App Server customers will have connectivity between the App Server and our Internet gateway. App Servers will maintain a “Monthly Availability” of 99.5% during a billing month. “Monthly Availability Percentage” for a specific customer App Server is the ratio of the time the App Server was available to customer to the total time in the billing month. Availability is always calculated for a full billing month. An interval is marked as unavailable if the customer’s attempts to connect to an App Server is rejected by the Internet gateway.
View full App Server Service Level Policy (SLP)
Database Server customers will have connectivity between the database and our Internet gateway. Database Servers will maintain a “Monthly Availability” of 99.5% during a billing month. “Monthly Availability Percentage” for a specific customer database is the ratio of the time the database was available to customer to the total time in the billing month. Availability is always calculated for a full billing month. An interval is marked as unavailable if the customer’s attempts to connect to a database are rejected by the Database gateway.
View full Database Server Service Level Policy (SLP)
Rightworks will respond to all trouble incidents submitted via the Support System from Customer within the time specified in the Cloud Services Order Form. The Support System will maintain logs tracking trouble incidents and responses with sufficient detail to determine nature and origin of the incident and nature and result of Rightworks follow-up. Customer will have access to review trouble incidents via the Support System.