As a managed services provider, our clients depend on us to keep their business running which means they count on our cloud to be available when they need it. No doubt, cloud outages are painful not only to them but also to us. Having servers go offline even for short periods can be costly which is why we are vigilant in ensuring maximum uptime.
MIS has a 99% guaranteed uptime for our Greenlight Cloud clients. Uptime is simply a measure of how many hours per month our private cloud is up and accessible to our clients. Conversely, downtime is the amount of time the Greenlight Cloud is not available. Educating our clients on what is acceptable downtime, how it is calculated and what is excluded will help keep things in perspective when rare, unexpected cloud outages occur.
It is important to note that MIS’s Service Level Agreement is based on access to the cloud desktop and does not apply to clients’ third-party applications. For example, if a client cannot open Sage or Windows doesn’t boot, then these would not be included.
How is Uptime Calculated?
As spelled out in our SLA, cloud availability is based on 24 hours a day and seven days a week over a given 30-day period. (24 x 30 = 720 total hours) To calculate the uptime, simple divide the number of hours the cloud was down by 720. For example, if the cloud was down for 30 minutes during a 30-day period, you would divide .5 by 720 for a total downtime 0.00069. You would then subtract that number from 100 for a total of total uptime of 99.999.
What are Exceptions to MIS’s Uptime Guarantee?
- Circumstances beyond MIS Solution’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;
- Failure of access circuits to the MIS Solution’s cloud, unless such failure is caused solely by MIS Solutions;
- Scheduled maintenance and emergency maintenance and upgrades;
- DNS issues outside the direct control of MIS Solutions;
- issues with FTP, POP, IMAP, or SMTP customer access;
- False SLA breaches reported as a result of outages or errors of any MIS Solutions measurement system; customer’s acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, Ruby, PHP, Python etc.), any negligence, willful misconduct, or use of the Services in breach of MIS Solution’s Terms and Conditions and Acceptable Use Policy;
- E-mail or webmail delivery and transmission;
- DNS (Domain Name Server) Propagation;
- Outages elsewhere on the Internet that hinder access to your account
If you have questions or concerns, please contact your client account manager.