3. Service Level Commitment
3.a Types of service
3.a.1 Platform Availability / Uptime
The platform availability or uptime is our commitment to ensure that the platform is available for use.
Platform availability is calculated as follows:
(Total number of minutes in a month – Downtime) / Total number of minutes in a month
The figure is expressed as a percentage.
|Monthly Platform Availability / Uptime percentage
“Downtime” is defined as the total minutes per month during which the aspects of the service are unavailable, excluding planned downtime and unavailability of service.
“Planned Downtime” is defined as any period of downtime, which is communicated by SureCloud in advance. SureCloud generally schedules these out of business hours for our customers, but emergency planned downtime may be unavoidable.
3.a.2 Platform Recovery
In the event that SureCloud’s primary data center suffers a catastrophic failure, the backup data center will be brought online with the following targets.
|Recovery Point Objective (RPO)
|Recovery Time Objective (RTO)
|Data Recovery from Backup