Update: November 21, 2025
Service Level Agreement (SLA)
Extravaganza Business Services Storage
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During the Term of the agreement under which Extravaganza Business Services has agreed to provide Extravaganza Business Services Storage to Customer (as applicable, the “Agreement”), the applicable Covered Service(s) will provide Monthly Uptime Percentage to Customer as follows (the “Service Level Objective” or “SLO”) in this agreement.
Service Level Objective
| Covered Service | Monthly Uptime Percentage |
|---|---|
| Knowledge Base Cloud Service | >= 99.9% |
If Extravaganza Business Services does not meet the SLO, and if Customer meets its obligations under this SLA, Customer will be eligible to receive the Financial Credit described below. This SLA states Customer’s sole and exclusive remedy for any failure by Extravaganza Business Services to meet the SLO. Capitalized terms used in this SLA, but not defined in this SLA, have the meaning set forth in this Agreement. If the Agreement authorizes the resale or supply of Extravaganza Business Services Cloud Services under an Extravaganza Business Services Cloud Services partner or reseller program, then all references to Customer in this SLA mean Partner or Reseller (as applicable), and any Financial Credit(s) will only apply for impacted Partner or Reseller order(s) under the Agreement.
Financial Credit
It means the following for the Covered Service (except as otherwise set forth below).
| Monthly Uptime Percentage | Percentage of monthly settlement for the applicable Covered Service(s) which does not meet SLO that will be credited to future monthly settlements of Customer account |
|---|---|
| 99.00% - < 99.9% | 10% |
| 95.00% - < 99.00% | 25% |
| < 95.00% | 50% |
Financial Credit Request
In order to receive any of the Financial Credits described above, Customer must notify Extravaganza Business Services technical support within thirty days from the time Customer becomes eligible to receive a Financial Credit (as a top up to Customer account). Failure to comply with this requirement will forfeit Customer’s right to receive a Financial Credit.
Maximum Financial Credit
The aggregate maximum number of Financial Credits to be issued by Extravaganza Business Services to Customer for any and all Downtime Periods that occurs in a single calendar month will not exceed 50% of the amount due by Customer for the applicable Covered Service for the applicable month. Financial Credit will be made in the form of a monetary credit applied to future use of the Service (as a top up to Customer account) and will be applied within 60 days after the Financial Credit was requested.
SLA Measurement
SLA measurement occurs monthly and is performed within the service provider’s cloud environment using tools provided by the service provider. SLA measurement does not occur at the Customer (end-user) environment level.
SLA Executions
The SLA does not apply to any:
- Features or Services designated as Alpha or Beta (unless otherwise set forth in the associated Agreement).
- Features or Services excluded from the SLA (in the associated Agreement).
- Errors caused by factors outside of Extravaganza Business Services’s reasonable control.
- Errors that resulted from Customer’s software or hardware or third party software or hardware, or both.
- Errors that resulted from abuses or other behaviors that violate the Agreement.
- Errors that resulted from quotas listed in the Cloud Management console.
Definitions
Covered Service means Storage.
Downtime means average latency of greater than ten seconds. Downtime is measured based on server side error rate.
Downtime Period means a period of ten consecutive minutes of Downtime. Intermittent Downtime for a period of less than ten minutes will not be counted towards any Downtime Periods.
Monthly Uptime Percentage means total number of minutes in a calendar month minus the number of minutes of Downtime suffered from all Downtime Periods in a calendar month, divided by the total number of minutes in a calendar month.
Scheduled Downtime means those times where Extravaganza Business Services notifies Customers of periods of Downtime five days before the commencement of such Downtime. There will be no more than twelve hours of Scheduled Downtime per calendar year. Scheduled Downtime is not considered Downtime for purposes of this Knowledge Base Cloud SLA, and will not be counted towards any Downtime Periods.
Security Measures
Data Centers.
Infrastructure. Extravaganza Business Services stores all production data in physically secure data centers.
Redundancy. Infrastructure systems have been designed to eliminate single point of failure and minimize the imact of anticipated environmental risks. Dual circuits, switches, networks or other necessary devices help provide this redundancy. The Services are designed to allow Extravaganza Business Services to perform certain types of preventative and corrective maintenance without interruption.
Power. The data center electrical power systems are designed to be redundant and maintainable without impact to continuous operations, 24 hours a day, 7 days a week. In most cases, a primary as well as an alternate power source, each with equal capacity, is provided for critical infrastructure components in the data center. Backup power is provided by various mechanisms such as uninterruptible power supplies (UPS) batteries, which supply consistently reliable power protection during utility brownouts, blackouts, over voltage, under voltage, and out-of-power to the data center, at full capacity, for up to 10 minutes to protect the critical environment.
Server Operating Systems. Extravaganza Business Services servers use a Linux based implementation. Data is stored using proprietary algorithms to augment data security and redundancy.
Security. Extravaganza Business Services uses industry best practices to secure customer’s data including strong encryption algorithms and SELinux policies to control access to servers resources.
Code Quality. Extravaganza Business Services employs a code review process to increase the security of the code used to provide the Services and enhance the security products in production environments.
Business Continuity. Extravaganza Business Services has designed and regularly plans and tests its business continuity planning/disaster recovery programs.
Networks and Transmission.
Data Transmission. Extravaganza Business Services transfers data via Internet standard protocols.
External Attack Surface. Extravaganza Business Services employs multiple layers of network devices and intrusion detection to protect its external attack surface. Extravaganza Business Services considers potential attack vectors and incorporates appropriate purpose built technologies into external facing systems.
Intrusion Detection. Intrusion detection is intended to provide insight into ongoing attack activities and provide adequate information to respond to incidents. Extravaganza Business Services’s intrusion detection involves:
- Tightly controlling the size and make-up of Extravaganza Business Services’s attack surface through preventative measures.
- Employing intelligent detection controls at data entry points.
- Employing technologies that automatically remedy certain dangerous situations.
Incident Response. Extravaganza Business Services monitors a variety of communication channels for security incidents, and Extravaganza Business Services’s security personnel will react promptly to known incidents.
Encryption Technologies. Extravaganza Business Services makes HTTPS encryption (also referred to as SSL or TLS connection) as well as VPN available. Extravaganza Business Services support ephemeral elliptic curve Diffie-Hellman cryptographic key exchange signed with RSA and ECDSA. These perfect forward secrecy (PFS) methods help protect traffic and minimize the impact of compromised key, or a cryptographic breakthrough.
Access.
Internal Data Access Processes and Policies. Extravaganza Business Services’s internal data access processes and policies are designed to prevent unauthorized persons and systems from gaining access to systems used to process Customer/Partner Data. Extravaganza Business Services designs its systems to:
- Only allow authorized persons to access data they are authorized to access.
- Ensure the Customer/Partner Data cannot be read, copied, altered or removed without authorization during processing, use and after recording.
The systems are designed to detect any inappropriate access. Extravaganza Business Services emplys a centralized access management system to control personnel access to production servers, and only provides access to a limited number of authorized personnel. Extravaganza Business Services’s authentication and authorization systems utilize SSH certificates and security keys, and are designed to provide Extravaganza Business Services with secure and flexible access mechanisms. These mechanisms are designed to grant only approved access rights to site hosts, logs, data, and configuration information. Extravaganza Business Services requires the use of unique user IDs, strong passwords, two factor authentication and carefully monitored access lists to minimize the potential for unauthorized account use. The granting or modification of access rights is based on:
- The authorized personnel’s job responsibilities.
- Job duty requirements necessary to perform authorized tasks.
- Need to know basis.
The granting or modification of access rights must also be in accordance with Extravaganza Business Services’s internal data access policies and training. Approvals are managed by workflow tools that maintain audit records of all changes. Access to systems is logged to create an audit trail for accountability. Where passwords are employed for authentication, password policies that follow at least industry standard practices are implemented. These standards include restrictions on password reuse and sufficient password strength.
Data.
Data Storage, Isolation and Logging. Extravaganza Business Services stores data in multi-tenant environment. Extravaganza Business Services replicates Customer/Partner Data between multiple geographically dispersed data storages. Extravaganza Business Services also logically isolates Customer/Partner Data. Customer/Partner will be given control over specific data sharing policies. Those policies, in accordance with the functionality of the Services, will enable Customer/Partner to determine the product sharing settings applicable to Customer/Partner End Users for specific purposes.
Decommissioned Disks and Disk Erase Policy. Disks containing data may experience performance issues, errors or hardware failure that lead them to be decommissioned. Every decommissioned disk is subject to a series of data destruction processes before leaving Extravaganza Business Services’s premises either for reuse or destruction. Decomissioned Disks are erased in a multi-step process. The erase results are logged by the decommissioned disk’s serial number for tracking. Finally, the erased decommissioned disk is released to inventory for reuse and redeployment. If, due to hardware failure, the decommissioned disk cannot be erased, it is securely stored until it can be destroyed. Each facility is audited regularly to monitor compliance with the disk erase policy.
Protection and Recovery. Max acceptable time to restore customer’s data after an outage is 1 day. Max acceptable data loss is 1 day. Customer/Partner Data is backed up daily, unless otherwise agreed.
Personnel Security.
Extravaganza Business Services personnel are required to conduct themselves in a manner consistent with the company’s guidelines regarding confidentiality, business ethics, appropriate usage, and professional standards. Extravaganza Business Services conducts reasonably appropriate background checks to the extent legally permissible and in accordance with applicable local labor law and statutory regulations.
Extravaganza Business Services personnel are required to execute a confidentiality agreement and must acknowledge receipt of, and compliance with, Extravaganza Business Services’s confidentiality and privacy policies. Personnel are provided with security training. Personnel handling Customer/Partner Data are required to complete additional requirements appropriate to their role (e.g. certifications). Extravaganza Business Services’s personnel will not process Customer/Partner Data without authorization.
Subprocessor Security.
Before onboarding Subprocessors, Extravaganza Business Services conducts an audit of the security and privacy practices of Subprocessors to ensure Subprocessors provide a level of security and privacy appropriate to their access to data and the scope of the services they are engaged to provide. Once Extravaganza Business Services has assessed the risks presented by the Subprocessor, then the Suprocessor is required to enter into appropriate security, confidentiality and privacy contract terms.
Changes to Service Level Agreement
Extravaganza Business Services may update this Service Level Agreement from time to time. When Extravaganza Business Services does, Extravaganza Business Services will publish an updated version and effective date on this page, unless another type of notice is required by applicable law. By continuing to use Extravaganza Business Services websites, products and services after a revision takes effect, it is considered that users have read and understand the changes.
Previous versions of the Service Level Agreement are available Storage SLA previous versions.
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