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UltiHash Service Level Agreement (SLA)

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This agreement outlines the rights and service levels provided by 

UltiHash, Inc., Market Street 548 Suite 43874, 94104 San Francisco, USA 

EIN: 37-2040189

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To “PREMIUM CUSTOMER”

1. Introduction

This Service Level Agreement ("SLA") governs the terms and conditions under which UltiHash, Inc. ("Licensor") provides support and maintenance services for its proprietary software ("Software") to customers ("Customer"). The SLA aims to outline the Licensor’s commitments to the Customer regarding Software performance, incident management, and support services.

This SLA is an integral part of the agreement between the Licensor and the Customer and applies specifically to the Software.

2. Scope of the SLA

The scope of this SLA includes:

• Incident response times
• Support availability
• Scheduled maintenance and updates
• Performance monitoring and metrics collection
• Responsibilities of both the Licensor and the Customer

This SLA does not include provisions for data backup and recovery. The Customer retains full responsibility for managing the storage, security, and integrity of its own data, as the Licensor does not have access to, nor does it store the data of the customer.

3. Intended Use of the Software

The Software provided by the Licensor is intended for use as an object storage solution, offering high-throughput and an advanced deduplication resulting in storage optimization capabilities. The Customer agrees to use the Software solely for lawful purposes, as outlined in this agreement, and for purposes directly related to their data storage and management needs.

The Software may only be deployed in accordance with the guidelines and limitations set forth by the Licensor and must be operated in a secure, isolated environment such as a development, test, or production setting within the Customer’s infrastructure.

4. Incident Response Times

The Licensor shall provide support to the Customer in accordance with the severity of the reported issue, classified as follows:

• Critical Issues: The Licensor will respond within 1 business day. Critical issues are defined as significant disruptions that prevent the Software from functioning in a production environment.
• Major Issues: The Licensor will respond within 2 business days. Major issues involve the malfunction of specific features that, while affecting the Software's performance, do not result in complete service disruption.
• Minor Issues: The Licensor will respond within 1 week. Minor issues refer to non-critical bugs or usability issues that do not affect the overall functionality of the Software.

Resolution timelines may vary depending on the complexity of the issue, but the Licensor will make reasonable efforts to provide status updates throughout the resolution process.

5. Support Availability

The Licensor provides the following level of support for Customer’s of the Premium tier:

• The support team is available Monday through Friday, from 9:00 AM to 5:00 PM CET, via dedicated channels (e.g Slack or Microsoft Teams) and email.
• The email address for support requests is: support@ultihash.io 

The Licensor shall ensure timely and efficient support for all inquiries related to the Software, including but not limited to technical issues, configuration assistance, and general usage guidance.

6. Scheduled Maintenance and Updates

The Licensor shall issue updates to the Software periodically. These updates are designed to enhance functionality, performance, and security. Updates will be communicated to the Customer via email and slack.

• Notification of Updates: The Customer shall receive notifications via email and the Licensor’s website when a new version of the Software is available.
• Rollback Mechanism: In the event that an update or patch causes issues, the Customer can revert to the previous version using the rollback mechanism provided by the Software. This ensures continuity of service during any unforeseen disruptions caused by updates.

7. System Availability

The Software is available for use 24 hours a day, 7 days a week, as it operates within the Customer’s IT environment. The overall availability of the Software is subject to the stability and operational capacity of the Customer’s infrastructure.

In the event of an issue originating from the Software itself, the Licensor shall make reasonable efforts to notify the Customer in advance and resolve the issue in accordance with the timelines outlined in the Incident Response Times section.

8. Metrics Collection

To optimize the Customer’s experience and enhance the Software’s performance, the Licensor collects certain operational metrics, including but not limited to:

Service-specific request metrics

Each service measures the number of requests it receives and handles using monotonic counters. These are as follows:

Storage service requests

• storage_read_fragment_req: number of requests received for reading a fragment
• storage_read_address_req: number of requests received for reading an address
• storage_write_req: number of requests received for writing data
• storage_sync_req: number of requests received to sync data to persistent storage
• storage_remove_fragment_req: number of requests received to remove a fragment from storage
• storage_used_req: number of requests received to get the used space

Deduplicator service requests

• deduplicator_req: number of requests received to deduplicate uploaded data

Directory service requests

• directory_bucket_list_req: number of requests received to list buckets
• directory_bucket_put_req: number of requests received to insert a bucket
• directory_bucket_delete_req: number of requests received to delete a bucket
• directory_bucket_exists_req: number of requests received to check if a bucket exists
• directory_object_list_req: number of requests received to list objects in a bucket
• directory_object_put_req: number of requests received to create an object
• directory_object_get_req: number of requests received to retrieve an object
• directory_object_delete_req: number of requests received to delete an object

Entrypoint service requests

• entrypoint_abort_multipart_req: number of AbortMultipartUpload requests received
• entrypoint_complete_multipart_req: number of CompleteMultipartUpload requests received
• entrypoint_create_bucket_req: number of CreateBucket requests received
• entrypoint_delete_bucket_req: number of DeleteBucket requests received
• entrypoint_delete_object_req: number of DeleteObject requests received
• entrypoint_delete_objects_req: number of DeleteObjects requests received
• entrypoint_get_bucket_req: number of GetBucket requests received
• entrypoint_get_object_req: number of GetObject requests received
• entrypoint_head_object_req: number of HeadObject requests received
• entrypoint_init_multipart_req: number of CreateMultipartUpload requests received
• entrypoint_list_buckets_req: number of ListBuckets requests received
• entrypoint_list_multipart_req: number of ListMultipartUploads requests received
• entrypoint_list_objects_req: number of ListObjects requests received
• entrypoint_list_objects_v2_req: number of ListObjectsV2 requests received
• entrypoint_multipart_req: number of UploadPart requests received
• entrypoint_put_object_req: number of PutObject requests received

Utilization Metrics

• gdv_l1_cache_hit_counter: Hit count of the L1 cache in the global_data_view
• gdv_l1_cache_miss_counter: Miss count of the L1 cache in the global_data_view
• gdv_l2_cache_hit_counter: Hit count of the L2 cache in the global_data_view
• gdv_l2_cache_miss_counter: Miss count of the L2 cache in the global_data_view
• deduplicator_set_fragment_counter: The number of fragments pointed in the deduplicator set maintained by the deduplicator service
• deduplicator_set_fragment_size_counter: The aggregated size of fragments pointed in the deduplicator set maintained by the deduplicator service
• entrypoint_ingested_data_counter: The total data volume ingested by a entrypoint service
• entrypoint_egressed_data_counter: The total data volume egressed by a entrypoint service
• active_connections: Number of currently handled connections
• directory_deduplicated_data_volume_gauge: The deduplicated data volume in the storage cluster, maintained by the directory service
• directory_original_data_volume_gauge: The original/raw data volume in the storage cluster, maintained by the directory service
• storage_available_space_gauge: Storage space available to a storage service instance
• storage_used_space_gauge: Storage space used by a storage service instance

The Customer agrees to whitelist the following URLs to facilitate updates and the collection of performance data:

• registry.ultihash.io: Required for downloading and applying Software updates.
• collector.ultihash.io: Used for collecting operational metrics and performance analytics.

It is expressly stated that no confidential Customer data is collected. The data gathered is strictly limited to non-sensitive operational information and is used solely for the purpose of improving the Software’s performance.

10. Software Usage

The Software provided by the Licensor is proprietary and confidential. The Customer agrees:

• Not to copy, reproduce, modify, or reverse-engineer the Software, in whole or in part.
• To use the Software solely for the purposes defined in this agreement and in accordance with the intended use outlined in Section 3 Intended Use of the Software.
• To refrain from any unauthorized or unlawful activities involving the Software, including but not limited to unauthorized distribution or sub-licensing of the Software.

11. Customer Responsibilities

The Customer acknowledges and agrees to the following responsibilities in relation to the deployment and operation of the Software:

• The Customer shall ensure the readiness of its IT environment for the Software’s deployment.
• The Customer is responsible for managing the storage, security, and integrity of its own data, as the Licensor does not store or have access to Customer data.
• The Customer is responsible for preparing and managing the datasets and data pipelines necessary to integrate the Software into its operational infrastructure.

These responsibilities are essential for the proper functioning of the Software within the Customer’s environment.

12. Customer Endorsement

The Customer agrees that the Licensor may use the Customer’s name and logo in public-facing materials, including but not limited to the Licensor’s website, marketing materials, and presentations. Such use is intended to showcase the successful partnership between the Customer and the Licensor.

The Customer retains the right to request the removal of its name and logo at any time. However, the Licensor reserves the right to continue using the Customer’s name for historical references and case studies for a reasonable period after termination of the agreement, unless otherwise agreed in writing by both parties.

13. Governing Laws

This SLA and any accompanying agreements shall be governed by and construed in accordance with the laws of the State of Delaware, United States of America.

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Last updated: 14th October 2024