Paybix Service level management

Service level management (RFI-RFP)

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Uptime guarantee

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Uptime calculator: https://uptime.is/three-nines

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99.9% results in the following periods of allowed downtime/unavailability:

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- Daily: 1m 26s

- Weekly: 10m 4.8s

- Monthly: 43m 28s

- Quarterly: 2h 10m 24s

- Yearly: 8h 41m 38s

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We release generally without downtime. The uptime % is without communicated scheduled downtimes in case of major infrastructural changes.

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This is an effort commitment, not a result commitment. No penalties can be applied.

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Public uptime monitor (90d) https://status.uptime-monitor.io/65bca7715b178a6a1d6a4bd0?_gl=1*1wd6ivd*_gcl_au*MTMyMTY0MzIzMy4xNzA2ODYwOTY1*_ga*NDk5MzQ1MjE0LjE3MDY4NjA5NjU.*_ga_Z8TT3FLVJQ*MTcwNjg2MDk2NC4xLjEuMTcwNjg2MTc4NS42MC4wLjA.

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Incident resolution SLA

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Level | AR: Agent Receipt | Update to customer| Resolution time (best effort)

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(Business hours UTC+01:00) | (Business hours UTC+01:00)

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Critical anomaly (Level 1) | 2h | every 4h | 24h

Major anomaly (Level 2) | 4h | every working day | 72h

Minor anomaly (Level 3) | 8h | when state changed | 15 days

Logged anomaly (Level 4) | NA | NA | To be decided

- Level 1: Payroll closure is blocked, no workaround is found

- Level 2: Issue that will block payroll closure in a short period of time

- Level 3: Non payroll closure issue but severe enough to put it on the roadmap in a short notice

- Level 4: Logged anomaly. Not defined when put on roadmap.

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Level of an incident can go up in discussion with customer

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Max import file size

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Max 10.000.000 bytes per file.

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Database location

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Germany West Central

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Overview of business continuity with Azure SQL Database - SQL RTO/RPO

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https://learn.microsoft.com/en-us/azure/azure-sql/database/business-continuity-high-availability-disaster-recover-hadr-overview?view=azuresql-db&preserve-view=true

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Availability

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Azure SQL Database comes with a core resiliency and reliability promise that protects it against software or hardware failures. Database backups are automated to protect your data from corruption or accidental deletion. As a Platform-as-a-service (PaaS), the Azure SQL Database service provides availability as an off-the-shelf feature with an industry-leading availability SLA of 99.99%.

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| Business continuity option | RTO (downtime) | RPO (data loss) |

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| High Availability (Enabling zone redundancy) | Typically less than 30 seconds | 0 |

| Disaster Recovery (Enabling failover groups or active geo-replication) | Typically less than 60 seconds | Equal to or greater than 0 (Depends on data changes before the disruptive event that haven't been replicated) |  

| Epix --> Disaster Recovery (Using geo-restore) | Typically minutes or hours | Typically minutes or hours|

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Automated backups in Azure SQL Database

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https://learn.microsoft.com/en-us/azure/azure-sql/database/automated-backups-overview?view=azuresql-db&preserve-view=true

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Backup frequency

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Azure SQL Managed Instance creates:

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- Full backups every week.

- Differential backups every 12 or 24 hours.

- Transaction log backups approximately every 10 minutes.

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Restore capabilities and features

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This table summarizes the capabilities and features of point-in-time restore (PITR), geo-restore, and long-term retention.

| Backup property |  PITR  | Geo-restore | LTR |

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| Types of SQL backup | Full, differential, log. | Most recent geo-replicated copies of PITR backups. | Only the full backups. |

| Recovery point objective (RPO) |  10 minutes, based on compute size and amount of database activity.  |  Up to 1 hour, based on geo-replication.*   |  One week (or user's policy).

| Recovery time objective (RTO) | Restore usually takes less than 12 hours but could take longer, depending on size and activity. See Recovery.  | Restore usually takes less than 12 hours but could take longer, depending on size and activity. See Recovery. | Restore usually takes less than 12 hours but could take longer, depending on size and activity. See Recovery. |

| Retention | 7 days by default, configurable between 1 and 35 days (except Basic databases, which are configurable between 1 and 7 days). |  Enabled by default, same as source.** | Not enabled by default. Retention is up to 10 years. |

| Azure Storage  |  Geo-redundant by default. You can optionally configure zone-redundant or locally redundant storage. | Available when PITR backup storage redundancy is set to geo-redundant. Not available when PITR backup storage is zone-redundant or locally redundant. |  Geo-redundant by default. You can configure zone-redundant or locally redundant storage. |

| Configure backups as immutable | Not supported | Not supported | Not supported |

| Restoring a new database in the same region | Supported | Supported |  Supported |

| Restoring a new database in another region | Not supported | Supported in any Azure region | Supported in any Azure region |

| Restoring a new database in another subscription | Not supported | Not supported*** | Not supported*** |

| Restoring via Azure portal | Yes | Yes | Yes |

| Restoring via PowerShell | Yes | Yes | Yes |

| Restoring via Azure CLI | Yes | Yes | Yes |

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*For business-critical applications that require large databases and must ensure business continuity, use failover groups.

** All PITR backups are stored on geo-redundant storage by default, so geo-restore is enabled by default.

*** The workaround is to restore to a new server and use Resource Move to move the server to another subscription, or use a cross-subscription database copy.

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SSO: Open ID Connect (OIDC)

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https://learn.microsoft.com/en-us/azure/active-directory-b2c/custom-policy-reference-sso

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Security

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Security of development is monitored on a constant basis by Aikido.dev. This tool scans all pushed code on vulnerabilities, passwords and other unsecure behaviour and alerts the full team.

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IP Address

Public static outbound IP address: 108.143.119.36

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