DRaaS Service Level Agreement (SLA)
- Server Recovery will be completed within the Recovery Time Objective (RTO) of four (4) hours. If recovery is longer than 4 hours and less than 5 hours, the customer will receive a credit equal to 1 day/3.3% of the server DRaaS monthly charges. If recovery is longer than 5 hours and less than 10 hours, the customer will receive a credit equal to 5 days/ 16% of the server monthly DRaaS charges. If recovery is longer than 10 hours, the customer will receive a credit equal to 10 days/ 33% of the server monthly DRaaS charges.
- Server Recovery for a ScerIS OFF CLOUD DRaaS solution utilizing Private Network connections purchased by the customer and determined by the customer to support a recovery point objective (RPO) of 15 minutes will present the recovered server’s storage dataset in a state reflecting the Recovery Point Objective of 15 minutes maximum.
- Server Recovery for a ScerIS OFF CLOUD DRaaS solution utilizing public internet network connections will present the recovered server’s storage dataset in a state reflecting the Recovery Point Objective (RPO) of 12 hours maximum.
- Server Recovery for protected servers that are deployed on a virtual compute resource will be recovered on a virtual compute resource designated by the customer during DRaaS setup.
- Server Recovery for protected servers that are deployed on a physical compute resource and are designated for recovery on virtual compute resources will be recovered on a virtual compute resource designated by the customer during DRaaS setup.
- Server Recovery for protected servers that are deployed on a physical compute resource and are designated to be recovered on a physical compute resource will be recovered on a physical compute resource designated by the customer and purchased by the customer as a reserved ScerIS physical compute resource.
- Application Recovery is not a responsibility of ScerIS DRaaS.
- DRaaS Verification Test (DRVT) can be requested by customers and will be fulfilled in 3 to 10 calendar days after receipt of the request. One DRVT per subscription year is included with the DRaaS service. Additional DRVT are available for purchase.Server Recovery for protected servers that are deployed on a physical compute resource and are designated to be recovered on a physical compute resource will be recovered on a physical compute resource designated by the customer and purchased by the customer as a reserved ScerIS physical compute resource.
- Application Recovery is not a responsibility of ScerIS DRaaS.
- DRaaS Verification Test (DRVT) can be requested by customers and will be fulfilled in 3 to 10 calendar days after receipt of the request. One DRVT per subscription year is included with the DRaaS service. Additional DRVT are available for purchase.
