SLA – Service Level Agreements
The Service is provided in compliance with these SLAs applicable to each Solution.
FASTERIZE will implement all technical means necessary to ensure the proper functioning of its Platform allowing access and use of the Solution 24/7, except in the event of force majeure or an event beyond the control of FASTERIZE and subject to any breakdowns and maintenance interventions necessary for the proper functioning of the Service.
FASTERIZE undertakes, in the event of unavailability, to restore the Service within the time limits specified in these SLAs.
In the event of Incidents resulting from elements for which one of the Parties is responsible, the other Party undertakes to inform the latter, who undertakes to make its best efforts to remedy them.
FASTERIZE will implement all technical means necessary to ensure the proper functioning of its Platform allowing access and use of the Solution 24/7, except in the event of force majeure or an event beyond the control of FASTERIZE and subject to any breakdowns and maintenance interventions necessary for the proper functioning of the Service.
FASTERIZE undertakes, in the event of unavailability, to restore the Service within the time limits specified in these SLAs.
In the event of Incidents resulting from elements for which one of the Parties is responsible, the other Party undertakes to inform the latter, who undertakes to make its best efforts to remedy them.
Penalties
| Nature of the incident | GTR | Penalties |
|---|---|---|
| Service Unavailability | 4h | If unavailability >4h, 5% of the monthly subscription amount |
| Blocking incident | 1h | If incident >1 hour, 15% of the monthly subscription amount per hour of incident presence, limited to 2 months |
| Non-blocking incident | cf. prioritization of requests below | N/A |
Definition
Definition of a blocking incident:
- Purpose of the site completely blocked (e.g.: purchase, subscription, etc.)
- Bad configuration
- Origin unreachable due to Fasterize
- Fasterize unreachable
- Certificate problem
Prioritization of requests
When receiving a request, we qualify its degree of urgency in order to adapt our intervention plan and the response time.
Monitoring the processing of the ticket may require a review of its prioritization.
| Answers | High | Medium | Low |
|---|---|---|---|
| 1st answer | 4h: the request concerns a troublesome malfunction | 8am: the request concerns a modification/update to your configuration | 24h: the ticket concerns a request for information or clarification |
| Resolution | 12h | 1 day | 3 days |
Performance Warning
The CLIENT acknowledges that Fasterize does not own or control:
- the local network, racks, interconnection, Internet service providers providing connectivity to Fasterize,
- other networks outside of Fasterize’s connectivity or its bandwidth providers, or “the Internet”
nor that Fasterize is responsible for the performance (or degradation of performance) within these networks or at the points of interconnection between Fasterize servers and other networks.
CUSTOMER further acknowledges that Fasterize exercises no control over, and assumes no responsibility for, any CUSTOMER content or data transmitted or maintained using the Fasterize Services.