DDoS protetion Service Level Agreement

DDoS protection SLA definitions

• Monthly Service Minutes is the total number of minutes per monthly billing period.
• “Incident” means any set of circumstances resulting in a failure to meet a Service Level.
• “Applicable Monthly Service Fees” means the total fees actually paid by you for a Service that are applied to the month in which a Service Credit is owed.
• “Downtime” means the time the DDoS protection Service was unavailable to Client.
• “False positives” are incorrectly triggered protection mechanisms of the DDoS protection Service.
• “Outage Period” is equal to the number of downtime minutes resulting from an Unscheduled Service Outage.
• “Service Unavailability Period” is the Monthly Service Downtime in minutes, minus any planned downtime or downtime caused by Force Majeure and/or Unscheduled Service Outage.
• “Unscheduled Service Outage” are those interruptions to the Service that have not been previously communicated to the Client and that result in the Client’s application being unavailable to its Clients or users. Unscheduled Service Outages exclude downtime minutes resulting from Client Planned Downtime or downtime cause by Force Majeure.
• “Service Credit” is the percentage of the monthly service fees for the Service that is credited to Client for a validated Claim.
• “Force Majeure” refers to any downtime minutes that are the result of events or conditions beyond Serverius’s reasonable control. Such events might include but are not limited to any acts of common enemy, the elements, earthquakes, floods, fires, epidemics, and inability to secure products or services from other persons or entities.
• “Claim” means a claim submitted by Client to Serverius pursuant to this SLA that a Service Level has not been met and that a Service Credit may be due to Client.

DDoS protection SLA terms

• The total amount of Service credits awarded in any three (3) month billing period shall not, under any circumstance, exceed one (1) month of Client’s total monthly DDoS protection Service fee.
• Service Credits will only be calculated against monthly recurring fees associated with the Service. Other Service(s) like Colocation, connectivity etc. are excluded.
• The minimum amount of Service credits to be reimbursed is EUR/USD 50 per month. Smaller amounts will not be requested by the Client.
• Serverius is not responsible for monitoring of Client Content; this responsibility lies with Client. Serverius will review data on a Client’s reported Outage Periods as determined by any commercially reasonable independent measurement system used by the Client.
• Serverius will use all information reasonably available to it in order to calculate the Affected Client Ratio during an Outage Period, including analysis of Service Data immediately prior to the Outage Period to estimate the ratio of a Client’s visitors that were affected during an Outage Period at one or more of the Serverius’s datacenters.
• In order to be eligible to submit a Claim with respect to any Incident, Client must first have notified the Client support of the Incident, using the procedures set forth by Serverius, within five business days following the Incident.
• To submit a Claim, Client must contact Client Support and provide notice of its intention to submit a Claim. Client must provide to Client Support all reasonable details regarding the Claim, including but not limited to, detailed descriptions of the Incident(s), the duration of the Incident, network trace routes, the URL(s) affected and any attempts made by Client to resolve the Incident.
• In order for Client to consider a Claim, Client must submit the Claim, including sufficient evidence to support the Claim, by the end of the billing month following the billing month in which the Incident which is the subject of the Claim occurs.
• Serverius will use all information reasonably available to it to validate Claims and make a good faith judgment on whether the SLA and Service Levels apply to the Claim.
• The delivery of SLA Service starts after Serverius has received the signed contract with Client Agreement nr. and Client paid his first Service invoice(s) and Client does not have any expired invoices.
• In case of penalty payment to Client, the payment will be done by credit on outstanding unpaid invoices or by direct payment to client.

DDoS protection SLA levels packages

By default, when no additional SLA package is purchased, the Best Effort SLA will apply to Client. If Client purchased an additional (higher) SLA level he can get extra privileges like obtaining higher priority support, get refunds after a Service Unavailability Period, get lower hour fees, etc. The pricing of all SLA packages can be requested at the Serverius Sales department. Below the overview of the different priority SLA’s.