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Orchestry Availability Monitoring and Management

In this article, learn how Orchestry monitors and manages software availability

Customer acknowledges that the Software is built on and hosted within Microsoft Azure (and related Microsoft online services). Accordingly, the Availability Requirement for the Software shall be no less favorable than the applicable Microsoft service level agreement(s) for such underlying services in Customer’s Microsoft agreement, and Vendor shall not be responsible for any failure to meet the availability requirement to the extent such failure is caused by Microsoft’s failure to meet its applicable service levels. 

Vendor shall monitor and manage the Software to optimize Availability in a manner consistent with the Availability Requirement, using commercially reasonable efforts. Such monitoring and management shall include: 

  1. using commercially reasonable, industry-standard tools and processes to monitor, on 24 hours by seven days basis, the core Software functions and the underlying Azure infrastructure components under Vendor’s control; 
  2. if such monitoring identifies, or Vendor otherwise becomes aware of, any circumstance within Vendor’s reasonable control that is reasonably likely to threaten the Availability of the Software, taking commercially reasonable remedial measures to address such circumstance and support continued Availability; and 
  3. if Vendor becomes aware that the Software or any material function thereof is not Available: 
  4. confirming (or disconfirming) the outage via Vendor’s monitoring systems and applicable Azure or internet service provider tools; and 
  5.  if confirmed:
    1. (1) notifying Customer in writing, without undue delay and pursuant to the procedures set forth herein or in the applicable Order, that an outage has occurred and providing such details as are then reasonably available (including a Vendor or provider trouble ticket number, if appropriate, and time of outage);
    2. (2) using commercially reasonable efforts to address problems causing the outage that are within Vendor’s reasonable control and, where the outage is determined to be an Azure or other third-party internet provider problem, opening a trouble ticket with such provider and reasonably cooperating with that provider; and
    3. (3) when able, notifying Customer that Vendor has restored the Software to Availability (to the extent within Vendor’s reasonable control) and providing a summary of pertinent findings or actions taken that are then reasonably known to Vendor.