Libraesva Cloud Service Level Agreement
Read carefully our Cloud Service SLA.
Effective Date
The SLA comes into effect on the date of the activation of the Software License and of the Cloud Service.
It ends on the termination date of License and Cloud Service.
Purpose
This Service Level Agreement (SLA) outlines the expected levels of service quality, availability, and performance that Libraesva will provide for its Cloud Hosted Services. The purpose of this agreement is to ensure transparency and clear expectations regarding the services provided.
Scope
The Libraesva Cloud Service includes the hosting of the products Libraesva ESG and Libraesva Email Archiver.
Service Level Objectives (SLOs)
Availability: Libraesva will ensure that the Cloud Services are available to Customers at least 99.95% of the time during a given month for a single hosted instance of the product. The SLA of a geographical cluster composed of two product instances hosted in two different Libraesva datacenters will therefore be 99.9975%.
- Uptime Goal: 99.95% for a single product instance
- Uptime Goal: 99.9975% for a geographically distributed cluster composed of two product instances
Maintenance Windows: Libraesva will provide at least 8 hours' notice before performing any scheduled maintenance on the Cloud Services.
For purposes of calculating the Availability SLO, the following will not be considered downtime:
- Scheduled maintenance as described above
- Planned upgrades or patches
- Events outside of Libraesva's control, including but not limited to: network failures or outages caused by third-party internet service providers (for example: internet routing issues); natural disasters; actions taken by government agencies or regulatory bodies
Recovery Time Objective (RTO)
In the event of a service outage or disruption, Libraesva aims to restore the affected services within 2 hours for high-priority incidents and within 4 hours for standard-priority incidents.
The following events will not be considered for purposes of calculating the Recovery Time Objective (RTO):
- Scheduled maintenance as described above
- Planned upgrades or patches
- Events outside of Libraesva's control, including but not limited to: network failures or outages caused by third-party internet service providers (for example: internet routing issues); natural disasters; actions taken by government agencies or regulatory bodies
Recovery Point Objective (RPO)
Libraesva will ensure that all data is backed up in accordance with industry best practices. In the event of a data loss or corruption, the theoretical maximum RPO will be up to 24 hours considering that system backups are performed on a daily basis. It must be taken into account that:
- Libraesva ESG delivers emails with a typical delay of a few seconds and this is the typical RPO for emails that are deemed to be delivered.
- Libraesva ESG usually does not deliver unwanted emails but stores them in the quarantine, therefore the RPO of up to 24 hours applies almost exclusively to unwanted emails.
- Libraesva Email Archivers finalize encrypted email archives every few megabytes of received emails, once these archives are finalized they are stored in redundant external object storage services. While the theoretical RPO for emails belonging to encrypted archives yet to be finalized is 24 hours, the real RPO is much lower. Moreover, the archiver is capable of recovering such emails from the mailserver unless they have also been deleted from the mailserver.
Service Credits
In the event that Libraesva fails to meet any of the SLOs outlined above, Customers may be eligible to receive service credits as follows:
- For every 15 minutes slot fo downtime exceeding the first 15 minutes, the Customer shall receive a credit equal to one day of their charges for the affected Service.
Termination and Escalation Procedures
If a service issue cannot be resolved within the agreed-upon RTO or RPO, the Customer may terminate the services without penalty. The Customer must notify Libraesva in writing before terminating any services within ten days from the start of the service issue.
Amendments
Libraesva reserves the right to modify or replace this SLA several times during the Contract term and at any time. Changes made to the SLA or the new SLA – replacing the previous one – come into force with a minimum notice of seven days, always indefinitely or until the next modification or replacement, from the date of their communication by e-mail sent to the e-mail address indicated in the license. In this case, however, the Customer may terminate the services without penalty. The Customer must notify Libraesva in writing before terminating any services within thirty days from the communication of the modification and/or replacement of the SLA.
Acceptance
By using or accessing the Libraesva Cloud Services, Customers acknowledge that they have read, understand, and agree to be bound by the terms and conditions outlined in this SLA.
The authoritative version of this document is published at libraesva.com.