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Keystone

Availability SLA

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Availability SLA targets an uptime of 99.999% during a billing period for all NetApp ONTAP flash storage arrays deployed to deliver the Keystone order.

Note SLAs and guarantees are available on a nomination basis.

Metrics

  • Monthly uptime percentage = [(number of eligible seconds in a month - average of number of seconds of downtimes for all AFF storage arrays deployed to deliver the Keystone order in that month) / number of eligible seconds in a month] x 100%

  • Downtime: The period of time when both controllers in a pair within a storage array are not available, as determined by NetApp.

  • Eligible number of seconds: These are seconds in a month that count towards the uptime calculation. It does not include the time period when the STaaS services are not available because of planned maintenance, upgrades, support activities agreed upon with NetApp, or due to circumstances that are beyond control or responsibility of NetApp or Keystone services.

Service levels

All service levels that ONTAP flash storage arrays support are eligible for Availability SLA. To learn more, refer to Service levels in Keystone.

Service credits

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 service level for the Keystone order.

  • capacity fees: The fees for the affected 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

    • Downtime 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 will be 99.996%, and the service credit percentage will be 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 will be $5.

Service credit request

If a breach of the SLA is detected, open a priority 3 (P3) support ticket with Keystone Global Services and Support Center (GSSC).

  • 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 Keystone GSSC.

    excel sheet template

Note

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

  • Service credits may be applied to a future invoice. Service credits do not apply to expired Keystone subscriptions. To learn more, refer to NetApp Global Services Support Center.