Availability and Support SLAs
Availability SLA
Definitions
- Hydrolix Control means elements that are entirely under Hydrolix’s control and are not a consequence of customer and/or 3rd party hardware or software failures, connectivity issues or operator errors and are not a consequence of acts of god, war, natural disasters or terrorist actions.
3rd party systems that are not under Hydrolix Control include the cloud computing services procured by the customer and within which the Hydrolix services operate. - Degraded Performance means the Hydrolix services are unresponsive or producing error condition(s) that meet all of the following conditions:
- The degraded performance symptom(s) is observable or reproducible by customer or Hydrolix.
- The degraded performance symptom(s) is preventing the customer from utilizing the Hydrolix service for its intended and documented purpose.
- The degraded performance is caused by issues under Hydrolix Control.
- Scheduled maintenance windows do not qualify as Degraded Performance.
Availability Invoice Credits
Hydrolix customers who experience a documented period of Degraded Performance shall be entitled to Invoice Credits according to the following table.
| Period of Degraded Performance | Monthly Availability Percent | Monthly Credit Percent |
|---|---|---|
| Up to 4.32 minutes | 99.99% or higher | 1% |
| Up to 43.8 minutes | 99.90% or higher | 5% |
| Up to 7.2 hours | 99.00% or higher | 10% |
| Up to 14.4 hours | 98% or higher | 25% |
| More than 14.4 hours | Less than 98% | 50% |
Invoice Credits Details
- Invoice Credits accrue on a monthly basis.
- Credit Amount for a month is equal to the Monthly Credit Percent multiplied by that month’s invoice for the Hydrolix service(s) that experienced Degraded Performance.
- Credit invoices cannot exceed the invoice amount for the month the Degraded Performance occurred.
Invoice Credit Requirements
- A support ticket must be opened with Hydrolix to report the period of Degraded Performance. The support ticket must contain sufficient documentation to support the definition of Degraded Performance given in this SLA and sufficient details to enable the period of Degraded Performance to be calculated.
- Customers must request Invoice Credits within 30 days of the period of Degraded Performance.
- Invoice Credits will be applied to customer invoice no later than two months following the month an Invoice Credit was incurred.
- A pending credit does not release a customer from its obligation to pay Hydrolix invoices in full when due.
Additional Services
The following additional service is available to Hydrolix for AWS customers.
Professional Services
Professional services can be purchased from Hydrolix via the marketplace to help Hydrolix customers with a variety of customizations, including customization of the standard Hydrolix dashboards, support of custom ingest methods, and integrations with third-party database management and/or visualization tools.
The Hydrolix AWS Marketplace page has the current rates for purchasing professional services.
Support
Self-Service Support Resources
Hydrolix for AWS documentation can be found at Hydrolix for AWS .
Support Levels
The following levels of Hydrolix support are available for Hydrolix for AWS customers.
| Hydrolix Support Level | Monthly Price | Includes |
|---|---|---|
| Standard | Included with Hydrolix for AWS | Standard SLAs (see below) |
| Premium | $2,500 | Improved SLAs (see below) |
| Enterprise | $5,000 + 10% of average monthly spend | Best SLAs (see below) + Account Manager + Chat channel |
Accessing Support
Hydrolix support can be accessed by emailing : [email protected]
Support Levels and SLA
The table below defines the service level agreements (SLAs) for the levels of support offered by Hydrolix.
| Severity | Definition | Standard | Premium | Enterprise | |
|---|---|---|---|---|---|
| 1 (Critical) | Severe functionality loss, data loss or System is Down. Key business functions cannot be performed. A problem is deemed Critical when no acceptable alternative solution (e.g. workaround) is available. For all S1 cases please call our support number.* |
Availability | Business Days | 24/7 x 365 | 24/7 x 365 |
| Response Time | 8 Hours | 2 Hours | 30 Mins | ||
| Update Time | Weekly | Daily | 1 Hour | ||
| 2 (High) | A feature or function is failing, limiting the ability to utilize the Hydrolix Service. Hydrolix service is disabled or not working as documented. Serious problems are demonstrable. Severity 2 issues are not “critical” and a reliable alternative method exists. For all S2 cases please call our support number.* | Availability | Business Days | Business Days | 24/7 x 365 |
| Response Time | 2 Business Days | 4 Hours | 1 Hour | ||
| Update Time | None | Weekly | 4 Hours | ||
| 3 (Normal) | Any other case where a feature or function of Hydrolix is not working as documented. Any case where a non-serious feature or function within the Hydrolix system is not operating or has become unstable. | Availability | Business Days | Business Days | Business Days |
| Response Time | None | 2 Business Days | 1 Business Day | ||
| Update Time | None | None | 1 Business Day | ||
| 4 (Low) | Service Request Billing information, Feature requests, and ‘How-To’ questions. | Availability | Business Days | Business Days | Business Days |
| Response Time | None | 2 Business Days | 1 Business Day | ||
| Update Time | None | None | None |
* Hydrolix support number will be provided upon completion of purchase.
SLA Definitions:
- Business Days are defined as any day, except Saturday, Sunday and any public holidays that are observed by Hydrolix, between the hours of 08:00-17:00 local time of the customer creating the support ticket.
- Severity 1 and 2 tickets must be accompanied by a phone call to the Hydrolix support number for SLA to apply.
Updated about 1 month ago