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SOLICITATION # CH16012 <br />VMware <br />VMware's SLAs for vCloud Air. Our Availability Commitment ranges from 99.99% - 99.95 based <br />on the Class of Service. The SLAs are subject to the terms of the applicable Terms of Service for <br />the VMware vCloud Air Service Offerings. Dedicated Cloud 99.99%, Virtual Private Cloud 99.95%, <br />Data Protection 99.95%, Disaster Recovery 99.95%, Virtual Private Cloud On -Demand 99.95% <br />Availability Commitment. <br />IaaS Object Storage: Object Storage powered by Google CLoud Platform (standard) 99.9%, <br />Object Storage powered by Google (durable reduced availability) 99.0% and Object Storage <br />(nearline storage) 99%. <br />vCloud Government Service Dedicated Cloud 99.95% and Virtual Private Cloud 99.9% Availability <br />Commitment. <br />FireEye <br />FireEye undertakes all reasonable efforts to ensure the availability for 99.9% of the time during <br />each calendar month. In the event the solution does not meet the monthly service availability, <br />FireEye will provide a credit as outlined in the SLA. <br />VirtueStream <br />Virtustream solution for VM workload includes the uptime of 99.99%. <br />8.12.2 Provide your standard uptime service and related Service Level Agreement (SLA) criteria. <br />CA <br />APM <br />Uptime SLA target is 99.8% <br />CA runs test scripts using application monitoring tools on the Production system to <br />verify that the CA SaaS service is available. Test scripts are run approximately once <br />every ten (10) minutes, twenty-four (24) hours per day, seven days per week, <br />throughout the contracted term of the service. <br />MAA <br />Uptime SLA target is 99.8% <br />CA runs test scripts using application monitoring tools on the Production system to <br />verify that the CA SaaS service is available. Test scripts are run approximately once <br />every ten (10) minutes, twenty-four (24) hours per day, seven days per week, <br />throughout the contracted term of the service. <br />CAAgile <br />See above. <br />ASM <br />Uptime SLA target is 99.8% <br />CA runs test scripts using application monitoring tools on the Production system to <br />verify that the CA SaaS service is available. Test scripts are run approximately once <br />every ten (10) minutes, twenty-four (24) hours per day, seven days per week, <br />throughout the contracted term of the service. <br />Google <br />Google Cloud Platform SLA: Google's Cloud platform has SLAs ranging from 99.9 - 99.95% <br />uptime. <br />Salesforce <br />Please see response to 8.12.1 above. <br />Salesforce does not typically offer Service Level Agreements as part of the base service offering. <br />Our approach is to offer a service with high availability and fast resolution of problems. If a <br />customer requires an SLA it will be negotiated separately. <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. <br />ServiceNow <br />DEFINITIONS <br />(a) "Available" means that the Subscription Service can be accessed by authorized users. <br />carahsoft 132 carahsoft <br />