From af4f31148626d96c1a5d86f093969a2c0cbcfeb6 Mon Sep 17 00:00:00 2001 From: Karl Johan Grahn Date: Tue, 8 Oct 2024 23:16:00 +0200 Subject: [PATCH 1/2] update --- content/legal-documents/sla.md | 10 +++++----- 1 file changed, 5 insertions(+), 5 deletions(-) diff --git a/content/legal-documents/sla.md b/content/legal-documents/sla.md index dc044a39..449bf4b2 100644 --- a/content/legal-documents/sla.md +++ b/content/legal-documents/sla.md @@ -1,6 +1,6 @@ # Service Level Agreement (SLA) -`Version: 18 September 2023` +`Version: 8 October 2024` This SERVICE LEVEL AGREEMENT ("**SLA**") is by and between **Stakater** and you ("**Customer**"). Each a "Party", and together the "Parties". @@ -172,25 +172,25 @@ The SLA does not apply to any: - 13.5.10 for subscriptions reserved, but not paid for, at the time of the incident. -## Payments +## 14. Payments Payment is due once during a Service Period and the Customer will be charged for the number of worker nodes that have been running during the monthly Service Period. -## Covered Service +## 15. Covered Service - **Covered Service** refers to the **OpenShift API** in the Customer's cluster(s) for both Zonal and Regional Clusters, as long as the OpenShift version deployed is available in the Stable Channel and not under [Limited Support Status](../about/update-lifecycle.md#limited-support-status). - **Stable Channel** means the Red Hat OpenShift Container Platform Stable release channel. - **Zonal Cluster** means a single-Zone cluster with control planes running in one Zone (data centre). - **Regional Cluster** means a cluster topology that consists of three replicas of the control plane, running in multiple Zones within a given Region. -## Service Level Objectives +## 16. Service Level Objectives Covered Service | Monthly Uptime Percentage --- | --- Zonal Clusters OpenShift API | 99.00% Regional Clusters OpenShift API | 99.50% -## Financial Credits +## 17. Financial Credits If the SLO is not met in a Service Period, and if Customer meets its obligations under this SLA, Customer will be entitled to, upon request, a service Financial Credit equal to the following: From 1900e22529580cb8fafa2c0e9b3290a643abf7f0 Mon Sep 17 00:00:00 2001 From: Karl Johan Grahn Date: Tue, 8 Oct 2024 23:25:21 +0200 Subject: [PATCH 2/2] update --- content/legal-documents/sla.md | 10 +++++----- 1 file changed, 5 insertions(+), 5 deletions(-) diff --git a/content/legal-documents/sla.md b/content/legal-documents/sla.md index 449bf4b2..4ac53242 100644 --- a/content/legal-documents/sla.md +++ b/content/legal-documents/sla.md @@ -10,7 +10,7 @@ This SERVICE LEVEL AGREEMENT ("**SLA**") is by and between **Stakater** and you ## 2. The Services -- 2.1 Stakater will provide to the Customer the Services as described in the [Covered Service section](#covered-service). +- 2.1 Stakater will provide to the Customer the Services as described in the [Covered Service section](#15-covered-service). ## 3. Service Period @@ -20,11 +20,11 @@ This SERVICE LEVEL AGREEMENT ("**SLA**") is by and between **Stakater** and you - 4.1 A Service is deemed available when the Customer, with appropriate hardware and sufficient internet bandwidth, can use the Service ("**Uptime**"). -- 4.2 Stakater will provide a Service to the Customer with the "**Service Level Objective**" (**SLO**) defined in the [Service Level Objectives section](#service-level-objectives). +- 4.2 Stakater will provide a Service to the Customer with the "**Service Level Objective**" (**SLO**) defined in the [Service Level Objectives section](#16-service-level-objectives). - 4.3 Stakater shall use reasonable endeavours to provide the SLO. Stakater monitors a number of specific and generic elements, which collectively enable the Customer to use or access the service. -- 4.4 If Stakater does not meet the SLO in a Service Period, and if Customer meets its obligations under this SLA, Customer will be entitled to, upon request, a "**Financial Credit**" defined in the [Financial Credits section](#financial-credits). +- 4.4 If Stakater does not meet the SLO in a Service Period, and if Customer meets its obligations under this SLA, Customer will be entitled to, upon request, a "**Financial Credit**" defined in the [Financial Credits section](#17-financial-credits). - 4.5 The **SLO** does not apply to free, free trial, or paying Customers who have cancelled and received refunds; software (other than the Service); beta, test, or demo products; or other services that are not part of the Service. No uptime commitment of any kind shall apply to the foregoing Customers, products, or services. @@ -40,7 +40,7 @@ This SERVICE LEVEL AGREEMENT ("**SLA**") is by and between **Stakater** and you - 6.1 Service unavailability shall be excused when due to any of the following ("Excused Downtime"): - - 6.1.1 "**Scheduled Downtime**" or Downtime resulting from Stakater performing maintenance on the [Covered Service](#covered-service) during a Maintenance Window; + - 6.1.1 "**Scheduled Downtime**" or Downtime resulting from Stakater performing maintenance on the [Covered Service](#15-covered-service) during a Maintenance Window; - 6.1.2 "**Maintenance Window**" or a scheduled period of time when clusters are taken offline for maintenance tasks. @@ -98,7 +98,7 @@ This SERVICE LEVEL AGREEMENT ("**SLA**") is by and between **Stakater** and you ## 9. Maximum Financial Credits -- 9.1 The total maximum Financial Credits that can be issued by Stakater to Customer for any and all Downtime that occur in a single Service Period will not exceed twenty percent (20%) of the amount due from the Customer for the [Covered Service](#covered-service) for the Service Period. +- 9.1 The total maximum Financial Credits that can be issued by Stakater to Customer for any and all Downtime that occur in a single Service Period will not exceed twenty percent (20%) of the amount due from the Customer for the [Covered Service](#15-covered-service) for the Service Period. ## 10. Limitations