Availability and SLA
noris responsibility ends at the Service Transfer Point, the entry gateway to the internet connection of the noris high-security data centres.
Access to the nSC is provided when you are able to configure resources via the GUI or the API in at least one availability zone within a region.
Committed Availability
Section titled “Committed Availability”Based on the noris standard SLA, the following availability levels apply to the components of the nSC:
| Component | Availability |
|---|---|
| Compute instances with block storage | ≥ 99.5% p. a. |
| Compute instances with integrated SSD storage | ≥ 97% p. a. |
| S3-compatible object storage | ≥ 99.9% p. a. |
| Kubernetes control plane, single site | ≥ 99.5% p. a. |
| Kubernetes control plane, distributed across three availability zones | ≥ 99.9% p. a. |
Building your setup redundantly can achieve higher availability. We are happy to design a redundant setup together with you and to support you during its implementation.
Beyond self-service, noris also offers managed services on its platforms and can take over the operation of your workloads in full or in part. Scope and service levels are then agreed separately. Your contact at noris will be glad to advise you.
When Unavailability Applies
Section titled “When Unavailability Applies”Unavailability applies when
- compute instances have no external connection,
- your attached block storage volumes perform no read or write operations at all (“zero read write IO”) while IO is pending in the queue,
- for object storage, service calls are answered with the error message “InternalError” or “ServiceUnavailable”.
Exclusions from the Service Commitment
Section titled “Exclusions from the Service Commitment”The service commitment does not apply to unavailability, suspension, or termination of compute instances, block storage, object storage, or to other performance disruptions:
- caused by factors outside the reasonable control of noris, including an event of force majeure or issues with internet access, as well as comparable issues beyond the Service Transfer Point of the noris infrastructure,
- resulting from acts or omissions of the customer or of a third party, including the customer’s failure to account for a recovery volume,
- caused by the equipment, software, or other technology of the customer and/or the equipment, software, or other technology of a third party, except third party equipment within our control,
- resulting from the failure of individual instances or volumes that are not related to region unavailability,
- resulting from maintenance work carried out in accordance with the general terms and conditions of noris network AG,
- arising from the suspension or termination of your right to use compute instances, block storage, or object storage.
For the current state of the individual services and reported incidents, see the platform status page: status.infra.noris.cloud.