1. What are Managed Services?

 

The intention of our Managed Services is to make life as easy as possible for you. By choosing Managed Services, you are choosing for certainty, reliability and convenience.

  1. Contact details

 

Our support desk can be reached via the following communication channels:

Email address Telephone number Reachability
support (at) cloudsitter.com +49 30 95 99 88 9900 9:00 a.m. (Berlin CEST) – 6:00 p.m.

 

If you do not receive support via the regular channels and if this greatly affects your operational management, you can contact the following persons:

 

Name Function Email
Daniel Wagner Support Manager daniel.wagner (at) cloudsitter.com

 

  1. Monitoring

 

Cloudsitter monitors all its Managed Services 24/7. We monitor, among other things, crucial infrastructure elements such as switches, routers, servers, processor load/usage, etc. If necessary, we will take care of any malfunctions within half an hour.

  1. Security

 

The Cloudsitter infrastructure is split into two segments located in two geographically separated data centres that are both ISO certified (ISO27001, ISO9001 and ISO14001). These data centres are only accessible to authorized persons. The environments are adequately protected against fire and burglary. The measures taken by Cloudsitter against undesired access to networks and systems meet market requirements. Cloudsitter has also compiled a privacy statement in respect of the processing of personal data.

  1. Backup

 

Cloudsitter has scheduled system backups of its Managed Services to take place once every 24 hours. In the event of irreparable damage in any form whatsoever (hardware and/or software), Cloudsitter will be able to restore the service to the second last successful backup. This backup is stored at a data centre geographically separated from the service location.

  1. Level of availability

 

Cloudsitter undertakes to ensure the following availability during the Service Window:

 

Service Window Standard
24x7 99.8% per calendar year

The services are available when:
• the services function according to what has been agreed upon;
• an established malfunction has not been reported to Cloudsitter;
• research shows that it is definitely not a malfunction;
• the malfunction is caused by the client;
• there is a pre-announced maintenance session scheduled.

  1. Maintenance Window

 

During Maintenance Windows, Cloudsitter reserves the right to perform work that could interrupt the Service Window. The purpose of these Maintenance Windows is to ensure the services for the short as well as the long term. Maintenance Windows can take place on working days between 11:00 p.m. and 6:00 a.m. Clients will be informed beforehand about the work to be carried out.

 

Maintenance Window Times
Monday up to and including
Friday		 11:00 p.m. – 6:00
a.m.

 

  1. Request

 

A Request refers to a change of services request. While taking a Request under advisement, the consequences are assessed and the implementation of the change will be planned and executed, if applicable. The rate to carry out a Request is €125 per hour, excluding VAT and any travel expenses.

 

SLA Reaction time Solution time
Request 9x5 90% < 2 business hours 90% < 8 business hours

 

  1. Incident

 

An Incident is a disruption in the services leading to a complete or partial interruption of the services and a possible decrease in quality. While an Incident is being dealt with, the first priority is to avoid any impact it may have on your operations. One Incident could lead to one or more Problems.

 

SLA Priority Reaction time Solution time
Incident 9x5 Urgent 90% < 1 clock hour 90% < 4 clock hours
High 90% < 2 business hours 90% < 8 business
hours
Normal 90% < 4 business hours 90% < 16 business
hours

 

  1. Definition of Incident: Urgent, High and Normal

 

Priority Definition
Urgent An Urgent Incident must meet, at least, one of the following:
• A production server is down and/or will not start up.
• An environment with a business critical service will not start up or is
not available.
• A business critical service is not working after a backup recovery or
migration. The incident significantly affects a large group of users. As soon as a
workaround is available the Incident will downscale to priority Normal. The
client must be reachable by phone to answer questions and consult with
Cloudsitter. If the client is not available, the Incident will be downgraded to
priority Normal.

 

High A High Incident must meet, at least, one of the following:
• A component or functionality of the services isn't working.
• The performance of a crucial service component has significantly
dropped in quality.
• A production server has a big issue after a change and rollback has
had no effect and the Incident is still ongoing.
The incident significantly affects a large group of users. As soon as a
workaround is available the Incident will downscale to priority Normal. The
client must be reachable by phone to answer questions and consult with
Cloudsitter. If the client is not available, the Incident will be downgraded to priority Normal.
Normal Other Incidents that do not fall under Urgent or High.

 

  1. Problem

 

A Problem is an unknown main cause of one or more (already registered, or to be expected) Incidents. During the solving of a Problem the main cause will be identified and either removed or restored.

 

SLA Priority Reaction time Solution time
Problem 5x9 Normal 90% < 8 business hours 90% < 20 working
days

 

  1. Patch Management
    Based on this SLA, Cloudsitter is responsible for the updating and recording of security-related OS updates and the software included as standard.
  2. Reporting and Evaluation

Cloudsitter will report periodically on the availability of the service, complemented by reaction and solution times of submitted Requests, Incidents and Problems.

This SLA will periodically be tested and evaluated at the contracted party's location.