SLA

We realise that you need the cloud to run your business. Our Service Level Agreement was designed to give you the up-time, response and latency guarantees that keep you doing what you do best.  To read our full Service Level Agreement, please go to: http://cloud.dimensiondata.com/about/legal/service-level-agreement

As part of the Dimension Data Public CaaS Terms of Services Agreementthat governs Client's purchase of public cloud services, Dimension Data will meet the service level agreements set forth below.

99.99% Network Uptime Target (for all geographic regions other than MEA)

For Public CaaS deployments in the North America, Europe, Asia Pacific and Australia Geographies, Dimension Data intends to provide 99.99% availability of the Dimension Data Network. For Public CaaS deployments in the MEA Geography, Dimension Data intends to provide 99.95% availability of the Dimension Data Network. “Dimension Data Network” is comprised of the Public CaaS MCP border routers, firewalls, load balancers, and switches in a specific Location. The Dimension Data Network will be deemed “available” if the networking components of the Dimension Data Network are available and responding to the Monitoring Tool.

99.99% Server Uptime Target (for all geographic regions other than MEA)

For Public CaaS deployments in the North America, Europe, Asia Pacific and Australia Geographies, Dimension Data intends to provide 99.99% availability of Client’s Cloud Servers. For deployments in the MEA Geography, Dimension Data intends to provide 99.95% availability of Client’s Cloud Servers. This Service Level only covers unavailability of a Cloud Server due to the hardware and hypervisor layers delivering individual Cloud Servers. A Cloud Server will be deemed “available” for purposes of this Service Level if the virtualization hardware and hypervisor layers delivering individual Cloud Servers are available and responding to the Monitoring Tool.

30 Minute Support Response Time Guarantee

For any Emergency Incident properly reported by Client via the GSC as described in the Terms, Dimension Data support personnel intend to contact Client regarding such Emergency Incident within thirty (30) minutes from the time the Emergency Incident was initially reported to Dimension Data. If Dimension Data reclassifies an Incident from an Emergency Incident to an Other Incident, then the “Support Response Time Target” Service Level (including this Section 1.3(c)) will not apply to such Incident.

< 1 ms Latency Guarantee

Dimension Data intends to provide a Latency (as defined below) of less than one millisecond (1ms) for the transfer of data packets from one Cloud Server to another Cloud Server within the same Cloud Network. “Latency” means the amount of time it takes for a packet of data to travel from one point to another. Latency measurements will be determined by the Monitoring Tool.

The Public CaaS Terms of Service (the “Terms”), available.
at http://cloud.dimensiondata.com/about/legal/public-caas-terms-of-service,unless otherwise indicated. Dimension Data may amend these Public CaaS Service Level Terms from time to time by posting the updated version at this URL or otherwise providing notice to Client.

To read our full Service Level Agreement, please go to: http://cloud.dimensiondata.com/about/legal/service-level-agreement

  •