OUR SERVICE LEVEL AGREEMENT
The purpose of this document is to define the service level metrics that Scaleforce delivers when providing cloud Jelastic. This document will also define what commercial compensation will be provided if Scaleforce fails to deliver according to the stated metrics.
We provide a 99.95% uptime SLA around network, power, and cloud infrastructure availability excluding scheduled maintenance. If we fail to deliver, we’ll credit you 2.5% of the monthly fee for every 30 minutes of network downtime, up to 100% of one monthly payment, and the credit will be applied toward future payments. It’s that simple!
We use only enterprise-class grade hardware to provide you the best servers.
Intel Xeon E5 Processors DDR4 ECC Memory Intel PCI SSD for Caching/Journaling SSD for Cloud Storage Cisco Switch
the processor(s) RAM hard disk(s) motherboard NIC card other related hardware included with the server
We provide support to our customers via the help desk 24x7x365. We have the best of the class, very well-trained support staff that know the technologies we offer. They can answer your questions mostly on the first query for any emergency incident reported.
We guarantee that the critical environmental systems, including power and HVAC, will be available 99.95% of the time.
A message will be displayed in the dashboard or sent by email, with important information regarding a maintenance operation (scheduled or emergency).