SERVICE LEVEL AGREEMENT (SLA)
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SPTel DDoSProtect provides the promise of service quality through SLA commitment on by Service Availability commitment and High Severity Security Notification turnaround. With these SLA commitments, users are assured that their Internet Services are protected at all times from DDoS attacks with SPTEL IOC on watch, ensuring that all high severity events of DDoS will be proactively and swiftly alerted. Please refer to the full product specific terms & conditions for details. |
Service Availability
The following table illustrates the Service Availability SLAs of the various DDoSProtect service packages. |
Table 1 Service Availability Service Level Agreement
SLA |
Enterprise |
Premium |
Premium+ |
Service Up-Time |
99.99% |
99.99% |
99.999% |
DDoSProtect Service is considered to be available as long as at least one feature of the service is in function at X% of the time where ‘X’ is calculated monthly based on the following formula:
X% = 1 - ( A / (30 days x 24 hours x 60 minutes) )
where ‘A’ is the time in minutes the service is not available or functioning. ‘A’ is based on the fault records generated by SPTel Case Management.
High Severity Security Notifications
The following table illustrates the Notification SLAs for DDoSProtect service.
Table 2 Notification Service Level Agreement for High Severity events
SLA |
Enterprise |
Premium |
Premium+ |
High Severity Notifications |
< 30 minutes |
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- Only high severity incidents will be subject to this SLA
- Customized notification protocols are excluded by default from these SLAs unless otherwise agreed