Service Level Agreement (SLA)

Dedicated Server Hardware Service Level Agrement (SLA)

GTZHost ensures rapid response times for hardware issues with a 12-hour hardware replacement SLA for all existing dedicated server offerings. The countdown for this SLA starts upon the confirmation of a hardware problem through a ticket response, provided that immediate maintenance is specified. If the hardware isn't replaced within the initial 12-hour timeframe after the issue is detected, clients have the option to request a 10% SLA credit. An additional 10% credit can be claimed for every subsequent 12-hour period of delay. To initiate a credit request, please email the outage details and duration to sales@gtzhost.com. Note that credit requests must be submitted within 30 days of the incident, and the total credit amount cannot exceed 50% of the monthly fee for the affected server.

GTZHost is dedicated to ensuring a minimum of 99.99% uninterrupted access to your website, email, and related services. If your services experience downtime exceeding 0.01% cumulatively in any given month, you are entitled to a credit equal to 5% of your pro-rated recurring monthly fees for that month, plus an additional 5% for each extra hour during which your website or related services remain unavailable. This credit cannot exceed 50% of your monthly recurring charges.

All credit calculations are based on increments of 1 hour of unavailability. Please note that this agreement does not cover outages resulting from client errors or account transfers. It also excludes outages caused by scheduled or emergency network and facility maintenance, which will be communicated to all customers in advance through our Billing Department webpage and will not exceed two hours per month.

The maximum credit amount for any client will not surpass 50% of their Recurring Monthly Fees for the relevant month. All credit requests must be made within 30 days of the outage. To request a credit, please send an email to sales@gtzhost.com including your account name, the outage's duration, and the time span.

Comprehensive DDoS Protection Service Level Agreement (DDoS SLA)

The Ultimate DDoS Mitigation Service Level Agreement (UDM SLA) outlines the commitments and solutions provided by GTZHost regarding the delivery of DDoS Protection Service, specifically targeting Layer 3 to Layer 4 (as defined below).

Terms and Definitions:

• Ultimate DDoS Protection (UDM): Refers to GTZHost's service aimed at mitigating Denial of Service Attacks on customers' Internet connectivity, delivered through the GTZHost Backbone.
• GTZHost Backbone: The network infrastructure exclusively owned and operated by GTZHost at selected points of presence (Selected POPs) where DDoS Protection Service is offered.
• GTZHost Network Operations (GTZHost NOC): The team responsible for operating, monitoring, and supporting the network infrastructure within the Selected POPs providing DDoS Protection Service.
• GTZHost Network Security (GTZHost Security): The team responsible for operating, monitoring, and supporting DPS Core.
• DDoS Attack (Attack): Denotes a Denial of Service attack on customers' Internet connectivity via the GTZHost Backbone.
• DDoS Mitigation Event (Event): Actions taken by GTZHost Network Security, utilizing the Backbone, to reduce the adverse impacts of an Attack.
• Null Routes (Nulls): Temporary null routing of an IP for up to 24 hours in response to severe DDoS attacks to investigate and prevent future occurrences.
• Trouble Ticket: A customer incident report generated by GTZHost NOC within its ticketing and tracking systems.
• Mitigation Request Response Time (Response Time): The time between a customer's Trouble Ticket submission to GTZHost NOC requesting a DDoS Mitigation Event and the initiation of troubleshooting and investigation by GTZHost Network Security.
• Event Fee: Fees incurred by the customer for a specific DDoS Mitigation Event.
• Access Control List (ACL): Packet filtering method permitting or denying network access by IP address or network protocol between a customer's network connection and the GTZHost Backbone.
• Standard ACL Change Request: Non-emergency ACL change requests reviewed within one business day for deployment upon approval.
• Emergency ACL Change Request: Immediate ACL change requests reviewed for immediate deployment upon approval.
• Included Standard ACL Change Requests: Number of Standard ACL Change Requests included in the monthly subscription.
• Standard ACL Change Request Rate: Fee associated with each Standard ACL Change Request.
• Emergency ACL Change Request Rate: Fee linked to each Emergency ACL Change Request.
• Emergency ACL Change Request Response Time: Time between a customer's Trouble Ticket submission for an Emergency ACL Change Request and the commencement of review by GTZHost Network Security or GTZHost NOC.

Response Time:

If a customer suspects a DDoS Attack and requests mitigation, GTZHost commits to responding within 60 minutes. Failure to meet this commitment results in a credit of 50% of the Event Fee or 50% of the Event Fee based on the "Included Mitigation Days."

ACL Change Request Response Time:

Standard ACL Change Requests are responded to within one business day, failing which a credit of 50% of the Standard ACL Change Request Rate is provided.

Exceptions:

Credits are not applicable in cases beyond GTZHost's control, access circuit failures, scheduled maintenance, DNS issues, false SLA breaches, or customer actions violating Terms and Conditions or Acceptable Use Policy.

Network/Global IP Transit Service Level Agreement (IP Transit SLA)

GTZHost is committed to delivering top-tier network performance to ensure optimal Internet connectivity for all clients. To uphold this commitment, GTZHost provides the following assurances to its on-site Internet clients:

• Uninterrupted Internet Access Guarantee: GTZHost guarantees 100% uninterrupted Internet access for all clients.
• Packet Loss Limit: Packet loss will not exceed 0.1% within an average 30-day period, specifically applicable to Level 3/PCCW Carriers.
• Jitter Performance: The average jitter on GTZHost's backbone network will be 285ms or less, with a maximum jitter not exceeding 10ms for more than 0.1% of a calendar month.
• Latency Standards: The average latency on GTZHost's backbone network will be 50ms or less for the North America (NA) Network, 80ms or less from NA to the Trans-Atlantic Network, 130ms or less from NA to the Trans-Pacific Network, and 285ms or less between Asia and Europe.
• Zero Packet Loss within GTZHost's Network: GTZHost ensures zero packet loss within its network.

In the event of any suspected network outages, clients can initiate the resolution process by opening a trouble ticket to request mitigation. Outage reports should be submitted to the GTZHost NOC via telephone (+1 31 29 10 5075) or through the Billing Department. The GTZHost Network Security Team commits to responding to the customer's request within 60 minutes.

Additionally, GTZHost guarantees premium network clients that all client traffic will reach its destination promptly, comparable to the performance of any other carrier in the region. This involves optimizing routing tables to direct traffic through the best available upstream link. GTZHost also ensures efforts are made to minimize any negative impact on users due to DDoS attacks from other customers on the network. Null routing of an IP address is considered a last resort, with filtering being the initial approach. It's important to note that downtimes related to null-routing of an IP or billing issues are not counted against the SLA.

Credit Requests and Payment Procedures

To request a credit under the Network/Global IP Transit SLA, follow these steps: Open a ticket and request a credit from our Billing Department within 30 days of the Event. Ensure your request is backed by GTZHost's measurements and timestamps within the GTZHost NOC Trouble Ticket Systems. Valid credits, covering Event Fees, Standard ACL Change Request Rate, and/or Emergency ACL Change Request Rate for the respective month, will be applied to your invoice within two billing cycles after GTZHost confirms the request's validity. Note that credits cannot exceed these fees, regardless of the DDoS Protection SLA terms.

To claim a credit under the Ultimate DDoS Protection SLA, proceed as follows: Open a ticket and request a credit from our Billing Department within 30 days of the Event, supported by GTZHost's measurements and timestamps in the GTZHost NOC Trouble Ticket Systems. Valid credits, covering Event Fees, Standard ACL Change Request Rate, and/or Emergency ACL Change Request Rate for the respective month, will be applied to your invoice within two billing cycles after GTZHost validates the request. Remember that credits are capped at these fees, irrespective of the DDoS Protection SLA provisions.

For credits under the Dedicated Server Hardware SLA, which offers a 12-hour hardware replacement SLA for all current dedicated server offerings, follow these steps to request a credit: The 12-hour period begins upon receipt of a ticket response confirming a hardware issue, applicable only if immediate maintenance is scheduled. If the hardware remains unreplaced beyond 12 hours from detecting the failure, you can request a 10% SLA credit. Additional 10% credits are available for each subsequent 12-hour delay. To request the credit, email the outage details and duration to sales@gtzhost.com.com within 30 days of the incident. The credit amount should not exceed 50% of the monthly fee for the affected server.