MODX Cloud reserves the right to modify this ALS at any time and without notice. You can use the current ALS on modx.com/policy/modx-cloud-sla In a way, alS sets expectations for both parties and acts as a roadmap for changes in the cloud service – both expected changes and surprises. Just as any IT project would have a roadmap with clearly defined delivery elements, alS is just as important to working with cloud infrastructure. This raises the question during the trip: what should be in ALS? In the event that MODX Cloud does not meet the above warranty (with the exception of service maintenance during the windows described in section 3D and downtime due to section 3 or 3f), MODX Cloud reimburses 5% of the customer`s monthly service charge for every 30 (30) minutes of network shutdown, which lives up to 100% of the monthly service charge for the services concerned (« SLA Credits »). The next step is to assess the criticality of the cloud service and associated data when a set of criteria is defined. Almost all computer systems can be made extremely reliable, but the costs can be too high. Not all systems need the same reliability as NASA for space shuttles, and few have been able to pay the costs. An SLA evaluation process should be conducted for each new cloud service. However, ALS is a living agreement and, as services change, ALS should be reassessed. Incident reports are processed through our Zendesk customer support system in support.modx.com/. This allows you to access all current and historical notes on your account, both open and closed. We prioritize tickets by gravity and deal with issues where a website is totally unavailable before tickets where a site is slow and these before any general questions about our service or general advice. Who is your data in the cloud? This issue prevents many companies from making the leap into the cloud, especially when they take sensitive data into account.
AN ALS should clarify its data ownership policies so that everything is transparent and clear. Ideally, an ALS should indicate that all property rights remain in the hands of the user. However, if the provider does not explicitly state its data ownership policies in ALS, you cannot guarantee the security of your information. This service level agreement (« SLA ») between MODX Systems LLC (« MODX Cloud ») and the user (« customer ») of MODX Cloud`s services (« Services ») defines the terms of service level and is an integral part of the agreement.