AxantaERP Cloud Hosting
Service Level Agreement
Availability, backup and reliability objectives for AxantaERP environments hosted and managed by Axanta.
This SLA applies exclusively to customers using AxantaERP Cloud Hosting, where the production environment is hosted and managed by Axanta. It does not apply to on-premises installations, customer-managed servers, customer-managed cloud environments, or infrastructure operated by third parties on behalf of the customer.
Cloud Infrastructure
AxantaERP Cloud is hosted on Amazon Web Services (AWS) infrastructure in the Frankfurt, Germany region.
Axanta manages the hosted environment, application, backups and infrastructure maintenance for customers subscribed to AxantaERP Cloud Hosting.
The cloud infrastructure is operated and maintained to provide reliable availability, data protection and continuity for AxantaERP services.
Hosting at a Glance
Service Availability
AxantaERP Cloud is designed to provide reliable access to business applications throughout the month.
The standard monthly cloud availability objective is 99.5%, excluding planned maintenance and the service availability exclusions described in this Service Level Agreement.
Monthly availability objective for AxantaERP Cloud Hosting.
Daily backup of the AxantaERP Cloud hosting environment.
Recent daily recovery points are retained for seven days.
A separate backup copy is maintained in India.
Planned Maintenance
Regular maintenance is required to maintain the security, stability and performance of the AxantaERP Cloud environment.
Axanta may use a planned maintenance window of up to 45 minutes per month.
Wherever reasonably possible, planned maintenance will be scheduled during off-peak hours to minimize disruption to customer operations.
Planned maintenance may include:
- Operating system updates
- Security patches
- Infrastructure maintenance
- Performance optimization
- Required service or server restarts
Backup & Data Protection
Axanta maintains regular backups of the AxantaERP Cloud environment to support recovery in the event of an infrastructure or system incident.
Daily Cloud Environment Backup
The AxantaERP Cloud environment is backed up daily.
Daily backups are retained for 7 days, providing multiple recent recovery points for the hosted environment.
Geographically Separated Backup
In addition to the daily backup cycle, one backup copy is transferred once every week to a geographically separate backup location in India.
This geographically separated backup provides an additional recovery layer in the event of a major incident affecting the primary hosting environment in Frankfurt, Germany.
Disaster Recovery
In the event of a major infrastructure or system incident requiring restoration, Axanta may restore the cloud environment using the latest available successful backup.
Restoration will be performed using the most recent suitable recovery point available within the applicable backup retention period.
Actual recovery time may vary depending on factors including the nature of the incident, infrastructure availability, the amount of data involved and the restoration work required.
Infrastructure & Data Protection
Axanta follows a layered approach to managing and protecting hosted AxantaERP Cloud environments.
- Hosting on Amazon Web Services infrastructure
- Primary hosting in Frankfurt, Germany
- Daily cloud environment backups
- Seven-day daily backup retention
- Weekly geographically separated backup copy
- Controlled access to hosted infrastructure
- Regular infrastructure and security maintenance
- Operational monitoring of hosted environments
AxantaERP Cloud SLA Summary
| Service | AxantaERP Cloud Hosting |
|---|---|
| Cloud Provider | Amazon Web Services (AWS) |
| Primary Hosting Region | Frankfurt, Germany |
| Monthly Cloud Availability Objective | 99.5% |
| Planned Maintenance Window | Up to 45 minutes per month |
| Cloud Environment Backup | Daily |
| Backup Retention | 7 days |
| Geographic Backup | Weekly |
| Secondary Backup Location | India |
| Applicable To | Axanta-hosted and Axanta-managed cloud environments |
| Not Applicable To | On-premises installations, customer-managed servers, customer-managed cloud environments or third-party-managed infrastructure |
Service Availability Exclusions
Service availability calculations may exclude interruptions resulting from:
- Scheduled maintenance
- Emergency security maintenance
- Customer configuration or customization issues
- Customer-controlled integrations
- Third-party applications or services
- Internet connectivity or networks outside Axanta-managed infrastructure
- Actions performed by customer administrators
- Events outside Axanta's reasonable control
Important Notice
This Service Level Agreement applies only to AxantaERP Cloud Hosting services operated and managed by Axanta.
Customers deploying AxantaERP on their own servers, on-premises infrastructure, private infrastructure, customer-managed cloud environments or independently managed hosting platforms are responsible for the availability, backup, disaster recovery and security of that infrastructure, unless otherwise agreed in writing.
The underlying cloud infrastructure is provided by Amazon Web Services (AWS) and is subject to applicable AWS service terms and service-level commitments.
