RankEZ has established a cooperation with GreenRadar for its PAMaaS (Privileged Access Management as a Service) offering. All Tenants are deployed in the CPC (CITIC TELECOM, https://www.citictel-cpc.com/ ) in Hong Kong SAR, and are directly operated by the professional teams of GreenRadar (https://www.greenradar.com).
If the customer have other compliance requirement and hope to have a tenant in other countries, please contact RankEZ. In most cases, RankEZ will choose AWS or Azure to host the tenant for the customers.
SERVICE LEVEL AGREEMENT (SERVICE AVAILABILITY)
This RankEZ Privilege Cloud – Service Level Agreement (Service Availability) (“SLA”) is incorporated into the RankEZ Software Terms of Services (SaaS) (“Service Terms”) for provision of RankEZ Privilege Cloud software services (“Services”).
This SLA applies separately to each Customer using the Services and does not apply to any third parties, including without limitation Customer’s Authorized Users. Unless otherwise provided herein, this SLA is subject to the Service Terms and capitalized terms will have the meaning specified in the Service Terms. RankEZ reserves the right to change the terms of this SLA in accordance with the Service Terms.
SERVICE COMMITMENT
RankEZ shall use commercially reasonable efforts to make the Services with an annual Uptime Percentage of at least 99.9% during a subscription term (the “Service Commitment”).
| With Real-time replication | With Daily Backup only | |
| Service Availability | 99.9% | 99.9% |
| RTO (Recover time) | 2 hrs | 8 hrs |
| RPO (Recovery Point Objective) | < 1 min (*1) | < 1 day (*) |
Real-time Replication is additional chargeable service, please contact us or partners.
DEFINITIONS
- “Uptime Percentage” means the total number of minutes in a 12-month period minus the number of minutes of Unavailability suffered in a 12-month period, divided by the total number of minutes in a 12-month period. Uptime Percentage measurements exclude downtime associated with any SLA Exclusion (defined below).
- “Unavailable” and “Unavailability” means Customer’s inability to login to the Services.
- “Service Maintenance” means
- System enhancements or upgrade which will impact the accessibility will be announced or neogotiated via email with the customer at least two weeks in advance.
- Provide scheduled annual upgrade.
- Emergency maintenance of the Services outside of the foregoing routine or pre-scheduled maintenance window that is reasonably required to complete the application of patches or fixes, or to undertake other urgent maintenance activities. RankEZ will make reasonable efforts to limit the Service Maintenance window to the minimum possible to avoid service disruption.
SLA EXCLUSIONS
The Service Commitment does not apply to any Unavailability:
- Arising from RankEZ’s suspension and/or termination of Customer’s right to use Services in accordance with the Service Terms
- Caused by connectivity issues due to any firewall, censorship infrastructure, internet monitoring tool, or internet filter utilized, operated or otherwise deployed by the Customer or any third party, including but not limited to, any government agency, regulatory body or statutory body that result from any actions or inactions of Customer or any third party or the equipment, software or other technology of the same (other than third party equipment or services utilized by RankEZ’s for the provision of the Services to its customers)
- Arising from use of the Services in violation of the Service Terms
Any claim pertaining to Services performance or failure of individual instances not solely attributable to Unavailability is outside the scope of this SLA and addressed by the Service Terms and RankEZ’s standard support and maintenance terms.
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