Service Levels
At ONZACK, we offer our customers a range of Managed Services. Service Levels describe how these services are provided. The Service Levels are typically defined in a Service Level Agreement (SLA), which refers to Service Level Objectives (SLO) and Service Level Indicators (SLI).
| Service Level | Description | Availability | Service Hours | Support Hours | Response Time | Status |
|---|---|---|---|---|---|---|
| Best Effort | Operation and maintenance without guaranteed availability | Best Effort | Best Effort | Mon-Fri 08:00-17:00 | < 8h | Available |
| Business Hours | Operation and maintenance with guaranteed availability during business hours | 99.9% | Mon-Fri 08:00-18:00 | Mon-Fri 08:00-17:00 | < 4h | Available |
| Extended Business Hours | Operation and maintenance with guaranteed availability during business and evening hours | 99.9% | Mon-Fri 06:00-22:00 | Mon-Fri 06:00-22:00 | < 4h | Not yet available, show interest |
| 24/7 | Operation and maintenance with guaranteed 24/7 availability | 99.9% | 24/7/365 | 24/7/365 | < 1h | Not yet available, show interest |
Applicability
The Service Levels are applicable to all Managed Services offered by ONZACK.
Availability and Guarantees
The availability of Managed Services is guaranteed during service hours and is calculated per calendar month based on SLIs and SLOs. Maintenance work, whether planned or extraordinary, does not count towards service hours, and service interruptions during maintenance work do not reduce availability.
If the guaranteed availability is not met, the customer will be compensated with a discount on the monthly invoice. The compensation is calculated as follows:
- Availability >= guaranteed availability -> no discount
- Availability < guaranteed availability -> discount = 100% - availability in % * 4
for example:- at 95% availability, the discount is 20%
- at 90% availability, the discount is 40%
The discount only applies to Managed Service fees and not to infrastructure costs, if these are also billed through ONZACK.
Maintenance Work
ONZACK's Managed Services are regularly maintained to ensure security, availability, and performance. All maintenance work is carried out by ONZACK engineers. Maintenance work is performed during the unified maintenance window:
- Every Tuesday between 20:00 and 22:00 (CET/CEST)
Comments:
- Every Tuesday there is a maintenance window for any necessary maintenance work
- Updates of individual components are performed once a month during the unified maintenance window
- Maintenance work may lead to service interruptions
- Maintenance work can be carried out at any time during the unified maintenance window
- Maintenance windows that fall on public holidays (Canton of Graubünden, Switzerland) are cancelled without replacement
Extraordinary Maintenance Work
In exceptional cases, maintenance work may need to be carried out outside the unified maintenance window, e.g. to address critical security vulnerabilities. Extraordinary maintenance work will be announced 1 hour before work begins, regardless of whether service interruptions may occur or not.
Exceptions
The following exceptions are considered when calculating availability:
- Service interruptions outside service hours
- Service interruptions during planned or extraordinary maintenance work
- Service interruptions due to reduced availability or performance of infrastructure or services from third-party providers or the customer 1
- Service interruptions due to incorrect handling by third-party providers or the customer
- Service interruptions due to lack of support or response from the customer during troubleshooting
Monitoring and Alerting
Monitoring and alerting for Managed Services is provided by ONZACK. The monitoring and alerting serves to ensure the security, availability, and performance of Managed Services during service hours.
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Regardless of who caused the failure, e.g. due to a hardware or software malfunction, incorrect manipulation or a cyber attack. ↩