CloudWave: Service Level Agreement
Last updated: January 1, 2021T his Service Le vel A gre e m e n t (SL A) is incor p orate d by refere nc e into C u s to m e r’s Pro p os al a n d is su bje ct to the M a ster Ter m s a n d C o n ditio ns. This SL A p rovide s Clo u d W a v e’s co m m it m e nt to C u sto m e r for th e S ervices a n d S u p p ort se lecte d by C u sto m e r from t h e o ptio ns liste d belo w, as set forth in C u sto m e r’s P r o p os al. D urin g th e Ter m a n d p u rs u a nt to th e Pr o p os al, Clo u d W a v e a gre es to m e e t the M o n t hly U p ti m e P erce nta g e (Service Le vel Tar get) for the S ervices typ e a n d S u p p o rt levels sele cte d by C u sto m e r. If Clou d W a v e fails to m e et the SL A targ et a n d s u bje ct to C u sto m e r’s co m plia n ce with the A gre e m e n t, if Clo u d W a v e d o e s n ot m e et the M o nt hly U pti m e P erce nta g e, the n C u st o m e r is eligible for the Servic e Cre dit corres p o n din g to its SL A, (Service Cre dits are liste d belo w ). Se rvice Cre dits for partner or re s eller s ervices will only be prov ide d by Clou d W a v e if s pe cifically inclu d e d as part of a Pro p os al. In the e ve nt of a co nflict bet w e e n th e te r m s of this SL A a n d th e ter m s of the M a ster Ter m s a n d C o n ditio ns, the term s of this SL A will be g ov er n e d s olely as a p plie d to M o nt hly U pti m e P erce nta g e a n d Service Cre dits.
S ervice Offerin gs inclu d e d in the SL A:
•
O p S u s Live•
O p S u s E d g eService Level Agreement Options:
C u st o m e r’s Pro p os al has set forth C u sto m e r’s sele ctio n of o n e o ptio n from o n e or m or e of the gro u p s of offerin gs belo w (Availa bility, Re c o v era bility a n d S u p p ort). Th e co m bi n a tio n of SL As for the C u sto m e r s ele cte d offerin gs is refe rre d to as the “pa c k a g e”.
Availability SLA Options (OpSus Live only):
Tier Monthly Uptime%
WAN Connectivity
OpSus Live
(Private Cloud) (Public Cloud)OpSus Live
Minimum Diversity
Requirement Supported Types
1. Single >99.9% Single Connection Dedicated or VPN Single Region Single Instance 2. Multi >99.95% Redundant, Diverse
Connections Dedicated or VPN Single Region Cluster Multi Region 3. HA >99.99% Redundant, Diverse
Connections Dedicated N/A High Availability
Availability SLA Options (OpSus Edge only):
Tier Monthly Uptime%
WAN Connectivity
LAN Connectivity (Private Cloud)OpSus Edge Minimum Diversity
Requirement Supported Types
1. Single >99.9% Single Connection Dedicated or VPN Two Uplinks
Minimum Single Instance 2. Multi >99.95% Redundant, Diverse
Recoverability SLA Options (All Services):
Tier
Compute Storage Operational Protection Disaster Protection (Facility)
Instance Backup Retention Retention Protection Source Recovery Protection Mode Source Recovery
1. Silver Single instance, DR from backups
Weekly 4 Weekly 12 Monthly 30 Daily 12 Monthly 7 Years (up to) Single
Volume Backup 12 RTO 24 RPO Single DC Cold Site Backup 12 RTO 24 RPO
2. Sterling Single instance, DR from backups
Weekly 4 Weekly 12 Monthly 12 Hours 30 Daily 12 Monthly 7 Years (up to) Single
Volume Snapshot 2 RTO 2 RPO Single DC Cold Site Backup 12 RTO 24 RPO
3. Gold HA instance, DR from backups
Daily 7 Daily 4 Weekly 12 Monthly 12 Hours 30 Daily 12 Monthly 7 Years (up to) HA
Volume Snapshot 2 RTO 2 RPO Single DC Cold Site Backup 12 RTO 24 RPO
4.
Platinum HA instance, DR from backups Snapshot (2hr) 12 Hours 7 Daily 4 Weekly 12 Monthly 12 Hours 30 Daily 12 Monthly 7 Years (up to) HA
Volume Snapshot 2 RTO 2 RPO Multi Regio n
Hot
Site Snapshot 2 RTO 2 RPO
Support and Managed Service SLA (All Services):
Feature Support
Support Hours 8 AM – 5 PM
24 x 7 x 365 Standard
Customer Advocate CSM Optional
Feature Managed Services
Firewall FW Internet to DC Standard
Manage Rules (Host Based) Standard
Instance Device/Appliance Standard
Device Management Standard
Backup / Archive Software Standard
Backup Management (w. backup Target and retention) Standard
Utilities Storage I/O Optimization Standard
(MEDITECH Workloads) Optional (Other Workloads)
Monitoring Basic Availability Standard
Instance- Performance Standard
Instance- Capacity Standard
OS Performance Standard
Service Level Monitoring Standard
Alerting (auto-ticketing) Standard
End Point Detection and
Response Software Manage (Install, Configure, Support, Update) Standard Standard Software Patching System Tooling (Adobe, Flash, Chrome, etc.) Standard
OS Patching Standard
Patch Management Software (Install, Configure, Support,
Update) Standard
Zero Day Patching (Customer assets) Standard Patching cycle (Monthly or Quarterly) Standard
Feature Managed Services
HA patching (Install, Configure, Support, Update) Optional
OS Upgrades Standard
Security IDS Software (Host Based) Standard
IDS Management (Install, Configure, Support, Update) Standard
DDoS (Network Based) Standard
SIEM Software Standard
SIEM Management (Install, Configure, Support, Update) Standard
External Vulnerability Scanning Standard
External Vulnerability Scan Management (Remediation) Standard
Internal Vulnerability Scanning Standard
Internal Vulnerability Scan Management (Remediation) Standard Hardened OS Image (Baseline Configuration Management) Standard Compliance Healthcare Compliant Provisioning
* Only available in Public Cloud
Optional *
Load Balancer Software Standard
Manage (Install, Configure, Support, Update) Standard SSL / Application Proxy Software
* Can be bundled with Load Balancer
Optional * Manage (Install, Configure, Support, Update) Optional
Access Management Environment MFA Standard
MFA End User Access
* CW or Customer can provide, but feature is required for end user access
Optional * (feature is required)
Incide nt R e s p o ns e:
A p plica ble to all Su p p ort SL A o ptio ns, b ut s u bje ct to the Clo u d W a v e S u p p ort H o u rs inclu d e d wit h e a c h tier.
Incident Priority
Response Times
Initial Contact Target Resolution Communication
Update Critical <15 Mins <6 Hours Every 2 Hours High <1 Hour <12 Hours Every 4 Hours Med <8 Hours <1 Business Day Every 8 Hours Low <24 Hours <3 Business Days Every Business Day
Incide nt D e s criptio n: Priority Description
Critical Incidents affecting a large portion of the customer healthcare environment, causing production system failure (typically catastrophic), service interruption, outage, or system slowness resulting in significant loss of functionality (e.g., VDI access unavailability for entire hospital).
High Incidents affecting more than 10 users causing production system failure, service interruption, degradation, or an outage affecting a subset of the customer’s healthcare environment. Medium Incidents affecting less than 10 users with no significant impact to the customer’s healthcare
environment.
Low Incidents affecting single users with no business interruption.
Monthly Uptime Percentage.
T h e a ctu al U pti m e P erce nta g e is calculate d as th e total mi n ute s of a ctu al Services Availa bility divide d b y th e total min u te s in th e affe cte d m o nt h less E xclusio ns liste d b elo w.
Service Credits:
If the inclu d e d S ervices d o n ot m e e t the M o nt hly U pti m e P erce nta g e, Cu sto m e r will be eligible to re ceive a Service Cre dit in th e a m o u nts s et forth in th e follo wi n g ta bles by follo win g th e instru ctions b elo w.
Tier 1: Sin gle
Actual Uptime Percentage Service Credit Percentage <99.9 and >=99.0 10%
<99.0 and >=95.0 20%
<95.0 50%
Tier 2: M ulti
Actual Uptime Percentage Service Credit Percentage <99.95 and >=99.5 10%
<99.5 and >=97.5 20%
<97.5 50%
Tier 3: H A
Actual Uptime Percentage Service Credit Percentage <99.99 and >=99.9 10%
<99.9 and >=99.0 20%
<99.0 50%
Service Credit.
All a p prov e d Service Cre dits will be a p plie d to the C u sto m e r’s ne xt inv oice. If a dis p u te arises re g a rdin g a Service Cre dit, Clo u d W a ve will us e all availa ble inf or m a tio n (s erver lo gs, m o nitorin g a ctivity,
c o nfig u ratio n de sig n, etc.) to m a k e a g o o d faith d e ter m i n atio n.
Calculation of Service Credit.
T h e S ervice Cre dit s hall b e calculate d by m ultiplyin g th e Service Cre dit P erce nta g e d u e ti m e s the p ortio n of the M o nt hly R e c u rrin g C h a r g e s a p plica ble to the Services that faile d to m e e t the U pti m e P e rce nta g e. If Cu sto m e r w a s u n a ble to a cce ss all of the Services, the Service Cre dit P erce nta g e will be calc ulate d a g ainst the e ntire M o nt hly R e c urrin g C h a r g e for the a p plica ble m o nt h.
Contract Termination.
If Clo u d W a v e fails to m e et the M o nt hly U pti m e P e r ce nta g e of at le ast 98. 0 % in a ny thre e (3)
c o ns e c u tive m o nt hs, the n, in a d ditio n to the Service Cre dits d u e to C u sto m e r, the C u sto m e r m a y d e e m s u c h failure to be a m a te rial bre a c h by Clo u d W a v e u n d e r the A gre e m e nt a n d m a y p u rs u e ter mi n atio n of the A gre e m e nt u p o n 15 da ys w ritte n n otice. Cu sto m e r’s s ole a n d e xclu sive re m e d y, a n d Clo u d W a v e’s s ole a n d e xclusive lia bility, for Clo u d W a v e’s failure to m e e t the M o nt hly U pti m e P erce nta g e is the S ervice Cre dits a n d ter m inatio n rig hts u n d er this S L A.
Exclusions:
E xclu sio ns fro m t he U ptim e P e rce nta g e calculatio n inclu d e d o w nti m e re s ultin g fro m e v e nts that are n ot within the sc o p e of Clo u d W a v e’s o bligatio ns u n d er this A gre e m e nt or that are n ot within th e re as o n a ble co ntrol of Clo u d W a v e, as w ell as the follo win g:
•
A F orce M aje ure E ve nt as define d in the M a ster Ter m s a n d C o n ditio ns,•
A cts or o missio ns of the C u st o m e r or its e m pl oy e e s, a g e nts, co ntra ctors or re pre s e ntatives,•
T h e C u sto m e r’s failure to follo w i m ple m e nt atio n instru ctio ns or proc e d u re s iss u e d byClo u d W a v e,
•
U s e or failure of a ny C u sto m e r o w n e d or provid e d har d w a re, s oft w a re or ot h er co m p o n e nts u s e d in co n n e ctio n with the Services,•
F ailure of the Cu sto m e r’s intern et provid er, tele co m m u nicatio ns circuit, or interne t ba c k b o n e o u ta g e s, ro utin g, or pe er in g iss u e s that pre ve nts C u st o m e r a ccess to Clo u d W a v e da ta ce nter(s),•
Pla n n e d d o w n ti m e for patc hin g, m ainte n a n c e, an d/ or infrastru cture or ap plicatio n u p gra d e s,c o n v ersio ns, a n d/or mi gratio ns,
