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SLA Supplement - Managed Switch and Managed Router

SLA Supplement - Managed Switch and Managed Router

Standard Managed Switch and Managed Router Service

Via SCN’s “Managed Switch and Managed Router Service,” SCN uses commercially reasonable efforts to provide Customer with an SCN-operated physical Managed Switch and/or Managed Router.  A “Managed Switch” serves as the core of Customer’s network, passing layer-2 traffic between servers, other network appliances, and the SCN Network.  A “Managed Router” serves as the layer-3 gateway between Customer’s network to the SCN Network, and the public Internet.  These managed Services are deployed within SCN-operated data centers and may include any Services agreed upon by SCN and Customer to fulfill Customer’s requests.

SCN offers many configuration options for the Managed Switch and Managed Router Service, tailored to Customer’s needs.  SCN, in accordance with both Customer’s Order and any applicable sales engineering documentation generated with Customer input, will perform physical installation of all Managed Switch(es) and/or Managed Router(s) and configure the Systems with an initial set of Rules.  The Rules used in the initial configuration shall be established in accordance with Customer’s desired connectivity and security policies.

The Standard Managed Switch and Managed Router Service shall be powered by a single power supply, connected to one of Customer’s power circuits in Customer’s Colocation Space (as described in SCN’s Colocation Services Supplement).

High-Availability Managed Switch and Managed Router Service

Via SCN’s “High-Availability Managed Switch and Managed Router Service,” SCN uses commercially reasonable efforts to provide two (2) or more physical Managed Switches and/or Managed Routers as defined above.  Each such Managed Switch and/or Managed Router shall be powered by an independent power supply, connected to diverse power circuits in Customer’s Colocation Space.  Managed Switches and Managed Routers must all be appropriately configured and managed by SCN to facilitate reliability of the High-Availability Managed Switch and Managed Router Service.

Fees

Fees for the Managed Switch and Managed Router Service are charged on a calendar-month basis.  Fees include:  (i) a non-recurring charge for installation and initial configuration and (ii) a monthly Recurring Charge for ongoing Managed Switch and Managed Router Service.  Additional Fees may be incurred by Customer for completion of Services provided by SCN outside the scope of the Managed Switch and Managed Router Service.  Fees for any such additional Services will be agreed upon, in writing, by both Parties prior to such Services being performed.

SLAs

SCN will use commercially reasonable efforts to maximize availability of the Managed Switch and Managed Router Service, and to achieve the SLAs detailed below.

  • Configuration Management SLA – With Customer’s consent, SCN shall use commercially reasonable efforts to backup periodically the configuration of the Managed Switch(es) and/or Managed Router(s) by establishing a network connection from SCN’s Systems to the Managed Switch(es) and Managed Router(s) at an interval specified within the applicable Order. SCN shall use commercially reasonable efforts to ensure (i) storage infrastructure will maintain a rolling log of all changes to the configuration of the Systems between backup intervals and (ii) this log has a retention period of no less than ninety (90) days.
  • Configuration Change Requests SLA – Customer is required to submit each Configuration Change Request via SCN’s Support Ticketing System or telephone request. SCN has established sixty (60) minute target response time for all Configuration Change Requests submitted via SCN’s Support Ticketing System or telephone request.
  • Availability SLA - Standard Managed Switch and Managed Router Service SLA – If the Managed Switch or Managed Router disrupts production traffic due to hardware or software events specifically isolated to System configuration or performance for more than five (5) minutes, SCN provides the following SLA: 99.988% operation without the disruption of production traffic.  If production traffic is disrupted due to hardware or software events specifically isolated to System configuration or performance, with the disruption lasting for more than five (5) minutes, Customer shall be eligible for a Credit as set forth below.
  • Availability SLA - High-Availability Managed Switch and Managed Router Service - If the Managed Switches or Managed Routers are installed in a High-Availability configuration, SCN offers the following Service Level:  100% operation thereof without the disruption of production traffic.  If the High-Availability Managed Switch and Managed Router Service in a High-Availability configuration disrupts production traffic, Customer shall be eligible for a Credit as set forth below.
  • Hardware Replacement (Chicago Market) SLA – SCN will use commercially reasonable efforts to provide 100% availability  each individual Managed Switch and Managed Router. The Managed Switch and/or Managed Router shall be deemed “available” if the hardware is in good working order and (if applicable) the hardware is available and responding to SCN monitoring tools as designed and in a non-degraded manner (as evidenced by the SCN monitoring tool).  In the event of a failure, the faulty hardware will be replaced at no charge to Customer within one (1) hour of SCN identifying the problem therewith.  This SLA does not include the time required to perform additional software related maintenance, including rebuilding from backups, cloning hard drives, reloading the operating system, or reloading and configuring applications
  • Hardware Replacement (Worldwide, excluding Chicago Market) SLA – SCN will use commercially reasonable efforts to provide 100% availability of each individual Managed Switch and Managed Router. A Managed Switch and/or Managed Router shall be deemed “available” if the hardware is in good working order and (if applicable) the hardware is available and responding to SCN monitoring tools as designed and in a non-degraded manner (as evidenced by the SCN monitoring tool).  In the event of a failure, the faulty hardware will be replaced at no charge to Customer within two (2) business days of SCN identifying the problem therewith.  To mitigate the risk of an outage due to the failure of a single device, SCN recommends that Customer implement only High-Availability solutions in these markets.
  • Ongoing Maintenance SLA – SCN will use commercially reasonable efforts to maintain firmware and/or operating system software on Managed Switch and Managed Router devices. Any maintenance that SCN reasonably believes will result in Downtime will be confirmed with Customer via a maintenance notice email.  Any updates that are deemed to be critical by a third party Managed Switch or Managed Router vendor to ensure proper ongoing operation of the Managed Switch(es) and Managed Router(s) shall be exempt from this Section, and for updates of such nature, SCN will use commercially reasonable efforts to coordinate the installation of the update with Customer.

Remedies for Failure of Managed Switch and Router Services Service Levels

  • Configuration Management SLA – If SCN fails to provide a current or previous version of the configurations within ninety (90) days of Customer request, SCN will credit Customer’s account with an amount equal to 50% of the Recurring Charges attributable to the Managed Switch and Managed Router Service in the calendar month in which the request was made.
  • Configuration Change Request SLA – If a Configuration Change Request is not acknowledged and acted upon by SCN within ninety (90) minutes, SCN will credit Customer’s account with 25% of the Recurring Charges attributable to the Managed Switch and Managed Router Service for the applicable calendar month in which the Configuration Change Request was made.
  • Availability SLA - Standard Managed Switch and Managed Router Service SLA – If a Managed Switch and/or Managed Router disrupts production traffic due to hardware or software events specifically isolated to System configuration or performance for more than five (5) minutes, SCN shall credit Customer’s account with 25% of the Recurring Charges attributable to the Managed Switch and Managed Router Service for the applicable calendar month in which the disruption occurred.
  • Availability SLA - High-Availability Managed Switch and Managed Router Service – If the High-Availability Managed Switch and Managed Router Service in a High-Availability configuration disrupts production traffic, SCN shall credit Customer’s account with 50% of the Recurring Charges attributable to the High-Availability Managed Switch and Service for the applicable calendar month in which the disruption occurred.
  • Hardware Replacement (Chicago Market) SLA – If Customer experiences a failure in the Hardware Replacement (Chicago Market) SLA, SCN will issue Customer a Credit equal to 3.33% of Customer’s Managed Switch and Managed Router Service charges for each full hour of such failure, for each affected Managed Switch or Managed Router, provided that such Credits will not exceed the aggregate Credits for the affected Managed Switch and Managed Router Service otherwise due from Customer for the calendar month in which the failure occurred.
  • Hardware Replacement (Worldwide, excluding Chicago Market) SLA – If Customer experiences a failure in the Server Hardware Uptime (Worldwide, Excluding Chicago Market) SLA, SCN will issue Customer a Credit equal to 20% of Customer’s Managed Switch and Managed Router Service Fees for each full day of such failure, for each affected piece of hardware, provided that such Credits for the affected Managed Switch and Managed Router Service will not exceed the aggregate charges for the Managed Switch and Managed Router Service otherwise due from Customer for the calendar month in which the failure occurred.
  • Ongoing Maintenance SLA – If SCN fails to provide a minimum of 48 hours’ advance notice of a Managed Switch and Managed Router Service-impacting maintenance, excluding Emergency Maintenance, SCN will credit Customer’s account with 25% of the Recurring Charges attributable to the Managed Switch and Managed Router Service for the applicable calendar month in which the disruption occurs.

Limitations on Remedies; Exceptions

  • Limitation on Remedies – If Customer is entitled to multiple Credits under this Supplement, such Credits shall not exceed the total Recurring Charges for the Managed Switch and Managed Router Service for such month. Except as set forth in this Supplement, SCN makes no claims regarding the availability or performance of the standard or High-Availability Managed Switch and Managed Router Service.
  • Exceptions – In addition to the exclusions set forth in the main body of the Master Products and Services Agreement, Customer shall not receive any Credits under this Supplement in connection with any failure or deficiency caused by or associated with the following:
    • If the High-Availability Managed Switch and Managed Route Service is installed in a location where diverse power circuits are not available, or where Customer has not properly configured its equipment for the use of diverse power circuits.
    • If Customer provides incorrect information during the initial configuration or Configuration Change Request.
    • SCN may conduct Emergency Maintenance without advance notice.  Should a Managed Switch or Managed Router service-impacting Emergency Maintenance be required, SCN will use commercially reasonable efforts to notify Customer upon execution of the maintenance.
    • The Availability SLAs exclude service disruptions due to the following Customer traffic events: Denial of Service Attack, physical saturation of Customer’s connections to the public network, and exceeding the rated or licensed traffic capacity of any Managed Switch and/or Managed Router.

Required Insurance

In accordance with Section 3.7 of the main body of the Master Products and Services Agreement entered into by SCN and Customer (the “MPSA”), Customer must have the following Required Insurance in respect of the Managed Switch and Managed Router Service: 

  • Category B (Comprehensive General Liability Policy); and
  • Category C (Cyber Liability Policy).

Definitions

Any capitalized terms not otherwise defined herein shall have the definitions ascribed thereto in the main body of the MPSA or the Order(s) applicable to the Managed Switch and Managed Router Service.

  • Configuration Change Request” – a Customer-initiated request for SCN to modify the configuration of the Managed Switch and Managed Router Service.
  • Denial of Service Attack” – an attempt by one or more third parties to make a computer resource unavailable to its intended users (may also be referred to as “DoS” or “DoS Attack”).
  • High Availability” – a configuration designed to provide Customer with the highest SLAs made available by SCN.
  • Rulesa set of security policies which are implemented to provide the Managed Switch and Managed Router Service.
  • Systems the on-line systems provided by SCN to utilize the Managed Switch and Managed Router Service, including network appliances, monitoring and reporting equipment.