Critical Application Services – Service Level Guarantee (Standard)

ADDITIONAL DEFINED TERMS

Some words used in these Critical Application Services – Service Level Guarantee (Standard) have particular meanings:

“Fee” means your monthly recurring fee for the Hosting Services or your fees due for utility based Services.

A “Monitoring Alert” is when a device being monitored violates a predefined error condition, and some form of notification (“Alert”) is generated.

“Monitoring Services” means the infrastructure, software, and services responsible for monitoring devices and generating/tracking “Monitoring Alerts.”

“Month” means a thirty (30) day month, and all availability calculations shall be based upon a thirty (30) day month.

1.1 Five Minute Notification Time. Aegisys will notify you via SMS text message, email, or the applicable ticketing system of Monitoring Alerts within five (5) minutes of the Monitoring Alert being generated.

1.1.1 Remedy. If we fail to meet the notification time guarantees stated in this Section 1.1 you are entitled to a credit in the amount of five per cent (5%) of your monthly Fee for the affected Hosted System per event, up to one hundred per cent (100%) of your monthly Fee for the affected Hosted System(s).

1.2 Limitations on Credits

1.2.1 Minimum Requirements. The credits stated in this Critical Application Services – Services Level Guarantee (Standard) shall not apply to the extent that you make changes to the Hosted System, or otherwise cause or request any change that prevents Aegisys from providing the Critical Application Services or meeting the service level guarantees stated herein.

1.2.2 Maintenance. You are not entitled to a credit for downtime or outages resulting from Maintenance.

“Maintenance” means:

1.2.2.1 Aegisys maintenance windows – upgrades or repairs to shared infrastructure, such as core routing or switching infrastructure that we scheduled at least seventy-two (72) hours in advance and that occurs during off peak hours in the time zone where the data center is located;

1.2.2.2 Scheduled customer maintenance – maintenance of your configuration that you request and that we schedule with you in advance (either on a case by case basis, or based on standing instructions), such as hardware or software upgrades; or

1.2.2.3 Emergency maintenance – critical unforeseen maintenance needed for the security or performance of your configuration or Aegisys networks.

1.2.3 Disabling or Removing of Monitoring or Security Services, Interference with Services. You must notify us in advance if you plan to disable, block, or remove any monitoring or security element of your Hosting Service (including any applicable Aegisys Cloud Services) for more than thirty (30) minutes. We will not issue you any credit for events that might have been avoided or mitigated if you had not disabled, blocked or removed our monitoring or security elements, or otherwise interfered with our ability to provide the Services. Monitoring and security elements may include, without limitation, Microsoft Operations Manager, Microsoft Systems Management Server, Microsoft Active Directory, Winternals Defrag Manager, Dell OpenManage, BitDefender, AUVIK, OSSEC, Alienvault SIEM and Connectwise related agents.

1.2.4 Extraordinary Events. You are not entitled to a credit for downtime or outages resulting from denial of service attacks, virus attacks, hacking attempts, or any other circumstances that are not within our control, including spikes in network traffic or application utilization which are unpredictable utilizing the Monitoring Services and substantially disproportionate from your historical usage.

1.2.5 Your Breach of the Agreement. You are not entitled to a credit if you are in breach of the Agreement (including your payment obligations to us) at the time of the occurrence of the event giving rise to the credit until you have cured the breach. You are not entitled to a credit if the event giving rise to the credit would not have occurred but for your breach of the Agreement.

1.2.6 Critical Application Support Configuration Guidance. In order to ensure that Aegisys is able to provide you with the Critical Application Services, Aegisys support teams may occasionally provide you with recommended configuration changes or upgrades (the “Configuration Guidance”).

You shall not be entitled to a credit if the event giving rise to the credit would not have occurred but for your failure to implement the Configuration Guidance or otherwise address the issue in a manner which permits Aegisys to provide the Critical Application Services within five (5) days of your receipt of the Configuration Guidance, or such other time frame as stated in the Configuration Guidance.

1.2.7 Support for Adobe® If you are purchasing support for Adobe Acrobat, such service is subject to the terms of Adobe.

1.2.8 Support for GravityZone BitDefender® AntiVirus. If you are purchasing support for GravityZone BitDefender, such service is subject to the terms of BitDefender.

1.2.9 Support for AUVIK ®. If you are purchasing support for AUVIK, such service is subject to the terms of AUVIK.

Source URL: Service Level Agreement – Standard – Aegisys Cloud Solutions

© 2021 Aegisys Inc. – Global Terms – Revised April 22 2021