Service Levels

Learn more about the efforts that Strivacity makes to ensure that we can deliver on our service commitment to our customers.

Our Service Commitment

Strivacity makes all commercially reasonable efforts to ensure that Strivacity Fusion is running with a Monthly Uptime Percentage of at least 99.99% during any month, subject to any SLA Exclusions.

What do we define as an Outage?

An outage is when a component of Strivacity Fusion reaches or goes below a specific condition.

Definition of Component

  • REST API

  • A Hosted Page (which is any customer-facing component hosted by Strivacity)

  • Admin Console

  • An Identity Store

  • A Database

Definition of Conditions

  • Unavailable/Offline

    • Includes cloud software and datastore, on-premises connectors but not on-premises customer datastore

  • Response times greater than 1000ms for a sustained period of 5 minutes for API’s

  • Response times greater than 3000ms for a sustained period of 5 minutes for any user interface

Definition of Availability

This means that Strivacity components are no longer running or are not reachable due to Strivacity’s fault. This excludes members of a tenant/cluster/region where the service as a whole is running and reachable. i.e any failover is working and still providing “Availability”.

Maintenance

Scheduled downtime windows do not count towards the availability metrics.

This is the scheduled unavailability of Strivacity Fusion. It's the time that Strivacity has scheduled at least 48 hours in advance with full notification to those impacted that this is going to happen. This scheduled downtime is usually outside of an impact window or a working window based on the our customers using the service, usually in a given timezone.

SLA Exclusions

The Service Commitment does not apply to any Unavailability caused by;

  1. The suspension of a customers account with Strivacity

  2. Caused by any factors outside of Strivacity’s immediate control including;

    • A force majeure event

    • Internet Access to hosting partner (e.g. AWS)

    • Any problems beyond the demarcation point of the Strivacity network, e.g. a DNS outage or DNS DDOS attack

  3. Any Maintenance (per the definition of Maintenance above).