Service description for IaaS from Braathe Cloud

Service description valid from 01.04.2023

About IaaS from Braathe Cloud

The service description deals with the delivery of dedicated customer resources for data processing, storage and networks in the Supplier's data centers in Norway on the Common Virtualization Platform:

Validity

The services are provided under a valid agreement concluded between the parties, or the applicable General Conditions as published on the Supplier's website. If there is a conflict between the agreement or the General Terms and Conditions and this Service Description, this Service Description takes precedence.

Definitions and more

For a more detailed explanation of the terms used in this Service Description, see "Document Guide and Definitions" as published on the Supplier's website.

Other terms

The service is delivered in accordance with the current terms and conditions as published on the Supplier's website website:

• Service description "Support"
• "Security SLA for Braathe Gruppen Services"
• "Backup SLA"
• «End Of Service Life (EOSL)»

WC models

Dedicated Virtual Servers are delivered in the following standard configurations on the Common Virtualization Platform.

1. Internet access is limited to 100mbps for servers in the shared network. Higher speeds can be offered with customer-specific internet access as an option.
2. DA = Service category "Digital Workplace", MS = Service category "Managed Services"

See section 0 for a detailed description of IOPS Profile

WC Supplement

VM RAM, Disk, vCPU, vNic bandwidth can be expanded on the individual VM, or as a Resource Pool that applies within the current Invoice Recipient for the Resource Pool.

IOPS Profile

IOPS is delivered as a maximum value that the VM disk can perform.

1. Provided that the performance of the storage system as a whole is not significantly reduced, the disk performance of a disk with IOPS Profile 4 can be increased beyond the specified parameters in case of special needs.

Normalized (In/Out Operations per Second) are normalized transactions calculated on the basis of an average of 8kb per disk transaction. Max Disk Bandwidth limit is set on the basis of Max normalized IOPS in profile * 8K

• Disk expansion can be carried out on the existing disk supplied with the VM model, or as an additional disk according to the customer's specification.
• Expansion of an existing disk must be done with the same IOPS profile as the disk has

SLA WC

1. Free support included according to the service description "Support"
2. Included, applies to the installation of security updates. Major version upgrade can be performed as Hourly Consulting Service on request.
3. Security, technical and version updates of the Customer's server and client software running in the Supplier's Data Centers, including up to 2 hours of work per case. Work beyond 2 hours is charged according to time spent in accordance with the service description for Time-based Consulting Services
4. Applies to Shared infrastructure and Shared services
5. 08:00 – 18:00 on working days

Customer Access

For the customer's own access for administration of their hosted VMs, named accounts are established that provide access via VPN with RDP or SSH. Each such access is granted in accordance with current prices and ordering procedures.

End Of Service Life (EOSL) WC

The EOSL Policy comes into force when a customer system is no longer supported by the manufacturer.

"End Of Service Life policy" defines processes and conditions that will be implemented in connection with the upcoming or past EOSL date from the Manufacturer.

VM will get a new SKU when VM is operated under the EOSL SLA.

EOSL SLA for VM on the Supplier's Common Platform

1. When switching to EOS SLA, the backup of VMs changes to pure crash consistent backup, i.e. interaction with applications such as AD, MSSQL, etc. is no longer supported.

Data storage

The customer's production data is stored in the same data center in which the VM runs on a daily basis.

Underlying virtualization platform is fault tolerant and redundant in terms of storage systems.

Backup data is stored as described in "Backup SLA"

Uptime guarantee

The supplier guarantees the Uptime Percentage in the Uptime Period calculated over the Calculation Period as stated in the SLA tables in this Service Description. Uptime is settled for services located in the Supplier's data centers for systems and equipment under the Supplier's control, including the Supplier's equipment that is in direct exchange with the Internet. Downtime is measured at various points in the Customer's solution as stated in the SLA, and excepted time is deducted from any downtime before the uptime rate is calculated.

Except time

Interruptions to operations due to the following events are considered exempt from time and are not covered by the uptime guarantee:

• Notified and agreed maintenance / downtime
• Delays due to the Customer not being able to answer whether the service works or not
• Downtime caused by errors due to the Customer or the Customer's subcontractors
• Downtime as defined in «Security SLA for Braathe Gruppens Services »
• Force majeure, including but not limited to:
  • Hacker attack
  • Crypt attack
  • DDoS attack
• Errors in public cloud services that affect access and functionality
• Errors in the Customer's systems, applications and associated databases etc., which are not due to errors in the Supplier's Services

Degraded service

Service that is fully or partially available, but operates with reduced or degraded performance and availability due to:

• Component failure or failure in a subsystem in a redundant/HA system
• Loss of data center due to Force Majeure event
• Ongoing manual or automatic failover

is considered up and is not included in the downtime calculation.

The supplier must without undue delay take all reasonable measures to correct errors in systems and bring a degraded service back to normal operation.

Failure of a large part of, or an entire Data Centre, could result in degradation of performance, functionality and capacity depending on how the Customer's solution is designed.

Calculation of Uptime

Calculation of uptime is based on the following formula:

Uptime in % =

((Total time in Calculation Period) – (Total net downtime in Calculation Period))/(Total time in Calculation Period)

The uptime guarantee covers equipment that has built-in redundancy and HA, and VM that runs on such equipment if this is specified in the SLA.

Individual errors in the Customer's applications, servers or in external cloud services may be experienced as downtime for users without being covered by the uptime guarantee. Such errors will nevertheless be classified with high priority cf. Service description for Support, and will normally be corrected within a short time.

Measurement and documentation of uptime

The supplier is responsible for monitoring and storing uptime information in accordance with the specified SLA. The supplier must store data regarding uptime for at least one year.

The customer can be sent statistics regarding uptime on request.

Violation of Uptime Guarantee - refund

In the event of a breach of the SLA, the Supplier will report the discrepancy and refund in accordance with the terms of the agreement.

Refunds under the uptime guarantee are settled according to the following matrix on the first invoice after the relevant Calculation Period.

Notice of change

Name change from previous "Service description Nettsky Infrastructure services from Braathe Gruppens Norwegian Data Centers (IaaS)" to "Service description IaaS from Braathe Cloud". A significant modernization of the Service Description has been made, including a transition to SLA tables.

Major changes to the Service are as stated here:

• General clarifications of the services and underlying conditions
• Conditions for delivery of VM under "Digital Workplace" have been moved here
• Network and Internet access and performance for VM are clarified
• IOPS categories and benefits have been adjusted and clarified
• Plus Monitoring has been removed
• Conditions for Uptime Guarantees have been adjusted
• Backup descriptions and conditions moved to a separate document "Service description Backup SLA" as previously informed and implemented.
• End Of Service Life SLA and reference to EOSL Policy added
• Clarification of data storage for production data