Evergreen//One Product Guide
This Evergreen//One Product Guide (“Product Guide”) provides descriptions of available subscription types and the applicable service level agreements associated with all Evergreen//One subscriptions, based on the Environmental Requirements list below.
1. EVERGREEN//ONE SUBSCRIPTION TYPE AND EXPECTED PERFORMANCE.
1. Based on the average reads/writes as measured in terms of MiB/TiB and IOPS/TiB (IOPS = average IO size divided by 16KiB) of the applicable Reserve Commitment, or the Effective Used Capacity measurement, whichever is higher, for all Evergreen One customers, averaged and reported over the prior month. The expected performance numbers for //UFFO subscriptions are based on a 70:30 R/W workload at full concurrency for NFSV3.
2. SERVICE LEVEL AGREEMENTS
1. The 100% Uptime SLA applies to downtime events caused during the maintenance or upgrades performed by Pure.
2. Uptime percentage is calculated across the Environment on a monthly basis, based on 24 hours a day, 7 days a week, calculated as follows:
Uptime Percentage = (Total Seconds in Calendar Month) - (Downtime/Seconds) / Total Seconds in a Calendar Month.
1. All subscriptions are delivered with zero planned downtime for Purity upgrades and Service Infrastructure expansions and therefore End User may be entitled to a Downtime Credit equal to 100% of the monthly charges on any System that experiences Planned Downtime.
2. The 100% uptime SLA applies to downtime events resulting from maintenance and/or upgrades performed by Pure in a completed service month.
3. Uptime During Maintenance is calculated as follows: (Total Seconds During Maintenance) – (Seconds of Uptime During Maintenance) for a completed month of service.
4. May not apply to: (a) End User-driven Service Infrastructure moves, data center maintenance or shutdowns; (b) issues arising out of any equipment, software, or any other technology neither owned nor supplied by Pure; or (c) issues arising out of Pure’s reasonable control.
1. End User will receive 25% buffer capacity over the then-current Effective Used or Reserve Commitment (whichever is higher), up to 1PiB, in increments up to 100TiB at a time. End User shall provide its On-Demand forecast to Pure for provisioning additional capacity ahead of usage exceeding 80% of the Reserve Commitment as a condition of Pure meeting this SLA.
2. All Systems in the subscription must be utilized, and End User must cooperate with Pure in the deployment of buffer capacity.
3. Assumes a fully completed month of service.
4. Any Service Credits are prorated for the number of days that Buffer Capacity does not enable host or replicated write operations. For example, if Buffer Capacity is unavailable for two (2) whole days, End User receives a 3% credit for that service month.
1. All Systems in the subscription must be fully utilized.
2. Calculated across Environment on a monthly basis, based on 24 hours a day, 7 days a week, calculated as follows:
Availability = (Total Seconds in Calendar Month) - (Time in Seconds Performance Not met) / Total Seconds in a Calendar Month
3. Assumes a fully completed month of service.
4. Any 100% Service Credits are prorated for the number of days that Performance is not met. For example, if Performance is 100% unavailable for two (2) whole days, End User receives a 100% credit for those two days in the month.
5. UFFO Subscriptions initiated prior to June 8th, 2022, or delivered on the 15-blade chassis system will continue to be measured and deliver the performance agreements under which they were entered.
a.UFFO Ultra: 96 MiB/s per TiB for reads and 35 MiB/s per TiB for writes.
b.UFFO Premium: 43 MiB/s per TiB for reads and 15 MiB/s per TiB for writes.
1. End User will experience the applicable power consumption per TiB on each System, per Subscription & Subscription Type, as set forth in this table. Subscription must commence with a minimum of 300TiB (Perf, Prem, or Ultra); and 500TiB (Capacity).
2. This Efficiency SLA also does not apply to (a) Pure hardware purchased or transferred over from the End User; or (b) customer-requested configurations to the Service Infrastructure.
3. Watts are based on a daily average of actual power consumed over a completed service month as reported by Pure. For purposes of calculating efficiency, “TiB” means either the Reserve Commitment plus the 25% Buffer, or the Total Estimated Effective Used (Usable * PRE Ratio) capacity for the applicable Systems in the Subscription, whichever is greater. NOTE: Watts/TiB for counterpart PRE //Block Performance, Premium and Ultra SKUs are 2X the standard //Block offerings.
1. Any Service Credits are prorated for the number of days that the SLA was not met, presuming monthly average Watts/TiB is greater than target SLA threshold. For example, if the monthly average of //Block Capacity was 3 Watts/TiB, Pure will determine the number of the days where the daily average is greater than 2 Watts/TiB and provide service credits for those days.
3. SERVICE CREDIT REQUIREMENTS. The commitments listed above are contingent upon the following: (a) End User submitting a Sev-1 ticket; (b) Pure determining “Pure System at Fault” in the Root Cause Analysis (“RCA”) for the underlying cause of missing the commitment; (c) for any Performance commitments, the End User must demonstrate the performance was not met; (d) for any Uptime, or Uptime during Maintenance commitments, the applicable System was active and running for the completed service month preceding the outage; (e) host multipathing must be set up for best practices; and (f) the RCA must not find that End User was a cause, in whole or in part, to any miss of the applicable Service Level Commitments described above. Notwithstanding anything to the contrary in the Agreement, the maximum Service Credit that End User may earn for any single subscription shall not exceed 10% of the highest Reserve Commitment for any year during the applicable Service Term.
4. APPLICATION OF SERVICE CREDITS. Credits can only be applied: (a) if End User complies with Pure’s Evergreen//One Upgrade Policy; (b) to invoices for Evergreen//One issued subsequent to when the credit was earned, and (c) to the affected System. Credits shall not: (i) be applied to anything other than as described in this Agreement; (ii) combined with any other credits earned, incentives, or discounts offered by Pure; (iii) be issued as cash or a cash rebate in lieu of a credit, even if the subscription is not being renewed; and (iv) be valid after the expiration of termination of the subscription. All consumption and downtime data applicable to the final quarter of the Subscription is consolidated, and either Pure or the applicable reseller issues a final invoice that applies all credits earned through the expiration or termination of the applicable Service Term.
5. INCLUDED WITH ALL SUBSCRIPTIONS. All Evergreen//One subscriptions include the Evergreen//One RACI and the Evergreen//One Included Services Description.
6. GENERAL TERMS. This Product Guide supplements the Pure End User Agreement (or other written agreement covering the same subject matter executed by Pure) for the applicable subscription purchased by End User. Capitalized terms not specifically defined in these Terms have the same meaning as in the End User Agreement. Pure reserves the right to update this Guide from time to time, as noted by the “Last Updated” date below.
Last Update March 13, 2023