Skip to main content
Keystone

Performance SLA

Contributors netapp-shwetav
PDFs

NetApp Keystone offers latency-based SLA per service level, as described in the Keystone order for consumed capacity up to the burst limit, according to the following listed terms and conditions.

Note SLAs and guarantees are available on a nomination basis.

Metrics

  • Degraded performance: The amount of time, in minutes, per incident, during which the 90th percentile latency target is not met.

  • The 90th percentile latency is measured per volume, per performance level, for all volumes within a Keystone Order. Latency is sampled every five minutes, and the 90th percentile value calculated over a 24-hour period is used as the daily measure, considering the following points:

    • The volumes that record at least five IOPS at the time of metrics collection are considered for a sample.

    • Volumes with greater than 30% write operations at the time of metrics collection are excluded from the sample.

    • Latency added by AQoS for requested IOPS/TiB that is greater than target IOPS/TiB are excluded from the sample.

    • Latency added by AQoS to maintain minimum IOPS per volume are excluded from the sample.

    • For volumes that have FabricPool enabled, the latency incurred due to the transfer of data to and from the target (cold) storage is not counted.

    • Latency caused by the application, host, or customer network outside of the ONTAP cluster is not counted.

    • When using the advanced data protection add-on service, the target latency includes only IO operations to and from the local storage array.

    • During a 24-hour period, at least ten valid metrics should be available. If not, the metrics will be discarded.

    • If one or more volumes on a storage array do not have a valid AQoS policy applied, then number of IOPS available to other volumes may be affected, and NetApp will not be responsible for targeting or meeting performance levels on that storage array.

    • In FabricPool configurations, performance levels are applicable when all requested data blocks are on FabricPool source (hot) storage and the source storage is not in a SnapMirror Synchronous relationship.

Service levels

All service levels that ONTAP flash storage arrays support are eligible for Performance SLA and guarantee meeting the following target latency:

Service level

Extreme

Premium

Performance

Standard

Target 90th percentile latency

<1ms

<2ms

<4ms

<4ms

To learn more about the latency requirements of the service levels, refer to Service Levels in Keystone.

Service credits

NetApp issues service credits for the degraded performance:

Performance threshold

Service credit

90th percentile latency > target latency

3% for each calendar day of occurrence

Service credit calculation

Service credits are determined using the following formula:

Service credits = (impacted capacity / total committed capacity) X capacity fees X affected days 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 performance level as per the Keystone order.

  • affected days: The number of calendar days impacted.

  • credit percentage: The predetermined percentage for service credit.

Example

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

Service level

Impacted capacity

Total committed capacity

Capacity fees

Affected calender days

Credit percentage

Extreme

10 Tib

50 Tib

$1000

2

3%

Using the formula:
Service credits = ( 10 / 50 ) X 1000 x 2 x 0.03

Based on calculation, the service credits will be $12.

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.