Elastic SSO Service Level Agreement

99.9999% Network Uptime

9STAR guarantees that its cloud identity provider infrastructure will be available 99.9999% of the time in a given month, excluding scheduled maintenance. Network uptime includes functioning of all network infrastructure elements including routers, switches, firewalls, domain name servers, intrusion detection devices and cabling.

9STAR Guarantee: Upon experiencing downtime, 9STAR will provide Service Credits to the Customer.

Power and HVAC Infrastructure

9STAR guarantees that the critical cloud identity provider infrastructure systems will be available 99.9999% of the time in a given month, excluding scheduled maintenance. Critical infrastructure includes functioning of all power and HVAC infrastructure including UPSs, PDUs and cabling, but does not include the power supplies on customers’ servers.

9STAR Guarantee: Upon experiencing downtime, 9STAR will provide Service Credits to the customer.

Cloud Identity Provider Servers

9STAR guarantees the functioning of all hardware and software components and will replace any failed component at no cost to the customer. Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the server. This guarantee excludes the time required to rebuild a RAID array and the reload of certain operating systems and applications. Hardware replacement is guaranteed to be complete within three (3) hours of problem identification.

9STAR guarantees that the cloud Identity Provider SSO server instances will be available 99.9999% of the time in a given month, excluding scheduled maintenance.

9STAR Guarantee: In the event that it takes more than three (3) hours to replace faulty hardware, 9STAR will provide Service Credits to the customer.

9STAR Guarantee: In the event that it takes more than three (3) hours to replace or reload a faulty identity provider server instance, 9STAR will provide Service Credits to the customer.

Service Credit Requests

If 9STAR fails to provide the network uptime as outlined in this SLA then the Customer will be eligible to receive Service Credits. Service Credits are available in the form of additional equivalent hours added to the TERM at no additional charge.

In order to receive any of the Service Credits described above, Customer must notify the Company within thirty days from the time Customer becomes eligible to receive a Service Credit. Failure to comply with this requirement will forfeit Customer’s right to receive a Service Credit.

To receive any SLA Service credit, customers must contact their elastic sso solution specialist.

For further information, please do not hesitate to contact us at sales@9starinc.com.