Service Level Agreement

1. Preamble

The successful outsourcing of IT services requires a transparent definition of the customer-supplier relationship. This Service Level Agreement ensures the quality of the services agreed between the lifehost360.com OÜ and its customers by guaranteeing certain service levels in the following.
These service levels are divided into 2 areas:

  • General Service Level
  • Product-related Service Levels

The General Service Levels apply to all customers of lifehost360.com OÜ with the products listed in the Appendix.
The product-related service levels are valid for the respective product selected by the customer. This Service Level Agreement defines the possible product-related Service Levels. The associated values guaranteed by lifehost360.com OÜ to its customers can be found in Annex A of the Service Level Agreement, which together with the Annex forms an integral part of the contract between lifehost360.com OÜ and the customer.
Unless otherwise agreed, the version of this Agreement current at the time of the conclusion of the contract or part of the contract shall apply to existing and future contractual relationships between lifehost360.com OÜ and the Customer.
Should the individual regulations within this Service Level Agreement contradict each other in one or more points, the regulations that are more favorable for the customer shall apply. In addition to the Service Level Agreement, the General Terms and Conditions and - depending on the selected products - the corresponding Special Terms and Conditions of lifehost360.com OÜ shall apply.

2. definitions and calculations

  1. General request = There is no malfunction. The customer asks for information, for example
  2. Carrier / Provider = Company operating telecommunication networks
  3. Core transfer point = uplink port to the Internet, which connects the core network of the lifehost360.com OÜ via the external connection to the respective active carrier ("in the direction of the Internet")
  4. Core measuring node = measuring node directly connected to a core transfer point
  5. Core network (Core) = connection between the network handover point of the service booked by the customer and the core handover point of the lifehost360.com OÜ.
  6. Service = The software component that serves as the basis for the customer's application
  7. Urgent fault = the affected service is no longer available
    External measuring node = measuring node set up at an external provider or carrier ("on the Internet")
  8. Customer = As soon as a natural or legal person enters into a contract for the products of lifehost360.com OÜ, of which these lifehost360.com OÜ Service Level Agreements are an integral part, this person counts as a customer of lifehost360.com OÜ.
  9. Latency = Time interval from the end of an event to the beginning of the reaction to this event.
  10. Monthly average = In the case of the monthly average, the calendar month that may be affected by non-compliance with the service level is taken into account in the information below. A calendar month generally consists of 30 days.
  11. Network handover point = Uplink port that connects the customer's service with the core network.
  12. Qualified statement = In the best case, completion of the process, but at least a statement about the further procedure; depending on the category, the qualified statement also includes information about the expected duration and scope of the fault.
  13. Response time = Time period in which the customer receives a qualified statement from an employee of the lifehost360.com OÜ in response to his inquiry/message, provided that the message has arrived in the correct communication channel.
  14. Data center measuring node = measuring node set up in the data center analogously to the customer environments
    Round Trip Time (RTT) = transit time of a data packet from point A to point B back to point A
  15. Service = Logical unit of possibly several related products and services
  16. Service Level = Fixed and measurable criteria for the provision of a certain service by the lifehost360.com OÜ.
  17. Service time = Time during which the booked service is available
  18. Disruption = The affected service is still available, but with restrictions
  19. Support time = Period during which the technical customer service responsible for the product in question can be reached on the associated communication channel
  20. Availability = Ability to actually use the underlying services
  21. Availability [%] = 100 * ((agreed service time - unplanned downtime within service time) / agreed service time). Guaranteed availability includes time windows for planned maintenance (see point 5). The value refers to the monthly average.
  22. Recovery time = Time To Repair (TTR): Period from receipt of a fault message for a selected service of the customer in the correct communication channel until the fault is rectified so that the hardware or service is available or accessible again.

3. General service level

  1. Data center availability
    1. Measurement method
      The availability of the data centers refers to their power supply. Ensuring the power supply in the data centers is regulated by appropriate technical measures. The availability of at least one sub-distribution (A or B supply) is measured. For this purpose, various measuring points within the buildings are constantly monitored.
    2. Warranty
      The lifehost360.com OÜ guarantees an availability of the data centers of 99.995% on a monthly average. This service level is considered to be met as long as the actual availability of the data center does not fall below the above value as a monthly average.
  2. Availability and latency of the core network
    1. Measurement Method
      The lifehost360.com OÜ measures the availability and latency of the network with measurement stations set up for this purpose within the core network.
      The availability of the core network refers to the connection between the network handover point of the service booked by the customer and the core handover point of the lifehost360.com OÜ. The Core network is considered available as long as at least 75% of the data center measurement nodes can reach at least one Core measurement point.
      Latency measurement is generally based on RTT (round-trip time). Core network latency refers to the distance between a data center measurement node and the nearest (best latency) core measurement node.
    2. Warranty
      The lifehost360.com OÜ guarantees Core Network availability of 99.999% on a monthly average. This service level is considered met as long as the actual availability of the Core network does not fall below the above monthly average value.
      The lifehost360.com OÜ guarantees a latency within the core network of 10 msec on a monthly average at the availability specified in the previous point. This service level is considered met as long as the actual latency of the core network does not exceed the above value.
  3. Availability and latency of the Internet connection
    1. Measurement Method
      The lifehost360.com OÜ measures Internet availability with measurement stations set up for this purpose inside and outside the core network. The Internet is considered available as long as at least 2 data centers of the lifehost360.com OÜ can be reached by at least one external measuring node.
      The latency of the Internet connection cannot be fully measured by the lifehost360.com OÜ, as the lifehost360.com OÜ does not have access to the measurement data of the carriers required for this purpose. However, the lifehost360.com OÜ undertakes to select as contractual partners only those carriers that guarantee the latencies specified in section 3.3.2.
    2. Guarantee
      The lifehost360.com OÜ guarantees an availability of the Internet connection of 99.999% on a monthly average.
      Regarding the latency of the Internet connection, the lifehost360.com OÜ undertakes to select such carriers that guarantee at least the following latencies:
      Inner Europe < 40 msec monthly average.
      USA East Coast < 70 msec monthly average
      USA < 100 msec monthly average

4. product-related service level

  1. Communication channels
    The general and overall contact for all customers of lifehost360.com OÜ is the Customer Service Department. The customer has the possibility to submit inquiries and orders via the following means and channels of communication:
    - E-mail
    - letter
    - Customer information system
    The current contact details can be found on the lifehost360.com OÜ website: Impress.
    The customer must use the specified communication channels to place certain orders in order to meet the response times guaranteed by lifehost360.com OÜ.
    These communication channels vary depending on the selected product and are communicated to the customer when placing the order.
    Support times
    The support time is the period during which the technical customer service responsible for the respective product can be reached via the associated communication channel.
    The guaranteed support time for the respective products can be found in Appendix A of this Service Level Agreement.
  2. Response Times
    The response time generally starts with the receipt of the message from the customer via the specified communication channel of the lifehost360.com OÜ. The communication channels for the respective product
    will be communicated to the customer upon conclusion of a contract. Should these change, the lifehost360.com OÜ will inform the customer of this in good time. If the notification does not reach the lifehost360.com OÜ through the correct channel, delays may occur if necessary. Response times are only guaranteed if the message arrives at the lifehost360.com OÜ via the specified communication path.
    Response times are categorized as follows:
    - Response time for general requests.
    - Response time for faults = service is still available, but with limited availability
    - Response time for urgent faults = service is no longer available
    The sorting of the customer's messages into the above categories is done by the lifehost360.com OÜ staff, based on the customer's fault description.
    Within the specified response time, the customer receives a qualified statement from an employee of the lifehost360.com OÜ. In the best case, a qualified statement already includes the completion of the process, but at least an initial assessment of the message and information on how to proceed. In the case of a malfunction or urgent fault, the qualified statement also includes information about the expected duration and scope of the current fault.
    The guaranteed response times facility with regard to the booked product can be found in Appendix A of this Service Level Agreement.
  3. Recovery times
    In the event of disruptions and urgent faults, related to one or more services, a recovery time (TTR) is guaranteed in addition to the response time, if applicable, depending on the product.
    Within the recovery time (TTR) specified for each product, the fault reported by the customer will be remedied. The starting point for this time period is also the receipt of the message by the lifehost360.com OÜ via the specified communication path.
    The guaranteed recovery time for the respective products can be found in Appendix A of this Service Level Agreement.
  4. Hardware availability
    As long as the components of the hardware selected by the customer, which are required for the non-redundant operation of the respective hardware, are functioning, the hardware is considered to be available.
    This availability is checked by means of monitoring systems and visual inspection by the lifehost360.com OÜ.
    The guaranteed hardware availability for the respective products can be found in Annex A of this Service Level Agreement.
  5. Service availability
    As long as the software component of the Service selected by Customer, which serves as the basis for the Application, is functioning, the Service shall be deemed available.
    The guaranteed service availability for the respective products can be found in Annex A of this Service Level Agreement.

5. Maintenance window

Maintenance windows are agreed upon for periodic, planned or unplanned maintenance work on the systems of the lifehost360.com OÜ and its suppliers, which are necessary for the maintenance and security of the ongoing operation or the implementation of updates or upgrades. Possible impairments of availability due to such necessary work are not defined as downtime.
As a rule, system maintenance is carried out on weekends between Saturday 12:00 and Sunday 12:00 or at night on any weekday between 23:00 and 09:00 the next morning. In exceptional cases, system maintenance can also be carried out during all other times, taking into account the least possible disruption to ongoing operations. The lifehost360.com OÜ informs the customer about planned system maintenance as early as possible.

6. Non-compliance with the service level

If the guaranteed service levels are not met, the lifehost360.com OÜ shall grant the customer a credit to his customer account, provided that the customer notifies the lifehost360.com OÜ of this in writing by letter or fax within one month after the end of the calendar month for which he requests the credit. In principle, this credit note can only be requested after the end of the month affected by the non-compliance. The date of the postmark or fax receipt is decisive for timely receipt.
This matrix shows the amount of the credit in the event of non-compliance with the various availabilities and latencies:

Regarding non-compliance with service levels, which refer to response and recovery times, the following applies: For each half hour of non-compliance with the specified guarantees, the lifehost360.com OÜ will grant a credit equal to one day's rent (=1/30 of the monthly rent) of the affected service.
The maximum amount of the credit is basically 100% of the monthly rent of the affected service per month.
Further claims against the lifehost360.com OÜ, in particular those for compensation for indirect and consequential damages such as lost profits, business interruption, loss of data and information, etc., are only possible within the scope of liability under the General Terms and Conditions of the lifehost360.com OÜ.

7. Exclusion of liability and delimitation

Liability of the lifehost360.com OÜ in the event of non-compliance with the service level shall only apply if the lifehost360.com OÜ is responsible for the non-compliance. In particular, the lifehost360.com OÜ shall not be liable for:

  1. Outages for which the lifehost360.com OÜ is not directly responsible, in particular external DNS and routing problems, attacks on the network or mail infrastructure of the lifehost360.com OÜ (DDoS/viruses) and outages of parts of the Internet outside the control of the lifehost360.com OÜ, which may lead to incorrect measurements of the customer.
  2. Outages that are the fault of the customer, especially outages caused by incoming/outgoing hacker attacks (DDoS) due to faulty or insufficient maintenance of the customer's own hardware and software.
  3. Outages caused by improper use or repair of customer-owned hardware or software, or failure to install, operate and maintain systems in accordance with manufacturer or lifehost360.com OÜ guidelines.
  4. Outages falsely reported to the customer due to errors in internal or external monitoring/supervision services.
  5. Outages caused by maintenance windows of the lifehost360.com OÜ or its suppliers.

8. Severability clause

If any provision of this Service Level Agreement is or becomes invalid or unenforceable in whole or in part, this shall not affect the validity of the remaining provisions of the respective agreement.

 

Appendix A - Part 1 to the lifehost360.com OÜ Service Level Agreement

1. Support time

  • General request
    Monday - Friday, 9 a.m. - 5 p.m. (UTC +2)
  • Fault
    Monday - Friday, 9 a.m. - 5 p.m. (UTC +2)
  • Urgent fault
    24/7

2. Response time

  • Domain
    12 hours
  • E-mail
    12 hours
  • Dedicated Server
    12 hours
  • Virtual Server
    12 hours
  • Backup Storage
    6 hours

The specified response time / recovery time refers to the booked support times. For support services outside the support hours, unfortunately no definite response times / recovery times can be guaranteed.

Appendix A - Part 2 to the lifehost360.com OÜ Service Level Agreement

product-related values Hardware availability (monthly average)

  • Domain
    99,95 %
  • E-mail
    99,95 %
  • Dedicated server
    99,99 %
  • Virtual server
    99,99 %
  • Backup Storage
    99,99 %