not influencing various other people or services).	3	Within one hour	Best work ASAP, upcoming Business at the latest.( day*****************)	Best work ASAP, upcoming Business at the latest.( day*****************)	4 hours
Routine / Scheduled Maintenance	4	As Planned

Priority 1 Situations:

Server Down – not able to connect/access internet site or server Site Down – online site reported down or struggling to access system Down – not able to ping or hook up to server e-mail Down – not able to access post host.

Priority 2 Situations:

Unable to get into service that is logical, e-mail) host working Firewall preventing just one internet protocol address Backup / File restoration.

Priority 3 Circumstances:

New account setup or DNS Configuration cPanel / Hsphere issues generate new domain or domain alias Outlook connection Quota Exceeded / Not reporting proper.

Priority 4 Circumstances:

Server revisions / patching Configuration revisions Account migrations.

In the function the consumer doesn’t start a violation making use of the channels that are proper above, the problem will never be included in this Service amount contract.