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Contrail Service Orchestration Service Level Agreement

 

This Service Level Agreement (“SLA”) for the Contrail Service Orchestration (CSO) service offering (the “Service Offering”) is subject to the Juniper Networks Terms of Use available at https://www.juniper.net/assets/us/en/local/pdf/legal/contrail-service-orchestration-service-tou.pdf   . We reserve the right to change the terms of this SLA as provided in the Terms of Use.

Definitions

The following definitions apply to the SLA:

  • “Included Service” means access to the Juniper Networks Contrail Service Orchestration Cloud Service.

  • “Downtime” means:

    • For system access: Loss of connectivity to the service due to the failure of Juniper’s systems.

    • Does not include the scheduled maintenance periods.

  • “Downtime Period” means a period of one or more consecutive minutes of Downtime.

    Partial minutes or Intermittent Downtime for a period of less than one minute will not be counted towards any Downtime Periods.

  • “Monthly Availability” means the total number of minutes in a month minus the number of minutes of Downtime suffered from all Downtime Periods in a month, divided by the total number of minutes in a month.

Availability

Juniper Networks Contrail Service Orchestration service will use commercially reasonable efforts to ensure that the Service Offering purchased for an identified user (“you”) is “Available” to you during your term of Service for a period at least equal to the Monthly Availability specified in Table 1.

Table 1: Monthly Availability

Service

Monthly Availability

Contrail Service Orchestration

99.9%

SLA Exclusions

The SLA do not apply to any unavailability, suspension, or termination of an Included Service, or any other Included Service performance issues:

  1. caused by factors outside of our (Juniper Networks) reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of the applicable Included Service;

  2. that result from any actions or inactions of you or any third party, including failure to acknowledge a recovery volume;

  3. that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third-party equipment within our direct control); or

  4. arising from our suspension or termination of your right to use the applicable Included Service in accordance with the Agreement (collectively, the “Terms of Use”).