Content Delivery Network (CDN)
Service Level Agreement

hereinafter ‘SLA’

The purpose of this SLA is to describe and set down the applicable Service Levels that Supplier provides to Customer with respect to Services. Supplier does not, implicitly or explicitly, undertake to achieve or warrant any results of Services. 

1. Definitions

• CDN (Content Delivery Network): a geographically distributed network infrastructure that optimizes the delivery and distribution of Customer’s content to end users on the Internet with minimal delay.
• Customer: The organization or an individual using the CDN to deliver content to its (his/her) users.
• Performance: The speed and reliability with which content is delivered to end users.
• Latency: The time it takes for data to be transmitted from the server to the end user.

2. SLA Objectives

This SLA aims to ensure the following levels of performance and reliability for CDN services:

• Network Availability: 99.9% uptime.
• Outage Time: If monthly availability falls below 99.9%, the Customer is eligible for SLA credits based on the outage time as follows:
  • 10 – 59 minutes: 12 hours credit
  • 1 – 2 hours: 24 hours credit
  • 2 – 4 hours: 48 hours credit
  • 4 – 7 hours: 120 hours credit
  • 7+ hours: 240 hours credit

3. Terms and Compensation

• If CDN fails to meet the declared availability, the Customer is entitled to SLA credits as outlined in section 2. The credits are based on the outage time and the monthly availability percentage.
• Compensation is limited to the amounts defined in section 2 and cannot exceed the equivalent of 240 hours of service credit.

4. Change Management Procedures

• Any changes to network configuration or equipment that may affect the SLA must be agreed upon with the Client at least 30 days before implementation.

In addition to the foregoing, Service Level commitments and remedies described herein do not apply to anyone other than Customer with a current and valid agreement with Supplier.