1. Service Objectives
The Data Center will be available 99.794% of the time during the defined service hours, excluding scheduled maintenance downtime or disasters outside of Service Provider’s control.
2. Services Provided
Physical Co-location service consists of:
- RACK space in the Service Provider’s Data Center with dual power supply (PDU) and UPS power ( N+1 battery-backed power ), appropriate cooling with temperature sensors.
- The Cooling temperature will be set as per international data center norms and compliance.
Physical Co-location service does not include the following:
- Maintenance of the Web, App, DB, operating system, content on the server, or fault tolerant network connections, firewall security or any hosted IT equipment hosted inside Rack
3. Service Availability
The Service Provider will make the service available 24X7X365 days, except in necessary planned interruptions for service, upgrades, and reconfiguration. The Service Provider will minimize the number and duration of these interruptions. The Service Provider will attempt to coordinate with all affected Customers to schedule the interruptions for times least disruptive to the Customers. The Service Provider will, except in cases of great urgency, give the Customer at least three-business day’s prior notice of the interruption.
Report urgent incidents to the CH Network Operations Center at 01-4249083
4. Escalation Procedures
All urgent incidents are reported to the Network Operations Center. Reporting and escalation of non-urgent incidents is as follows:
The Customer should contact the NOC, If not responded to in a reasonable amount of time, contact the Data Center manager. If not satisfied with response time or service, the Customer contacts their Marketing Manager.
5. Outage Notifications
The Service Provider will communicate planned service outages to affected Customers. Depending on the breadth and impact of the outage, notification must be by phone call and by email. Notification will occur per contact information provided by the Customer.
| S.N. | Name | Position | Phone Number | E-mail Address |
Unplanned Outages: The Service Provider will communicate unplanned outages as time permits, to the first available Customer contact by phone (or, if unavailable, email) within two hours of the outage.
Planned Outages: When possible, the Service Provider will communicate planned outages to Customers by phone call and by email at least fifteen business days before the outage. If a planned outage becomes necessary in less than three days, the Service Provider will communicate soon after the outage necessity is determined.
6. Scheduled Maintanance
To meet specified service availability and service level objective, regularly scheduled maintenance is necessary. When possible, maintenance will be performed during the nighttime without affecting to business except in the case of emergency, data center device or equipment breakdown when urgent maintenance must be carried out to prevent further damage or total outage.
Except for critical or emergency situation, most of the change maintenance will be carried out with formal change approval process where every customers will be informed in advance. The CH will follow change approval process where PRD/DR change request must be submitted 3 days in advance. Any change that impacts the data center availability will be carried out with the approval from customers minimizing the schedule down time.
7. Constraints
The Customer must notify the Service Provider when any contact changes, provide a new contact person, and provide contact information. The Service Provider is not responsible if the Customer fails to update contact information.
8. Security
- Physical access to the data center is managed by the Service Provider’s Network Operations Center. Access is restricted to authorized personnel and those escorted by authorized personnel. Authorized personnel who are not Service Provider staff are required to sign in each time they enter the Data Center and the time spent in the center is tracked. Any change management must have to be reviewed by customer and Data center manager prior to 3 days for PRD and DR environment. The change request must include types of change, change description, impact, start, and closing window, back out plan and resource conducing the change. There are no exceptions to this rule.
- In colocation service provided, the customer is responsible for end to end management (Web, App, DB, OS, Network, SAN, security, regulatory compliance)
- The service provider will have the sole responsibility for the physical security against theft and damage due to service provider’s negligence.
- Customer takes their own insurance for IT equipment hosted on RACK against any natural calamity or disaster
- The service provider will provide physical security in colocation service as per national and international data center compliance. However any force robbery beyond the control of central business park security and Cloud Himalaya security management, both parties agrees to resolve on mutual understanding.
The Customer bears sole responsibility to comply and adhere with Government regulation and compliance. Every Data hosted by customers/customers must be in legal and regulatory compliance. Cloud Himalaya cannot be held accountable and responsible for illegal activities carried from the server or any equipment hosted by customer. The RACK key will be under customer custody unless shared for emergency maintenance in critical situation.
Exclusions
The Service Provider cannot guarantee timeframes for the following situations:
- Issues referred to a third party service provider
- systems in a disaster recovery state
- when data center equipment in faulty state and need replacement despite redundancy maintenance
- issues that involve troubleshooting the operating system, applications, database or content on the physically co-located server
- Service provider is responsible for only Rack space, cooling and redundant power supply in colocation service.
9. Backup and Recovery
Customers are responsible for the backup and recovery of any data on a co-located machine.
The Service Provider is not responsible for the Customer’s failure to implement a working backup and recovery plan. Each Customer is responsible for developing, implementing, testing and maintaining a Business Continuity Plan.
10. Responsibilities
This Service Level Agreement (SLA) between [Customer] and the Service Provider establishes a commitment for Physical Server Colocation as detailed in this Agreement.
The following service(s) are provided to the Customer by this agreement.
- The customer will be provided a space in the Service Provider’s Data Center with redundant battery-backed power, appropriate cooling,
- The Service Provider may monitor the server infrastructure for the Customer and establish SNMP notifications on an opt-in basis, which is strongly recommended. However, the customer can opt out from monitoring given their resource monitor 24X7
- The Service Provider will communicate outages affecting the servers to the contacts provided by the Customer.
- The following services are not provided under this Agreement:
- Maintenance of the Operating System, applications or content on the server
- Updating Customer-provided contacts. This is solely the Customer’s responsibility
11. Confidentiality
Both Parties agree to maintain the confidentiality of the service or service contract
12. Settlement of Dispute
- Both parties shall make every effort to resolve amicably by direct informal negotiation any disagreement or dispute arising between them under or in connection with the Contract
- If the parties fail to resolve such a dispute or difference by mutual consultation within thirty (30) days from the commencement of such consultation, either party may require that the dispute be referred for resolution to the formal mechanisms of arbitration.
13. Applicable Law
The laws applying and arbitration process of Nepal apply to this agreement. Each party must comply with all relevant laws and each parties irrevocably submits to the exclusive jurisdiction of the courts of Nepal.
Support:
Cloud Himalaya data center is backbone of many pioneer agencies and corporate enterprises. The 24X7 X 365 days’ onsite and on-call support teams are the first line of defense. We have staffed highly experienced and trained engineers. Our support policy adheres to ITIL V3. Customer can initiate support by Phone, Email.
Every critical infrastructure components from end to end in data center is continuously monitored in real time. Any anomalies are immediately recorded and major tasks are handled with following priority: For Fully manager services in cloud model
Priority – 1 (P1) (Response time 1 hour): Business hosting server infrastructure down causing business outage.
Priority -2 (P2) (Response time 2 hrs): Business is up but performing in degraded mode. Need immediate attention with response and resolution plan ready to be deployed for solution
Priority - 3 (Response time 4 hours.): Redundant component or service failure without impact to business environment.
Priority -4 (Response time 12-24 hrs): Informational request related to hosted environment. No business impact whatsoever.
