Updated: February 26, 2019
This Service Level Agreement (“SLA”) for Utility Backup, Utility Backup Encryption, Utility Backup NAS (Network Attached Storage) and Utility Vaulting sets forth the SLA applicable to the Utility Backup Services 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.
CenturyLink will perform Full and Differential Incremental Backups. Service levels are measured on successful completion. To be considered successful, a Backup must be started within the Backup Windows (as agreed by the parties).
CenturyLink shall make reasonable efforts to accommodate Customer-requested backup times, provided, however, that the backup commencement schedule consists of pre-approved offerings set at the sole discretion of CenturyLink. CenturyLink is not responsible for any services requested that fall outside of the scope of service described herein including backup schedules, testing, and media retention periods associated with any government or regulatory authority or association requirements specific to the Customer. If CenturyLink fails to meet the service level set forth below, Customer will be entitled to the following SLA credits:
(% of Monthly Recurring Charge for
Affected Utility Backup Service(s))
|100% – 97%||0%|
|< 97%, but ≥ 95%||5%|
|< 95%, but ≥ 90%||10%|
|< 90%, but ≥ 80%||20%|
|< 80%, but ≥ 70%||40%|
The Customer is responsible for initiating all restore requests either (1) through emailing or calling the CenturyLink Service Center or (2) creating a ticket on the SavvisStation portal. The Restore Request Form available from the Help Desk must be completed to initiate all restores. For hot backup of databases and applications, the customer must engage the DBA or application engineer to initiate the restore. The DBA/application engineer will manage the restore process, receiving support from Managed Storage Operations (MSO), the group that manages all Backup services. DBA/application engineer writes appropriate recovery script(s) and MSO presents appropriate media containing data. For file-based restores (standard backups), MSO will restore designated files to disk from which the DBA/application engineer may then proceed with data recovery within the data base/application.
Any tape media errors that impact restore services are not deemed a failure of the Service. A restore request utilizing media located in the CenturyLink POD (point of deployment) will commence within one hour of the receipt of accurate and complete information as required in the CenturyLink Restore Request Form. 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. Processing Delay outlined below begins after the one-hour commencement period (as outlined above) has expired. If CenturyLink fails to initiate a restore request utilizing media located in the CenturyLink POD within one hour of the receipt of accurate and complete information as required in the CenturyLink Restore Request Form, Customer shall be entitled to the following SLA credits:
|Processing Delay||Service Credit
(% of Monthly Recurring Charge for Affected
Media Management and Restore Service(s))
for Restore Services
|Up to 30 minutes||10%|
|> 30 and ≤ 60 minutes||20%|
|> 60 minutes 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 the 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 backup media failure, or (e) 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, fifty percent (50%) of the MRC for the affected service in the applicable calendar month.
"Backup Client" means a system that is being backed up.
"Backup Window" means scheduled time period during which Backups should be started.
"Differential Incremental Backup" means backup to tape of all data files that have changed since the last backup (Full Backup or Incremental Backup).
"Full Backup" means complete save of Customer chosen data files on a given Backup Client, not including operating system software.
"POD" (or "Point of Deployment") means the CenturyLink backup infrastructure platform from which backup services are provided.
"SavvisStation" is the name for the interface that ties together all the centralized systems that CenturyLink uses to provide services to customers. Included in SavvisStation are systems for order processing, provisioning, procurement, management and monitoring, change management, billing, customer support/ticketing and reporting.