Cloud-IAM Service Level Agreement
This Service Level Agreement between Cloud-IAM and the customer outlines the level of service, the process by which the customer can request technical support or submit a claim for not meeting the service level, and request credit for the period the service level was not met.
Service commitment
Cloud-IAM is committed to delivering a robust and fault-tolerant service, incorporating automatic recovery mechanisms in the event of system failures. We prioritize the security and reliability of our service. Technical support is available for users requiring assistance with system access. Additionally, non-technical support is offered for matters related to billing, credits resulting from outages, and business concerns.
For detailed information about our service commitment, including the scope of services, responsibilities of both parties, and any exclusions, please refer to the comprehensive documentation provided in the SLA, Terms of Service, and RACI documents available on demand. These documents outline the specific details of our commitment, ensuring transparency and clarity regarding the Cloud-IAM service.
Uptime
Uptime is calculated by dividing the total time the services are operational in a given month by the total time, including both operational and non-operational periods (uptime plus downtime) for that month. The resulting percentage is a key metric used to measure the reliability and performance of the services on a monthly basis.
The determination of uptime is contingent upon the support level chosen by the Client. For specific details and corresponding uptime commitments associated with each support level, please refer to the table outlined below, titled "Uptime Service Level Agreement by Support Level."
Uptime Service Level Agreement by Support Level - Cloud-IAM
Incident
Response time
Incident Response Time is defined as the duration between the formal reporting of an incident by the user, either via email to [email protected] or through the ticket center inside the Cloud-IAM App, and the acknowledgment of the incident by the Cloud-IAM support team through a response to the email or ticket.
*business days
Resolution time
Resolution Time refers to the targeted time frame established for the resolution of reported incidents. It is the maximum allowable time within which the Cloud-IAM team aims to address and resolve incidents based on their severity level.
*business days
Recovery Point Objective (RPO)
The Recovery Point Objective (RPO) is contingent upon the last backup. Daily backups of each database are performed at least on a daily basis, ensuring an RPO of a maximum of 24 hours.
For clients on the Max and Premium support levels, upon request, the frequency of these backups can be adjusted, potentially incurring an additional cost. For detailed information regarding RPO options and associated costs, please contact our team.
Trigger the on-call team
The "Trigger On-call team" feature from your Cloud-IAM organization, is only available if you subscribe to the Max or Premium support level. You gain access to this feature for reaching out to us at any time, for Critical Incident support. This feature is available through the Cloud-IAM dashboard.
According to our Terms & services, any non-critical incident reported and characterized as a Medium Incident or Low/Routine Incident may result in a €200 overcharge.
In case of an outage
In the unlikely event that Cloud-IAM fails to meet the above-mentioned uptime commitment, Cloud-IAM shall offer service credits as compensation to the customer.
The service credits (SC) will be calculated in accordance with the following formula:
SC = Y / 12 x 50 %
- SC represents the service credit.
- Y represents the yearly subscription cost of the Customer as specified in the Order Form.
How to claim a SLA credit
A request for an SLA credit must be submitted in writing, within 30 days from the outage to which they refer, via email to [email protected]
Payment of compensation
The compensation will be in the form of Cloud-IAM usage credits and may not be exchanged for cash or other forms of payment.
All outage periods and compensation are calculated by Cloud-IAM and are based on the plan that the customer is using. Once we’ve verified the outage, we’ll issue an SLA payment as a credit to be used against your invoice for the following billing cycle.
Exclusions to the uptime guarantee
Cloud-IAM does everything within our capacity to maintain the availability of your service. However, there are certain events for which we cannot be held accountable, and as such, they are excluded from our Service Level Agreement (SLA). The following events will be exempt from Cloud-IAM's availability guarantee:
Scheduled Interruptions or Network/Hardware/Software Maintenance:
Any planned interruptions for maintenance purposes, whether for network or hardware enhancements, fall outside the scope of our availability commitment.
Customer-Triggered Redeployment:
Events initiated by the customer, such as custom extension updates or Keycloak version upgrades, leading to service interruption.
Load Caused by Client Queries or Usage:
This includes, but is not limited to, issues arising from inaccurate installations, software configurations, or excessive usage of resources.
Failures or Termination by Cloud Providers:
Instances where cloud providers, utilized by Cloud-IAM to deliver the service, experience failures or terminate the instance.
Hostile or Abusive Actions by Third Parties:
Failures resulting from malicious actions by third parties, such as denial-of-service attacks, that violate the Agreement.
Technology Failures on the Customer's Side:
Instances where the system is unavailable due to customer network failures, hardware, software, or third-party equipment.
Routing or Other Faults in Intermediary or External Networks:
Errors caused by intermediary or external networks affecting the service's availability.
Errors Outside Cloud-IAM’s Reasonable Control:
Any errors resulting from factors beyond Cloud-IAM's reasonable control.
Features or Services Designated Alpha or Beta or Deprecated:
Services or features marked as Alpha, Beta, or deprecated are excluded from the SLA.
Keycloak version not supported by Cloud-IAM:
Old versions of Keycloak deprecated on this following list, are excluded from the SLA.
Definitions
Response time
Incident Response Time is defined as the duration between the formal reporting of an incident by the user, either via email to [email protected] or through the ticket center inside the Cloud-IAM App, and the acknowledgment of the incident by the Cloud-IAM support team through a response to the email or ticket.
Resolution time
Resolution Time refers to the targeted time frame established for the resolution of reported incidents. It is the maximum allowable time within which the Cloud-IAM team aims to address and resolve incidents based on their severity level.
Outage
An Outage typically refers to a period during which a service, system, or network experiences a disruption or failure, rendering it unavailable or non-functional. During an outage, users may be unable to access the services or resources the system normally provides. Outages can be caused by various factors, including technical issues, hardware failures, software bugs, cyberattacks, or other unforeseen events that interrupt the normal operation of a service or system.
Recovery Point Objective (RPO)
Recovery Point Objective (RPO) is a critical metric that denotes the maximum tolerable timeframe within which data can be lost or unrecoverable in the event of an incident. For our services, the RPO depends on the last backup, representing the point in time to which data can be restored.
Trigger On-call Team
The "Trigger On-call Team" is a Cloud-IAM feature provided exclusively to subscribers of the Max and Premium support level. It enables users to initiate immediate contact with our on-call support team through the Cloud-IAM dashboard, ensuring prompt and specialized assistance in the event of Critical Incidents.
Severity levels
Uptime
Uptime refers to the percentage of time during each calendar month in which the services provided by Cloud-IAM are operational and available for use by the Client and Customer Users through their Keycloak deployment. Operational periods include times when the services are functional. Cloud-IAM measures uptime based on the availability of the login functionality, which is a critical component of our service. Uptime is defined as the percentage of time during which the service's login feature is fully operational and accessible to users without undue delay or error.
This comprehensive understanding of operational and non-operational periods ensures transparency in evaluating the overall service availability and performance.
