Service Availability - IFM io-key Operating Instructions Manual

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14.5

Service availability

Content
Excluded downtime ................................................................................................................................30
Restrictions .............................................................................................................................................30
Changes .................................................................................................................................................31
The minimum availability is usually 99.0% of the annual average for the ifm cloud, in combination with
the mobile radio services at AIK001. The stated availability is subject to external disturbances or
failures of the mobile network, maintenance work and force majeure.
System availability in percentage terms is calculated as follows:
•
System availability = (total number of minutes per month - downtime) / total number of minutes per
month
Definitions:
•
"Downtime" means the total number of minutes per month during which the ifm.cloud is not
available The "Excluded downtime" (→
downtime.
•
"Month" indicates a calendar month.
•
The "total number of minutes in the month" is collected 24 hours, seven days a week, within one
month.
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14.5.1 Excluded downtime
The excluded downtime is the total number of minutes per month attributable to the following:
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downtime for maintenance work
OR
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other scheduled downtime of which the customer and the user have been notified at least five
working days in advance
OR
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periods of unavailability due to factors beyond ifm's control, e.g. due to unforeseeable events that
could not have been prevented even with reasonable care.
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14.5.2 Restrictions
Performance or availability problems are excepted from this:
•
if they are due to factors beyond ifm's control (e.g. natural disasters, war, acts of terrorism,
government measures or network or equipment failures outside the provider's computer centres,
including those at the customer's location or between the customer's location and the provider's
computer centres)
•
if they result from the use of hardware, software or services that are not provided by ifm, including
issues attributable to insufficient bandwidth
•
if they can be traced back in connection to the use of a preview, preliminary version, beta version
or test version of a service, a function or software which are attributable to unauthorised use or
failure to observe security measures, in particular by employees, vicarious agents or contractors of
the customer or by persons who have passwords of the customer or who are given access to ifm
cloud services via devices of the customer, or which are otherwise attributable to the fact that the
corresponding security measures have not been observed
•
if the problems occur because the customer fails to adhere to the required configurations, uses
unsupported platforms or uses a service in a manner incompatible with the functions of the service
30
Excluded downtime (→ S. 30)) will not be counted as
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