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 SecondSite? 

SecondSite provides real-time replication between your on-premise virtualised environment and Zettagrid. It supports your disaster recovery and business continuity plans by keeping part or all of your virtual environment synchronised with Zettagrid, enabling real-time failover and failback with low recovery point objectives (RPO).

Each license allocates storage for both the replica VM and journal retention (1 license = 1 TB for 1 VM used storage plus journals).

You can purchase additional storage in 1TB blocks per replica VM to support larger VMs or longer journal retention.

Storage and licensing cannot be pooled across replica VMs.

Additional charges apply if you require SecondSite Interzone or professional services.

SecondSite requires a virtual appliance installed 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 performance.

SecondSite Interzone 

SecondSite Interzone lets customers within Zettagrid replicate their VDC to another Zettagrid Zone (e.g., Sydney to Melbourne). It incurs an additional fee on top of the basic SecondSite. Normal VDC usage charges apply for active resources (CPU, RAM, Storage).

Each Interzone subscription includes up to 100Mbit bandwidth between zones. Assess your RPOs and RTOs based on this link speed.

Journal Retention 

Journals let you restore protected VMs to any point within the specified retention period. Retaining more journals provides more granular restore points during a DR event.

You can store more journals by changing the “Service Profile” via the Zerto console for the corresponding Virtual Protection Group (VPG).

Each SecondSite license includes 1TB storage for the VM and journals. You can purchase additional storage as needed. Storage use is audited weekly and automatically upgraded in 1TB increments if your usage exceeds purchased storage. Downgrading retention deletes journals outside the new retention window.

RPO Alerting 

When selecting a “Service Profile,” you can choose how often to receive email alerts for RPO breaches. There is no extra charge for setting a lower threshold.

Disaster Events 

If a disaster occurs, you can failover to Zettagrid. Ensure your DR plan considers possible scenarios. If your primary site is lost, plan how your organisation will use Zettagrid SecondSite. Your DR plan may need communication and firewall change processes to allow access to Zettagrid.

You can trigger failover to Zettagrid via the internet through your SecondSite portal, 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 SecondSite fee.

Unless you purchase professional services, Zettagrid’s responsibilities during live failover are limited to powering up VMs in a Zettagrid VDC and helping connect your VM/VDC to the correct network. Network and other configurations are chargeable professional services.

Responsibilities 

SecondSite does not replace a full DR plan. You must develop and provide your own DR plan. Zettagrid uses this plan to scope SecondSite implementation.

We recommend trained technical staff implement and maintain SecondSite. If you lack technical staff, Zettagrid can recommend a certified IT integrator to manage it. The table below outlines basic responsibilities.

Zettagrid offers chargeable Professional Services to deliver these activities as a managed service or on an ad-hoc basis.

Onboarding

Our free onboarding services cover establishing the first successful VM replication for your SecondSite subscription. Additional onboarding services via chargable Professional Services.

Bandwidth Sizing Tool

Wide Area Network bandwidth often limits replication. Zettagrid supports customers who run the Zerto WAN Sizing Tool, which identifies the bandwidth needed to replicate your VMs into Zettagrid. If your bandwidth is insufficient, Zettagrid cannot support your SecondSite configuration. This tool is available on https://support.zettagrid.com.

Test failover and failback tests

SecondSite lets you test your infrastructure recovery plans in an isolated environment. We recommend regular testing of your plan.

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

Initiating a Test Failover from MyAccount or ZVM creates a temporary Virtual Data Centre, allowing you to test your VMs in isolation per your DR plans. After testing, the temporary VDC is removed.

After a Test Failover, SecondSite provides the recovery time—from initiating the test to presenting your VM in the temporary VDC—so you can verify if you meet your Recovery Time Objective (RTO) in your BC and DR plans.

A TEST Failover may affect the performance of your SecondSite VM replication.

Zettagrid may halt a Test Failover if you:

• Exceed the agreed frequency or duration;

• Misuse the service

Unless you purchase professional services, Zettagrid's role during a Test Failover is limited to powering up VMs in a Zettagrid VDC and helping connect your VM/VDC to the correct network. Network and other configuration are chargeable professional services.

Application upgrades

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

Zettagrid will provide 30 days’ notice before implementing an upgrade in our environment.

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

Data corruption

Zettagrid SecondSite copies your virtual machine exactly. If the source VM (server or desktop) is corrupted or misconfigured, the restored VM will have the same issues. You are responsible for your VM's correct version and configuration.

Data retention upon journal changes

Reducing your Journal Retention period (e.g., from 7 to 3 days) immediately removes journal data beyond the new retention period.

Data retention upon cancellation

After service cancellation, the SecondSite virtual environment becomes unavailable. Data will be destroyed within 30 days.

Service Level Target (Excluding Maintenance Windows) 

99.99% 

Service Level Rebates 

This service is eligible for service rebates as per the General Terms and Conditions. These rebates apply to SecondSite services only. For example, Ethernet services have separate service levels.