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SOLICITATION # CH16012 <br />1. Each of the following will be considered an SLA Event for the Dedicated Cloud, Virtual Private <br />Cloud, or Virtual Private Cloud OnDemand Services: <br />a) Any of the network interfaces of the Service Offering Network are unavailable for more than <br />three (3) consecutive minutes. The "Service Offering Network" means the network that extends <br />from the network interfaces of physical host servers for a class of service to the outside network <br />interfaces providing the Service Offering's public internet connectivity. <br />b) The data store(s) associated with your block level storage for a class of service are unavailable <br />for more than three (3) consecutive minutes. <br />c) The self-service console, available at https://vchs.vmware.com, cannot successfully <br />authenticate a simulated user for more than five (5) consecutive minutes. <br />d) Your running virtual machines for a class of service become inaccessible for more than five (5) <br />consecutive minutes due to physical host server failures. <br />2. Each of the following will be considered an SLA Event for the Data Protection Service: <br />a) The backup storage repository associated with your Data Protection service is unavailable for <br />more than three (3) consecutive minutes. <br />b) The start time associated with your backup scheduling window is missed for longer than thirty <br />(30) consecutive minutes. <br />c) The standard 24-hour recovery point objective (RPO) is missed for any virtual machines actively <br />enrolled in the service. <br />d) Any restore operation for a virtual machine fails to complete due to backup infrastructure <br />failures. <br />3. Each of the following will be considered an SLA Event for the Disaster Recovery Service: <br />a) Any of the network interfaces of the Service Offering Network are unavailable for more than <br />three (3) consecutive minutes. <br />b) The data store(s) associated with your block level storage for replication is unavailable for more <br />than three (3) consecutive minutes. <br />c) The self-service console, available at https://vchs.vmware.com, cannot successfully <br />authenticate a simulated user for more than five (5) consecutive minutes. <br />d) Your failed -over virtual machines for a class of service become inaccessible for more than five <br />(5) consecutive minutes due to physical host server failures. <br />e) Any built-in service functions for failover testing, planned migration, or live failover and recovery <br />result in virtual machine replicas not powering on in less than 4 consecutive hours from the time a <br />request is acknowledged and approved by VMware. <br />4. The following will be considered an SLA Event for the Object Storage service: <br />a) A more than five (5) percent Error Rate for more than ten (10) consecutive minutes — where <br />"Error Rate" means the number of valid requests that result in a response with HTTP Status 500 <br />and Code "Internal Error" divided by the total number of valid requests during each five-minute <br />period. <br />FireEye <br />FireEye shall use commercially reasonable efforts to correct any reproducible programming error <br />in the Software attributable to FireEye, employing a level of effort commensurate with the severity <br />of the error, provided, however, that FireEye shall have no obligation to correct all errors in the <br />Software. <br />8.12.5 Describe the firm's procedures and schedules for any planned downtime. <br />CA <br />APM <br />Planned downtime is scheduled, and customers are notified <br />MAA <br />Customers are notified at least two weeks in advance for planned downtime. <br />CA Agile <br />Regularly scheduled maintenance (planned downtime for upgrades and maintenance) <br />where the customer has been given at least eight (8) hours notice does not count as <br />downtime. Unscheduled maintenance, in which the Rally Service is unavailable and <br />carahsoft 144 carahsoft <br />