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SERVICE LEVEL AGREEMENT

Important information you need to know!

Always reliable. Always online. Please insure you understand our service level agreement (SLA) before signing-up with any of our services. As you will be responsible for any breach in agreement. We want to make sure you are happy with our services that is why we have this posted for you to read and understand.
Introduction

This document shows you the high quality of service we are promising. Global Frag Networks has spent considerable time and money to make available one of the most redundant networks available anywhere. This has been accomplished by the following:

  • Redundant routers and switches
  • Multiple upstream providers
  • All key network components are monitored 24×7 Dedicated Server and Colocation Power/Network SLA

Support Communication Escalation:

  • First: Call 1-866-436-5573
  • Second: Submit at ticket at http://www.globalfrag.com/billing/clientarea.php
  • Third: Email - emergency@globalfrag.com

Global Frag Networks will provide a 100% uninterrupted transit to the Internet (as measured on a monthly basis) as well as 100% uninterrupted electricity. Should transit to the Internet or electricity become unavailable for a cumulative period up to 1 hour beyond the 100% minimum in any month of service, the client will receive an account credit equivalent to 5% of the client’s Recurring Monthly Fees of affected services for that month for every additional 1 hour the network or power is unavailable, unless otherwise stated below it will not to exceed 50% of the client’s Recurring Monthly Fees.

Unless otherwise stated below, all credit calculations will be based on unavailability in 1 hour increments. The above agreement does not cover outages caused by equipment and/or events under the control of the client. This Service Level Agreement does not cover outages due to scheduled or emergency network and/or facility maintenance, which will be broadcast to all customers in advance via the web page at http://www.globalfrag.com/billing, and will not exceed 180 minutes per month.

Unless otherwise stated below, any and all credits to the client will not exceed 50% of the client’s Recurring Monthly Fees for the month in which the credit is issued. Unless otherwise stated below, all credits must be requested within 30 days of the incident.

To request a credit via email sla@globalfrag.com with your account name along with the time of and time span of the outage. Accounts must not be past due when requesting an SLA credit.

To request a credit via a support ticket please submit it to: http://www.globalfrag.com/billing/clientarea.php - Billing Department.

Dedicated Server Hardware SLA

Global Frag Networks offers a 12 hour hardware replacement SLA on all current dedicated server offerings. The 12 hour period begins as soon as there is a ticket response confirming a hardware issue and only applies if it is specified to perform the maintenance immediately. If the hardware is not replaced within 12 hours of the detected failure a 10% SLA credit can be requested, with an additional 10% for each additional 12 hours, by emailing the details and duration of the outage to emergency@globalfrag.com. The credit must be requested within 30 days of the incident and the amount of the credit cannot exceed 50% of the monthly fee for the affected server.

Shared Hosting/VPS/Backup SLA Global Frag Networks will provide a minimum 99.99% uninterrupted access to your web site, email, and other related services. Should your services become unavailable for a cumulative period beyond the allowed 0.01% in any month of service, the client will receive a credit equivalent to 5% of the client’s pro-rated recurring monthly fees for that month and then an additional 5% for every additional 1 hour the web site and/or other related services are unavailable, not to exceed 50% of the client’s monthly recurring charges.

All credit calculations will be based on unavailability in 1 hour increments. The above agreement does not cover outages caused by client error or account transfers. This Service Level Agreement does not cover outages due to scheduled or emergency network and/or facility maintenance, which will be broadcast to all customers in advance via the web page at http://www.globalfrag.com/billing, and will not exceed two hours per month.

Any and all credits to the client will not exceed 50% of the client’s Recurring Monthly Fees for the month in which the credit is paid. All credits must be requested within 30 days of the outage.

To request a credit email sla@globalfrag.com with your account name along with the time of and time span of the outage.

Ultimate DDoS Protection SLA

The Ultimate DDoS Protection (“UDP”) (SLA) provides Customers with DDoS Protection Service (Layer 3 to Layer 4 Only) – certain guarantees and remedies regarding Global Frag Networks performance related to the DDoS Protection Service – UDP (as defined below).

For purposes of the DDoS Protection Service – DPS Core SLA, the following terms have the meanings set forth below:

  • “DDoS Protection Service – Ultimate DDoS Protection“ (“UDP”) refers to the service provided by Global Frag Networks to mitigate the impacts associated with Denial of Service Attacks on Customer Internet connectivity provided over the Global Frag Networks’ Backbone.

  • “Global Frag Networks Backbone" (“Backbone”) means Global Frag Networks owned and operated network infrastructure consisting solely of selected Global Frag Networks points of presence at which Global Frag Networks offers DDoS Protection Service ("Selected POPs")

  • "Global Frag Networks Network Operations" (“GFN NOC”) means the Global Frag Networks staff responsible for operating, monitoring and supporting the Global Frag Networks owned and operated network infrastructure consisting solely of selected Global Frag Networks points of presence at which Global Frag Networks offers DDoS Protection Service (“DDoS Protection”).

  • “Global Frag Networks Network Security” (“GFN Security”) means the Global Frag Networks staff responsible for operating, monitoring and supporting DPS Core.

  • "DDoS Attack" (“Attack”) means a Denial of Service attack on the Internet connectivity provided to Customer over the Global Frag Networks Backbone.

  • "DDoS Mitigation Event" (“Event”) means the implementation of steps by Global Frag Networks Network Security using the Backbone to lessen negative impacts caused by an Attack.

  • "Trouble Ticket" (“Trouble Ticket”) means a customer incident report created by the GFN NOC in its ticketing and/or tracking systems.

  • "Mitigation Request Response Time" (“Response Time”) refers only to the period of time between the opening of a Trouble Ticket by Customer with GFN NOC requesting a DDoS Mitigation Event and the time when Global Frag Networks Network Security contacts Customer (or attempts to contact 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 GFN NOC requesting a DDoS Mitigation Event and the implementation of the steps needed to mitigate an Attack.

  • "Event Fee" (“Event Fee”) consists solely of the fee incurred by Customer related to a specific Event.

  • “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 GFN Backbone.

  • “Standard ACL Change Request” refers to an ACL change request submitted to the GFN NOC or GFN 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).

  • “Emergency ACL Change Request” refers to an ACL change request submitted to the GFN NOC or GFN 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).

  • “Included Standard ACL Change Requests” refers to the number of Standard ACL Change Requests included as part of the monthly subscription.
  • “Standard ACL Change Request Rate” refers to the fee incurred for each Standard ACL Change Request.

  • “Emergency ACL Change Request Rate” refers to the fee incurred for each Emergency ACL Change Request.

  • “Standard ACL Change Request Response Time” refers only to the period of time between the opening of a Trouble Ticket by Customer with GFN NOC requesting a Standard ACL Change and the time when GFN NOC or GFN 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 GFN NOC for a Standard ACL Change Request and the deployment of the ACL change.

  • “Emergency ACL Change Request Response Time” refers only to the period of time between the opening of a Trouble Ticket by Customer with GFN NOC requesting an Emergency ACL Change Request and the time when Global Frag Networks Network Security or the GFN 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 GFN NOC for an Emergency ACL Change Request and the deployment of the ACL change.

Response Time

In the event that a Customer suspects they are the target of a Denial of Service Attack, the Customer has multiple methods available to open up a trouble ticket to specifically request that a mitigation be started. For mitigation requests submitted to the GFN NOC by telephone, (1-866-436-5573) or ticket http://www.globalfrag.com/billing/clientarea.php, the Global Frag Networks Network Security Team shall respond to the Customer request within 60 minutes. Global Frag Networks 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 Days”, 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.

ACL Change Request Response Time

In the event that a Customer desires to make a standard, non-Emergency addition, change, or removal of an ACL, the Customer has multiple methods available to open up a trouble ticket to specifically make a Standard ACL Change Request. For Standard ACL Change Requests submitted to the GFN NOC or GFN Network Security by telephone (1-866-436-5573), or Customer Portal (https://www.globalfrag.com/billing/clientarea.php), the GFN Network Security Team shall respond to the customer and initiate a review of the ACL request within 1 business day of the request submission. Global Frag Networks 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.

Exceptions

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

  • Circumstances beyond Global Frag Networks’ 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 Service;
  • Failure of access circuits to the Global Frag Networks Backbone;
  • Scheduled maintenance and emergency maintenance and upgrades;
  • DNS issues outside the direct control of Global Frag Networks;
  • False SLA breaches reported as a result of outages or errors of any Global Frag Networks’ measurement system;
  • Customer's acts or omissions (or act or omissions of others engaged or authorized by Customer), including without limitation, any negligence, willful misconduct, or use of the Global Frag Networks’ Backbone or DDoS Protection Service in breach of Global Frag Networks’ Terms and Conditions of Service or Global Frag Networks’ Acceptable Use Policy.

Network/Global IP Transit SLA

Performance Guarantee Global Frag Networks will maintain its network in such a manner as to provide to all customers the best possible performance to the Internet. In order to achieve this Global Frag Networks makes the following guarantees to all onsite Internet clients:

  • 100% guaranteed uninterrupted transit to the Internet.
  • Packet Loss will not exceed 0.1% within an average of 30 days period. (Level 3/PCCW Carriers Only).
  • The Average Jitter on the Global Frag Networks’ backbone will be 285ms or less
  • The Maximum Jitter on the Global Frag Networks’ backbone will not exceed 10ms more than 0.1% of a calendar month.
  • The Average Latency on the Global Frag Networks’ backbone will be 50 ms or less for the North America (NA) Network, 80ms or less from NA to Trans-Atlantic Network, 130ms or less from NA to Trans Pacific Network, and 285 ms or less between Asia and Europe.
  • Zero packet loss internal to Global Frag Networks’s network.
In the event that a Customer suspects any network outages, the Customer has multiple methods available to open up a trouble ticket to specifically request that a mitigation be started. For outage report must be submitted to the GFN NOC by telephone, (1-866-436-5573) or ticket http://www.globalfrag.com/billing/clientarea.php, the Global Frag Networks Network Security Team shall respond to the Customer request within 60 minutes.

In addition to the above performance guarantees, Global Frag Networks will, for all premium network clients, take all possible measures to insure all client traffic reaches its destination in a timely fashion comparable and within reason to any other carrier in the area. These measures include the manipulation of routing tables so as to direct traffic to the Internet using its best possible upstream link. It is also guaranteed that efforts will be made to assure no users will be negatively affected by DDoS attacks against other customers on our network. Null routing of an IP is only done as a last resort on our network as filtering will be attempted first. DDoS attacks to or from servers on our networks may be null-routed if attacks are identified. Downtimes due to the null-routing of an IP or regarding billing issues do not count against the SLA.

Credit Request and Payment Procedures

  • In order to receive a credit under the Network/Global IP Transit SLA, Customer must make a request by opening a ticket and requesting a credit from our Billing Department at http://www.globalfrag.com/billing/clientarea.php. Each request in connection with a Response Time failure must be received by Global Frag Networks within (30) days of the Event and must be confirmed by Global Frag Networks’s measurements and timestamps in GFN NOC Trouble Ticket Systems. Each valid credit will be applied to an invoice of Customer within two billing cycles after Global Frag Networks receipt of Customer's request. Credits are exclusive of any applicable taxes charged to Customer or collected by Global Frag Networks.
  • In order to receive a credit under the Ultimate DDoS Protection SLA, Customer must make a request by opening a ticket and requesting a credit from our Billing Department at http://www.globalfrag.com/billing/clientarea.php. Each request in connection with a Response Time failure must be received by Global Frag Networks within (30) days of the Event and must be confirmed by Global Frag Networks’s measurements and timestamps in GFN NOC Trouble Ticket Systems. Each valid credit will be applied to an invoice of Customer within two billing cycles after Global Frag Networks receipt of Customer's request. Credits are exclusive of any applicable taxes charged to Customer or collected by Global Frag Networks.
    Notwithstanding anything in the DDoS Protection SLAs to the contrary, the total amount credited to a Customer in connection with Response Time in any calendar month will not exceed the Event Fees, Standard ACL Change Request Rate, and/or Emergency ACL Change Request Rate paid by Customer for such month.
  • In order to receive a credit under the Dedicated Server Hardware SLA, Global Frag Networks offers a 12 hour hardware replacement SLA on all current dedicated server offerings. The 12 hour period begins as soon as there is a ticket response confirming a hardware issue and only applies if it is specified to perform the maintenance immediately. If the hardware is not replaced within 12 hours of the detected failure a 10% SLA credit can be requested, with an additional 10% for each additional 12 hours, by emailing the details and duration of the outage to sla@globalfrag.com. The credit must be requested within (30) days of the incident and the amount of the credit cannot exceed 50% of the monthly fee for the affected server.