Cloud Exchange SLA and Reliability Guarantee

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Financially Backed SLA — 99.9%

LanCloud provides a financial guarantee that the Exchange email service will be available for at least 99.9% of the time each month. This guarantee covers not only the availability of our email servers, but the actual operation of the Exchange service — the ability to send and receive email and access calendars, contacts, tasks, address books, shared folders and other Exchange features.

If the email hosting service level specified in the agreement is not met, the customer is entitled to the following compensation as a percentage of the monthly service fee at the time of the service-level violation:

Actual Monthly Service Availability	Service Downtime per Month	Compensation
More than 99.9%	0 min. – 45 min.	0%
Less than 99.9%, but more than 99.0%	45 min. – 7 hours	25%
Less than 99.0%, but more than 95%	7 hours – 36 hours	50%
Less than 95.0%	> 36 hours	100%

Fully Fault-Tolerant Exchange Server Architecture

All Exchange servers hosting email databases are combined into fault-tolerant Database Availability Group (DAG) clusters. Each mailbox is stored simultaneously in one active and one passive database and is also replicated to a third backup database. As a result, mailbox data is stored in three copies.

The active, passive and backup databases are always located on different physical servers and storage systems. This protects mailboxes against hardware failures, including the simultaneous failure of two servers or storage systems.

Incoming email is received and processed by four antivirus and anti-spam protection servers located in the DMZ. The service continues to operate even if three of the four servers fail simultaneously. Every email undergoes three levels of antivirus scanning using three different antivirus engines: Kaspersky, ESET and CISCO ClamAV.

Fault tolerance for client access is provided by two reverse-proxy clusters with two servers in each cluster. The service remains operational even if two of the four servers fail simultaneously.

Contractually Guaranteed Exchange Performance

Each Exchange server has a 1 Gbps Internet connection. Each user can send and receive up to 10 emails per minute with attachments of up to 150 MB.

24/7 Support

24/7 technical support is provided for the email hosting service with a guaranteed response time of 15 minutes.

Order Exchange Server services from LanCloud and receive a financial service availability guarantee together with 24/7 technical support. Before ordering Cloud Exchange, you can use a free one-month trial period.

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