Service Level Agreement

Last updated: August 12, 2010



Our service level agreement (SLA) is specifically tailored to meet your needs and sets out clearly what levels of service you can expect, and what compensation we will provide in the unlikely event of us failing to reach these levels. We place great emphasis on the quality of our service and our commitment to provide you with the best possible service.


Definitions

  1. Service Level: exactly specified and measurable criteria to describe the successful provision of a service

  2. Frontend Availability [%]: 100 * (agreed service time - unscheduled service interruption during agreed service time) / agreed service time. The agreed service time does not include scheduled downtimes. The Frontend Availability specifies the availability of the Cronimon Login-Area, providing you access to your Dashboards, SmartCharts and data.

  3. Backend Availability [%]: 100 * (agreed service time - unscheduled service interruption during agreed service time) / agreed service time. The agreed service time does not include scheduled downtimes. The Backend Availability specifies the availability of the Cronimon API processing your data points.

  4. Backend Response Time [ms] - The time the Cronimon Backend requires to process a data point, starting with the completed delivery of the HTTP-request to the backend and ending with the output of an API-return code.


Scope

This Service Level Agreement is only applicable with a Cronimon contract that includes the SLA-guarantee (see pricing for details). This agreement extends the Terms of Usage. In case of contradictional statements the SLA precedes the Terms of Usage. In all other cases the Terms of Usage remain binding.


General arrangements to secure operations

All Cronimon servers are currently hosted with Hetzner Online AG, all data centers are based in Germany (Region Nürnberg). Hetzner undertakes extensive efforts to provide smooth operations of their data center infrastructure:

  1. 11x redundant Upstream (Noris, Decix, Deutsche Telekom, ...) with 122 GBit of total bandwidth

  2. Redundant battery backup, emergency standby system, Power supply via double bottom

  3. N+2 redundant cooling, temperature monitoring

  4. 24/7 standby personell in data center

  5. physical access control, access monitoring


Cronimon undertakes additional efforts to secure your data:

  1. Encrypted SSL-Access to backend (API) and frontend services.

  2. Redundant database setup with replication

  3. Daily full-backups of your data. All backup servers are based in Germany.



Guaranteed Service Levels

The Service Levels is fullfilled if the specified thresholds are met in the period of measurement. The period of measurement is the calendar month.


Frontend Availability
Service time: 365 days a year, 00:00 to 24:00

Indicator Typical Service Level
Frontend is accessible via Web-Browser 100% 99%


The Frontend is available if the server on http://cronimon.de | http://cronimon.com is reachable by the internet connection of its provider, and answers to HTTP-Requests with the requested HTML code. Cronimon measures the frontend availability every 5 minutes.

Violation of Frontend Availability service Level
If the service level is not met, you receive a partial refund for the current month. For every two hours the service level is exceeded you receive a refund of 5% on the amount paid. The refund is capped at 50% of the amount you paid for the current month.


Backend Availability
Service time: 365 days a year, 00:00 to 24:00

Indicator Typical Service Level
Backend is accessible via HTTP 100% 99%


The Backend is available if the server on http://[USER].put.cronimon.de | http://[USER].put.cronimon.com is reachable by the internet connection of its provider, and answers to HTTP-Requests with the appropriate API returncode. Cronimon measures the backend availability every 5 minutes.

Violation of Backend Availability service Level
If the service level is not met, you receive a partial refund for the current month. For every two hours the service level is exceeded you receive a refund of 5% on the amount paid. The refund is capped at 50% of the amount you paid for the current month.


Backend Response Time
Cronimon ensure that requests to the backend are processed in a certain timeframe.

Indicator Typical Service Level
Time passed between receipt of complete HTTP-Request and API-Returncode output << 100 ms 99% of requests < 500 ms

Violation of Backend Response Time service Level
If the service level is not met, you receive a partial refund for the current month. For every percent of your requests that are not served within the specified service level you receive a refund of 5% on the amount paid. The refund is capped at 50% of the amount you paid for the current month.

Cronimon measures backend response time under load once a day. A typical response time distribution for the backend looks like this:

Benchmarking example.put.cronimon.de (be patient)
Finished 100000 requests


Server Software:        Apache
Server Hostname:        emogames.put.cronimon.de
Server Port:            80

Document Path:          /?name=perftest1&value=1
Document Length:        3 bytes

Concurrency Level:      50
Complete requests:      100000
Failed requests:        0
Write errors:           0
Total transferred:      19500000 bytes
HTML transferred:       300000 bytes
Time per request:       30.129 [ms] (mean)
Time per request:       0.603 [ms] (mean, across all concurrent requests)
Transfer rate:          316.01 [Kbytes/sec] received

Connection Times (ms)
              min  mean[+/-sd] median   max
Connect:       10   10   1.5     11      60
Processing:    10   18  26.0     12    3078
Waiting:       10   18  26.0     12    3078
Total:         21   29  26.0     23    3089

Percentage of the requests served within a certain time (ms)
  50%     23
  66%     27
  75%     31
  80%     34
  90%     43
  95%     59
  98%     75
  99%     86
 100%   3089 (longest request)
       
If you experience problems with Cronimon backend response time please notify us immediately and we will check if you are eligible for a refund or if long response times originat in routing delays.


Scheduled Downtime

Cronimon may schedule downtimes to perform maintenance work in order to assure data security, system operations and provide system updates. Downtimes are kept as short as possible. Extensive maintenance work will be executed on Saturday or Sunday between 00:00 and 24:00 CET.


Requesting a refund

In case of unscheduled downtimes Cronimon proactively informs all users and automatically deducts rechargeable amounts from the amount billable for the following month.
If you experience violation of service levels not communicated by Cronimon you can send us an e-mail to: support@cronimon.de with the subject: Cronimon - Service level violation and we will check if you are eligible for a refund.