SLA for Virtual Machines

  • For all Virtual Machines that have two or more instances deployed in the same Availability Set, we guarantee you will have Virtual Machine Connectivity to at least one instance at least 98% of the time.
  • For any Single Instance Virtual Machine using premium storage for all Operating System Disks and Data Disks, we guarantee you will have Virtual Machine Connectivity of at least 98%.

    • Introduction

    This Service Level Agreement for Labs-Hosting Services (this “SLA”) is a part of your Server Access agreement (the “Agreement”). Capitalized terms used but not defined in this SLA will have the meaning assigned to them in the Agreement. This SLA applies to the Labs-Hosting Online Services listed herein (a “Service” or the “Services”), but does not apply to separately branded services made available with or connected to the Services or to any on-premises software that is part of any Service.

    If we do not achieve and maintain the Service Levels for each Service as described in this SLA, then you may be eligible for a credit towards a portion of your monthly service fees. We will not modify the terms of your SLA during the initial term of your subscription; however, if you renew your subscription, the version of this SLA that is current at the time of renewal will apply throughout your renewal term. We will provide at least 30 days’ notice for adverse material changes to this SLA.

    Additional Definitions

    "Announced Single Instance Maintenance" means periods of Downtime related to network, hardware, or Service maintenance or upgrades impacting Single Instances. We will publish notice or notify you at least five (5) days prior to the commencement of such Downtime.
    "Availability Set" refers to two or more Virtual Machines deployed across different Fault Domains to avoid a single point of failure.
    "Data Disk" is a persistent virtual hard disk, attached to a Virtual Machine, used to store application data.
    "Fault Domain" is a collection of servers that share common resources such as power and network connectivity.
    "Operating System Disk" is a persistent virtual hard disk, attached to a Virtual Machine, used to store the Virtual Machine’s operating system.
    "Single Instance" is defined as any single Labs-Hosting Azure Virtual Machine that either is not deployed in an Availability Set or has only one instance deployed in an Availability Set.
    "Virtual Machine" refers to persistent instance types that can be deployed individually or as part of an Availability Set.
    "Virtual Machine Connectivity" is bi-directional network traffic between the Virtual Machine and other IP addresses using TCP or UDP network protocols in which the Virtual Machine is configured for allowed traffic. The IP addresses can be IP addresses in the same Cloud Service as the Virtual Machine, IP addresses within the same virtual network as the Virtual Machine or public, routable IP addresses.

    Monthly Uptime Calculation and Service Levels for Virtual Machines in an Availability Set

    "Maximum Available Minutes" is the total accumulated minutes during a billing month for all Virtual Machines that have two or more instances deployed in the same Availability Set. Maximum Available Minutes is measured from when at least two Virtual Machines in the same Availability Set have both been started resultant from action initiated by Customer to the time Customer has initiated an action that would result in stopping or deleting the Virtual Machines.
    "Downtime" is the total accumulated minutes that are part of Maximum Available Minutes that have no Virtual Machine Connectivity.
    "Monthly Uptime Percentage" for Virtual Machines is calculated as Maximum Available Minutes less Downtime divided by Maximum Available Minutes in a billing month for a given Labs-Hosting Azure subscription. Monthly Uptime Percentage is represented by the following formula:
    Monthly Uptime % = (Maximum Available Minutes-Downtime) / Maximum Available Minutes X 100
    The following Service Levels and Service Credits are applicable to Customer’s use of Virtual Machines in an Availability Set:
    Monthly Uptime Percentage Service Credits
    <98% 5%
    <95.00% 15%
    <80.00% 60%
    Note: All Terms will be calculated only after reporting the Issue(s) at support@gtechlearn.com followed by our Support Representative contacts you within 60 minutes.

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    Scheduled Downtime(EST)

  • Mar 17,2024 | 11:10 PM to 11:40 PM
  • Apr 16,2024 | 11:50 PM to 11:58 PM
  • May 02,2024 | 11:30 PM to 11:50 PM