Service-level agreements #2452
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Service-level agreements #2452
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eickler
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Airdroplet,
mgrumann,
kgol-c8y,
sarangovindarajan,
scmi-c8y,
pink-mongoose,
BeateRixen and
MWindel
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MWindel
reviewed
Sep 18, 2024
content/change-logs/platform-services/cumulocity-undefined-Platform-SLA.md
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mgrumann
approved these changes
Sep 20, 2024
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Note to myself: Provide a stable alias URL like /platform-sla that can be kept if the document is moved around. |
neuerburg
reviewed
Sep 30, 2024
neuerburg
reviewed
Sep 30, 2024
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Note: I have added the credit commitment that is part of our contracts here. |
BeateRixen
reviewed
Oct 8, 2024
BeateRixen
reviewed
Oct 8, 2024
eickler
requested review from
iiar-c8y,
martin-c8y and
saran-govindarajan
as code owners
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Note: This has to be still consolidated with #2524, so the content will be moved into the section defined there. |
Co-authored-by: Beate Rixen <[email protected]>
Co-authored-by: Beate Rixen <[email protected]>
Co-authored-by: Beate Rixen <[email protected]>
Co-authored-by: Jelle Dijkstra <[email protected]>
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@jellecumulocity I have applied your changes. Btw. I wasn't 100% sure about the reporting part. The original version has four different phrases for the reporting ("as agreed", "daily or as agreed", "daily unless agreed on case-by-case basis" and "as agreed on case-by-case basis"). Not sure what you practically distinguish. Also, I can guess the differences between the phrases, but it's not totally clear. If you have an opinion ... |
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A few notes and questions to the release policy documentation:
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@tsschuel @RumySAG Find a customer version of the release policy/release process at https://cumulocity-iot-c8y-docs-build-pr-2452.surge.sh/service-terms/releases/ for review. |
BeateRixen
reviewed
Nov 8, 2024
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| title: Service Quotas | |||
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| title: Service Quotas | |
| title: Service quotas |
| - /concepts/limits/ | ||
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| Your {{< product-c8y-iot >}} service includes so-called ``quotas``. These quotas ensure that the service operates within the guarantees of the {{< product-c8y-iot >}} service-level agreements. |
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| Your {{< product-c8y-iot >}} service includes so-called ``quotas``. These quotas ensure that the service operates within the guarantees of the {{< product-c8y-iot >}} service-level agreements. | |
| Your {{< product-c8y-iot >}} service includes so-called **quotas**. These quotas ensure that the service operates within the guarantees of the {{< product-c8y-iot >}} service-level agreements. |
| * **Soft**: Services are guaranteed to operate within the specified service-level agreements as long as the quotas are not exceeded; however, exceeding the quotas may result in a degraded user experience and no assurance of meeting the service-level agreements. | ||
| <!-- * **Configurable**: Services enforce this quota, but a change of the quota may be requested through technical support. A change in the quota may impact the service price.--> | ||
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| The quotas listed here reflect the maximum values for the cloud subscriptions unless indicated otherwise. If you're unsure whether a specific cloud service quota is sufficient for your use case, we recommend reaching out to your sales contact to discuss your needs and explore potential options. Some quotas may be adjustable through professional services, depending on the system dimensioning and your specific requirements. For edge deployments, please consult the [{{< product-c8y-iot >}} Edge documentation](/edge). |
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| The quotas listed here reflect the maximum values for the cloud subscriptions unless indicated otherwise. If you're unsure whether a specific cloud service quota is sufficient for your use case, we recommend reaching out to your sales contact to discuss your needs and explore potential options. Some quotas may be adjustable through professional services, depending on the system dimensioning and your specific requirements. For edge deployments, please consult the [{{< product-c8y-iot >}} Edge documentation](/edge). | |
| The quotas listed here reflect the maximum values for the cloud subscriptions unless indicated otherwise. If you're unsure whether a specific cloud service quota is sufficient for your use case, we recommend reaching out to your sales contact to discuss your needs and explore potential options. Some quotas may be adjustable through professional services, depending on the system dimensioning and your specific requirements. For Edge deployments, consult the [{{< product-c8y-iot >}} Edge documentation](/edge). |
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| <h3 style="margin-top: -1em; padding-top: 0">for Microservices hosting on the {{< product-c8y-iot >}} Microservices platform</h3> | ||
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| **This Agreement** is made between {{< company-c8y >}} ("Provider") and the Customer ("Customer") who utilizes {{< product-c8y-iot >}} Microservices ("Service", “Container-as-a-Service") for deploying Customer Microservices ("Microservices") on {{< product-c8y-iot >}} cloud instances. |
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| **This Agreement** is made between {{< company-c8y >}} ("Provider") and the Customer ("Customer") who utilizes {{< product-c8y-iot >}} Microservices ("Service", “Container-as-a-Service") for deploying Customer Microservices ("Microservices") on {{< product-c8y-iot >}} cloud instances. | |
| This agreement is made between {{< company-c8y >}} ("Provider") and the Customer ("Customer") who utilizes {{< product-c8y-iot >}} Microservices ("Service", “Container-as-a-Service") for deploying Customer Microservices ("Microservices") on {{< product-c8y-iot >}} cloud instances. |
| - /platform-sla/ | ||
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| **This Agreement** is made between {{< company-c8y >}} ("Provider") and the Customer ("Customer") who utilizes {{< product-c8y-iot >}} Platform ("Service") for managing Internet of Things ("IoT") devices ("IoT devices", "devices") on Provider's cloud instances ("software-as-a-service", "SaaS"). |
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| **This Agreement** is made between {{< company-c8y >}} ("Provider") and the Customer ("Customer") who utilizes {{< product-c8y-iot >}} Platform ("Service") for managing Internet of Things ("IoT") devices ("IoT devices", "devices") on Provider's cloud instances ("software-as-a-service", "SaaS"). | |
| This agreement is made between {{< company-c8y >}} ("Provider") and the Customer ("Customer") who utilizes {{< product-c8y-iot >}} Platform ("Service") for managing Internet of Things ("IoT") devices ("IoT devices", "devices") on Provider's cloud instances ("software-as-a-service", "SaaS"). |
| * **Hard quotas:** Customer acknowledges the existence of hard quotas as detailed in the {{< product-c8y-iot >}} documentation [here](/concepts/limits/). These quotas define maximum thresholds that the platform can support and are essential for maintaining overall system stability. | ||
| * **Shared environment considerations:** Customers not utilizing {{< product-c8y-iot >}} Dedicated plans should be aware that their tenant is hosted within a shared environment. As a result, response times may occasionally vary due to shared resource usage, and Customer acknowledges such variations. Furthermore, infrastructure-level information such as HTTP or MQTT access logs cannot be shared with Customer. | ||
| * **Data retention and storage costs:** Customer acknowledges that reducing data retention periods does not immediately lead to the reclamation of storage space or a reduction in storage costs due to technical processing requirements. | ||
| * **Distributed IoT system:** Customer acknowledges that IoT systems, by nature, are distributed and Internet-based: |
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| * **Distributed IoT system:** Customer acknowledges that IoT systems, by nature, are distributed and Internet-based: | |
| * **Distributed IoT system:** Customer acknowledges that IoT systems, by nature, are distributed and internet-based: |
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| #### **Support** | ||
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| * **Customer support:** Support is provided in accordance with Customer’s selected support plan (Starter, Standard, or Enterprise Active Support), as detailed in a separate support agreement. |
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add link to Support sla?
| - /support-sla/ | ||
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| **This Agreement** is made between {{< company-c8y >}} ("Provider") and the Customer ("Customer") who wishes to use support services for {{< product-c8y-iot >}}. |
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I would remove the bold formatting here as well (This agreement). It looks weird when reading the text. But decide yourself.
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| The following terms apply across all support levels unless otherwise specified: | ||
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| * **Business Day**: Monday to Friday, excluding public holidays, in the country specified in the Customer address field of the Cloud Services order form, corresponding with Provider's Global Support operating days. |
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As far as I know we no longer use the term "Global Support" but use "Cumulocity support" instead.
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| The services provided vary by support level as highlighted in the following table: | ||
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| | **Service** | **Bronze** | **Silver** | **Gold** | |
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By the way, we always switch to HTML format for more complex tables as formatting tables in Markdown is a nightmare :-)
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For now, dropped off close to where limits and compatibility policy, so other more formal documents are. We are currently discussing a better place once we have the remaining documents (ci/cd, limits update, ...) in place.