Legal Agreements when hosting website services through TELUS services
Measure | Indicator | Standard | Service Level Objective |
Service Availability* | Time during which the applications are available for use. | 7 days by 24 hours | 99.7% averaged over a 30 day monthly period |
Service Performance Measure* | Web or FTP server response to an HTTP or FTP "get" request | Less than 1 sec response time from probes. | 99.7% averaged over a 30 day monthly period |
Service Maintenance | The time required to perform regular service maintenance activities | All maintenance activities will be scheduled during standard change windows. | Service Level Objective not applicable. 3 business days notice will be given for service-affecting maintenance that takes place within the Standard Service Maintenance Windows. Additional maintenance windows may be negotiated with customers and will require customer acceptance. Maintenance done outside the Standard or Additional Windows will be considered Emergency Maintenance. Disruptions to service resulting from Emergency Maintenance will not result in service credits. |
Service Repair Time* | The duration required to repair service from the time a service outage is detected or reported | Less than 4 hours. | 99.7% average of all repairs over a 30 day monthly period |
Online Support Centre* | The time during which the OSC is available for customer calls | 7 days by 24 hours – toll free number: 1-866-292-8144 | n/a |
Service Support* | Total elapsed time from problem identification to customer notification | Less than 30 minutes (excluding global outages) | n/a |
Routine/Scheduled Maintenance | No more than 2 maintenance events per year of 240 minutes per outage. Planned maintenance will occur between 2:00am - 6:00am EST. |
Advanced Notice of Routine/Scheduled Maintenance | 3 business days |
Non-Scheduled Maintenance | As required |