The metrics and responsibilities between the parties involved in cloud configurations are clearly defined, for example. B the specific reaction time to report or correct system errors. Goals for the level of availability of services. MODX Cloud makes reasonable efforts to achieve the service availability target of 99.99% network availability, except during planned service maintenance (“service commitment”). Regardless of the above, the customer recognizes that the Internet consists of thousands and thousands of standalone systems that are beyond the control of MODX Cloud. Routing anomalies, asymmetries, inconsistencies and Internet outages outside modX Cloud control can occur and are not considered network operating time failures of 99.99%. While the customer is free to monitor network operating time on its systems and other monitoring services, MODX Cloud proactively monitors the network`s operating time and the results of these monitoring systems must provide the sole and exclusive determination of network operating time. In accordance with the CLOUD SUPPORT POLITIC (see below), response goals mainly cover client websites with custom domains configured and the modx cloud dashboard. Some vendors even create notification workflows that indicate when a cloud-level agreement is about to break, so new negotiations can be launched based on size changes. When entering cloud-SLA negotiations, it is important to protect the company by clarifying opening hours. Good ALS protects both customers and suppliers from expectations. The service received by the customer as a result of the service provided is at the heart of the service level agreement.

ALS is a contract that describes the responsibilities that the supplier and the customer accept. Your cloud provider must inform you of what you are responsible for when you enter into the contract. It could be his own section or be scattered throughout the agreement, but he has to tell you what is expected of you. Make sure you whisper about the entire ALS to find out what your provider is managing as a customer and what you need to do. In the event of a disaster, your cloud provider should have a plan to avoid the total loss of your data. Cloud providers should have a section of ALS that details their recovery and backup solutions. Depending on the provider, you can provide automatic backups and snapshots of your data. If the user needs to set up backup and restoration systems, alS should set it. It may not explicitly specify how to activate them, but you should be aware whether you should activate it or not. In the event that MODX Cloud does not meet the above warranty (with the exception of service maintenance during the windows described in section 3D and downtime due to section 3 or 3f), MODX Cloud reimburses 5% of the customer`s monthly service charge for every 30 (30) minutes of network shutdown, which lives up to 100% of the monthly service charge for the services concerned (“SLA Credits”). If we do not reach and manage service levels for each service as described in this ALS, you may be eligible for credit on a portion of your monthly service charge.

We will not change the terms of your ALS for the initial duration of your subscription; However, if you extend your subscription, the current version of this ALS on the renewal date applies throughout the extension period.