Service Level Agreement
Last updated: March 10, 2014
This Service Level Agreement is subject to the terms of the Terms of Service for VMware Horizon DaaS, and capitalized terms not defined here will have the meaning specified in the Terms of Service. We reserve the right to change the terms of this Service Level Agreement in accordance with the Terms of Service for the Service Offering.
VMware will use commercially reasonable efforts to ensure that each unique Horizon DaaS Enterprise Center Console instance and all virtual desktops managed under that instance (collectively, an “Instance”) purchased by a customer of the Service Offering (“you” or “Customer”) is “Available” during a given calendar month equal to 99.9% (“Availability Commitment”).
If the Availability of the Instance that you purchase is less than the associated Availability Commitment, then you may request Service Credits for that Instance of the service. Availability in a given month is calculated according to the following formula:
“Availability” = ((total minutes in a calendar month – total minutes Unavailable) / total minutes in a calendar month) x 100
Unavailability and SLA Events
An Instance will be considered “Unavailable,” subject to the SLA Limitations provided below, if VMware’s monitoring tools determine one of the following events has occurred (“SLA Event”). The total minutes that an Instance of service is Unavailable for a particular SLA Event is measured from the time that VMware validates the SLA Event has occurred, as defined below, until the time that VMware resolves the SLA Event such that the Service Offering is Available to you. If two or more SLA Event occurs simultaneously the SLA Event with the longest duration will be used to determine the total minutes Unavailable.
1. Each of the following will be considered an SLA Event for an Instance:
- Any of the network interfaces of the Service Offering Network are unavailable for more than 3 consecutive minutes. The “Service Offering Network” means the network that extends from the network interfaces of physical host servers for an Instance to the outside network interfaces providing the Service Offering's public internet connectivity.
- The data store(s) associated with your block level storage for an Instance are unavailable for more than 3 consecutive minutes.
- The self-service consoles (Enterprise Center or End User Portal) cannot successfully authenticate a simulated user for more than 5 consecutive minutes (excluding failures to authenticate due to VPN failures related to or resulting from an issue on the customer’s side of the VPN).
- Your running virtual machines for an Instance become inaccessible for more than 5 consecutive minutes due to physical host server failures.
“Service Credits” means an SLA Credit, a Chronic SLA Credit, or a Repetitive SLA Credit.
If the Availability of an Instance that you purchase is less than the associated Availability Commitment (99.9%) in a given calendar month, you may request 1 SLA Credit, and 1 additional SLA Credit for each additional 300 minutes the Instance was Unavailable, up to a total of 3 SLA Credits in a given calendar month. An “SLA Credit” is an amount equal to 10% of the monthly Service Offering recurring subscription charges invoiced by VMware for the affected Instance in the calendar month for which the SLA Credit is due.
If a particular Instance is Unavailable for 24 consecutive hours, you may request a Chronic SLA Credit. A “Chronic SLA Credit” is an amount equal to 100% of the monthly Service Offering recurring subscription charges invoiced by VMware, for the affected Instance, in the calendar month in which the SLA Credit is due. Any Chronic SLA Credit is in lieu of any SLA Credits that might be otherwise due.
If you are eligible to receive an SLA Credit or Chronic SLA Credit in 3 consecutive calendar months and all the credits are related to the same SLA Event type, you may request a Repetitive SLA Credit. A “Repetitive SLA Credit” is an amount equal to 100% of the largest monthly Service Offering recurring subscription charges invoiced by VMware for the affected Instance, in one of the calendar months in which the SLA Event occurred. If an SLA Credit or a Chronic SLA Credit was already received in the Repetitive SLA Credit period, the amount of the Service Credit that you may request will be the difference between the aggregate amount of Service Credits received and the Repetitive SLA Credit.
Service Level Agreement Limitations
The following will be excluded from any time-based calculations related to an Instance being Unavailable: (i) scheduled maintenance windows where you have been notified at least 24 hours in advance, (ii) recurring or zero impact maintenance windows that are made generally available to all customers, (iii) your misuse of a particular Instance, (iv) force majeure events, denial of service attacks, virus or hacking attacks for which there is no commercially reasonable, known solution, or any other events that are not within our direct control or that could have been avoided with commercially reasonable care, (v) packet loss, network or internet problems beyond VMware’s boarder router supporting our public internet connectivity, (vi) any network issues caused by compromised desktops with regards to virus or spyware that has infected one or more desktops, (vii) any issues caused by not up–to-date (a) DaaS Agent, (b) VMware tool running in the desktops, or (c) customer operating system configuration or installed third party software that prevents access to the Service Offering or degrades desktops performance, or (viii) bugs in code, hardware, or services for which there is no commercially reasonable, known fix (even if there is a known workaround).
You will not be eligible to receive a Service Credit if: (i) your service account has any payments for the Service Offering delinquent, (ii) you are in violation of Section 3 of the Terms of Service during the time of the SLA Event, or (iii) the SLA Event was due to your failure to meet your security responsibilities as set forth in the Terms of Service.
VMware’s monitoring tools, data and records will be the sole source of information used to track and validate Availability. Upon request, VMware will provide to you, within 45 days after a confirmed SLA Event (but no more than once per calendar year), a copy of the Availability report that VMware makes generally available to customers.
Service Level Agreement Claims
In order to request any Service Credit, you must file a support request at https://my.vmware.com within thirty (30) days of the suspected SLA Event. VMware will review the request and issue a Service Credit when VMware validates the SLA Event based on VMware’s data and records.
Service Credits will be issued to the person or entity that VMware invoices for the applicable Instance of the Service Offering, as a separate credit memo that can be applied towards a future invoice for that Service Offering Instance. If your subscription term for the Service Offering expires or is terminated prior to the issuance of a Service Credit, the Service Credit will become void as of the date of the expiration or termination.
The Service Credits specified in this Service Level Agreement are your sole and exclusive remedies for any SLA Events occurring during your subscription term for the Service Offering or for any other claim in connection with this Service Level Agreement.