Cloud Services Service Level Agreement

Error reaction time. MODX Cloud has internal notification tools for cloud service issues. In addition, the customer can report problems to MODX CLOUD SUPPORT. After notification, modx Cloud Support responds in accordance with the CLOUD SUPPORT POLICY (see below). Note that these guidelines indicate the start time of the study of the problem, not the timeframes within which such a problem is resolved. For service interruptions, no service credit is granted: (i) due to the customer`s action or non-action, (ii) the absence of devices or software provided by the customer, (iii) resulting from scheduled maintenance; (iv) due to an event of force majeure; (v) for which Customer is entitled to an SLA credit for the same or simultaneous failure of the Service Obligation, or (vi) as a result of Customer`s breach: the Terms of Service, Terms of Use or other policies and procedures of this Agreement. An SLA typically uses technical definitions that quantify the level of service, for example. B the mean time between failures (MTBF) or the average repair time (MTTR) which indicates a target or minimum value for the service power. The elasticity and configurability of infrastructure is part of the reason people are moving applications to the cloud. Your services must be manageable at all times to gain this benefit. Oracle offers management SLAs to ensure you can manage, monitor, and modify resources. The level of services defined should be specific and measurable in each area.

The quality of service (QoS) can thus be evaluated and, if contractually defined, rewarded or sanctioned accordingly. Cloud-based service level agreements can be more detailed to cover governance, security specifications, compliance, and performance and availability statistics. They should address data protection security and encryption practices, disaster recovery expectations, data location, and data access and portability. Oracle provides service credits for the underlying compute resources used by customers who enforce the rights. Incident reports are processed through our Zendesk customer transfer system in This will allow you to access all current and historical tickets on your account, both opened and closed. We prioritize tickets based on severity and address issues in which a website is totally unavailable before tickets where a website is slow and before any general questions about our service or general advice. Service credits apply only to fees paid for the service, service resource, or service level for which a service level has not been met. In cases where service levels apply to individual service resources or separate service levels, service credits apply only to the fees paid for the service resource or service level concerned. Service credits awarded during a billing month for a given service or service resource shall in no way exceed your monthly service fee for that service or service resource, depending on applicability, in the billing month.

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