Whānui Whakatutuki Ratonga

Ko tēnei Service Level Agreement (SLA) he wāhanga o te Terms of Service i waenganui i a Kapsule Group Limited (Kapsule Cloud, we, us, our) me koe (Customer, you). E whakatakoto ana i te availability, performance, me ngā paerewa tautoko e whakapaetia ana e mātou i te whakaratonga o ngā Services, me ngā service credits e wātea ana ki te wāea atu i ēnei paerewa.

Ko ngā kupu whakahua nui i whakamahia engari kaore i tautuwhiua i roto i tēnei SLA, kei a ratau ake ngā tikanga kua hoatuhia i te Terms of Service.

#1.1 Ka āwhina tēnei SLA i ngā Service whakatupuranga i ia Mahere utu. Karekau e āwhina i: (a) ngā Service Beta, ngā āhuatanga rānei i tohua mārama he beta, arokite, alfa, kaupapa whakamatau, tahi noa iho rānei; (b) ngā Waihanga Whiwhinga Koreutu, tae atu ki te Cloud Start free Trial (heoi anō, ka whakamahi kami i te whakapau noa e whaimana ai te wātea i te wā o ngā Waihanga Whiwhinga); (c) te papahere kaupapa ā-pokapū i kapsulecloud.com, tō mātou pāpāho, tō mātou whakatūtūtanga ahumahi, tahi noa iho rānei he papahere kaupapa atu atu; (d) ngā API, ngā hononga ā-mahi, me ngā āhuatanga i tohua mārama he ‹not covered by the SLA›; i te hea rānei (e) āhuatanga o ngā Service e pā ana, mā te āhuatanga tonutanga hoki te āhuatanga tonutanga e whakaputa nei i roto i te pokapū 4.

#2.1 Ko te 'Whakatipuranga' te ōrau o ngā miniti katoa i roto i te marama o te maramataka e whakaae ana te mahi tūmataiti nui mō te Mahere e tika ana ki te whakarite i ngā tono mai i te ipurangi tūmatanui, e ine ana e ā mātou pūnaha aroturuki.

#2.2 Ngā whāinga Whakatipuranga o ia Mahere i ia marama: Cloud Start 99.9%; Cloud Pro 99.9%; Cloud Scale 99.9%; Cloud Power 99.95%.

#2.3 Ko te 99.9% Whakatipuranga i roto i te marama e 30 te rā ko te tikanga tae atu ki te 43.2 miniti e whakaaetia ana o Downtime; ko te 99.95% ko te tikanga tae atu ki te 21.6 miniti.

#3.1 Te Wātea o te Īmera. Mō te kaupapa īmera utu e whakauru ana ki te Mahere, ka whakatūtuki atu mātou ki te Uptime ōrite me te Mahere pūtake i roto i te whārangi 2.2. Ka tatauhia ngā pūtea ratonga mō te Downtime īmera-motuhake hei waahanga o te waahanga īmera-whakawhiwhia o ō koe Utu marama.

#3.2 Te whakatūtuki DNS o te rohe. I te wā e whakahaere atu ana mātou i te DNS a te Kawekawe mō tō rohe, ka whakatūtuki atu mātou ki te 99.99% marama te whakatūtuki DNS. Ko te Downtime DNS he whānuitanga motuhake mai i te Downtime kaupapa tūmahi, ā ka tīwhikitia ki te tatauranga pūtea ratonga kē ina inoi koe i tētahi.

#3.3 Te rehitatanga rohe me te whakahaere. Ko te mahi o te rehitatanga, te whakahōu, te uhu, te whakatika rānei o te rohe, he whakawhiwhinga ā te Rehitara, ā kaore e whakauru atu e tenei SLA.

#4.1 Kāore ēnei e tata ki te Downtime ā-ia ā-ia tēnei SLA, ā, kua tangohia mai: (a) te whakahaerenga i whakamanatia i te nuinga atu i te 48 haora i mua; (b) te whakahaerenga whakarurunga e hiahiatia ana hei whakatika i te take kaitiakitanga, tohe, arā rānei take ture, ā, ka whakamahi tāua i ngā mahi whai moni whai hua ki te hoatu pānui; (c) te Downtime i whakahewaia e ā koe whakapaipai, whakahōkohoko, kaupapa, arā rānei pūmanawa tuhituhinga rua nō waho i tāu kua whakaritea; (d) te Downtime i whakahewaia e ā koe e whakawhiti ana i te roa rauemi o ā koe Mahere, te whakamahinga whai ture, arā rānei te AUP; (e) te Downtime i whakahewaia e ā koe āhuatanga whakapakapaka, DNS i whakahōkohoko i waho o ā tāua DNS whai tohu, whakahaere kaupapa tukutuku i waho o ā tāua haumitanga, arā rānei ētahi atu wāhanga i waho i a tāua kawekawenga; (f) te Downtime e pā ana ki ngā Ratonga Beta, arā rānei āhuatanga kua tuhia e te marama, kāore koa e taea te tino tohu; (g) te Downtime i whakahewaia e tētahi kaupapa Force Majeure; (h) te Downtime e pā ana i te wā kua whakatupuruia ā koe Account mō te whakatika i te Terms of Service, AUP, arā rānei mō te kore utu; (i) te kore e tata haere i whakahewaia e ā koe kaitiaki, ISP, arā rānei taputapu; (j) te Downtime i whakahewaia e te āhuatinga rūmaki muka i waho i a tāua e whakamahi ai i ngā mahi whai moni whai hua ki te whakataumata; (k) ngā wā i te wā kua mate te ā tāua aroturuki me te Downtime kāore e taea te whakaatu; (l) te Downtime kēkē iho i te e rua meneti haere (tangohia e te huarahi de minimis); arā rānei (m) te Downtime i kīia kaore he tohu ōrite, i a tāua mea tohu matanui kāore e whakaatu ētahi kaupapa orite.

#5.1 Mēnā ko te Uptime i roto i te marama o te maramataka ka heke iho i raro i te whāinga kua whakaritea i te wāhanga 2.2, kei a koe te tika ki te kaute ratonga e whai ake nei ki runga i tō tāmiramira e haere mai ana mō te Ratonga e pa ana: i raro i te whāinga engari ki te iti nei o 99.0%, 10% o te Utu Marama; i raro i te 99.0% engari ki te iti nei o 95.0%, 25% o te Utu Marama; i raro i te 95.0%, 50% o te Utu Marama.

#5.2 Te kaute teitei rawa. Ko ngā kaute ratonga katoa i roto i te marama o te maramataka kua aukati ki te haurua (50%) o te Utu Marama mō te Ratonga e pa ana.

#5.3 Te whakatauāki anake. Ko ngā kaute ratonga te whakaoranga anake, motuhake hoki, mō te raupatu ki te tutuki i te SLA, heana anake he whakatauāki atu e tika ana i runga i te ture (tae atu ki raro i te Consumer Guarantees Act 1993 mēnā he kaiwhiwhi koe).

#5.4 Te whakamahi i ngā kaute. Ka whakamahia ngā kaute ratonga ki tō tāmiramira e haere mai ana mō te Ratonga e pa ana. Ehara i te utu tāke, ehara i te mea e taea te whakawhiti i waenga i ngā Pūkete, i ngā Ratonga ranei, ā ehara i te mea e whakakaupapa tuuturu ake ki tua o te toru o ngā marama. Mēnā ka mutu tō Pūkete i mua i te whakamahinga o te kaute, ka ngaronga te kaute ki a ia, heana anake e tika ana te utu tāke e whakatakoto i runga i te ture.

#6.1 Kia tāpui ai i te kaute moni tautoko ratonga, me: (a) tuwhera i te kaute tāpui nama i roto i KPanel i roto i te tīmatanga toru tekau (30) rā o te mutunga o te marama maramataka i puta ai te Rironga; (b) whakauru i ngā rā, ngā wā (UTC or NZT), me te roa ā-tawhā o te Rironga i kitea e koe; ā (c) tukuna ngā tohu whaitake o te Rironga ki a koe anō nei (hei tauira, ngā tuhinga arotake a te rua tangata, ngā karere hapa, tahi rānei ngā URL kua pāuituitia).

#6.2 Ka arotake mātou i tō tāpui ki ngā tuhinga arotake o roto, ā ka whakahoki i roto i te tekau (10) rā mahi. Ki te whakaae ai, ka whakamahi te kaute i tō tāpui panui e whai ake.

#6.3 Ka tae mai pea he whakakore ā mātou i te tāpui ki te: (a) tukuna atu i muri i te 30-rā whakarite; (b) kua marua te Rironga i raro i te tairanga 4; (c) ka whakaatu ā mātou tuhinga kaore he āhuatanga taurite; (d) kei te takutai te Kaute i ngā Tikanga Ratonga tahi rānei te AUP i te wā o te Rironga; tahi rānei (e) kei a te Kaute ētahi Utu e whakaaro ana mō te tekau mā whā (14) rā tahi atu.

#7.1 Ka whakarato kami i te tautoko kaihokohoko mā ngā tikiti KPanel me [email protected]. Ko ngā putanga tautoko e hangaia ana e te nui o te raruraru me tō Mahere.

S1 (Hihiko), Kāore te Ratonga i te waatea mo te whakamahi whakaputa: Cloud Power 1 haora, 24x7. Ngā Mahere katoa atu: 4 haora, haora mahi.

S2 (Teitei), Ngaromanga nui o te mahi mo te whakamahi whakaputa: Cloud Power 4 haora, 24x7. Ngā Mahere katoa atu: 1 rā mahi.

S3 (Noa), Raruraru whanui, pātai tāpiri e pāhekoheko ana i te whakamahi: Cloud Power 1 rā mahi. Ngā Mahere katoa atu: 2 rā mahi.

S4 (Iti), Tono whakahirahira, pātai a he pēhea, pōharahara rānei: ngā mahi tata i roto i 5 rā mahi.

#7.2 Ko haora mahi te tikanga 09:00 ki te 18:00 Wā Aotearoa, Maanahi ki te Paraire, me te whakakorekore i ngā rā whakaohooho tūmatanui o Aotearoa.

#7.3 Ko Kora (tō ā mātou āwhina AI) he waatea 24x7 i roto KPanel me [email protected] hei whakahaere i te triage tuatahi me te whakautu i ngā pātai āhuatanga. Ko ngā whakautu Kora ehara i te putanga tuatahi hoki mo te kaupapa o ngā putanga o runga nei, ka taea ana e aua e whakatau i ō raruraru.

#7.4 Ko ngā putanga tautoko he whakaaro noa iho, kāore anō e whakatupuranga i ngā tīni mahi, ka taea nei e te ture.

#8.1 Ka mahia e mātou ngā kopanga whānuitanga pokapū-tāhaka ia rā o ngā raraunga pae motuhake tāpui me ngā raraunga īmēra i runga i te whakahaere i te ārikiriki 11 o ngā Kupu Tūmahi me te Tauākī Tiaki Haumaru.

#8.2 Ka whakaraupapa ngā karohirohi whakatupu i roto i ngā whāinga urupare tautoko i te ārikiriki 7. Ko te wā-ki-te-whakatupu ka whakawhānuitia e te rahi o te raraunga, te uaua o te karohirohi, me te kawenga o te pūnaha kopanga i te wā. Kaore mātou e oati ki te wā-ki-te-whakatupu i tautohatohia.

#8.3 Ka taea e mātou te utu whakatika hei utu mō ngā karohirohi whakatupu i puta mai i tō hapa (hei tauira, te whakakore i te kōnae i te waenganui o te matapihi pupuri 30-rā). Ko ngā karohirohi whakatupu e hiahiatia ana i te mea o ā mātou hapa kore he utu tāpiri.

#9.1 Ko ā mātou whārangi tūranga pokapū he status.kapsulecloud.com. E whakaatu ana i ngā tūkino o nāianei, te taihoa harikoa o mua, me te whakatūtuki tonutanga.

#9.2 Ka taea e koe te tohu i ngā arotake whārangi tūranga kia tae mai ai ngā whānuitanga mō ngā tūkino, te whakatūtuki, me te whakaotinga mā te īmēra, mā te RSS rānei.

#9.3 Ka whakaputaina e mātou he tūkino ki te whārangi tūranga i te wā tino tata kia whakatūturuia e ā mātou rōpū ā-tinana. Ka whakaputaina ngā whakahōu i ngā wā e tika ana (i te nuinga e 30 ki te 60 meneti mō ngā tūkino kei te mahi tonu) kia ū te whakaotinga.

#9.4 Mō ngā tūkino nui (ko ēnei he Take Harikoa e awe nui ana ki ā maha atu ngā kaihoko), ka whakaputaina e mātou he arotake i muri i te tūkino i roto i te tekau rā mahi i muri i te whakaotinga, tae atu ki te wetewete pūtake me ngā tikanga whakaora.

#10.1 Ka mahitahi te mahi whakapaipai noa i roto i ngā wāhi iti-huakitanga mō te rohe NZ, arā, i te Rāpare 02:00 ki te 06:00 NZT. Ka whakaatuhia te mahi whakapaipai i runga i te whārangi tūranga i mua ake, ā, mēnā e tika ana kia mahitahi, ma te īmēra hoki.

#10.2 Ka tīnana pea i a mātou te mahitahi whakapukumahi me te iti ake, kore rānei te tōkeke i mua ake, mēnā e hiahia ana hei whakatika i tētahi take haumanu, te ūnga, rānei te kaupapa ture. Ko ia mahi whakapaipai pēnei ka tangohia mai i te Downtime i raro i te clause 4.

#11.1 Ka tīwhawhā pea e matou i tēnei SLA i nga wa katoa. Ko nga āhuatanga nui ka whiwhi i te karanga īmēra, i te karanga KPanel rānei, kia rua tekau ma tahi (30) ra i mua i te whakahaere.

#11.2 Ko nga āhuatanga nui e whakaiti ana i nga whāinga whainga-kaha karekau e whakatutuki ki nga whakaūpoko tauroa-kupu-i-mua kia tae ki te whakahoutanga a muri ake nei.

Kapsule Group Limited, Christchurch, Aotearoa New Zealand.

Tautoko: [email protected]

Tāke me ngā kerēme SLA: [email protected]

Whārangi tūnoa: status.kapsulecloud.com