1. The Agreement 

The Parties 

Zettagrid and the Customer (an entity subscribing to Zettagrid cloud services) agree that by accessing Zettagrid cloud services, you ("The Customer", "you", "your") accept the terms and conditions in the Standard Form of Agreement.

What is a Service Description? 

The Zettagrid Service Description details specific terms for each Zettagrid offering. It forms part of our Standard Form of Agreement (SFOA), which includes:

• General Terms and Conditions

• Service Descriptions 

• Website Pricing Schedule or Executed Zettagrid Proposal 

2. Service Description 

What is vCloud Availability?

Zettagrid vCloud Availability (vCAV) is an infrastructure solution providing real-time replication between your on-premise virtualised environment and Zettagrid. It forms part of your disaster recovery and business continuity plan, keeping part or all of your virtual environment synchronised in Zettagrid and enabling real-time failover and failback with low recovery point objectives (RPO).

vCloud Availability requires installing a virtual appliance in your environment with hypervisor access. This appliance captures IO as it writes to disk and replicates it to the Zettagrid Disaster Recovery (DR) site without affecting production site performance.

Journal Retention

vCloud Availability subscriptions include up to 24 snapshots configurable by day, week, month, or year retention. This lets customers restore a protected VM to any point within the snapshot retention period.

RPO Alerting

Monitor RPO alerts on your local VMware vCenter. Zettagrid does not send email alerts for this service.

Disaster Events

In a disaster, you can failover to Zettagrid. Ensure your DR plan covers possible scenarios. If your primary site is lost, plan how your organisation will access the Zettagrid vCloud Availability environment. Your DR plan may need communication and firewall change processes to allow access.

Trigger failover by accessing your vCloud Director portal online, which remains live regardless of your primary site's accessibility.

During failover, you pay for full resource usage (CPU, RAM, Storage) plus the monthly Per VM vCloud Availability fee.

Without professional services, Zettagrid's role during live failover is limited to powering up VMs in a Zettagrid VDC and assisting network connection. Network and other configurations are chargeable professional services.

Responsibilities

vCloud Availability does not replace a full DR plan. You must develop your own DR plan, which Zettagrid uses to scope vCloud Availability implementation.

We recommend implementation and maintenance by trained technical staff. If unavailable, Zettagrid can recommend a certified IT integrator. The table below outlines basic responsibilities.

Zettagrid offers chargeable professional services to deliver these activities as managed services or on an ad-hoc basis.

Onboarding

Our free onboarding service establishes the first successful VM replication for your vCloud Availability subscription. Additional onboarding services cost $150/hr ex GST.

Test Failovers

vCloud Availability lets you test your infrastructure recovery plans in an isolated environment. We recommend regular testing.

Each service includes 24 hours of free failover testing every 90 days from your first successful replication. Unused free testing does not roll over. Additional testing is charged based on RAM and CPU usage at normal VDC rates.

Initiating a Test Failover from vCloud Director creates a temporary Virtual Data Centre for testing your VMs per your DR plans. After testing, this temporary VDC is removed.

After a Test Failover, vCloud Availability provides recovery time (from initiating the test failover to VM presentation in the temporary VDC), helping you assess if you meet your Recovery Time Objective (RTO).

A Test Failover may affect your vCloud Availability VM replication performance.

Zettagrid may halt a Test Failover if you:

• Exceed the agreed frequency or duration

• Misuse the service

Without Professional Services, Zettagrid's role during a Test Failover is limited to powering up VMs in a Zettagrid VDC and assisting network connection. Network and other configurations are chargeable professional services.

Application Upgrades

The vCloud Availability appliance software at your location upgrades every three to six months. The upgrade process is demonstrated during onboarding. You must perform the upgrade at your cost. It is unobtrusive to production and takes about 30 minutes.

Zettagrid provides 30 days’ notice before implementing upgrades in our environment.

You must maintain the appliance software within two dot releases of the Zettagrid version to continue vCloud Availability operation.

Data Corruption

Zettagrid vCloud Availability copies your virtual machine exactly. If the source VM is corrupted or misconfigured, the restored VM will reflect that. You are solely responsible for your VM's correct version and configuration.

Data Retention Upon Cancellation

Upon service cancellation, the vCloud Availability virtual environment becomes unavailable. Data will be destroyed within 30 days.

Service Level Target (Excluding Maintenance Windows)

99.99%

Service Level Rebates 

This service qualifies for rebates when unavailable under the General Terms and Conditions. These rebates apply to vCloud Availability services only. For example, Ethernet services have separate service levels.