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DDoS Protection Services SLA

1.Application of DDoS Protection Services SLA

The DDoS Protection Services Service Level Agreement (“SLA”) provides Customers with DDoS Protection Services certain guarantees and remedies regarding Global IP Network performance related to the different DDoS Protection Services service offerings (as defined and further described below).

2. Definitions
  1. For purposes of this DDoS Protection Services SLA, the following terms have the meanings set forth below:
  • Access Control List (“ACL”) refers to a method of packet filtering intended to allow and/or deny network access by IP address or network protocol between a Customer network connection and the NTT Backbone.
  • “Customer” means an NTT customer.
  • DDoS Attack (“Attack”) means a Denial of Service attack on the Internet connectivity provided to Customer over the Global IP Network Backbone.
  • DDoS Mitigation Event (“Event”) means the implementation of steps by NTT Security using the Backbone to lessen negative impacts caused by an Attack.
  • DDoS Protection Services – DPS Control (“DPS Control”) refers to the service provided by the Global IP Network to mitigate the impacts associated with Denial of Service Attacks on Customer Internet connectivity provided over the Global IP Network Backbone.
  • DDoS Protection Services – DPS Core (“DPS Core”) refers to the service provided by the Global IP Network to mitigate the impacts associated with Denial of Service Attacks on Customer Internet connectivity provided over the Global IP Network Backbone.
  • DDoS Protection Services – DPS Detect (“DPS Detect”) refers to the service provided by the Global IP Network to mitigate the impacts associated with Denial of Service Attacks on Customer Internet connectivity provided over the Global IP Network Backbone.
  • DDoS Protection Services – DPS Max (“DPS Max”) refers to the service provided by the Global IP Network to mitigate the impacts associated with Denial of Service Attacks on Customer Internet connectivity provided over the Global IP Network Backbone.
  • “Emergency ACL Change Request” refers to an ACL change request submitted to the NTT NOC or NTT Security for immediate review, with deployment scheduled upon approval. The change request may consist of new ACL(s), changes to existing ACL(s), and/or the removal of ACL(s).
  • “Emergency ACL Change Request Rate” refers to the fee incurred for each Emergency ACL Change Request.
  • “Emergency ACL Change Request Response Time” refers only to the period of time between the opening of a Trouble Ticket by Customer with NTT NOC requesting an Emergency ACL Change Request and the time when NTT Security or the NTT NOC contacts Customer (or attempts to contact Customer) to begin the review process of the intended Emergency ACL Change Request. Emergency ACL Change Request Response Time does not refer to the period of time between the opening of a Trouble Ticket by Customer with NTT NOC for an Emergency ACL Change Request and the deployment of the ACL change.
  • “Event Fee” consists solely of the fee incurred by Customer related to a specific Event.
  • “Included Standard ACL Change Requests” refers to the number of Standard ACL Change Requests included as part of the monthly subscription.
  • Mitigation Request Response Time (“Response Time”) refers only to the period of time between the opening of a Trouble Ticket by Customer with NTT NOC requesting an Event and the time when NTT Security contacts the Customer (or attempts to contact the Customer) to begin the troubleshooting and investigation required. Response Time does not refer to the period of time between the opening of a Trouble Ticket by Customer with NTT NOC requesting an Event and the implementation of the steps needed to mitigate an Attack.
  • Global IP Network Backbone (“Backbone”) means Global IP Network owned and operated network infrastructure consisting solely of selected Global IP Network points of presence at which Global IP Network offers DDoS Protection Services (“Selected POPs”)
  • NTT Network Operations (“NTT NOC”) means the Global IP Network staff responsible for operating, monitoring and supporting the Global IP Network owned and operated network infrastructure consisting solely of Selected POPs (“DDoS Protection”).
  • NTT Network Security (“NTT Security”) means the Global IP Network staff responsible for operating, monitoring and supporting DDoS Protection Services.
  • “Standard ACL Change Request” refers to an ACL change request submitted to the NTT NOC or NTT Security that will be reviewed within 1 business day, with deployment scheduled upon approval. The change request may consist of new ACL(s), changes to existing ACL(s), and/or removal of ACL(s).
  • “Standard ACL Change Request Response Time” refers only to the period of time between the opening of a Trouble Ticket by Customer with NTT NOC requesting a Standard ACL Change and the time when NTT NOC or NTT Security approves an ACL for deployment. Standard ACL Change Request Response Time does not refer to the period of time between the opening of a Trouble Ticket by Customer with NTT NOC for a Standard ACL Change Request and the deployment of the ACL change.
  • “Standard ACL Change Request Rate” refers to the fee incurred for each Standard ACL Change Request.

“Trouble Ticket” means a Customer incident report created by the NTT NOC in its ticketing and/or tracking systems.

  1. “SCD Content” means cacheable objects (as defined below) which are delivered to a SCD cache server.
  2. “Cache Servers” means servers for delivering SCD Content which are located on the global Smart Content Delivery service platform.
  3. “SCD Service Outage” means an instance in which no SCD Content is delivered for more than 15 consecutive minutes.
  4. “Origin Server” means either GIN’s or Customer’s Internet web site server where Customer Content is stored for retrieval by the Cache Servers.
  5. “Cacheable Object” means any web object designated by Customer on its Origin Server as being cacheable.
  6. “SCD Account” means an individual Media Control Center account on the SCD platform.
  7. “Base Fee” consists solely of the base monthly fee paid by Customer for an SCD Account and excludes all other fees which might be charged to Customer, including, by way of example and not limitation, set-up fees, fees for Internet access and local loop, space rental fees, charges for additional services such as managed services, incremental bandwidth usage, electricity, extra IP addresses, RAM, or hard drives beyond that which is available without additional charge under GIN’s standard rates, hourly support charges, and other types of optional additional services.
3. Summary of Global IP Network DDoS Protection Services SLAs

As described in more detail below, this Global IP Network DDoS Protection Services SLA provides commitment based upon the goal of providing rapid Response Time in the event of an Attack or ACL change.

4. Global IP Network DDoS Protection Services Mitigation Response Time for DPS Core, DPS Detect, or DPS Max Customers
  1. If a DPS Core, DPS Detect, or DPS Max Customer suspects they are the target of an Attack, such Customer has multiple methods available to open up a Trouble Ticket to specifically request that a mitigation be started. For such mitigation requests submitted to the NTT NOC by telephone, email, or Customer Portal (https://gin.portal.ntt.net), the NTT Security Team shall respond to the Customer request within 30 minutes. For mitigation requests submitted utilizing the NTT DDoS Protection Service Customer Portal (https://dps-portal.ntt.net), the NTT Security Team shall reply to the Customer request within 15 minutes. Subject to Sections 7 and 8 below, and upon Customers request, NTT will issue a credit to Customer for failure to meet this Response Time commitment in an amount equal to 50% of the Event Fee paid by Customer (or, if the Mitigation duration falls within the included Mitigation day(s), 50% of the Event Fee which would have been paid by the Customer) for the Event in which this Response Time obligation was not met.
5. Global IP Network DDoS Protection Services Standard ACL Change Request Response Time
If a Customer desires to make a standard, non-Emergency addition, change, or removal of an ACL, the Customer has multiple methods available to open a Trouble Ticket to specifically make a Standard ACL Change Request. For Standard ACL Change Requests submitted to the NTT NOC or NTT Security by telephone, email, or Customer Portal (https://gin.portal.ntt.net), the NTT Security Team shall respond to the Customer and initiate a review of the ACL request within 1 business day of the request submission. Subject to Sections 7 and 8 below, upon Customers request, NTT will issue a credit to Customer for failure to meet this Standard ACL Change Response Time commitment in an amount equal to 50% of the Standard ACL Change Request Rate paid by Customer (or, if the Standard ACL Change Request falls within the Included Standard ACL Change Requests, 50% of the Standard ACL Change Request Rate which would have been paid by the Customer) for the request in which this Standard ACL Change Request Response Time obligation was not met.
6. Global IP Network DDoS Protection Services Emergency ACL Change Request Response Time

In the event that a Customer desires to make an Emergency addition, change, or removal of an ACL, the Customer has multiple methods available to open up a Trouble Ticket to specifically make an Emergency ACL Change Request. For Emergency ACL Change Requests submitted to the NTT NOC or NTT Security by telephone, email, or the Customer Portal (https://gin.portal.ntt.net), the NTT Security Team shall respond to the Customer within 30 minutes. Subject to Sections 7 and 8 below, upon the Customer’s request, NTT will issue a credit to the Customer for failure to meet this Emergency ACL Change Response Time commitment in an amount equal to 50% of the Emergency ACL Change Request Rate paid by the Customer for the request in which this Emergency ACL Change Request Response Time obligation was not met.

7. Measurement

Global IP Network will measure Response Time using the NTT NOC Trouble Ticket Systems. Global IP Network reserves the right to periodically change the measurement systems and methodologies it uses without notice to the Customer.

8. Exceptions

A Customer shall not receive any credits under the DDoS Protection SLA in connection with any failure or deficiency of the Global IP Network Backbone caused by or associated with:

  1. circumstances beyond NTT Communication’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third-party services, failure of third party software or inability to obtain raw materials, supplies, power or equipment that are used in, or otherwise required for, the provision of the DDoS Protection Services;
  2. failure of access circuits to the Global IP Network Backbone;
  3. scheduled maintenance and emergency maintenance and upgrades;
  4. DNS issues outside the direct control of the Global IP Network;
  5. false SLA breaches reported as a result of outages or errors of any Global IP Network measurement system;
  6. a Customer’s acts or omissions (or act or omissions of others engaged or authorized by such Customer), including without limitation, any negligence, willful misconduct, or use of the Global IP Network Backbone or DDoS Protection Services in breach of NTT’s Terms and Conditions of Service or Global IP Network Acceptable Use Policy.
9. Credit Request and Payment Procedures

In order to receive a credit under these SLAs, Customer must make a request by accessing and following the credit request procedures as informed by our sales or billing representatives. Each request in connection with a Response Time that exceeded the SLA threshold must be received by the Global IP Network within thirty (30) days of the completion of the request and must be confirmed by Global IP Network support ticket within thirty (30) days after the end of such month.  Each valid credit will be applied to an invoice of Customer within two billing cycles after the Global IP Network’s receipt of Customer’s request. Credits are exclusive of any applicable taxes charged to Customer or collected by NTT.  Notwithstanding anything in these DDoS Protection Services SLAs to the contrary, the total amount credited to a Customer in connection with Response Time in any calendar month will not exceed the Base Fee paid by Customer for such month.

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