SLAs & Uptime

Uptime and Responsiveness

We have proven uptime of 99.99% with our clients and extreme response SLAs for outages as all of their traffic results from paid search advertising.

Fail Over Strategy

With our reverse-proxy/load balancer infrastructure it allows us to mitigate downtime and maintain reliability by switching out the affected backend server at any time if there is a system-level issue affecting a single system.

In the case of issue with the Master Database, we can flip to the read-only Slave DB to continue to serve pages.

Backup Retention Policy

For our databases we are using a Master-Slave setup for MySQL to have a fallback in case of outage or data loss. We have two main backup systems in place for the databases:

• Mirrored imaging of the database servers which are created both daily and once weekly.
• MySQL exports/dumps daily which are stored within the Rackspace Cloud Files environment, which features triple redundancy backups.

Guaranteed recovery times are based on the SLA which will be developed as part of a final agreement, but examples of standard recovery times are included in the attached SLA

Monitoring

We currently monitor our network using the following technologies

• Pingdom – pingdom.com - Monitoring of global uptime, response times with Mobile Alerting
• Sentry – getsentry.com - Monitoring of code-level exceptions and errors on the backend (python) and frontend (site builder UI) to alert the DevHub team immediately of new errors.
• NewRelic – newrelic.com - Monitoring of server-level metrics (disk space, server load, memory usage). Alerts in place to notify DevHub on any outage or system issue.
• Rackspace – rackspace.com - Internal alerting of server issues or outages

We have in the past added additional contacts to our notification systems. We do this upon request.

Anti-phishing and Spam Filtering

Akismet is an advanced hosted anti-spam service aimed at thwarting the underbelly of the web. It efficiently processes and analyzes masses of data from millions of sites and communities in real time. To fight the latest and dirtiest tactics embraced by the world's most proficient spammers, it learns and evolves every single second of every single day. Because you have better things to do.

Security (BOT, DOS, penetration, injection, OWASP, etc).

DevHub is integrated Cloudflare whose web traffic is routed through an intelligent global network that automatically optimizes the delivery of your web pages so your visitors get the fastest page load times and best performance. They also block threats and limit abusive bots and crawlers from wasting your bandwidth and server resources. The result: DevHub websites see a significant improvement in performance and a decrease in spam and other attacks. On average, a website on DevHub loads twice as fast and uses 60% less bandwidth than other platforms.

• Performance: Globally load balanced content delivery network (CDN), Automatic static content caching, Global Anycast DNS Hosting, Network monitor and Traffic quality filters
• Standard security: Reputation-based threat protection, Comment spam protection, Content scraping protection, DDoS protection, Regular security updates

Sharing of Monitoring and System Information

Customers can at their discretion request additional information on:

• Data backups
• Software source code backups
• Quality assurance for code deployment
• Software version management and rollback procedures
• Software Change management
• Uptime monitoring and uptime guarantees
• Fault tolerance and Data redundancy
• Password management and encryption practices