Service Level Agreement (SLA)

Revised date: 12th Apr 2019 | Version 1.1

SLA of FullSail Systems UG (haftungsbeschränkt)

This SLA amends the Agreement between FullSail Systems UG (haftungsbeschränkt) “FSS” and Clients and addresses. The up-time guarantees in relation to the Services we provide to you and your remedies for our failure to meet such guarantees. The remedies contained in this SLA are your sole and exclusive remedies for any issues addressed herein. FSS may modify and/or change this SLA from time to time.

SERVICE AVAILABILITY:
The availability of data centers in the FullSail Systems Architecture are measured and accounted for up to the point of handover of the Internet and shall be at least 99.95%. Availability means monthly available total time, excluding any planned downtime. In a given calendar month, we calculate “Service Availability” as follows:

Server Availability = 
 (total minutes servers are available) x 100 / (month total minutes) – (Specified Downtime)

PLANNED DOWNTIME
“Planned Downtime” is defined by the length of time a Server is unavailable due to:

• Scheduled Maintenance;
• Vendor Maintenance;
• Downtime caused by the Vendor;
• Scheduled Down Time;
• Emergency Maintenance;
• Testing / Development Hosting Services;
• Down Stream Outages;
• Force Majeure events; and
• the actions or omissions of you, your Authorized Users, or any third-party acting on your behalf or at your direction, including any unauthorized use of the Services, breach of the General Terms and Conditions, Privacy Policy, Law Enforcement Policy, or any use or configuration of the Services that exceeds FSS recommendations, requirements or advertised limits.

"Scheduled Maintenance"
includes any maintenance performed by our 3rd party vendors and typically are scheduled during the following windows or FSS will provide reasonable notice in advance of the maintenance.

"Emergency Maintenance"
Can occur outside the Scheduled Maintenance windows without advance notice. Emergency Maintenance is urgently required to protect the integrity, availability, or security of any online systems.

SLA in relation to Development Environments
This SLA agreement only applies to production data centers. Our development environments are excluded from this SLA agreement.

Current Development Data Centers Include:

• ALPHA

SLA CREDITS
You are entitled to a credit of 10% of the applicable monthly Fees for each 6-Hour period of downtime in excess of the Service Availability targets.

In order to receive a credit, you must contact Support within 7 days of the event giving rise to the credit. Credits are based on our monitoring, shall not exceed 90% of the applicable monthly Fees.

In the rare case you are entitled to receive an SLA credit, the applicable amount will be credited to your invoice amount in the proceeding months invoice.

SLA for Dedicated Server Lease
For more information in regards to Dedicated Server Lease SLA and “Mission Critical Services” Please Contact FullSail Systems Sales Team.