Vmware Support Service Level Agreement

4.5 Virtual private network SSL. We offer individual SSL VPN accounts and two-factor authentication for secure access to your systems. We provide you with instructions and software for using the SSL VPN service. You are responsible for installing and setting up local locations on any desktop, laptop, smartphone, tablet or server outside our cloud and data center. To obtain any of the financial credits described above, the customer must notify Google`s technical assistance within thirty days of the date the customer is entitled to obtain a financial credit. Customers must also provide Google with server log files indicating the loss of external connection errors or support access, as well as the date and time of the occurrence of these errors. If the client does not meet these requirements, his right to a financial credit expires. During the duration of the agreement under which Google agreed to make the Google Cloud platform available to the customer (if applicable “the agreement”), the covered service provides the customer with a percentage of monthly availability as follows (the “Service Level Objective” or “SLO”): “External connectivity” is a two-way network via assisted protocols such as HTTP and HTTPS, which can be sent and received from a public address. 1.2 Reaction time.

We will do everything in our power to respond to your requests for support by ticket or phone within the following time frame: “Assistance Window” refers to the period during which a service function or compatibility with a separate product or service is supported. You must apply for a credit in writing by sending an email to support@cleardata.com no later than seven days after the event that generated the credit. We will contact you within 30 days to approve or reject the application or to request more information. If the fee is approved, the balance will be displayed on your monthly bill after approval. 4.4 Site to Site Virtual Private Networks. We will plan to set up a VPN to locate our data center at your location. You need to make available an Enterprise 2/3 network device that supports IPSEC location VPNs. We will consider all appropriate NATing requests when setting up the location VPN, but we reserve the right to refuse any request if this requirement (a) affects the customer`s other network space, b) limits the scalability of our network or (c) poses a security risk. They provide us with an appropriate point of contact for the network resource to set up the VPN. In case you do not have a) such devices and/or b) you do not have an appropriate network resource, we can provide you with both resources for a fee. We will respond with a support ticket, email, phone call or all these methods, depending on the seriousness of the situation and in accordance with all the procedures we have put in place with you on your behalf.

We will only back up your data if you have purchased data backup services or if they are included in your service solution. To determine if a credit is due, periods are measured from the timer generated by our ticketing system or the time during which an interruption is recorded in our monitoring system. You can open a support ticket to document the start time of a request for assistance or other incidents, or if you contact us by phone to request assistance, we will open a ticket.

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