Splunk Cloud Service Level Agreement

Splunk Cloud Service Level Agreement: What You Need to Know

If you`re using Splunk Cloud, you may be wondering what kind of service level agreement (SLA) you can expect. An SLA is a contract between a service provider and a customer that outlines the level of service that will be provided. This article will explain the key aspects of the Splunk Cloud SLA and what you need to know.

Availability

One of the most important aspects of the Splunk Cloud SLA is availability. Splunk guarantees that its service will be available 99.9% of the time. This means that the service can only be down for a maximum of 8.76 hours per year. If Splunk fails to meet this requirement, customers may be eligible for service credits.

Service Credits

Service credits are a form of compensation that Splunk may offer to customers if it fails to meet its SLA requirements. The amount of service credits that a customer can receive depends on the level of downtime they experienced. For example, if the service is down for less than 60 minutes in a month, customers are not eligible for service credits. However, if the service is down for more than 60 minutes in a month, customers may be eligible for a 10% service credit.

Response Time

Another important aspect of the Splunk Cloud SLA is response time. Splunk guarantees that it will respond to customer support requests within one hour. However, this response time guarantee only applies to critical issues. Non-critical issues may take longer to respond to, depending on their severity.

Data Recovery

Data recovery is a critical concern for many customers using a cloud service. Splunk guarantees that it will recover customer data within 24 hours in the event of a disaster. However, it`s important to note that this guarantee only applies to data that is stored in Splunk Cloud, not data that is stored on a customer`s own infrastructure or in a third-party cloud service.

Conclusion

The Splunk Cloud SLA is an important contract between Splunk and its customers. It outlines the level of service that customers can expect, including availability, response time, service credits, and data recovery. If you`re using Splunk Cloud, it`s important to understand the SLA and what it means for your business. By doing so, you can ensure that you`re getting the level of service that you need to run your business effectively.