Service Level Agreement Storage
Service Level Agreement Storage B.V. - Version 2021-10-13
This document is also available as a pdf file.
1. Definitions
1.1. Service
Storage on BIT’s storage platform.
1.2. I/O Operations
Read and/or write actions on and for the data stored within the service.
1.3. Storage Volume
Hard disk space made available to virtual machine(s) or resource pool(s).
1.4. Incident
The unavailability of the service due to causes other than maintenance within a maintenance window, maintenance agreed with the customer, or incorrect usage by the customer themselves.
2. SLA
For the storage service, this document serves as an addendum to the master SLA.
3. Service Description
3.1. General
BIT manages a storage platform and provides customers with storage capacity on this platform. This SLA covers the availability of the service and the total storage volume offered.
3.2. Storage Availability
3.2.1. Redundancy
The storage systems are fully redundant across three geographically separate data centres. Data is synchronously written to all storage systems. Failure of systems in one data centre is mitigated by systems in the other data centres.
3.2.2. Capacity
BIT reserves and guarantees the availability of the storage volume purchased by the customer.
3.2.3. Bandwidth
The available bandwidth to the storage systems within BIT’s network is significantly over-provisioned.
3.2.4. I/O Operations Throughput
A minimum throughput for I/O operations is guaranteed.
3.2.5. Number of I/O Operations
A minimum number of I/O operations on the storage volume is guaranteed.
4. Incidents
Incidents are classified by BIT into three categories.
The service is fully unavailable:
- Storage volume is not available.
The service is available, but degraded:
- The available bandwidth to storage systems within BIT’s network is less than 100 megabits per second.
- The available throughput of read operations is less than 250 megabytes per second.
- The available throughput of write operations is less than 100 megabytes per second.
- The available number of read operations is less than 2500 per second.
- The available number of write operations is less than 500 per second.
Incidents with little or no disruption to clients:
- Reduced redundancy with respect to storage.
5. Non-Performance Penalties
BIn the event of non-observance with the defined availability, the client is entitled to compensation according to the following table:
The non-performance penalty is limited to 100% of the monthly sum of the service in question. The nonperformance penalty is limited to one penalty for a single incident case, even if the incident spreads over two calendar months or more. The penalty will only be rewarded upon customers request.
