Updated: February 26, 2019
This Service Level Agreement (“SLA”) for Backup Care/Utility Vaulting sets forth the Service Level Agreement applicable to the Backup Services provided to Customer by CenturyLink. This SLA is subject to and incorporated into the Agreement including the applicable Service Schedule(s) between the parties and any terms not defined in this SLA shall have the meaning set forth therein.
The Customer is responsible for initiating all restore requests through emailing or calling the Response Center or the E-Service ticket creation on SavvisStation portal. A request for a restore utilizing media located in the Customer cage is initiated within one hour of ticket creation by the Response Center. If media recall is required from an off-site vaulting facility, then the restore will commence one (1) hour after receiving the media, provided that acclimatization is not required.
|Service Level Category||Processing Delay||Service Credit
(% of Monthly Recurring Charge)
for Restore Services
|Up to 30 minutes||10%|
|> 30 and ≤ 60 minutes||20%|
|> 60 and ≤ 90 minutes||40%|
|> 90 minutes||50%|
Customer must request any credit due hereunder within thirty (30) days of the date it accrues (i.e. the Trouble Ticket is closed). Customer waives any right to credits not requested within this 30 day period. Credits will be issued once validated by CenturyLink and applied toward the invoice which Customer receives no later than two months following the month in which the credit accrued.
The applicable SLA provides Customer's sole and exclusive remedies for any Service interruptions, deficiencies, or failures of any kind. The SLA and any remedies hereunder will not apply and Customer will not be entitled to receive a credit in the case of (a) system, Customer server performance, backup specification, infrastructure or environment changes, or other changes that are made by the Customer without the express authorization of CenturyLink; (b) any period in which hardware and/or software maintenance contracts are not current; (c) any inconsistencies in the storage environment or unavailability of the Service results from changes in the Customers source environment, including either intentional or accidental connections or disconnections to the storage environment; (d) any tape media errors that impact the Service, or (e) an Excluded Event. Excluded Event means any event that adversely impacts the Service that is caused by (i) the acts or omissions of Customer, its employees, customers, contractors or agents; (ii) the failure or malfunction of equipment, applications or systems not owned or controlled by CenturyLink; (iii) Force Majeure events; (iv) scheduled maintenance; (v) any suspension of Service pursuant to the Agreement; or (vi) the unavailability of required Customer personnel, including as a result of failure to provide CenturyLink with accurate, current contact information.
The credits set forth herein are not cumulative and in no event will the credits accrued in any calendar month exceed, in the aggregate across all events, fifty percent (50%) of the MRC for the affected service in the applicable calendar month.