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Service Level Agreements
SERVICE LEVELS
GPU-Enabled Virtual Machine SLA (“VM SLA”)
During the applicable Order Term, the Covered Service will provide a Monthly Uptime Percentage to Customer as follows (the “VM SLO”):
If Voltage Park does not meet the VM SLO, and if Customer meets its obligations under this VM SLA, Customer will be eligible to receive the Financial Credits described in this VM SLA. Monthly Uptime Percentage and Financial Credit are determined on a calendar month basis per GPU-enabled virtual machine. This VM SLA states Customer’s sole and exclusive remedy for any failure by Voltage Park to meet the VM SLO.
Financial Credit is calculated as follows:
* For purposes of the above table, “Percentage” refers to the percentage of a monthly bill for a Covered Service that failed to meet the VM SLO that will be credited to Customer’s future monthly bills.
Customer Obligations. In order to receive any of the Financial Credits described above, Customer must notify Voltage Park within 30 days from the time Customer becomes eligible to receive a Financial Credit. Customer must also provide Voltage Park with log files or monitoring data showing loss of connectivity and the date and time those errors occurred. If Customer does not comply with these requirements, Customer will forfeit its right to receive a Financial Credit.
Maximum Financial Credit. The aggregate maximum number of Financial Credits to be issued by Voltage Park to Customer for any and all Downtime Periods that occur in a single billing month will not exceed the amount due by Customer for the respective Covered Services that did not meet the VM SLO for the applicable month. Financial Credits will be made in the form of a monetary credit applied to future use of the Service and will be applied within 60 days after the Financial Credit was requested.
Exclusions. This VM SLA does not apply to any: (i) features designated pre-general availability, (ii) features explicitly excluded from this VM SLA according to their terms, (iii) downtime caused by in-advance communicated maintenance, or (iv) errors: (1) caused by factors outside of Voltage Park’s reasonable control; (2) that resulted from Customer’s software or hardware or third-party software or hardware, or both; or (3) that resulted from abuses or other behaviors that violate the Agreement.
- Definitions. The following definitions apply to this VM SLA:
- “Covered Service” means a single GPU-enabled virtual machine;
- “Downtime” means unavailability of the Covered Service (e.g., due to loss of internal or external network connectivity or hardware failure);
- “Downtime Period” means one or more consecutive minutes of Downtime. Partial minutes or non-consecutive Downtime for a period of less than one minute will not count towards any Downtime Periods. Downtime Period is measured from the time Voltage Park is notified about the failure by Customer to the time a new machine is made available to provide the Covered Service to Customer; and
- “Monthly Uptime Percentage” means the total number of minutes in a month, minus the number of minutes of Downtime that occurred during all Downtime Periods in a month, divided by the total number of minutes in a month.
- “Covered Service” means a single GPU-enabled virtual machine;
Node SLA (“Node SLA”)
During the applicable Order Term, the Covered Service will provide a Monthly Uptime Percentage to Customer as follows (the “Node SLO”):
If Voltage Park does not meet the Node SLO, and if Customer meets its obligations under this Node SLA, Customer will be eligible to receive the Financial Credits described in this Node SLA. Monthly Uptime Percentage and Financial Credit are determined on a calendar month basis per GPU-enabled virtual machine. This Node SLA states Customer’s sole and exclusive remedy for any failure by Voltage Park to meet the Node SLO.
Financial Credit is calculated as follows:
** For purposes of the above table, “Percentage” refers to the percentage of a monthly bill for a Covered Service that failed to meet the Node SLO that will be credited to Customer’s future monthly bills.
Customer Obligations. In order to receive any of the Financial Credits described above, Customer must notify Voltage Park within 30 days from the time Customer becomes eligible to receive a Financial Credit. Customer must also provide Voltage Park with log files or monitoring data showing loss of connectivity and the date and time those errors occurred. If Customer does not comply with these requirements, Customer will forfeit its right to receive a Financial Credit.
Maximum Financial Credit. The aggregate maximum number of Financial Credits to be issued by Voltage Park to Customer for any and all Downtime Periods that occur in a single billing month will not exceed the amount due by Customer for the respective Covered Services that did not meet the Node SLO for the applicable month. Financial Credits will be made in the form of a monetary credit applied to future use of the Service and will be applied within 60 days after the Financial Credit was requested.
Exclusions. This Node SLA does not apply to any: (i) features designated pre-general availability, (ii) features explicitly excluded from this Node SLA according to their terms, (iii) downtime caused by in-advance communicated maintenance, or (iv) errors: (1) caused by factors outside of Voltage Park’s reasonable control; (2) that resulted from Customer’s software or hardware or third-party software or hardware, or both; or (3) that resulted from abuses or other behaviors that violate the Agreement.
- Definitions. The following definitions apply to this Node SLA:
- “Covered Service” means a single node;
- “Downtime” means unavailability of the Covered Service (e.g., due to loss of internal or external network connectivity or hardware failure);
- “Downtime Period” means one or more consecutive minutes of Downtime. Partial minutes or non-consecutive Downtime for a period of less than one minute will not count towards any Downtime Periods. Downtime Period is measured from the time Voltage Park is notified about the failure by Customer to the time a new machine is made available to provide the Covered Service to Customer; and
- “Monthly Uptime Percentage” means the total number of minutes in a month, minus the number of minutes of Downtime that occurred during all Downtime Periods in a month, divided by the total number of minutes in a month.
- “Covered Service” means a single node;
