Service Level Agreement
This Service Level Agreement (SLA) describes Citrix’s commitment for the Citrix® Platform Flex offering and supersedes the service level terms described in the Citrix Cloud Service Level Agreement. This SLA is part of the Cloud Software Group end user agreement (EUA) for covered services (“Services”).
Measure for Monthly Uptime
The following table describes the service and the measure of availability:
| Service | Measure of Availability |
|---|---|
| Citrix® DaaS Flex for Azure | Time users can access their app or desktop sessions through the Service. |
| Citrix DaaS | Time users can access their app or desktop sessions through the Service. |
| Citrix Secure Private Access™ | Time users can access their SaaS or internal web app through the Service. |
Note:
- For DaaS and DaaS Flex, Service Continuity or Local Host Cache must be correctly configured and validated for the tenant to be eligible for the Service Level Agreement.
- Citrix Gateway Service for HDX™ Proxy, Citrix Workspace™, License Activation Service (LAS) are component services. These components do not have independent SLAs or standalone uptime commitments and the Service Commitment and Remedies for these components are incorporated into and governed by the Citrix DaaS, DaaS Flex SLAs, or Citrix Secure Private Access when applicable.
Citrix’s service commitment (“Service Commitment”) is to maintain at least 99.9% monthly uptime (“Monthly Uptime”) on the Service. Monthly Uptime is calculated by subtracting from 100% the percentage of minutes during a full month of the Service in which the Service instance was in the state of not Available as defined above. Monthly Uptime percentage measurements exclude downtime resulting from:
- Regularly scheduled maintenance windows.
- Customers’ failure to follow configuration requirements for the Service as documented on Citrix Product documentation, or abusive behavior, or faulty input.
- Customer’s use of a Service after Citrix® advised Customer to modify Customer’s use of the Service, if Customer did not modify use.
- Caused by any component not managed by Citrix including, but not limited to, Customer’s controlled physical and virtual machines, Customer installed and maintained operating systems, Customer installed and controlled software, networking equipment or other hardware; Customer defined and controlled security settings, group policies, and other configuration policies; public cloud provider failures, Internet Service Provider failures; or other Customer support factors external to Citrix’s control.
- Customer’s employees, agents, contractors, or vendors, or anyone gaining access with Customer’s passwords or equipment or otherwise resulting from Customer’s failure to follow appropriate security practices.
- Customer’s attempts to perform operations that exceed Service entitlements.
- Service disruption due to Force Majeure, including, but not limited to, natural disasters, war or acts of terrorism, or government actions.
- Caused by the unavailability of the underlying Microsoft Azure platform including but not limited to the inability of the Azure platform to start, stop, restart, or resume a user’s virtual machine.
- For DaaS Flex, if the VMs were hibernated or powered off, Citrix triggers resume or power on. The time the VMs were powered off or hibernated is not part of the SLA.
Service Commitment and Remedies
If Citrix fails to meet the Service Commitment, and the failure affects 50% or more of users entitled to use the Service for at least 3 out of any 5 consecutive months, the Customer’s exclusive remedy is a Service Credit. The Service Credit equals 5% of the Citrix Platform Flex credits consumed for the applicable Service during the months in which Citrix failed to meet the Service Commitment, capped at the total Citrix Platform Flex credits purchased. Service Credits may only be applied toward the Customer’s next Citrix Platform Flex renewal and expire if not used within that period. Only one Service Credit is issued per Service, with a maximum of a single 5% Citrix Platform Flex credit for the term.
To receive the above remedy, the customer must be in compliance with the EUA and the failure must be reported by the customer within thirty (30) days of the end of the last month of the consecutive five-month period for which a credit claim is to be made. For instructions to report possible violations of this SLA, see CTX237141.
The request must identify the Services, define the dates, times, and durations of Unavailability, along with supporting logs or records that corroborate the Unavailability, and identify the affected users and their locations, and any technical support requested or remediation implemented.