SERVICE LEVELS
Our commitment to excellence is guaranteed.
The OSO Grande Service Level Agreement (SLA) covers the following:
100% Power Availability Guarantee
Power Availability Guarantee Scope: OSO power availability guarantee is to have power provided to CUSTOMER’s collocation cabinet available 100% of the time.
Power Availability Guarantee Process: “Power Unavailability” consists of the number of minutes power was unavailable to CUSTOMER’s collocation cabinet. Outages will be counted as power unavailability only if CUSTOMER opens a trouble ticket with the OSO Secure CUSTOMER support within five days of the outage. Power unavailability will not include unavailability resulting from:
- CUSTOMER circuits or equipment
- CUSTOMER applications or equipment
- Acts or omissions of CUSTOMER, or any use or user of the service authorized by CUSTOMER
NOTE: The CUSTOMER must give OSO at least 30 days lead time of any additional equipment that they will be installing on site to ensure that there is adequate power available. This may cause an increase in the monthly rate to the CUSTOMER.
Power Availability Guarantee Remedy: For power unavailability in any calendar month, at CUSTOMER’s request, CUSTOMER’s account shall be credited the charges of the OSO Secure monthly fee for the service with respect to which a Power Availability Guarantee has not been met. The charges credited will be as follows:
- Unavailability of more than sixty (60) seconds will be credited for one (1) full day.
- Unavailability of more than five (5) minutes will be credited for three (3) full days.
- Unavailability of more than one (1) hour will be credited for one (1) week.
- Unavailability of more than eight (8) hours will be credited for one (1) month.
COOLING Availability Guarantee Scope: OSO’s cooling availability guarantee is to have adequate cooling provided to CUSTOMER’s collocation cabinet available 100% of the time. Adequate cooling means that the intake temperature at any point of the customers rack is between 65 and 75 degrees Fahrenheit.
COOLING Availability Guarantee Process: “Cooling Unavailability” consist of the number of minutes adequate cooling was unavailable to CUSTOMER’s collocation cabinet. Outages will be counted as cooling unavailability only if CUSTOMER opens a trouble ticket with OSO CUSTOMER support within five days of the outage. Cooling unavailability wil not include unavailability resulting from:
- CUSTOMER circuits or equipment
- CUSTOMER applications or equipment
- Acts or omissions of CUSTOMER, or any use or user of the service authorized by CUSTOMER
NOTE: The CUSTOMER must give OSO at least 30 days lead time of any additional equipment that they will be installing on site to ensure that there is adequate cooling available.
COOLING Availability Guarantee Remedy: For cooling unavailability in any calendar month, at CUSTOMER’s request, CUSTOMER’s account shall be credited the charges of the OSO monthly fee for the service with respect to which a cooling Availability Guarantee has not been met. The charges credited will be as follows:
- Unavailability of more than sixty (60) seconds will be credited for one (1) full day.
- Unavailability of more than five (5) minutes will be credited for three (3) full days.
- Unavailability of more than one (1) hour will be credited for one (1) week.
- Unavailability of more than eight (8) hours will be credited for one (1) month.
The OSO facility is equipped with the following security components all of which will be supplied to CUSTOMER at no additional charge:
- 24/7 Staffed Security
- IP Camera triggered surveillance
- Proximity Card Reader and Biometric scanners for every entrance to the data center floor, with entrance and exits electronically recorded.
SECURITY Availability Guarantee Scope: OSO’s security availability guarantee is to have adequate security for the facility available 100% of the time. Adequate security means all exterior doors accessing the facility will require at least (1) security identifier (Badge, PIN or biometric) and each door accessing the data floor will require at least (2) unique security identifiers (Badge, PIN or biometric). IP Camera triggered surveillance at each egress and ingress to the facility and to the data center floor. Security enforcement is primarily electronic, but OSO may substitute personnel for electronic measure in times of need. OSO may utilize additional methods, other than what has been explicitly listed in this Agreement, to ensure the adequate security of the Facility.
SECURITY Availability Guarantee Process: “Security Unavailability” consists of the number of minutes adequate security was unavailability to the CUSTOMER’s leased space. Outages will be counted as security unavailability only if CUSTOMER opens a trouble ticket with the OSO CUSTOMER support within five days of the outage. Security unavailability will not included unavailability resulting from:
- CUSTOMER equipment
- CUSTOMER applications
- Acts or omissions of CUSTOMER, or any use or user of the service authorized by CUSTOMER
SECURITY Availability Guarantee Remedy: For security unavailability in any calendar month, at CUSTOMER’s request, CUSTOMER’s account shall be credited the charges of the OSO monthly fee for the service with respect to which Security a Security Availability Guarantee has not been met. The charges credited will be a follows:
- Unavailability of more than sixty (60) seconds will be credited for one (1) full day.
- Unavailability of more than five (5) minutes will be credited for three (3) full days.
- Unavailability of more than one (1) hour will be credited for one (1) week.
- Unavailability of more than eight (8) hours will be credited for one (1) month.
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