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ReliaCloud Edge
On-Premise
Frequently Asked Questions
Who performs the install of the equipment?
OneNeck or a OneNeck contractor, will arrive to perform the installation. This activity will be coordinated with equipment delivery by the project manager.
How does OneNeck connect back to their NOC/SOC to perform management services?
There are several options including a VPN tunnel terminated on Customer equipment, or we can create a tunnel from a software VPN appliance such as a Cisco ASA. In the case OneNeck has provided the switching infrastructure, there will also be a small out of band appliance.
What if my site can't accommodate some of the hosting specifications of the equipment?
In the event of outage caused by failure to meet those specifications the Service Level Agreement may not apply.
What is the SLA for up-time the On-Premise product set?
The On-Prem SLAs for up-time vary by Product, and by deployment. Please see the table below:
| ReliaCloud Edge On-Prem Node | 99.95% service availability of constructed Cluster and obtaining any stated service level objective; Service is considered unavailable if such service fails to function as a result of hardware or hypervisor layer failures within the Cluster. This definition excludes instances of Client’s acts or omissions of its end users, a force majeure event as defined in the MSA, or Scheduled Downtime. |
| ReliaCloud Edge On-Prem One-Node Clusters | 99.5% service availability of constructed Cluster and obtaining any stated service level objective; Service is considered unavailable if such service fails to function as a result of hardware or hypervisor layer failures within the Cluster. This definition excludes instances of Client’s acts or omissions of its end users, a force majeure event as defined in the MSA, or Scheduled Downtime |
| ReliaCloud Edge On-Prem Two-Node Clusters | 99.99% service availability of constructed Cluster and obtaining any stated service level objective; Service is considered unavailable if such service fails to function as a result of hardware or hypervisor layer failures within the Cluster. This definition excludes instances of Client’s acts or omissions of its end users, a force majeure event as defined in the MSA, or Scheduled Downtime. |
| ReliaCloud Edge On-Prem Network Switch – 48 Ports | 99.99% for dual (2) switch deployment for HA, 99.95% for a single (1) non-redundant switch and obtaining any stated service level objective; Service is considered unavailable if such service fails to function as a result of hardware or hypervisor layer failures within the Cluster. This definition excludes instances of Client’s acts or omissions of its end users, a force majeure event as defined in the MSA, or Scheduled Downtime. |
What is the SLA for service repair?
The Service Level Objective (SLO) for repair or replacement is next business day or better. For higher availability solutions please consider the use of additional nodes, and or network infrastructure.
Why do the Edge On-Premise nodes not carry the ReliaCloud 100% availability guarantee?
The customer premise component of the solution introduces too many variables into support and service level equation to accommodate our Hosted Product class SLA. Additional some of the node and cluster configurations have reduced resiliency at hardware level to offer more economic options, making it even more difficult to accommodate the 100% Hosted SLA. OneNeck offers a number of solutions to help protect the data and restore service if interested.
I have locations outside the U.S., can OneNeck provide Edge On-Premise there?
The On-premise products include self-enrolling software allowing you to turn on Nutanix Files, and Nutanix Objects. It is charged by the TiB per month.
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