This Service Level Agreement (“SLA”) is a commitment of GREENNODE PTE. LTD. (“GREENNODE”) to clients and service users of GREENNODE, and is considered as a commitment on service quality, to ensure benefits for all Clients.
This SLA applies to the following types of services of GREENNODE (the “GREENNODE Services”):

  • Bare Metal (GPU node / Host Server).
  • GPU instance (Platform as a Service).
  • High Performance Storage.
  • Network (Internet Connection).

ARTICLE 1. DEFINITION

  • “Services”: is Bare Metal Services.
  • “Client”/ “Service User”: means any individual or organization using GREENNODE's Services.
  • “Monthly Availability Percentage”: has the meaning in Article 2.1 below.
  • “Unavailability”: has the meaning in Article 3.1 below.
  • “Periodic System Maintenance”: has the meaning in Article 4 below.
  • “Service Credit”: has the meaning in Article 2.2 below.
  • Other definition which is not defined under this SLA shall have the same meanings in the Service Agreement, the Term of Use as prescribed by GREENNODE from time to time.

ARTICLE 2. LEVEL COMMITMENT AND SERVICE CREDITS

  • Monthly Availability Commitment

    GREENNODE defines the below service levels according to the practical situation and manage efforts to ensure that each class of GREENNODE Services identified below is "Available" during a given calendar month equal to the "Monthly Availability Percentage" for such GREENNODE Services as set forth in the table below. In the event any of the GREENNODE Services do not meet the Monthly Availability Percentage, the Client will be eligible to receive a Service Credit as described below.

    GREENNODE Services CommitmentMonthly Availability PercentageTime Equivalent (in aggregate)
    Bare-metal Server (GPU node)99%Equivalent to 7 hours 14 minutes 41 seconds
    GPU instance (Platform as a Service) 99%Equivalent to 7 hours 14 minutes 41 seconds
    High Performance Storage99.5%Equivalent to 3 hours 37 minutes 21 seconds
    Network (Internet Connection)99.5%Equivalent to 3 hours 37 minutes 21 seconds

    "Monthly Availability Percentage" is calculated by subtracting from 100% the percentage of minutes during the calendar month in which any type of GREENNODE Service was Unavailable.

    Monthly Availability Percentage measurements exclude Unavailability resulting directly or indirectly from any Unavailability Exclusion (as defined below).

  • Service Credits
    • General. Service Credits are calculated as a percentage of the total Service Fees paid by the Customer (excluding one-time payments) for the each GREENNODE Service for the calendar month in which the Unavailability occurred in accordance with the schedule below. Service Credits could only be off-set towards GREENNODE Services Fee as agreed by the Parties.

    • Service Credit. If the GREENNODE Service fails to meet the Monthly Availability Percentage and subject to the Unavailability and Exclusions under Article 3 below, the Client shall be entitled to a Service Credit applicable to each type of GREENNODE Services, which equal to a percentage (per unit) of the total monthly invoiced amount payable by the Client. Detailed Service Credit (with percentage per unit) applicable to each type of GREEN Services are as follows:

      GREENNODE Services CommitmentMonthly Availability PercentageService Credit (percentage per unit)
      Bare-metal Server (GPU node)Less than 99%5%
      GPU instance (Platform as a Service)Less than 99%5%
      High Performance StorageLess than 99.5%5%
      Network (Internet Connection)Less than 99.5%5%

       

ARTICLE 3. UNAVAILABILITY AND EXCLUSIONS

  • Unavailability Definition:

    "Unavailability" or "Unavailable" for GREENNODE Services means one of the following:

    • For GPU Node (Host Server): loss of access to one or more of the Host Servers provided to the Client due to a breakdown or a malfunction of any hardware parts related to H100 GPUs inside these Host Servers. Devaluation of the performance of the infrastructure without loss of access to a Host Server shall not constitute Unavailability, even in cases where a reduction in infrastructure performance levels is observed. If a Host Server is rebooted by the Client or due to scheduled and communicated maintenance, the availability of the Host Servers will resume monitoring thirty (30) minutes after the reboot.
    • For Storage Resources: Access is not possible to Storage Resources (including additional NFS Datastores), due to a fault with or downtime of the Storage Resources. Downtime and faults that do not prevent access to Host Servers shall not be considered Unavailability.
    • For Network and connectivity: loss of access to the Host Servers and/or Data Stores due to a breakdown or a malfunction of the network equipment or connectivity. Breakdowns and/or malfunctions of the network equipment or connectivity which do not impact on the ability to access Host Servers and Data Stores do not constitute Unavailability, even where there is a noticeable reduction in performance levels.

  • Unavailability Exclusion:

    The Client agrees that GREENNODE shall not be responsible for any inaccess, suspension or interruption of Services in the following cases, and each "Unavailability Exclusion" below will be excluded from any time-based calculations related to any type of GREENNODE Services being Unavailable:

    • The Service is inaccessible due to the fault of Clients, users and/or third party such as: expired domain name, Domain Name Server error (DNS), misconfiguration, operating system error, computer virus, spyware, unavailable Client’s network service, iptables system, firewall, etc.
    • The Service is blocked because the content(s), file(s) Client stores on GREENNODE’s system violate the Laws, is accused of intellectual property infringement and/or other GREENNODE’s regulations; Client’s use of source code affects GREENNODE’s system; Client does not make payment for the service fee for GREENNODE.
    • Illegal access to other services which are not managed by Client.
    • The Service is inaccessible because Client’s use of the service is not in accordance with the standard recommended by GREENNODE.
    • Due to Client’s request to stop the system.
    • The Service is inaccessible due to errors from Client’s devices.
    • The Service is inaccessible due to Force Majeure Event.
    • When Client uses the sources/services of GREENNODE to attack other systems and is detected, GREENNODE will notify to stop the service (for example: DDOS, intentional attack, virus distribution).
    • Service is suspended because the Client does not pay the Services fee.
    • Service is interrupted due to the Periodic System Maintenance, which has been notified to the Client in advance.
    • The Service is inaccessible, suspended, or interrupted due to further reasons as follows:
      • factors outside of GREENNODE’s reasonable control;
      • Clients’ software or hardware or third party software or hardware, or both;
      • abuses or other behaviors that violate the Agreement;
      • Clients’ acts or omissions (including reboots/shutdown of a Covered Server, system misconfigurations, or lost credentials);
      • Client’s failure to upgrade to the latest available security patches or firmware/bios.
    • Any scheduled, recurring or zero impact maintenance windows related to GREENNODE infrastructure (including but not limited to GREENNODE Colocation Space, Services Equipment, etc.);
    • Unavailability due to misuse of a particular type of GREENNODE Services;
    • Unavailability that results from any facilities, equipment, software, or other technology and/or third-party facilities, equipment, services, software, or other technology (other than third-party equipment within GREENNODE's direct control).
    • Unavailability arising from any usage of an outdated release of the GREENNODE Services or third-party software, or any failure to install a material update to either of the foregoing;
    • Unavailability caused by third-party service or facility providers, including any telecom, internet, or other related service or facility provider, or packet loss, network or Internet problems beyond GREENNODE's border router supporting GREENNODE's public internet connectivity;
    • Denial of service attacks, virus or hacking attacks, or bugs in code, hardware, or services for which there is not commercially reasonable, known solution (even if there is a known workaround); and any other event that are not within GREENNODE's direct control or that could not have been avoided with commercially reasonable care.
  • GREENNODE will use its best efforts to communicate downtime events prior to any scheduled, recurring, or zero-impact maintenance windows as described above, however, this will not always be possible. Without limiting the foregoing, service interruptions due to emergency maintenance will constitute Unavailability Exclusions equivalent to scheduled maintenance windows, provided that (1) GREENNODE notifies the Client of such emergency maintenance as soon as possible and (2) downtime due to emergency maintenance does not exceed four (4) hours in any month.

ARTICLE 4. PERIODIC SYSTEM MAINTENANCE

  • System maintenance is mandatory to ensure the continuity of the Service provided to Client. The maintenance can be scheduled on any day of the week (including weekend) and at any time of the day. However, GREENNODE shall endeavor to carry out the maintenance at the time that least affects Client’s use of the Service.
  • GREENNODE shall notify Client in advance via email on GREENNODE system or on the website https://greennode.ai/:
    • Three days in advance before expected day of maintenance.
    • In emergency maintenance cases, GREENNODE shall endeavor to notify Client 30 minutes in advance via email or telephone.
    • For some incidents beyond the control, GREENNODE shall notify Client within 4 working hours since the time the incident occurs.
  • GREENNODE commits the total amount of maintenance time affecting the Service of Client in one (1) month does not exceed two (2) hours.
     

ARTICLE 5. COMMITMENT ON THE TIME FOR FEEDBACK, RESPONSE AND RESOLUTION OF PROBLEMS

  • Forms of contact for receiving and solving problems:
  • Response schedule:
    • Step 1: Sending requests. The Client sends issues requests/reports or support tickets (e.g. downtime, etc.) to GREENNODE via the forms of contact stipulated in Article 5.1.
    • Step 2: Receipt of requests. Within 15 minutes, GREENNODE shall notify the Client that GREENNODE has received the issues requests from the Client.
    • Step 3a: Resolve of normal requests. Within 48 hours, GREENNODE shall troubleshooting requests and give feedback to the Client.
    • Step 3b: Resolve of serious/complex requests. Within 72 hours, GREENNODE shall troubleshooting requests and give feedback to the Client.

ARTICLE 6. COMMITMENT ON THE TIME FOR FEEDBACK, RESPONSE AND RESOLUTION OF PROBLEMS

Forms of contact for receiving complaints: in document or send email via support@greennode.ai

  • Content of complaints: in order to save the Client’s time, when sending complaints to GREENNODE, the Client should sufficiently provide the following information:
    • Email or Document subject must be clearly stated: “Request to compensate according to SLA commitment”;
    • The information of the account affected;
    • Specific date and time and the moments when the system, and Service used by the Client fall into the Unavailable State;
    • Logs recording errors or screenshots at the time the error occurs (the Client’s confidential information should be blurred or hidden);
    • Damages to the Client and the value of damages accompanied by relevant documents and invoices; (f) The level of compensation that the Client requires.
  • Time to receive complaints: within three (3) months since the incident occurs; more than the above- mentioned time, GREENNODE shall not accept and resolve any relevant complaints.
  • Time to respond and resolve complaints: within fifteen (15) days since the day the complaint is received.
  • In case the Client is dissatisfied with the resolution documents of GREENNODE, the Client can resend feedback to GREENNODE; in this case, the Client’s feedback shall be received and processed as a new Complaint.
  • In addition to the contents of this Agreement, the Parties have read, understood and agreed with the entire content of Service Provider's Agreement on Term of Use posted at [greennode.ai], the Client Service Agreement and related documents at the website: [greennode.ai]. This agreement, the Client Service Agreement, the Agreement on Term of Use, and related documents form an integral part of this Agreement. Any discrepancy between this Agreement and the Term of Use or other relevant documents, this Agreement shall prevail to the extent of such discrepancy.