Legal

The SoftNAS SNAP HA™ No Storage Downtime Guarantee Program guarantees 99.999% uptime for SoftNAS Cloud software and storage services, when operated with production workloads under SoftNAS best practices, or we will credit one-calendar month of SoftNAS service fees. By implementing SoftNAS SNAP HA™ in a high-availability configuration, you will realize 99.999% uptime of your storage infrastructure.

 

New or existing SoftNAS customers running production applications or workloads on SoftNAS supported third party platforms who have also registered the product.

 

Deploy SoftNAS Cloud and successfully run SNAP HA™ high-availability storage following guidelines in the SoftNAS High-Availability Guide and the Technical Requirements described below. Then, register the product from the product registration form, accessible from StorageCenter™.

 

NFS, CIFS/SMB or iSCSI storage connectivity will be available and operational 99.999% in any given one-calendar month period. This guarantee applies if:

storage connectivity outage is due to a simultaneous SoftNAS software failure of both SoftNAS Cloud controllers; or storage connectivity outage is due to a SoftNAS software failure of SoftNAS SNAP HA™ to maintain continuous NFS, CIFS/SMB and/or iSCSI access from at least one controller.

How do you file a claim?

Open a support ticket by going to https://www.softnas.com/helpdesk/index.php?/Tickets/Submit, complete the required outage information, and provide remote access into both controllers of the failed system. The support ticket must be submitted within 10 days after the end of the month in which the claimed outage or failure occurred. SoftNAS personnel must be provided with all requested log files and reasonable access to inspect the failed SoftNAS SNAP HA™ instances before a claim will be processed. Approval of the credit is at the discretion of SoftNAS, dependent upon the results of the check and inspection performed by SoftNAS. third-party reports, data or log files may not be used for determination. Upon SoftNAS’ verification of the outage due solely to SoftNAS Cloud or SoftNAS SNAP HA™ operational failure and such outage is beyond the SoftNAS SNAP HA™ No Storage Downtime Guarantee Program, SoftNAS will issue a credit within 30 days of such determination.

 

The credit is equal to the monthly payment for the month in which the failure or outage occurred. If quarterly, semi-annual or annual payments are made, then such payment will be prorated on a monthly basis to determine the credit amount. Credits are applied towards future payments owed to SoftNAS only and are not issued as refunds.

 

 

 

The following SoftNAS products are covered by patents and pending patent applications in the United States. Additionally, there are one or more pending international applications. The below notification serves to provide virtual patent marking under 35 U.S.C. § 287(a).