Zenlayer AI Gateway
Last updated: October 24, 2025
1. Product Summary.
Zenlayer AI Gateway is a worldwide network acceleration platform. It relies on Zenlayer's global backbone network resources to enable nearby network access and global point-to-point and point-to-multipoint interconnections. Zenlayer AI Gateway provides high-quality network services for global customers by offering various network solutions, including low latency, anti-jitter, and packet loss control.
2. Definition.
2.1 "Bandwidth Support Application" means formal written request submitted to Zenlayer by Customer, per Section 3.3 below. Formal written request may be sent to the Zenlayer Sales Representative/Account Manager signed to the Customer.
2.2 "Unavailability" refers to situations where all of the Customer's communication attempts to pass through the designated acceleration area fail within the acceleration channel during a specific minute. This failure is determined based on the packet loss rate within the acceleration channel, which is monitored by Zenlayer. It is important to note that the minutes of unavailability caused by Section 4.3 below will be excluded.
2.3 "Peak Bandwidth Usage" means the amount of Internet access bandwidth used by Customer in excess of Committed Bandwidth each month, if any.
2.4 "Peak Bandwidth Notice" means formal written request submitted to Zenlayer by Customer, per Section 3.2 below. Formal written request may be sent to the Zenlayer Sales Representative/Account Manager signed to the Customer.
3. Service Availability
3.1 Service Availability Formula. Subject to Section 2.2 of this SLA, with the exception of the domain that has less than 1 million monthly requests, Zenlayer AI Gateway service availability shall be calculated as follows:
% = Service Availability
T = Total Minutes per month
U = Unavailability duration (round up to the nearest minutes)
3.2 Significant Change in Peak Bandwidth Usage. Customer shall provide a written Peak Bandwidth Notice at least three (3) Business Days in advance to Zenlayer for approval if Customer plans to increase or decrease the monthly peak bandwidth by thirty percent (30%) or by more than one hundred (100) Gbps compared to the last calendar month. If Customer fails to provide the Peak Bandwidth Notice in advance or fails to obtain approval from Zenlayer, Zenlayer shall not be liable for any service availability issues caused as a result.
3.3 Usage-Based Bandwidth Restriction. For usage-based billing, the peak bandwidth is capped at 100 Mbps. If Customer’s actual peak bandwidth is more than 100 Mbps, Customer shall either (A) switch to bandwidth-based billing, or (B) provide a written Bandwidth Support Application at least three (3) Business Days in advance to Zenlayer for approval. If Customer chooses solution B but fails to provide the Bandwidth Support Application in advance or fails to obtain approval from Zenlayer, Zenlayer shall not be liable for any service availability issues caused herein.
4. Service Level Guarantee.
4.1 Unless otherwise described herein, if Zenlayer fails to meet the Service Availability guarantee of 99.9% which based on the calculation formula of service availability in Section 3, Customer shall be entitled to a Service Level Credit equivalent to twice of average cost per minute of the service failure. The Service Level Credit can only be applied to offsetting the service fee of the following month or for extending the service time. The Service Level Credit cannot be exchanged for cash. Additionally, the Service Level Credit shall not exceed the monthly fee for the month in which the Service failure occurred.
4.2 To submit a claim for Service Level Credit, Customer shall
(a) Notify Zenlayer in writing within five (5) days of the outage, and
(b) Provide necessary information, including Customer’s name, Customer’s administrative contact, contract number, date of the event giving rise to the claim with beginning and end time, origination and destination route, source, and destination IP Addresses, and a traceroute from the source address (if applicable).
(c) Customer shall not be entitled to a credit if at the time of submission for credit by Customer (i) the Customer’s payment account is past due and/or (ii) the applicable Services have been terminated.
(d) The amount and ratio of credit shall only apply to the affected service, and the credit shall be calculated upon the total MRC amount, as stated in the applicable SOF, of the affected Service.
(e) The credit shall be calculated by referencing the records held by Zenlayer, which will be the sole conclusive evidence of the service level achieved, absent manifest error.
4.3 Zenlayer shall be not responsible for service failure caused by the following reasons:
(a) Emergency or scheduled maintenance;
(b) Force Majeure;
(c) Actions by Customer or others authorized by Customer to use the Services or Customer-provided equipment, or software or local access facilities ordered directly by Customer;
(d) Failure of power, facilities, equipment, systems, or connections not provided by Zenlayer or its’ affiliates;
(e) Zenlayer’s or its affiliates' inability to access the Customer's premises;
(f) Failed to submit Peak Bandwidth Notice or failed to obtain approval from Zenlayer under this SLA;
(g) Failed to submit Bandwidth Support Application or failed to obtain approval from Zenlayer under this SLA;
(h) Suspension or termination of service in accordance with the Agreement; or
(i) Any service interruption or termination caused by the attack on the Customer.
(j) Acts or omissions of third parties that are not affiliated with Zenlayer;
(k) AI model data origin failure.
4.4 In the event that Zenlayer observes a DDoS attack targeting an IP port ordered by Customer, and if the scale of the attack adversely affects the network and disrupts the services of other customers on the network, Zenlayer reserves the right, at its sole discretion and without prior notice, to implement necessary measures to mitigate the impact of the DDoS attack. Zenlayer reserves the right to suspend service if necessary to protect the entire network. Zenlayer will not be liable to Customer for any actions taken to reduce the impact of such DDoS attacks.
4.5 The Service Level Credit shall be calculated by referencing the records held by Zenlayer, which will be the sole conclusive evidence of the service level achieved, unless there is any manifest error.
4.6 Maintenance. Zenlayer may suspend Services during the maintenance or update of its network. In the event of routine, planned maintenance, Zenlayer will provide Customer with reasonable prior notice. For emergency maintenance, Zenlayer will provide as much notice as is practicable under the circumstances. In all cases, Zenlayer will work with Customer to minimize disruptions to the Service. Under no circumstances will any planned interruption or routine maintenance be considered a Service Outage. Such maintenance is not entitled to any credits unless stated otherwise in this SLA.
5. Technical Support Response and Resolution Times.
Zenlayer live support will be available 24 hours per day, 7 days per week, year-round. Customer may request support by opening a support ticket via Zenlayer’s portal/email or in the event of “urgent” priority support requests via portal, email, or phone by calling the Zenlayer support team. Both parties agree to establish a consultation system and enhance daily communication to promptly address any issues that may affect service quality. Zenlayer commits to maintaining the provided service in accordance with relevant regulations and specifications. The Customer is expected to provide necessary assistance and cooperation in order to facilitate the service. An “event” in the table below is a hardware power failure, a network interruption, and/or a Service Outage.
Zenlayer will respond to your support requests within the following time frames:
Urgent – Progressed 24x7
30 mins
8 hours
High – Progressed 24x7
30 mins
48 hours
Medium –Progressed Monday-Friday business hours
30 mins
10 business days
Low –Progressed Monday-Friday business hours
30 mins
5 business days
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