Service Level Agreement

SDSL, Ethernet Over Copper (EoC), and Wireless Service Level Agreement (SLA) v3.0

Key Information Systems, Inc. knows you can’t afford to be let down by your Internet Service Provider. That’s why Key Information Systems, Inc. makes commitments to its clients in the form of Service Level Agreements – SLA – that provide certain rights and remedies regarding the availability and performance of Key Information Systems, Inc.’s network.

Monthly Service Availability:
Key Information Systems, Inc.’s target for Monthly Service Availability for each SDSL, EoC, and Wireless End User Circuit is 99.9%. If Key Information Systems, Inc. does not meet the Monthly Service Availability Target for an End User Circuit per the above definition and Client requests a credit, Key Information Systems, Inc. will provide Client a credit of (1-day) of the monthly recurring charge for that End User Circuit for each (Eight-hour) or (fraction thereof, round to the nearest 15 minutes) of Service Outage experienced by the End User Circuit in excess of the Service Availability Target (“Service Availability Credit”); provided that in no case the aggregate of all Service Availability Credits and TTR Credits (defined below) exceed the total monthly recurring charged billed for such End User Circuit during such month.

Packet Loss over the Internet:
Key Information Systems, Inc. guarantees less than 1% average packet loss over the Internet within the continental United States. Packet Loss is calculated by averaging measurements between various points on the Key Information Systems, Inc. network during a one-month period. If our average packet loss is more than 1% in the US over a month period, all eligible Key Information Systems, Inc. customers will receive one day of credit for the affected service on their next monthly invoice.

Latency over the Internet:
Key Information Systems, Inc. guarantees that the average monthly latency for round-trip transmissions will be 140 milliseconds or less within the continental United States. Latency is calculated by averaging measurements between various points on the Key Information Systems, Inc. network over a one-month period. If the average monthly latency exceeds our guarantee, all eligible Key Information Systems, Inc. clients will receive one day of credit for the affected service on their next monthly invoice.

Time to Restore Service:
Key Information Systems, Inc.’s target for Time to Restore Service for each time an SDSL, EoC, or Wireless End User Circuit experiences a Service Outage is 48 hours. If Key Information Systems, Inc. does not meet the time to Restore Service Target for a Service Outage on an End User Circuit per the above definition and Client requests a credit, Key Information Systems, Inc. will provide Client a credit of 10% of the monthly recurring charge for that End User Circuit (“TTR Credit”), in addition to any other applicable credits for Service Availability, provided that in no case the aggregate of all Service Availability Credits and TTR Credits (defined below) exceed the total monthly recurring charged billed for such End User Circuit during such month.

Claims and Credit Availability:
In the event Client experiences a service interruption and is unable to transmit and receive data, Key Information Systems, Inc. determines that such interruption was caused by Key Information Systems, Inc.’s inability to provide said services for reasons within Key Information Systems, Inc.’s control and not as a result of any actions or inactions of Client equipment or any third parties (including failure of third party equipment), and such inability is not a result of standard scheduled maintenance of Key Information Systems, Inc.’s equipment or services, Key Information Systems, Inc. will, upon Clients request, credit Client’s account. It is the Client’s responsibility to identify, request and document all valid SLA claims and corresponding credits. To be eligible for service credits, client must first report service availability, delay, or delivery events to Key Information Systems, Inc. through standard trouble reporting/ticket mechanism, as set forth in Key Information Systems, Inc.’s Client Policies. Key Information Systems, Inc. will notify Client of its resolution of the reported event. Client must claim any applicable service credits by the 15th day of the month following the month in which the reported incident was resolved (in the case of credits for Service Availability and Time to Restore).

Client must be current in all of its invoices to be eligible for any credits.

Colocation Service Level Agreement (SLA)

Key Information Systems, Inc. knows that you can’t afford to be let down by your Internet Service Provider. That’s why Key Information Systems, Inc. makes commitments to its clients in the form of Service Level Agreements — SLA — that provide certain rights and remedies regarding the availability and performance of Key Information Systems, Inc.’s network.

Network Availability over the Internet
Network connections from the Key Information Systems, Inc. data center to the Internet within the continental United States will be available to clients free of Network Outages 100% of the time. Key Information Systems, Inc. will provide Client a credit of (1-day) of the monthly recurring charge for every 30 minutes or (fraction thereof, round to the nearest 15 minutes) of Service Outage experienced by the Server Colocation Client. Provided that in no case the aggregate of all Network Availability Credits exceed the total monthly recurring charged billed for a Server Colocation Client during such month.

Packet Loss over the Internet:
Key Information Systems, Inc. guarantees less than 1% average packet loss over the Internet within the continental United States. Packet Loss is calculated by averaging measurements between various points on the Key Information Systems, Inc. network during a one-month period. If our average packet loss is more than 1% in the US over a month period all eligible Key Information Systems, Inc. clients will receive one day of credit for the affected service on their next monthly invoice.

Latency over the Internet:
Key Information Systems, Inc. guarantees that the average monthly latency for round-trip transmissions will be 85 milliseconds or less within the continental United States. Latency is calculated by averaging measurements between various points on the Key Information Systems, Inc. network over a one-month period. If the average monthly latency exceeds our guarantee, all eligible Key Information Systems, Inc. clients will receive one day of credit for the affected service on their next monthly invoice.

Claims and Credit Availability:
In the event Client experiences a service interruption and is unable to transmit and receive data, Key Information Systems, Inc. determines that such interruption was caused by Key Information Systems, Inc.’s inability to provide said services for reasons within Key Information Systems, Inc.’s control and not as a result of any actions or inactions of Client equipment or any third parties (including failure of third party equipment), and such inability is not a result of standard scheduled maintenance of Key Information Systems, Inc.’s equipment or services, Key Information Systems, Inc. will, upon Clients request, credit Client’s account. It is the Client’s responsibility to identify, request and document all valid SLA claims and corresponding credits. To be eligible for service credits, client must first report service availability, delay, or delivery events to Key Information Systems, Inc. through standard trouble reporting/ticket mechanism, as set forth in Key Information Systems, Inc.’s Client Policies. Key Information Systems, Inc. will notify Client of its resolution of the reported event. Client must claim any applicable service credits by the 15th day of the month following the month in which the reported incident was resolved (in the case of credits for Service Availability and Time to Restore).

Client must be current in all of its invoices to be eligible for any credits.

Dedicated Internet Access Service Level Agreement (SLA) v3.0

Key Information Systems, Inc. knows that you can’t afford to be let down by your Internet Service Provider. That’s why Key Information Systems, Inc. makes commitments to its clients in the form of Service Level Agreements – SLA – that provide certain rights and remedies regarding the availability and performance of Key Information Systems, Inc.’s network.

Monthly Service Availability:
Key Information Systems, Inc.’s target for Monthly Service Availability for each T1 and Gigabit End User Circuit is 99.9%. If Key Information Systems, Inc. does not meet the Monthly Service Availability Target for an End User Circuit per the above definition and Client requests a credit, Key Information Systems, Inc. will provide Client a credit of (1-day) of the monthly recurring charge for that End User Circuit for each (four-hour) or (fraction thereof, round to the nearest 15 minutes) of Service Outage experienced by the End User Circuit in excess of the Service Availability Target (“Service Availability Credit”); provided that in no case the aggregate of all Service Availability Credits and TTR Credits (defined below) exceed the total monthly recurring charged billed for such End User Circuit during such month.

Packet Loss over the Internet:
Key Information Systems, Inc. guarantees less than 1% average packet loss over the Internet within the continental United States. Packet Loss is calculated by averaging measurements between various points on the Key Information Systems, Inc. network during a one-month period. If our average packet loss is more than 1% in the US over a month period, all eligible Key Information Systems, Inc. clients will receive one day of credit for the affected service on their next monthly invoice.

Latency over the Internet:
Key Information Systems, Inc. guarantees that the average monthly latency for round-trip transmissions will be 85 milliseconds or less within the continental United States. Latency is calculated by averaging measurements between various points on the Key Information Systems, Inc. network over a one-month period. If the average monthly latency exceeds our guarantee, all eligible Key Information Systems, Inc. clients will receive one day of credit for the affected service on their next monthly invoice.

Time to Restore Service:
Key Information Systems, Inc.’s target for Time to Restore Service for each time a T1 and Gigabit End User Circuit experiences a Service Outage is four hours. If Key Information Systems, Inc. does not meet the time to Restore Service Target for a Service Outage on an End User Circuit per the above definition and Client requests a credit, Key Information Systems, Inc. will provide Client a credit of 10% of the monthly recurring charge for that End User Circuit (“TTR Credit”), in addition to any other applicable credits for Service Availability, provided that in no case the aggregate of all Service Availability Credits and TTR Credits (defined below) exceed the total monthly recurring charged billed for such End User Circuit during such month.

Claims and Credit Availability:
In the event Client experiences a service interruption and is unable to transmit and receive data, Key Information Systems, Inc. determines that such interruption was caused by Key Information Systems, Inc.’s inability to provide said services for reasons within Key Information Systems, Inc.’s control and not as a result of any actions or inactions of Client equipment or any third parties (including failure of third party equipment); and such inability is not a result of standard scheduled maintenance of Key Information Systems, Inc.’s equipment or services, Key Information Systems, Inc. will, upon Clients request, credit Client’s account. It is the Client’s responsibility to identify, request and document all valid SLA claims and corresponding credits. To be eligible for service credits, client must first report service availability, delay, or delivery events to Key Information Systems, Inc. through standard trouble reporting/ticket mechanism, as set forth in Key Information Systems, Inc.’s Client Policies. Key Information Systems, Inc. will notify Client of its resolution of the reported event. Client must claim any applicable service credits by the 15th day of the month following the month in which the reported incident was resolved (in the case of credits for Service Availability and Time to Restore).

Client must be current in all of its invoices to be eligible for any credits.

Appendix A – Data Center Specifications

Data Center Critical Infrastructure

Physical Security

i) Access Control and Surveillance. Access to the KeyInfo data center is strictly controlled with two factor biometric security scanners and proximity access cards.   All entrances accessible to Clients are monitored via CCTV cameras and all entrance/exit activity is digitally recorded.

ii) Manned Operations.   KeyInfo data center personnel support the data center 7/24/365 to respond to critical events, emergences, and to provide support.

iii) Client Access.  Upon reasonable notice to KeyInfo or in cases of emergency, Client shall be granted access to the Facility.  Client access to the KeyInfo data center is strictly limited to those areas designated for Colocation Floor Space, Server Colocation services, and areas housing any Client Equipment only.  Client access to Managed Hosting portions of the data center is not permitted.  Authorized KeyInfo data center personnel will accompany Client at all times while inside the data center.

iv) Public Access.  Public, non-Client access to the data center is limited to the KeyInfo Business Partner Innovation Center portion of the data center and certain designated viewing areas and will be escorted at all times.   Public access to any other portion of the data center, including all areas where Client equipment is located, is strictly forbidden.  Authorized KeyInfo data center personnel will accompany visitors at all times while inside the publicly accessible portions of the data center.

v) Fire Protection.   The KeyInfo data center is equipped with comprehensive fire detection and suppression systems.   The service level objective is to prevent and suppress potential causes of fires using early detection systems

Power Availability

i) Power Uptime.  The data center power systems are designed to provide uninterrupted power, regardless of the availability of power from the local public utility(s) supplying the data center.

ii) Power Services.  AC power to the rack(s) or cabinet(s) housing Client Equipment is guaranteed to be available 99.999% of the time in a calendar month.  For Client to properly make use of this benefit, Client Equipment must either be equipped with dual power cords or, if single-corded, attached to an automatic transfer switch (“ATS”) within the Client rack(s).

Cooling and Climate Control

i) A/C services.  KeyInfo guarantees that adequate cooling and humidity control (climate control) will be provided 99.999% of the time in a calendar month.   The ambient temperature in the Managed Hosting, Server Colocation and Colocation Floor Space areas of the data center that are four (4) feet above the ground and surrounding the Client Equipment will be 72 degrees Fahrenheit +/- 5 degrees; provided, however, that such temperature guarantee shall not apply if any rack housing Client Equipment consumes more than 5kWs.   Relative humidity within these same areas will be 40% +/- 5%.

ii) Key Info may request access for the implementation and/or modification of energy saving and efficiency measures in the data center, with client permission.

Network Infrastructure

i) Network Availability. The KeyInfo network infrastructure is guaranteed to be available 99.999% of the time in a calendar month.   The applicable portion of the infrastructure is specific to the type of connection provided and includes all relevant switches, routers and cabling.  KeyInfo provides Internet bandwidth, and also allows Clients to extend their private networks to the data center.   Internet bandwidth is brought directly to the Client rack.   Private networks may be extended to the Client rack via carrier circuit extension from the data center demarc or via cross-connect from a carrier point-of-presence (“POP”) already residing in the data center (“on-site carrier”).

ii) Carrier-installed circuit extensions or other circuits or connections not installed or owned by KeyInfo are not covered under this SLA.

iii) For services using KeyInfo provided Internet bandwidth, the network infrastructure is defined as the portion of the network extending from the outbound switch port at the Client rack to the outbound port on the KeyInfo border router.

iv) For services using Client-provided private bandwidth with a cross-connect to an on-site carrier, the network infrastructure is defined as the portion of the network extending from the outbound port at the Client rack to the outbound port of the carrier’s POP.   Cross-connections installed by KeyInfo are guaranteed to be available 100% of the time a calendar month.

v) Network Availability is defined as the ability to pass TCP/IP traffic with less than 0.5% packet loss and less than 30ms latency across the KeyInfo network infrastructure.   Network downtime is defined as the amount of time that Network Availability is below 100%, and is measured from the earlier of the time a support ticket is opened or notification is received from Client.

vi) Internet Availability.  KeyInfo obtains Internet bandwidth from multiple providers in order to deliver the highest level of availability.   KeyInfo guarantees that Internet connectivity will be available 99.999% of the time in a calendar month.

vii) Internet Availability is defined as the ability to pass TCP/IP traffic from the KeyInfo border router to an upstream Internet provider.   Internet downtime is defined as the amount of time that Internet Availability is below 99.999%, and is measured from the earlier of the time a support ticket is opened or notification is received from Client.

viii) Internet Bandwidth.  KeyInfo will initially provide Client the amount of bandwidth specified on the Services Agreement.   Bandwidth may be increased or decreased at any time upon written request from Client.  Bandwidth changes may result in changes to Client’s Monthly Recurring Charges and are subject to approval by Client and KeyInfo prior to implementation.  Bandwidth decreases will be processed within one (1) business day of approval by both parties.   Bandwidth increases will normally be processed within one (1) business day of approval of both parties provided that KeyInfo has the additional bandwidth available, otherwise it will be processed within one (1) business day after KeyInfo obtains additional bandwidth from its upstream providers.

ix) Third Party Penetration Testing and Vulnerable Assessment. In addition to real-time security tools, KeyInfo employs a third-party security company to provide comprehensive penetration testing services and provide full security assessments.  A report on all potential vulnerabilities in the KeyInfo network is provided, and along our team, an immediate remediation plan is implemented to address concerns that are identified.

x) IP Addresses.  KeyInfo will assign public IP addresses to Client at commencement of the Services.

xi) Firewall Security and IDS/IPS Security. KeyInfo has established a firewall system that restricts access to KeyInfo’s infrastructure between the external access points and internal network. DMZ’s are in place at the web server layer to further isolate external traffic from the internal network. KeyInfo utilizes advanced firewall technologies from Cisco to ensure security at multiple layers in the OSI stack.  Further, we use sophisticated monitoring software for DNS and IP traffic conversations, along with other protocol analysis tools.  We use next generation Intrusion Detection and Intrusion Prevention tools to detect and remediate security threats before they happen.

IT Equipment

i) Physical Servers.  Server Hardware Repair. KeyInfo may provide physical servers as part of the Managed Hosting Service, and guarantees the timely repair of all hardware provided by KeyInfo at no cost to Client.  Hardware repair will begin when a KeyInfo technician identifies the cause of the problem (which KeyInfo shall use its best efforts to determine), and is guaranteed to be complete within four (4) hours of problem identification by KeyInfo.  Server Hardware is defined as power supply(s), processor(s), RAM, hard disk(s), motherboard and NIC card(s).  This guarantee excludes the time required to reload and configure the operating system and/or applications, and/or restore from backup (if necessary). KeyInfo may also provide Server Hardware Repair services to Server Colocation and Colocation Floor Space Clients on a “best-effort” basis.

ii) Virtual Server Infrastructure.  KeyInfo has built a virtualized server environment based on technology from several major manufacturers.   Virtual servers may be provided to Clients as part of the Managed Hosting Service.  KeyInfo guarantees the availability of its virtualized server infrastructure, and will redeploy virtual servers as necessary should an underlying physical server fail.  Upon the failure of a physical server supporting a set of virtual servers, a KeyInfo technician will ensure that all affected Client virtual servers are restored to operational status on another physical server within the virtualized server environment.  “Operational status” means that the virtual server has been restarted and responds to an ICMP “ping” on its Client facing network interface.  The restoration to operational status is guaranteed to be complete within one (1) hour after failure detection by KeyInfo.   This guarantee excludes the time required to restart applications, and/or restore data from backup (if necessary).

iii) Storage Area Network Availability.  The KeyInfo data center features a Storage Area Network (SAN) built with storage hardware from leading enterprise storage vendors. The SAN is fully redundant across all components and is virtualized to provide high levels of performance and availability.  All components have redundant power supplies and redundant fiber connectivity.  The switch fabric is built with fully redundant hardware, dual fiber paths and dual host-bus adapters in each connected server. The logical disk arrays are constructed using industry-standard RAID data striping techniques and online hot-spares.  In the event of a failure that renders the SAN unavailable, KeyInfo will repair the SAN within one (1) hour of the time that the cause of the problem is identified (which KeyInfo shall use its best efforts to determine).  SAN downtime is defined as the amount of time that Client equipment is unable to transmit or receive data on the SAN, and is measured from the earlier of the time a support ticket is opened or notification is received from Client.

Monitoring and Response 

i) Monitoring.  Monitoring services are included in the Managed Hosting Service and may be optionally included for the Server Colocation and Colocation Floor Space services on the Services Agreement.  Availability Monitoring.  KeyInfo will test general sever availability by polling every five (5) minutes using ICMP “ping.”

ii) Response. When alerted of a potentially critical problem by any of its monitoring systems, KeyInfo will begin troubleshooting and addressing the problem and will contact the Client using the defined Notification and Escalation procedure according to response time matrix shown below.  Client-initiated support tickets – Upon entry of a support ticket in the KeyInfo Problem Management System by Client, either by telephone call to the KeyInfo Network Operations Center or via online web portal, KeyInfo will respond according to the response time matrix shown below.

iii) Response Time Matrix 

Severity/Priority Level Response Time Support Coverage Example
 

1 Service down

 

30 Minutes 24/7 A server or application is not accessible to users
2 Improper operation or degraded performance

 

Within 1 hour 24/7 A server or application is accessible, but not function correctly or responding poorly.
3  Non-critical Within 4 hours 24/7 Operational or technical assistance is requested for infrastructure services or scheduling of a maintenance outage, or need help with any other non-immediate task.

 

4        Low priority One Business Day 8/5 A basic configuration change is requested.