All information contained in this document is provided in confidence to the parties involved for the sole purpose of clarifiyng the service level agreement and support process for Safespring AB (“Safespring”).
This requirement does not cover information which is published or known to the parties involved from some source other than Safespring or “Vendor”.
Service level agreement
This SLA states customers sole and exclusive remedy for any failure by Safespring to meet the target.
During the Term of the agreement under which Safespring has agreed to provide its services to customer, the included service will provide a monthly uptime percentage to Customer of at least 99.9%. If Safespring does not meet the target, and if customer meets its obligations under this SLA, customer will be eligible to receive the financial credits described below.
This SLA states customers sole and exclusive remedy for any failure by Safespring to meet the target. Capitalized terms used in this SLA, but not defined in this SLA, have the meaning set forth in the Agreement. If the Agreement authorizes the resale or supply of Safespring’s services under a partner program, then all references to Customer in this SLA mean Partner, and any Financial Credit(s) will only apply for impacted Partner order(s) under the Agreement.
Definitions
The following definitions apply to the SLA:
Covered Service
- COMPUTE
Safespring Compute service including local storage and block storage. - STORAGE
Safespring object Storage Service accessed via S3. - BACKUP
Safespring cloud backup service. - Instances hosted as part of the Safespring Service.
Unavailability
Unavailability for a service is measured from the service is interrupted, and until the service is accepting customer load.
- For Compute instances: Loss of external connectivity or persistent disk access for all running Instances, when Instances are placed across two or more physical nodes in Safespring sites. A compute host is available when the instances that were running when the service became unavailable has been issued the boot command, or for a network interruption when they can recieve and send network traffic again. For flavors with local disks, the SLA does not cover unavailability caused by hardware issues.
- For Storage: API for reading, writing or listing data is not responding.
- For Backup: Loss of external connectivity from clients to the backup service.
Unavailability Period
“Unavailability Period” means a period of one or more consecutive minutes of Unavailability, excluding planned maintenance.
Monthly Uptime Percentage
“Monthly Uptime Percentage” means total number of minutes in a 30 day month, minus the number of minutes of Downtime suffered from all Downtime Periods in a month, divided by the total number of minutes in a month.
Financial Credit
“Financial Credit” means the following:
- MUP Monthly Uptime Percentage
- PMB Percentage of monthly bill for the respective Covered Service affected which did not meet SLO that will be credited to future monthly bills of Customer.
| MUP | PMB |
|---|---|
| 99.00 % - < 99.90 % | 10% |
| 95.00 % - < 99.00 % | 20% |
| 00.00 % - < 95.00 % | 50% |
Customer Must Request Financial Credit
In order to receive any of the Financial Credits described above, Customer must notify Safespring within thirty days from the time Customer becomes eligible to receive a Financial Credit.
Maximum Financial Credit
The aggregate maximum number of Financial Credits to be issued by Safespring to Customer for any and all Downtime Periods that occur in a single billing month will not exceed 50% of the amount due by Customer for the Covered Service for the applicable month. Financial Credits will be made in the form of a monetary credit applied to future use of the Service and will be applied within 60 days after the Financial Credit was requested.
Calculation of Uptime and Downtime
Downtime is defined as the actual time that a service or a product is not performing as agreed, and/or is not available to customer for normal use. Any period where the response time is noticeably slower than it would be in an optimized and fully operative technical environment, shall also be considered as Downtime.
Unavailability for a service is measured from the service is interrupted, and until the service is accepting customer load. For Compute service, that means that a compute host is available when the instances that were running when the service became unavailable has been issued the boot command, or for a network interruption when they can recieve and send network traffic again. The customer is responsible for monitoring their own instances, and ensuring that their services is running after an interruption.
Downtime is permitted in all agreed maintenance windows, provided however that Safespring has made reasonable efforts to limit the downtime during the agreed maintenance window.
Safespring uses maintenance windows to maintain infrastructure platforms and the operational environment. Such maintenance windows shall be announced 5 working days in advance. One maintenance window per service/ month can be accepted, and each maintenance window shall be limited to as few hours as necessary, and shall be scheduled to such weeks/hours that has as little negative impact on Safespring and Customers businesses as possible.
Exceptionally, in case of external and server security threats not under Safespring’s control, Safespring may announce additional maintenance windows, for instance to install hot-fixes or security patches which could not have been installed by Safespring during any preceding maintenance window.
Safespring shall give customer prior written notice at least 5 working days in advance of any expected downtime, or as soon as possible. Further, Safespring shall give customer written notice immediately in case of unexpected downtime.
Service
- Compute
- Storage
- Backup
Service Level Guarantee
- 99,9 % – 24/7/365
Delivery/ Measurment
- Delivery at Customer connection point.
- Monitoring and measurement at Datacenter
Calculation
As described under chapter Calculation of availability above
Service Credits
See section for Service Credits.
Delivery / Service level is measured at NREN connection point.
Using support
Customer obligation
The following cooperation obligations are to be fulfilled by the customer for the contractual provision of the service desk services by Safespring:
- Register support case via support@safespring.com
- Subscribe to updates on the status page: https://status.safespring.com
When communicating with Safespring staff regarding support case via other
communication channels (e.g. phone or chat) please always refer to
registered ticket reference number (e.g. RT#1234) obtained from Safespring
ticketing system when registered a support case via support@safespring.com
In order to facilitate the best possible support experience please provide as much relevant information possible when opening a support case, like:
- Problem description including severity level
- Site and project name
- Instance IDs of affected instances
- Timestamps
- Console output, error codes or relevant logs
- Protocols, ports
for detailed template please see documention under chapter status and support: https://docs.safespring.com/
Support process
Customer support contact points
For handling and resolution of incidents, E-mail is used for communications. E-mails sent to the support email address are automatically added to the ticket history for the incident.
The Safespring support team is available 08-17 all workdays.
- E-MAIL support@safespring.com
Main communication channel. - PHONE NORWAY +47 23 65 32 23
Used for critical incidents, 24/7 or escalations - PHONE SWEDEN +46 8 551 073 74
Used for critical incidents, 24/7 or escalations
The Customer reports incidents to Safespring via email. Critical incidents shall be reported by phone in addition. The Customer applies severity level to the incident which determine further treatment of the incident.
If the incident is not solved within time limits or is in risk being exceeded, escalation routines will be initiated.
The escalation routines shall be initiated if:
- Customer has not received necessary feedback about the status of ongoing error correction within defined response time
- Incidents are not corrected or that solution time is not set within defined response time related to escalation level 3.
Each party have the responsibility to perform escalation within its own organization.
Escalation level and contact information
Each party have the responsibility to perform escalation within its own organization.
Escalation level ONE
Safespring Support manager – Duty Manager
Norway: +47 23 65 32 23
Sweden: +46 8 551 073 74
Escalation level TWO
Head of Engineering – Head of Operations
Phone: +31 637 17 46 61
Escalation level THREE
CEO – Phone: +46 708 37 55 66
Incident level description and response time
Safespring effectively manages all levels of incidents with continuous support and rapid responses to ensure minimal disruption.
Critical Incident
Critical Incident - P1
Defenition
Incidents that cause loss of service or continuous instability of mission-critical functionality and have no workaround. The Incident causes or may cause a material adverse effect on Customer’s business or material parts of the operational services are unavailable.
Safespring Incident Handling
The Safespring is working continuous 24/7 with the Incident until it is resolved or a satisfactory “work-around” is established. There is regular feedback to the Customer on the progression of the error handling. Safespring management will create a dialogue with the manufacturer’s support department. If necessary, the Safespring will require on-site assistance from the manufacturer.
Response Time
Phone call alert (24/7): Immediate
E-mail within working hours: 30 minutes.
Resolution Time
Given by SLA
Major Incident
Major Incident - P2
Defenition
Incidents that are impairing, but not causing loss of service or loss of mission-critical functionality. Intermittent issues that affect missioncritical functionality. The Incident causes or may cause an adverse effect on Customer’s business or a critical function does not work, or work with response times that are inferior to the agreed.
Safespring Incident Handling
Safespring is working continuous 24/7 with the Incident until it is resolved or a satisfactory “work-around” is established. Safespring will inform the Customer regarding progression of the Incident handling. Safespring’s management will create a dialogue with the manufacturer’s support department. If necessary, the Safespring will require on-site assistance from the manufacturer.
Response Time
E-mail: 2 hours within working hours
Resolution Time
As soon as practically possible
Minor incident
Minor incident - P3
Defenition
All other incidents
Safespring Incident Handling
Safespring is working with the Incident during normal business hours until it is resolved or a satisfactory “work-around” is established. Safespring’s management will create a dialogue with the manufacturer’s support department if necessary.
Resolution Time
E-mail: End of next business day.
Resolution Time
In a coming software update.
