Service Level Agreement for HostedBizz Cloud Infrastructure
This document outlines the responsibilities from a support prospective as well as a service level agreement for both HostedBizz Inc. (“HostedBizz”) and Toshiba of Canada Limited’s (“Toshiba Canada”) customers who purchased HostedBizz’s services from Toshiba Canada.
All Cloud Infrastructure Services will be provided by HostedBizz
During the Term, HostedBizz will be responsible for providing the following to Toshiba Canada’s customers:
- Network Connectivity
- Power for the servers
- Hardware failures/ repair
- Maintain Control Panel Availability
- Initial HostedBizz server deployment
- Hosting all cloud infrastructure services
Work Requests for Out of Scope Responsibilities
All work requests that are not covered under the responsibilities above will be considered for billable support upon submission via our web from or your account team. Rates vary depending on the scope of the request.
HostedBizz’s target availability for its physical servers is 99.99%. Target availability time is calculated on a monthly basis and is impacted by power and network availability to HostedBizz’s physical servers only, excluding hardware failures.
Upon failure of meeting HostedBizz’s availability standards as outlined above,Toshiba Canada customers will be credited 10% of their monthly costs for that specific service for that specific month that the outage took place for every 0.5% that availability falls below the standard, to a maximum of 50% of that particular services monthly fee to the customer.
Outage time is calculated from the time of the initial customer ticket to the time when power and or network availability have been restored to HostedBizz’s physical servers.
|Monthly Availability %||HostedBizz Billing Credit|
|<99.99% to 95%||10%|
|<95% to 90%||20%|
|<90% to 85%||30%|
|<85% to 80%||40%|
|<80% to 75%||50%|
Submission of Ticket Response Times
Emergency support tickets are targeted for a 2-hour call back time from HostedBizz. Outages will need to be reported through the ticketing system @ http://hostedbizz.com/submit-a-ticket/
All Other Support Tickets:
All other support tickets are targeted to receive a response from HostedBizz within 8 business hours of the initial ticket being opened.
Phone & Email Ticket support from HostedBizz are available daily from 8am–6pm EST. by calling (877) 227-5827 or emailing, email@example.com. Toshiba Canada customers can also contact Toshiba Canada at firstname.lastname@example.org