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Keystone
3.0

Availability SLO for Keystone

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The availability service level objective (SLO) targets 99.999% service availability per performance service level instance (PSLI) for unified and block-optimized storage, or per AFX storage controller. Details include how availability is measured, included storage types and performance service levels, and service credits if goals are not met.

Metrics

  • Monthly uptime percentage = [(number of eligible seconds in a month - number of seconds of service unavailability for a PSLI in that month) / number of eligible seconds in a month] x 100%

  • Service unavailability: The period during which data read or write operations are not serviced by a PSLI, as reported by the monitoring tool. It excludes time when STaaS services are unavailable due to planned maintenance, upgrades, or support activities agreed upon with NetApp, or due to circumstances outside NetApp's control or responsibility.

  • Eligible seconds: Seconds in a month that count toward the uptime calculation, excluding any period of service unavailability as defined above.

Service credits

Note SLAs and guarantees are available on a nomination basis.

If the availability of ONTAP flash storage arrays for eligible subscriptions falls below the 99.999% monthly uptime target within a billing period, then NetApp issues service credits as follows:

Monthly uptime (less than) Service credit

99.999%

5%

99.99%

10%

99.9%

25%

99.0%

50%

Service credit calculation

Service credits are determined using the following formula:

Service credits = (impacted capacity / total committed capacity) X capacity fees X credit percentage

Where:

  • impacted capacity: The amount of stored capacity affected.

  • total committed capacity: The committed capacity for the performance service level for the Keystone order.

  • capacity fees: The fees for the affected performance service level for the month.

  • credit percentage: The predetermined percentage for service credit.

Example

The following example shows the method of calculation for service credits:

  1. Calculate monthly uptime to determine the service credit percentage :

    • Eligible seconds in a 30-day month: 30 (days) X 24 (hours/day) X 60 (minutes/hour) X 60 (seconds/minute) = 2,592,000 seconds

    • Service unavailability in seconds: 95 seconds

      Using the formula:
      Monthly uptime percentage = [(2,592,000 - 95)/(2,592,000)] X 100

      Based on calculation, the monthly uptime is 99.996%, and the service credit percentage is 5%.

  2. Calculate service credits:

    Service level

    Impacted capacity

    Total committed capacity

    Capacity fees

    Credit percentage

    Extreme

    10 Tib for 95 seconds

    100 Tib

    $1000

    5%

    Using the formula:
    Service credits = ( 10 / 100 ) X 1000 x 0.05

    Based on calculation, the service credits is $5.

Service credit request

If a breach of the SLA is detected, open a priority 3 (P3) support ticket with NetApp Keystone support.

  • The following details are required:

    1. Keystone subscription number

    2. Volumes and storage controller details

    3. Site, time, date, and description of the issue

    4. Calculated time duration of latency detection

    5. Measurement tools and methods

    6. Any other applicable document

  • Provide the details in the Excel sheet as shown below for a P3 ticket opened with NetApp Keystone support.

    excel sheet template

Note

  • A service credit request should be initiated within six weeks after NetApp Keystone support has validated a breach. All service credits should be acknowledged and approved by NetApp.

  • Service credits might be applied to a future invoice. Service credits do not apply to expired Keystone subscriptions. To contact NetApp support and open the support case required for a service credit request, see Get help with Keystone.