NetFoundry Platform SLA Guide

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Definition of the NetFoundry CloudZiti platform as referred to in the support guide:

The CloudZiti platform has two very distinct pieces, the NetFoundry Console, used to provision, configure, and monitor the network instances, and the network instances themselves.  These are operationally independent of each other and are monitored for uptime in very different ways.

NetFoundry Console

The NetFoundry console (nfconsole.io) is a single-page application that accesses the microservice architecture known as the Maintenance and Operations Platform(MOP).  

As this MOP as a whole is made up of many different microservices, some core to the operation and some ancillary for specific functions, we have defined the "up" state as a combination of 4 core services.  These are the core management service, which controls the actual operations driven by the console, and the gateway service, allowing access to and protecting the APIs, identification, and authorization, which combine to allow secure access to the various resources owned by our customers within the MOP as a whole.  These services are polled every 30 seconds with a test, and the results are recorded.  The state of all 4 services responding is "up."  Any of these services being "down" will result in Console being declared in a "down" state.

Therefore, the calculation for Console uptime is as follows:

NetFoundry Network Instances

NetFoundry Network instances can be extremely complex items, with Controllers, Edge Routers, and Endpoints spread around the world.  In order to determine Network availability, we rely on the metrics of the network itself.  Records are emitted for every fabric circuit, every minute. A fabric circuit represents a connection from an endpoint to a service.  These are measured for the amount of data that flows into and out of the circuit in each direction.  This is the best measurement of the network's availability, as it indicates the successful use of the service.

Network uptime is calculated based on the value of service traffic.  In the case of a complete service outage, obviously, this value will be zero, and the time it remains at this level is the downtime.  In the case of a partial outage, for example, a single Edge Router that impacts one or more services, the partial downtime will be calculated based on the time of the issue and the average of the previous 4 weeks' traffic values during that same time period.  For example, if there were a service disruption from 1:00 to 2:00 PM on a Monday that was partial, the previous 4 Mondays from 1 to 2 PM would be averaged together, and the outage time service traffic volume divided by the previous 4 weeks' average would be the percentage outage.  This outage would then be used for any SLA penalty calculation.

SLA Requirements and Exemptions

Scope of Services Covered

The NetFoundry Services SLA and associated Service Credits for Outages apply to and encompass only NetFoundry Service components that are solely deployed and managed by NetFoundry. Service components deployed and managed by the Customer or its contractors are excluded from the SLA Availability commitments.

Exemptions from SLA Outage Events

The following events are exempt from NetFoundry Availability SLA commitments and calculations (“Excluded Downtime”):

1. Misconfiguration of Service components provisioned by Customer or its contractors.
2. Failure with End-points managed by Customer End Users and Customer, Customer, or Customer’s contractors, mainly but not limited to Laptops, Private Data Centers, and Customer Own Public Cloud deployments.
3. Outage events that are attributable to Customer's network connectivity.
4. Outage events that are attributable to Internet and ISP(s) outages.
5. Outages events at public Cloud Services employed by either Customer or NetFoundry in the provisioning and delivery of Services.
6. Planned maintenance of the Services not to exceed 8 hours per month, for which NetFoundry has provided Customer with no less than 5 business days prior written notice in advance thereof or planned maintenance of Customer's Network.
7. Failure on the part of the Customer to adhere to the supported platform configurations of the Operating System, machine type, browsers, and recommended sizing guides.
8. Force Majeure Events - Downtime incidents that are caused by force majeure events that are beyond NetFoundry’s reasonable control, including but not limited to strikes, shortages, riots, insurrection, fires, flood, storms, explosions, acts of God, war, government or quasi-governmental authorities actions, acts of terrorism, earthquakes, power outages, pandemic or epidemic (or similar regional health crisis)), government-mandated lock-down or shelter in place orders, failure of Internet access or any public telecommunications network, shortage of adequate power or transportation facilities, etc.)

Compliance Exceptions

Failure or deficiency of compliance with the following requirements may result in disqualification in the issuance of Service Credits:

1. Delay or failure by the Customer to perform recommended upgrades or application of recommended software patches.
2. Delay or failure by the Customer to provide accurate or complete data or information required by NetFoundry to provide the Services.
3. Delay or failure by the Customer to facilitate debugging, troubleshooting, or other access requirements to restore Service.

Service Credit Issuance

1. You must provide NetFoundry with a written request for a Service Credit due within thirty (30) days of the end of the month of the applicable Outage event(s) giving rise to the Service Credit. Failure to do so will void your eligibility for any Service Credit event(s).
2. Service Credits are applied only to NetFoundry Services suffering outages and will be proportionality calculated against the total of Services supplied.
3. Service Credits may only be applied to charges accruing to the affected Service within thirty (30) days of the end of the current term of the Service.