Service Level Agreement

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Service Level Agreement for HostedBizz Cloud Infrastructure

Purpose

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.

Responsibilities

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.

Service Availability

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% N/A
<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:

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.

Operational Support:

Phone & Email Ticket support from HostedBizz are available daily from 8am–6pm EST. by calling (877) 227-5827 or emailing, support@hostedbizz.com. Toshiba Canada customers can also contact Toshiba Canada at supportservices@tbs.toshiba.ca

 

 

 

 


What Our Customers are Saying

Our server environment changes almost daily as we power down, power up and scale compute resources to meet rigorous release criteria and timelines. Optimizing this aspect of our business operations was part of what drove us to evaluate Cloud. The second part is strategic. Once the business is running on the Cloud, ZIM will leverage Cloud to make software tools available to customers as a PaaS. This is the end game.

— Celso Bressan – Manager of R&D - ZIM

The solution from HostedBizz gives us more control over our server infrastructure than we expected. We can flex our computing resources up and down based on the demand that we see from our customers

— Josh Garellek – CEO Arctic Empire

4Té were using a tape backup which was a very cumbersome methodology for all of our critical data. HostedBizz were able to replace this whole process with an automated worry-free backup process into their secure Canadian cloud infrastructure

— Tammy Green - Systems Manager 4Té Inc

Bold Radius is a custom software development, training and consulting firm. Bold Radius needed bullet proof elastic computing. We needed the ability to spin up and tear down servers and to dynamically change server resources on the fly. Hostedbizz delivers this to us and our clients and we can control all of our services through their simple to use portal.

— Mike Kelland - President & CEO, Bold Radius

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