Agreement Outline

This Service Level Agreement (SLA) relates to co-location facilities leased by Koallo to its clients. This agreement does not cover web hosting services or dedicated servers leased from Koallo but does include environmental/critical systems, including power and HVAC.

Service Guarantee

All systems and networks are monitored both by Koallo and by a contracted third party network monitoring company. As such, we have full records of availability of our services.

In the event of Downtime (as defined below), at the Client's request, the monthly fee payable for the affected fixed-price components of the Service shall be reduced as follows:

• 99.9% uptime. If the total Downtime in the calendar month is more than 45 minutes but does not exceed three and six-tenths (3.6) hours, the Service fee for that month shall be reduced by five percent (5%).
• 99.5% uptime. If the total Downtime in the calendar month is more than three and six-tenths (3.6) hours but does not exceed seven and two-tenths (7.2) hours, the Service fee for that month shall be reduced by ten percent (10%).
• 99.0% uptime. If the total Downtime in the calendar month is more than seven and two-tenths (7.2) hours, but does not exceed fourteen and four-tenths (14.4) hours, the Service fee for that month shall be reduced by twenty percent (20%); and
• Less than 99.0% uptime. If the total Downtime in the calendar month is more than fourteen and four-tenths (14.4) hours, the Service fee for that month shall be reduced by thirty-three percent (33%).

If service availability falls below the minimum acceptable levels as defined by this agreement, clients are eligible for a credit to their account. The amount credited to the client's account is dependent on how far below the minimum acceptable standard the availability was for the given month. For every hour that the services are unavailable below the minimum standard, Koallo will credit the equivalent of 1 day's worth of service fees to the client's account.

To claim credit, customers must contact technical support within the 14 days following the month they are claiming was below the minimum acceptable levels.

Downtime.

Downtime shall mean any interruption of sixty (60) seconds or more in the availability to users of any Website residing on the Hardware and made available through the Services, only if such interruption is due to either (i) failure by Koallo to manage a situation so as to cause interruption in Web availability, or (ii) a disruption in the connection between any such server and the Internet. For purposes of this Section, the Internet is deemed to consist of services that commence where Koallo transmits a Client’s content to Koallo carrier(s) at the Koallo border router ports. Such carriers provide Koallo with private and dedicated bandwidth. Koallo undertakes no obligation for the circuit or link between Koallo facilities and such carrier’s services. If router packet loss is in excess of fifty percent (50%) and is sustained for sixty (60) seconds or more, Koallo will classify this as an “outage.” If an “outage” continues for a time period of more than two (2) minutes, then such an outage will be deemed Downtime. If the latency across the Koallo national IP backbone exceeds one hundred and twenty (120) milliseconds, Koallo will classify this as Downtime.

Maintenance Windows.

In order to maintain and upgrade the Koallo IP backbone infrastructure, Koallo performs scheduled maintenance on its equipment. Outages or performance degradation during scheduled maintenance windows as a result of router, switch or server maintenance, are not considered Downtime for purposes of this section. Koallo shall make all commercially reasonable efforts to provide the client with reasonable prior notification of all scheduled and emergency maintenance procedures.  Koallo will aim to provide 30 days notice to the client of any planned outage.

Service Restoration.

Koallo endeavours to restore service as quickly as possible in the event of an outage. Koallo's goal is to have someone on-site within 2 hours in response to emergencies and provide a mean time to repair (MTTR) of four hours.

Investigation of Service Interruptions.

At Client’s request, Koallo will investigate any report of Downtime, and attempt to remedy any Downtime expeditiously. If Koallo reasonably determines that all facilities, system and equipment furnished by Koallo are functioning properly, and that Downtime arose from some other cause, Koallo can continue to investigate the Downtime at Client's request and reserves the right to recover labour and materials cost for services actually performed at the usual and customary rates for similar services provided by Koallo to clients in the same locality.

This document was last edited on May 29th 2010. We will notify all relevant clients of any changes to this document.