Service Level Objectives

We commit to a Monthly Uptime Percentage of at least 99.95%.

^{To ensure this high availability of the service below measures are implemented in the design of Surfly Public Cloud (https://app.surfly.com/)}

^{Sessions can be initiated & hosted from any of the 8 regions (locations) spread across 4 continents globally. https://surfly.com/v2/servers/}

^{For each region (location):}

1. ^{A failed (non-responsive) service can be restarted in 30 seconds.}

2. ^{A server reboot can be completed in approximately 10 minutes.}

3. ^{If any region (location) goes down the sessions can be started from the next available region.}

4. ^{Failing over to the next available region is instant. (Active sessions can get disconnected)}

5. ^{Rebuilding server-setup of a region from the scratch can be done in approximately 30 minutes.}

6. ^{Dashboard & Database are also used for session initiation,}

   • ^{These are setup in an Active-passive DR (Disaster Recovery) configuration located across different cities.}

   • ^{In the event of a disaster, failing over to the passive node can take approximately 1 to 5 minutes.}

   • ^{A daily snapshot backup of database is taken & stored offsite too.}

Recovery Point Objective (RPO) and Recovery Time Objective (RTO) 

It should noted that Surfly solution does not store any session data. The only data stored is Surfly user information like user credentials, usage history, company details in a Database. So, "Data loss" only refers to Surfly user data. "Service" refers to users ability to start sessions on most public web-apps.

1. RPO: 24 Hours, meaning that in the worst case scenario users added to a company account during a maximum duration of 24 hours and the usage history of user(s) for this maximum duration of 24 hours can be lost.

2. RTO: 30 minutes, meaning that in the event of both the nodes of the DR setup going down simultaneously (located across different cities) it can take 30 minutes for rebuild process to completes and services to resume. Otherwise, in case any regional node goes down, the RTO will be 0 minutes. The status of our service can at all time be inspected at https://status.surfly.com and subscribed to as well.

Testing and Review

As part of our Business Continuity Plan, the Failover, Backup, Restore and DR setup is tested biannually.