ProstoServer's Dedication to Delivering Reliable, Efficient, and Unmatched Service Excellence

Dedicated Server Hardware SLA

ProstoServer is committed to ensuring quick resolution of hardware issues with a 12-hour hardware replacement SLA for all current dedicated server plans. The 12-hour timer starts once the hardware issue is confirmed through a support ticket, with immediate maintenance specified. If the hardware replacement is not completed within 12 hours, you are entitled to a 10% SLA credit. For every additional 12-hour delay, another 10% credit can be requested. To claim a credit, please email the details of the outage and its duration to sales@prostoserver.com. Credit requests must be submitted within 30 days of the incident, and the total credit cannot exceed 50% of the affected server’s monthly fee.

ProstoServer guarantees at least 100% uptime for access to your website, email, and associated services. If downtime exceeds 0.01% in any given month, you qualify for a credit equal to 5% of your pro-rated recurring monthly fees for that month, plus an additional 5% for every extra hour your services are unavailable. This credit is capped at 50% of your monthly recurring fees. Credits are calculated in hourly increments, and this agreement excludes downtime caused by client errors, account transfers, or scheduled and emergency maintenance. Maintenance downtime, which will be communicated in advance, will not exceed two hours per month.

The maximum credit for any client is limited to 50% of the relevant month’s recurring fees. All credit requests should be made within 30 days of the outage. To request a credit, send an email to sales@prostoserver.com, including your account name, outage duration, and relevant time frame.

Ultimate DDoS Mitigation SLA

The Ultimate DDoS Mitigation Service Level Agreement (UDM SLA) provides customers with comprehensive assurances and solutions related to ProstoServer's DDoS Protection Service, specifically covering Layer 3 to Layer 4 attacks (as detailed below). For the purposes of this DDoS Protection Service - DPS Core SLA, the following terms have the specified meanings:

Dedicated Server Hardware SLA

This refers to the service provided by ProstoServer to mitigate the effects of Denial of Service (DoS) attacks on customers' Internet connectivity, delivered via the ProstoServer Backbone.

ProstoServer Backbone

This is ProstoServer's network infrastructure, exclusively owned and operated at selected points of presence where ProstoServer provides DDoS Protection Service (referred to as "Selected POPs").

ProstoServer Network Operations (ProstoServer NOC)

This team at ProstoServer is responsible for operating, monitoring, and supporting the network infrastructure within the Selected POPs where ProstoServer delivers DDoS Protection Service.

ProstoServer Network Security (ProstoServer Security)

This team handles the operation, monitoring, and support of DPS Core services.

DDoS Attack (Attack)

A Denial of Service attack that targets the Internet connectivity provided to customers over the ProstoServer Backbone.

DDoS Mitigation Event (Event)

Refers to the actions taken by ProstoServer Network Security, using the Backbone, to reduce the adverse impacts caused by a DDoS Attack.

Null Routes (Nulls)

If a DDoS attack cannot be sufficiently mitigated and it disrupts the ProstoServer Backbone or affects other customers, ProstoServer reserves the right to null route the IP for up to 24 hours to investigate and prevent further disruptions.

Trouble Ticket

A customer incident report generated by the ProstoServer NOC within its ticketing and tracking system.

Mitigation Request Response Time (Response Time)

This measures the time between the opening of a Trouble Ticket by a customer requesting a DDoS Mitigation Event and when ProstoServer Network Security contacts the customer (or attempts to contact them) to begin troubleshooting and investigation. This does not include the time taken to implement mitigation measures.

Event Fee

The fees incurred by the customer for a specific DDoS Mitigation Event.

Access Control List (ACL)

A packet filtering method that determines network access by IP address or network protocol between a customer's connection and the ProstoServer Backbone.

Standard ACL Change Request

A request for ACL changes submitted to ProstoServer NOC or ProstoServer Security, which will be reviewed within one business day, and deployment will be scheduled upon approval. This can include adding new ACLs, modifying existing ones, or removing ACLs.

Emergency ACL Change Request

A request for immediate ACL changes submitted to ProstoServer NOC or ProstoServer Security, with deployment scheduled upon approval. Similar to the Standard ACL Change Request, this includes new ACLs, changes to existing ACLs, or removal.

Included Standard ACL Change Requests

The number of Standard ACL Change Requests included as part of the monthly subscription.

Standard ACL Change Request Rate

The fee charged for each Standard ACL Change Request.

Emergency ACL Change Request Rate

The fee charged for each Emergency ACL Change Request.

Emergency ACL Change Request Response Time

The time between the opening of a Trouble Ticket by a customer requesting an Emergency ACL Change, and the time when ProstoServer Network Security or the NOC contacts the customer (or attempts to contact them) to begin the review process for the ACL change request. It does not include the time between the Trouble Ticket opening and the ACL deployment.

Response Time

If a customer suspects they are being targeted by a Denial of Service (DoS) attack and wishes to initiate mitigation, there are several methods to open a trouble ticket for this purpose. When mitigation requests are made via telephone to the ProstoServer NOC (+13129105075) or through the Billing Department via a ticket, the ProstoServer Network Security Team commits to responding to the customer's request within 60 minutes. In cases where this Response Time commitment is not met, ProstoServer will provide the customer with a credit equal to 50% of the Event Fee paid by the customer, or 50% of the Event Fee that would have been paid by the customer, should the mitigation fall within the "Included Mitigation Days."

ACL Change Request Response Time

When a customer wishes to make a standard, non-emergency adjustment, change, or removal to an Access Control List (ACL), they can create a trouble ticket through several methods for a Standard ACL Change Request. If these requests are submitted via telephone (+13129105075) to the ProstoServer NOC or ProstoServer Network Security, or through the Customer Portal, the ProstoServer Network Security Team commits to responding to the customer and beginning the review process of the ACL request within one business day of submission. If ProstoServer fails to meet this Standard ACL Change Response Time commitment, the customer will receive a credit equivalent to 50% of the Standard ACL Change Request Rate paid by the customer, or 50% of the Standard ACL Change Request Rate that would have been paid by the customer, if the Standard ACL Change Response Time obligation is not fulfilled.

Exceptions

The DDoS Protection SLA does not entitle the customer to credits in the following circumstances associated with or caused by the ProstoServer Backbone:

1. Events beyond ProstoServer's reasonable control, including governmental actions, war, insurrection, sabotage, embargo, fire, flood, strikes, or other labor disturbances, transportation interruptions or delays, unavailability or interruptions in telecommunications or third-party services, failures of third-party software, or inability to obtain necessary raw materials, supplies, power, or equipment required for providing the DDoS Protection Service.
2. Failures of access circuits to the ProstoServer Backbone.
3. Scheduled maintenance, emergency maintenance, and upgrades.
4. DNS issues outside of ProstoServer's direct control.
5. False SLA breaches reported due to outages or errors in any of ProstoServer's measurement systems.
6. Customer's actions or omissions, or those of others authorized or engaged by the customer, including negligence, willful misconduct, or use of the ProstoServer Backbone or DDoS Protection Service in violation of ProstoServer's Terms and Conditions of Service or Acceptable Use Policy.

Network/Global IP Transit SLA

ProstoServer is dedicated to maintaining its network to ensure the highest possible Internet performance for all customers. To fulfill this commitment, ProstoServer offers the following guarantees to all on-site Internet clients:

• A 100% guarantee of uninterrupted Internet access.
• Packet loss will not exceed 0.1% within an average 30-day period (applicable to Level 3/PCCW Carriers Only).
• The average jitter on ProstoServer's backbone network will be 285ms or less.
• The maximum jitter on ProstoServer's backbone network will not exceed 10ms for more than 0.1% of a calendar month.
• The average latency on ProstoServer'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 ProstoServer's network.

If a customer suspects any network outages, they can initiate the process by opening a trouble ticket to request mitigation. In the event of an outage report, it should be submitted to the ProstoServer NOC via telephone (+13129105075) or through the Billing Department. The ProstoServer Network Security Team commits to responding to the customer's request within 60 minutes.

In addition to the above performance guarantees, ProstoServer will, for all premium network clients, take every possible measure to ensure that all client traffic reaches its destination in a timely manner, similar to and in line with the performance of any other carrier in the region. These measures include optimizing routing tables to direct traffic to the Internet through the best available upstream link. ProstoServer also guarantees that efforts will be made to minimize any negative impact on users due to DDoS attacks from other customers on our network. Null routing of an IP address is considered a last resort on our network, with filtering being the initial approach. Downtimes related to null-routing of an IP or billing issues are not counted against the SLA.

Credit Requests and Payment Procedures

To claim a credit under the Network/Global IP Transit SLA, the process is as follows: Open a ticket and request a credit from our Billing Department. The request related to a Response Time failure should be submitted to ProstoServer within 30 days of the Event and be supported by ProstoServer's measurements and timestamps within the ProstoServer NOC Trouble Ticket Systems. Once confirmed, valid credits will be applied to the Customer's invoice within two billing cycles after ProstoServer receives the request. Keep in mind that credits do not cover more than the Event Fees, Standard ACL Change Request Rate, and/or Emergency ACL Change Request Rate paid by the Customer for the respective month, regardless of what is stated in the DDoS Protection SLAs.

For credits under the Dedicated Server Hardware SLA, ProstoServer provides a 12-hour hardware replacement SLA for all current dedicated server offerings. Here's how to request a credit: The 12-hour period commences upon receiving a ticket response confirming a hardware issue and only applies if the maintenance is scheduled immediately. If the hardware isn't replaced within 12 hours of detecting the failure, a 10% SLA credit can be requested. Additional 10% credits are available for each extra 12-hour delay. To request the credit, email the outage details and duration to sales@protoserver.com within 30 days of the incident. The credit amount should not exceed 50% of the monthly fee for the affected server.