1. Preamble

The successful outsourcing of IT services requires a transparent definition of the customer-supplier relationship. This Service Level Agreement represents the quality of service between the lifehost360.com OÜ and their customers agreed services by guaranteeing certain service levels below.
These service levels are divided into 2 areas:

• General service levels
• Product-related service levels

The general service levels apply to all customers of lifehost360.com OÜ with the products listed in the appendix.
The product-related service levels are valid for the product selected by the customer. The possible product-related service levels are defined in this service level agreement. The associated values that the lifehost360.com OÜ guaranteed to its customers can be found in Appendix A of the Service Level Agreement, which together with the appendix is an integral part of the contract between lifehost360.com OÜ and the customer.
Unless otherwise agreed, existing and future contractual relationships between lifehost360.com OÜ and the customer the current version of this agreement at the time of conclusion of the contract or part of the contract.
If the individual regulations within this Service Level Agreement contradict one another in one or more points, the regulations that are more favorable to the customer apply. In addition to the Service Level Agreement, the General and – depending on the products chosen – the corresponding special terms and conditions of lifehost360.com OÜ.

2. Definitions and calculations

1. General query = There is no problem. For example, the customer asks for information
2. Carrier / Provider = company for the operation of telecommunications networks
3. Core transfer point = uplink port to the Internet, which is the core network of the lifehost360.com OÜ via the external connection to the active carrier (”towards the Internet”)
4. Core measurement node = measurement node connected directly to a core transfer point
5. Core network (Core) = connection between the network transfer point of the service booked by the customer and the core transfer point of the lifehost360.com OÜ
6. Service = The software component that serves as the basis for the customer's application
7. Urgent fault = The affected service is no longer available
8. External measurement node = measurement node set up at an external provider or carrier (“on the Internet”)
9. Customer = As soon as a natural or legal person enters into a contract for the products of lifehost360.com OÜ completes, of which this lifehost360.com OÜ Service Level Agreements are, this person is one of the customers of lifehost360.com OÜ
10. Latency = time interval from the end of an event to the start of the reaction to this event
11. Monthly average = The monthly average in the information below takes into account the calendar month that may be affected by non-compliance with the service level. A calendar month basically consists of 30 days.
12. Network transfer point = uplink port that connects the customer's service to the core network
13. Qualified statement = In the best case, completion of the process, but at least a statement about how to proceed. Depending on the category, the qualified statement also includes information about the expected duration and extent of the disruption
14. Response time = period in which the customer receives a qualitative response to his request/message fictitious statement from an employee of lifehost360.com OÜ provided that the message arrived in the correct communication channel
15. Data center measurement node = measurement node set up in the data center analogous to the customer environments
16. Round Trip Time (RTT) = transit time of a data packet from point A to point B back to point A
17. Service = Logical unit consisting of possibly several related products and services
18. Service Level = Defined and measurable criteria for the provision of a specific service by the lifehost360.com OÜ
19. Service time = time during which the booked service is available
20. Fault = The affected service is still available, but restricted
21. Support time = period during which the technical customer service responsible for the respective product can be reached on the associated communication channel
22. Available ability = ability to actually use the underlying services
23. Availability [%] = 100 * ((agreed service time - unplanned outages within the service time) / agreed service time). The guaranteed availability includes time windows for planned maintenance work (see point 5). The value refers to the monthly average.
24. Recovery time = Time To Repair (TTR): Period from receipt of a fault report for a selected service from the customer in the correct communication channel until the error is corrected so that the hardware or service is available again . is reachable

3. General service levels

1. Availability of data centers
   1. Measuring method
      The availability of the data centers relates to their power supply. Ensuring the power supply in the data centers is regulated by appropriate technical measures. The availability of at least one sub-distribution (A or B supply) is measured. For this purpose, various measuring points within the buildings are constantly monitored.
   2. Guarantee
      The lifehost360.com OÜ guarantees a data center availability of 99.995% on a monthly average. This service level is considered to be met as long as the actual availability of the data center does not fall below the above monthly average.
2. Core network availability and latency
   1. Measuring method
      The lifehost360.com OÜ measures the availability and latency of the network with measuring stations set up for this purpose within the core network.
      The availability of the core network refers to the connection between the network transfer point of the service booked by the customer and the core transfer point of the lifehost360.com Oü. The core network is considered available as long as at least 75% of the data center measurement nodes can reach at least one core measurement point.
      When measuring latency, the RTT (round-trip time) is generally used as a basis. The latency of the core network refers to the distance between a data center measurement node and the closest (best latency) core measurement node.
   2. Guarantee
      The lifehost360.com OÜ guarantees a core network availability of 99.999% on a monthly average. This service level is considered to be met as long as the actual availability of the core network does not fall below the above monthly average.
      The lifehost360.com OÜ guarantees a latency within the core network of 10 msec on a monthly average with the availability specified in the previous point. This service level is considered to be met as long as the actual latency of the core network does not exceed the above value.
3. Internet connection availability and latency
   1. Measuring method
      The lifehost360.com OÜ measures internet availability with measuring stations set up for this purpose inside and outside the core network. The Internet is considered available as long as there are at least 2 data centers of the lifehost360.com OÜ can be achieved by at least one external measuring node.
      The latency of the Internet connection cannot be completely covered by the lifehost360.com OÜ be measured because the lifehost360.com OÜ the carrier has no access to the necessary measurement data. The lifehost360.com OÜ However, undertakes to only select carriers as contractual partners that guarantee the latencies mentioned in point 3.3.2.
   2. Guarantee
      The lifehost360.com OÜ guarantees an internet connection availability of 99.999% on a monthly average.
      With regard to the latency of the Internet connection, lifehost360.com OÜ to select carriers that guarantee at least the following latencies:
      Inner European < 40 msec in monthly average
      USA East Coast < 70 msec in monthly average
      USA < 100 msec in monthly average

4. Product-related service levels

1. Communication channels
   General and general contact person for all customers of lifehost360.com OÜ is customer service. The customer has the option to submit inquiries and orders via the following means and channels of communication:
   • Email
   • Letter
   • Customer information system
   The current contact details can be found on the iizyhost.com OÜ website. to find: Imprint.