Updated: February 26, 2019
This Service Level Agreement ("SLA") for Storage Care sets forth the SLA applicable to the Utility Storage Service provided to Customer by CenturyLink. This SLA is subject to and incorporated into the Agreement and the applicable Service Schedule(s) between the parties and any terms not defined in this SLA shall have the meaning set forth therein.
The Service is provided with a service level target of 99.9% availability using single host path support and 99.99% availability using dual host path support, both subject to the terms and conditions of this SLA. The Service is considered available when Customer has read/write access to the storage service on the Customer's storage equipment. Availability is calculated by dividing the number of minutes of unscheduled downtime in a calendar month by the total number of minutes in that calendar month. For purposes of this SLA, "Affected Service" means only those servers actually impacted by an unavailability of the Service. Failure to meet the above service level will entitle Customer to credits as follows.
|Storage Care Availability in a Calendar Month||Service Credit (% Of Monthly Recurring Charge for Affected Service)|
|Less than 99.9% for single host path support||20%|
|Less than 99.99% for dual host path support||20%|
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 an Excluded Event. Excluded Event means any event that adversely impacts the Service that is caused by (a) the acts or omissions of Customer, its employees, customers, contractors or agents; (b) the failure or malfunction of equipment, applications or systems not owned or controlled by CenturyLink; (c) Force Majeure events; (d) scheduled maintenance; (e) any suspension of Service pursuant to the Agreement; or (f) 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, the lower of twenty percent (20%) of the MRC for the Affected Service or five thousand USD (5,000.00 USD) in the applicable calendar month.