The purpose of this Service Level Agreement (SLA) is to detail the services provided by Giga Vault Storage (GVS) and the commitments associated to them. The process used to identify and compensate for failures to meet SLA commitments is also defined.

The remedies defined in this document will be considered to be the sole and exclusive remedy for failure to meet the objectives unless modifications are defined in further agreements between GVS and the customer.

Events that qualify as breaches of SLA commitments are cumulative on a monthly basis. The monthly credits (MC) for a given month will be added together and a credit applied to the next monthly bill up to a limit of 100% of that bill’s total value.

● Network Uptime and Restoral

GVS guarantees 99.99% uptime for online access to the data center infrastructure. A 25% MC will be applied if access is unavailable from 1 to 4 hours. A 100% MC will be applied if network access is unavailable for longer than 4 hours.

 GVS guarantees 99.99% availability to on-line backup restoration services. A 25% MC will be applied for each hour that a customer is unable to restore backed up information.

GVS offers 24x7 emergency support and guarantees a two-hour response time for emergency customer calls. A 50% MC will be applied for a response time from 2 to 3 hours and a 100% MC will be applied for a response time greater than 3 hours.

An emergency is defined as an event that materially impacts the ability of a customer to perform a backup or restore. Billing, configuration or general questions should be made during normal business hours and are not subject to the SLA commitment.

In the rare cases that scheduled maintenance may necessitate an interruption of service the customer will be alerted as to the time and the duration of the event. These events are not included when calculating service level commitments.

Improper use or configuration of GVS applications by customer associates may interrupt service. Similar interruptions may be introduced by the changes to the client environment such as the introduction of network or security measures. These events are not included when calculating service level commitments.

GVS services are dependent on Internet connectivity. Issues may arise due to actions by parties beyond the control of either GVS or the customer. These events will not be included when calculating service level commitments.

The data centers used by GVS are geographically redundant but it is theoretically possible for both sites to be simultaneously impacted by a cataclysmic event. Therefore service levels cannot be guaranteed against acts of god, war or government.

GVS proactively maintains customer service levels but some issues are only visible from the customer perspective. Therefore it is incumbent upon the client to notify GVS when interruptions occur.

Depending on the nature of an event the time the interruption is reported may be used when calculating the duration of the event. If the issue is infrastructure related the time of the systemic failure will be used as the start time.

The customer must also use the services as intended. In cases where customization is introduced a Giga Vault Storage associate should be consulted to verify supportability.

All events must be reported through normal support channels but the act of submitting a notification of non-compliance is a separate act from the reporting the event itself.

To request a credit for failure the meet the SLA customers can either contact their sales representative directly or open a claim via email at This e-mail address is being protected from spambots. You need JavaScript enabled to view it Claims must include the date and time the issue was reported to GVS as well as a description of the incident.

An investigation will be initiated with the customer and the GVS support team to assess the incident. The findings will be communicated to the customer within 10 business days.

The investigation process is time sensitive so all credit requests should be initiated within 30 days of the date when the event was reported to Giga Vault’s support team. Claims will not be accepted for events older than 30 days.