CFTS Documentation

Infrastructure SLA

1. Purpose

This Service Level Agreement (“SLA”) defines the infrastructure availability commitments applicable to CFTS-hosted services.

This SLA applies only to infrastructure and systems directly owned and operated by CFTS within the CFTS-managed hosting environment.

2. Scope

This SLA applies to:

  • Hosted compute infrastructure
  • Virtualisation platforms
  • Internal storage systems
  • Internal datacentre networking
  • Power systems within the hosted environment

This SLA does not apply to:

  • Public internet conditions
  • Third-party transit providers
  • DNS or CDN providers
  • Customer-managed software or operating systems
  • Customer applications
  • Customer ISP connectivity
  • External SaaS platforms
  • Events outside the operational control of CFTS

3. Availability Commitment

CFTS commits to a monthly infrastructure availability target of:

99% Monthly Availability

While infrastructure has historically exceeded this target, the contractual service commitment remains 99% availability per calendar month.

4. Availability Measurement

Availability is measured based on the operational status of the CFTS-managed infrastructure platform.

Infrastructure is considered available where:

  • Virtualisation infrastructure is operational
  • Internal storage systems are operational
  • Internal network infrastructure is operational
  • Hosted systems remain reachable within the CFTS-controlled environment

Application-level functionality is not included unless explicitly covered under a managed services agreement.

5. Exclusions

The following are excluded from SLA calculations:

  • Scheduled maintenance
  • Emergency maintenance required to preserve infrastructure stability or security
  • Public internet instability
  • Upstream provider failures
  • Customer software issues
  • Customer misconfiguration
  • DDoS or malicious attacks outside contracted mitigation services
  • Third-party platform outages
  • Force majeure events
  • Suspension related to payment or policy violations

6. Scheduled Maintenance

CFTS may perform planned maintenance to maintain platform reliability and security.

Where practical, advance notice will be provided.

Scheduled maintenance windows are excluded from uptime calculations.

7. Incident Response Targets

The following response targets apply during standard operational support periods.

Severity Description Target Response
Critical Complete infrastructure outage 1 hour
Major Significant service degradation 4 hours
Standard Non-critical operational issue Next business day

Response targets refer to acknowledgement and engagement, not guaranteed resolution time.

8. Service Credits

Where monthly availability falls below the SLA target, clients may request service credits.

Monthly Availability Service Credit
Below 99% 5% of monthly service fee
Below 95% 10% of monthly service fee

Service credits: - Apply only to the affected service - Represent the sole financial remedy under this SLA - Cannot exceed the monthly fee for the affected service

Credit requests must be submitted within 14 days of the relevant incident.

9. Managed vs Unmanaged Services

Unless explicitly contracted otherwise, services are provided as unmanaged infrastructure services.

Under unmanaged services:

  • Clients are responsible for operating systems and applications
  • Clients are responsible for software maintenance and configuration
  • Application availability is outside the scope of this SLA

Additional commitments may apply under separate managed services agreements.

10. Backup and Recovery

Backup services are only provided where explicitly contracted.

Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO) depend on the applicable backup configuration and service design.

Unless otherwise agreed:

  • Backup orchestration does not guarantee application consistency
  • Clients remain responsible for validating recovered systems and data

11. Force Majeure

CFTS shall not be liable for service impacts resulting from events outside reasonable operational control, including:

  • Utility or grid instability
  • National infrastructure disruption
  • Natural disasters
  • Government action
  • Civil unrest
  • Major upstream network failure

CFTS will make reasonable efforts to minimise disruption and restore services where possible.

12. Governing Terms

This SLA operates alongside the applicable CFTS Terms of Service and service agreement.

Where conflicts exist, the specific service agreement takes precedence.