This English version is provided for information purposes. In the event of any discrepancy, the French version prevails.
This Service Level Agreement (hereinafter the “SLA”) describes the services relating to the licence agreement for the use of Cloudbizz, a brand of Neoo Core SA. It is concluded between your company (hereinafter the “Client”) and Neoo Core SA (hereinafter the “Provider”). It supplements the general terms and conditions of sale.
Section 1 — General
1.1. Introduction
This SLA provides information on the services relating to the licence agreement for the use of Cloudbizz, a brand of Neoo Core SA. It is intended for the Client and the Provider.
1.2. Rights and obligations
The Provider expects the Client to make optimal use of the information made available to it through the knowledge base and other channels.
The Client may expect the Provider to supply a quality product that works properly in accordance with the agreements made. The Provider expands the information available and communicates any changes.
Cloudbizz is a flexible and user-friendly tool that offers many possibilities. The Provider does, however, impose the following:
- the Client has a right of use for the period for which that right was purchased; the product remains at all times the property of Neoo Core SA;
- the right of use is cancelled in the event of non-payment; the Provider informs the Client of this by registered letter;
- the data is stored in the data centres described in Section 2.
Section 2 — Data centres
The Provider has capacity, held in full ownership, in leading data centres in Belgium: Digital Realty (Interxion) BRU1 and BRU3, in Zaventem.
2.1. Power supply
The Provider provides a redundant power supply to the servers via two electrical circuits (A+B): if one circuit fails, the other immediately takes over.
2.2. Protection and monitoring
The data centres use advanced security systems to monitor the entire site 24 hours a day, 7 days a week. All activities are recorded and archived by means of a closed-circuit television (CCTV) system.
2.3. Smoke and fire detection
Detectors and gas extinguishing systems are distributed throughout the data centres. These systems extinguish a fire by displacing oxygen.
2.4. Active air conditioning
The data centres are cooled by redundant air-conditioning systems that apply the principle of cold aisle and hot aisle containment.
2.5. Network
The Provider relies on several suppliers that guarantee redundant network connectivity, designed to be optimally resilient to disruption. The Provider’s network infrastructure is designed and built by Cisco-certified engineers.
Section 3 — Service level packs
The “SLA Standard” is included in every contract between the Client and the Provider. The Client may at any time subscribe to one of the following SLA packs, at the applicable rate:
- SLA Basic
- SLA Pro
- SLA Premium
- SLA Disaster Recovery System (DRS)
| Service | SLA Standard | SLA DRS |
|---|---|---|
| Basic support | Included | Included |
| System support | Hourly rate | As agreed |
| Recovery time (critical incident) | Reasonable efforts | 4 hours |
| Basic monitoring | Included | As agreed |
| Basic backup | Included | Included |
3.1. Operating system support
Only operating systems installed by the Provider are supported. Support ends as soon as the operating system reaches end-of-life status.
3.2. Basic support
Depending on the pack chosen, Basic Support applies to all software and services installed by the Provider, for requests relating to domain names, the Domain Name System (DNS), email and the FTP protocol.
3.3. System support
Actions carried out by the Provider that do not fall under Basic Support are covered by System Support, in accordance with the service level pack chosen.
3.4. Advanced support
The Advanced Support rate applies to the time spent installing new software or applications; it is invoiced at the applicable rate.
3.5. Incidents
Failures of the data centre infrastructure, the network, the hardware and the server services purchased from the Provider are considered critical incidents.
3.6. Monitoring
Each server is connected to the Provider’s Basic Monitoring, which checks the services at the defined intervals.
3.7. Backup
The Client can access an on-site backup space, sized according to the volume chosen, accessible via the FTP protocol and only through the Provider’s network.
3.8. Firewall
Depending on the service level chosen, the servers may be connected to the Provider’s redundant firewall infrastructure.
3.9. Remote reboot
This function makes it possible to perform a “cold reboot” of the server: the power is cut for a few seconds in order to restart the server.
3.10. SSL VPN
An SSL VPN provides a secure gateway between the computer and the server through a dedicated web interface of the Provider.
3.11. KVM over IP
KVM (keyboard, video, mouse) over IP makes it possible to control the keyboard, screen and mouse of the Client’s server remotely via the Internet, including after a crash.
3.12. Patch management
Operating system security updates are deployed from a central update server, which enhances security.
3.13. Direct access to operations
The Client has direct access to the Provider’s senior support for incidents.
Section 4 — Availability
4.1. Measurement method
The Provider applies the following formula: availability = (maximum availability − unavailability) / maximum availability × 100%.
4.2. Data centre and network availability
The following operating levels are guaranteed:
- network availability: ≥ 99.5%;
- power supply availability: ≥ 99.98%;
- air-conditioning availability: ≥ 99.98%;
- fire detection availability: ≥ 99.98%;
- air humidity: 35 to 65%;
- temperature: 18 to 26 °C.
4.3. Hardware availability
The Provider repairs or replaces any equipment that prevents the server from operating optimally.
4.4. Bandwidth availability
The Provider ensures optimal access and throughput 24 hours a day, 7 days a week. The average bandwidth measured over a week never exceeds 45% of the available bandwidth.
4.5. Support availability
Support can be reached on +32 2 305 74 05 or by email at support@cloudbizz.com, during the hours set out in Article 10 of the general terms and conditions of sale.
Section 5 — Installation and delivery
5.1. Server delivery
In the basic configuration, the server is delivered within 48 working hours. In a customised configuration, it is delivered within a period of at least 10 working days from the order date.
5.2. Software installation
The Provider carries out a one-time configuration of the operating system on delivery. It may install additional software at the Client’s request, at the applicable rate.
Section 6 — Misuse of systems
6.1. Access to systems
The Provider may analyse the Client’s systems at any time, without prior consent, in the context of checks, maintenance operations or the installation of patches.
6.2. Reporting misuse
The Provider blocks access to the Client’s server if it receives a substantiated report of possible misuse committed by means of that server, in accordance with the acceptable use policy.
Section 7 — Compensation
This section concerns the compensation payable in the event of failure to meet the service levels. This compensation consists of a one-off reduction applied to the affected system.
| Target exceeded by | Reduction |
|---|---|
| 0 to 3 hours | 25% |
| 3 to 4 hours | 50% |
| 4 to 6 hours | 75% |
| More than 6 hours | 100% |
Any complaint relating to the service levels must be duly substantiated and sent within fifteen (15) days of the failure occurring, by registered letter addressed to the Provider’s registered office (Steenweg op Brussel 213, 1780 Wemmel), with a copy to accounting@cloudbizz.com.
This SLA is governed by Belgian law and subject to the exclusive jurisdiction of the courts of Brussels.