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SOLICITATION # CH16012 <br />redundant data protection and most advanced facilities protection available, along with a complete <br />data recovery plan —all without affecting performance. <br />Salesforce uses commercially reasonable efforts to make its on -demand services available to its <br />customers 24/7, except for planned downtime, for which Salesforce gives customers prior notice, <br />and force majeure events. Excellent availability statistics are critical to Salesforce's customers' <br />success and to the success of Salesforce as a company. Live and historical statistics on the <br />Salesforce system performance are publicly published at http://trust.salesforce.com/trusVstatus. <br />The persistence layer underlying Salesforce Platform is proven database technology that powers <br />all of Salesforce's products today, serving more than 150,000 organizations and over 4 billion <br />transactions per day with an average request response time of less than .25 seconds, all with an <br />average up time of 99.9+ percent. <br />ServiceNow <br />ServiceNow's data centers and cloud -based infrastructure have been designed to be highly <br />available. All servers and network devices have redundant components and multiple network <br />paths to avoid single points of failure. <br />At the heart of this architecture, each customer application instance is supported by a multi -homed <br />network configuration with multiple connections to the Internet. Production application servers are <br />load balanced within each data center. Production database servers are replicated in near -real <br />time to a peer data center within the same geographic region. <br />ServiceNow leverages this Advanced High Availability (AHA) architecture for customer production <br />instances in several ways: <br />-In the event of the failure of one or more infrastructure components, service is restored by <br />transferring the operation of customer instances associated with the failed components to the peer <br />data center. <br />-Before executing required maintenance, ServiceNow can proactively transfer operation of <br />customer instances impacted by the maintenance to the peer data center. The maintenance can <br />then proceed without impacting service availability. <br />This approach means that the transfer between active and standby data centers is being regularly <br />executed as part of standard operating procedures — ensuring that when it is needed to address a <br />failure, the transfer will be successful and service disruption minimized. <br />RTO is 2 hours. RPO is 1 hour. <br />See the "ServiceNow Security, Operations, and Compliance White Paper" included with this <br />response for more information. <br />QTS <br />In the rare instance of failure of the commercially -delivered electrical power, back-up systems at <br />each QTS data center start instantaneously. Batteries provide power for the first 12-15 seconds <br />while on -site diesel generators spin up to synchronize their output with the battery -supplied feed. <br />Once on-line, the generators can supply power indefinitely, and the IT equipment on the data floor <br />as well as critical infrastructure components are all unaffected. <br />While the basics of reliable power seem simple, none of this is taken for granted. Battery banks <br />are sized to provide 15 minutes of power, well beyond the 15 seconds that it typically takes <br />generators to come on line. Inspections are conducted daily and quarterly to ensure that the <br />battery banks are prepared at all times. The diesel generators are inspected by running them <br />each month to circulate and condition the fuel, then running them annually under the full simulated <br />load of the current IT equipment on the data center floor. Factory technicians inspect and <br />maintain the generators semi-annually. Quantities of fuel sufficient to support 48-72 hours of <br />carahsoft 100 carahsoft <br />