Service Level Objectives (SLO)
Effective Date: November 9, 2022
1. Anyware Manager as a Service is designed for scalability, resiliency and high availability. This Service Level Objective (“SLO”) applies only to Anyware Manager as a Service operating on the Azure Public Cloud. The SLO is Teradici’s commitment of Anyware Manager as a Service availability to establish Remote Anyware Sessions. Existing Anyware sessions do not depend on Anyware Manager as a Service so they will continue to function if Anyware Manager as a Service experiences an outage.
2. Session Establishment
a. Teradici’s SLO for Anyware Manager as a Service is to maintain at least a 99.5% availability for Session Establishment measured over a month long period. Monthly Availability is measured as the percentage of minutes of Unavailability per month subtracted from 100%. Unavailable minutes do not include Session Establishment Failures that are the resulting from issues outside the control of Anyware Manager as a Service, the exclusions include the following:
i. Scheduled maintenance windows, defined as a maintenance window that was provided at least 7 days advance notice on the Anyware Manager Status Portal. Customers can subscribe to email notifications from the status portal. The maximum total maintenance window hours allowed in a single monthly period is 5 hours. Any maintenance beyond 5 hours per month will counted as Unavailable minutes.
ii. Solution components not meeting the compatibility and support policy, found here.
iii. Session Establishment failures caused by components not managed by Teradici including, but not limited to, Customer controlled network and network equipment; Customer controlled on-premises physical and virtual machines; Customer Public Cloud virtual machines; Expiry or Modification of Customer service accounts preventing management of physical or virtual resources; Customer changes preventing Identification or Authentication of Users; Customer defined security settings; Customer defined group policies or other configuration policies; Internet Service Provider failures.
iv. Some components may require licenses to become active in a session. Session Establishment failures due to missing or expired licenses do not contribute to Unavailable minutes.
v. Customer’s failure to comply with appropriate security practices.
b. Successful session establishment typically succeeds in less than 10 seconds, however success can take up to 60 seconds in some cases.
c. Session establishment includes situations where virtual workstation resources need to be restarted and may require the user to try again after a short period of time. This is also counted as successful.
3. Activity Log
a. Teradici's SLO for the Activity Log on Anyware Manager as a Service is to maintain a 99.5% log write success measured over a month long period. Write success is measured as a percentage of successful and failed logging operations at the point where an operation to Anyware Manager as a Service has been successfully received.
b. Activity log contents are maintained within Anyware Manager as a Service for up to 7 days after which they are deleted.
c. Activity log contents are stored in long term storage for up to 2 years after which they are deleted.
4. No Service Level Objective is offered for Technology Previews or Beta channel subscription to Anyware Manager as a Service. Nor is any SLO offered to customers trialing or evaluating Anyware Manager as a Service, or any customer that has less than 10 active Anyware Manager licenses or less than 500 Sessions in the monthly SLO period.