Support Center

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 Customer network connection and the Backbone.
• “Alert” means a notification generated by the DDoS Mitigation Platform upon detection of an anomalous traffic event based on Customer-defined traffic thresholds, NST-defined traffic thresholds, or Platform defaults.
• “Base Fee” consists solely of the base monthly fee paid by Customer for DPS Control, DPS Core, DPS Detect, or DPS Max 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, charges for additional services such as bandwidth usage that which is available without additional charge under GIN’s standard rates, hourly support charges, and other types of optional additional services.
• “Auto-Mitigation” means the automated Event response when an Alert has exceeded the high severity threshold defined by the customer or the DDoS Mitigation Platform has detected a “Fast Flood” attack.
• “Customer” means an NTT customer.
• “Customer Portal” means the primary customer portal for GIN services.  URL: https://gin.portal.ntt.net
• DDoS Attack (“Attack”) means a Denial of Service (DoS) or Distributed Denial of Service (DDoS) attack on the Internet connectivity provided to Customer over the Backbone.
• DDoS Mitigation Event (“Event”) means the implementation of steps by NST using the DDoS Mitigation Platform and Backbone to lessen negative impacts caused by an Attack.
• “DDoS Mitigation Platform” means the hardware and software used as part of detecting and mitigating Attacks.
• DDoS Mitigation Platform Outage (“Platform Outage”) means an instance where the DDoS Mitigation Platform is unavailable to start a mitigation of an Attack for more than 15 consecutive minutes.
• DDoS Protection Services – DPS Control (“DPS Control”) refers to the service provided by GIN as defined at https://www.gin.ntt.net/products-services/network-security/ddos-protection-services/ .
• DDoS Protection Services – DPS Core (“DPS Core”) refers to the service provided by GIN as defined at https://www.gin.ntt.net/products-services/network-security/ddos-protection-services/ .
• DDoS Protection Services – DPS Detect (“DPS Detect”) refers to the service provided by GIN as defined at https://www.gin.ntt.net/products-services/network-security/ddos-protection-services/ .
• DDoS Protection Services – DPS Max (“DPS Max”) refers to the service provided by GIN as defined at https://www.gin.ntt.net/products-services/network-security/ddos-protection-services/ .
• DDoS Protection Services Portal (“DPS Portal”) means the specific portal provided by GIN for DPS Control, DPS Core, DPS Detect, and DPS Max customers.  URL: https://dps-portal.ntt.net
• “Emergency ACL Change Request” refers to an ACL change request submitted to the NTT NOC or NST 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 the NTT NOC or NST requesting an Emergency ACL Change Request and the time when the NTT NOC or NST 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 or NST 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 the NTT NOC or NST 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, or when an Auto-Mitigation has been initiated. 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.
• NTT Global IP Network (“GIN”) means the Global IP Network service division within NTT Limited.
• NTT Global IP Network Backbone (“Backbone”) means Global IP Network owned and operated Internet Protocol (IP) routing infrastructure consisting solely of selected Global IP Network points of presence at which the Global IP Network has installed measurement devices (“Selected POPs”).
• NTT Network Operations (“NTT NOC”) means the GIN staff responsible for operating, monitoring, and supporting the Backbone.
• NTT Global IP Network Security Team (“NST”) means the GIN staff responsible for operating, monitoring, and supporting the DDoS Mitigation Platform.
• “Standard ACL Change Request” refers to an ACL change request submitted to the NTT NOC or NST 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 NST 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 Customer, NTT NOC, or NST in the NTT ticketing and/or tracking systems.

As described in more detail below, this Global IP Network DDoS Protection Services SLA provides commitments based upon the goal in four key areas:

• The DDoS Mitigation Platform available to Customer free of DDoS Mitigation Platform Outages 100% of the time.
• The Mitigation Response Time based upon the method of mitigation request and service category:
  • 30 minutes or less for requests made to the NTT NOC by telephone, email, or Customer Portal.
  • 15 minutes or less for requests made by utilizing the “Request Mitigation” function of the DPS Portal.
  • 2 minutes or less for requests made by utilizing the “Start Mitigation” function of the DPS Portal.
  • 2 minutes or less for requests made by Auto-Mitigation.
• Standard ACL Change Request Response Time of 1 business day.
• Emergency ACL Change Request Response Time of 30 minutes.

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.

Subject to Sections 8, 9, and 10 below, and upon Customer written request, NTT Global IP Network 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) or Mitigation Minutes, 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.

If 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 NST by telephone, email, or Customer Portal, the NST shall respond to the Customer and initiate a review of the ACL request within 1 business day of the request submission. Subject to Sections 8, 9, and 10 below, and upon Customer written 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.

A Customer shall not receive any credits under the DDoS Protection Services SLA in connection with any failure or deficiency of the DDoS Mitigation Platform caused by or associated with:

1. circumstances beyond NTT Global IP Network’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, pandemic, 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. scheduled maintenance and emergency maintenance and upgrades;
3. DNS issues outside the direct control of the NTT Global IP Network;
4. false SLA breaches reported as a result of outages or errors of any GIN measurement system;
5. a Customer’s acts or omissions (or act or omissions of others engaged or authorized by such Customer), including without limitation, failure to provide or update contact information, improperly defined attack thresholds, incomplete or incorrect communication of attack details, any negligence, willful misconduct, or use of the Backbone or DDoS Protection Services in breach of NTT’s Terms and Conditions of Service or Global IP Network Acceptable Use Policy.