Zenlayer Cloud Networking
Last updated: March 29, 2023
1. Product Summary.
Zenlayer Cloud Networking is a service provided by Zenlayer that connects global public clouds through software-defined networking, with physical resources relying on Zenlayer's global backbone network. Zenlayer Cloud Networking includes a core controller, edge controller, and service switch. This appendix only applies to Zenlayer Cloud Networking and does not include the "last mile" part of accessing user systems or devices. Through the system platform, users can configure and manage their network purchased from Zenlayer and immediately activate Zenlayer Cloud Networking service. At the same time, Zenlayer Cloud Networking has connected multiple access points of public clouds, data centers, and private clouds, and users can immediately connect and access public clouds through Zenlayer Cloud Networking.
2. Acceptance Period.
The Acceptance Period is two (2) business days for Zenlayer Cloud Networking Services.
3. Pricing Method.
3.1. 95/5 Burstable Billing Calculation. Per A-end to Z-end, all traffic shall be sampled in a five (5) minute interval. The usage unit per second (“Megabits per second” or “Mbps”) shall be calculated based on the 95th Percentile Bandwidth Utilization” or “burstable billing’ formula (commonly referred to as “95/5” or “95th Percentile Rule”), and shall be defined as follows:
a) Zenlayer’s internal bandwidth flow management will sample (record a data point reflecting how much bandwidth Customer or End User is utilizing at that particular instance) both inbound and outbound traffic for each Service connection every five (5) minutes and store those samples for one (1) month.
b) At the end of the month, all data samples for inbound and outbound traffic (separately) are collected and sorted from highest to lowest individually. The highest 5% of each of the inbound and outbound data sets are discarded, and the next highest remaining data sample on either the inbound or outbound data set is the “95th Percentile” number. For purposes of clarity, it is the larger of the inbound or outbound 95th percentile data point that is used as the basis for computation for that particular month of Service.
c) The following is the formula based on a thirty-day month for a single Customer ordered Service for each inbound and outbound:
d) 5% of 8,640 Maximum Samples per Month of each inbound and outbound = 432 Samples per Month discarded for each inbound and outbound. The highest remaining data sample in either the inbound or outbound data set would be the 95th Percentile.
3.2. Customer Commitment Flexibility. Customer may at any time, after placing an order, give Zenlayer notice of its intention to select a higher minimum commitment level to enable reduced pricing. If Zenlayer receives notice prior to the fifteenth (15th) day of the month, the change will occur on the first day of the next billing month. If Zenlayer received notice after the fifteenth (15th) day of the month, the change will occur on the first day of the second billing month following the month in which Zenlayer received notice.
4. Service Level Agreement.
4.1. Service Availability Guarantee. This Service Level Agreement (“SLA”), which includes service availability guarantee and compensation, is only applicable to Zenlayer Cloud Networking PoP to PoP service.
(a) For Private Connect - Single Unprotected Virtual Backbone Circuit, Zenlayer shall maintain a monthly availability for Service of 99.50%, or approximately no more than 219 minutes downtime in one (1) calendar month.
(b) For Private Connect - Single Protected Virtual Backbone Circuit and Cloud Router Service, Zenlayer shall maintain a monthly availability for Service of 99.90%, or approximately no more than 44 minutes downtime in one (1) calendar month.
(c) For Private Connect - Dual Unprotected Virtual Backbone Circuit, Zenlayer shall maintain a monthly availability for Service of 99.90%, or approximately no more than 44 minutes downtime in one (1) calendar month.
(d) For Private Connect - Dual Protected Virtual Backbone Circuit, Zenlayer shall maintain a monthly availability for Service of 99.95%, or approximately no more than 22 minutes downtime in one (1) calendar month.
Note: Dual Virtual Backbone Circuit shall mean connecting to different virtual circuits via dual Zenlayer device ports.
4.2. Measurement of Service Level. Service Level shall be measured by the minute., The user is unable to establish connection through the VLL access ports with multiple and consecutive tries during any 60 seconds, then that minute shall be counted toward downtime.
4.3. Service Level Credits.
The charts below set forth the Service Level Credits. (Actual service availability is stated in the left column, and the corresponding service credit ratio to the Monthly Recurring Charge (“MRC”) of the effected Service will be found on the right column. the credit shall only be calculated upon the MRC of the affected Service.
4.3.1 For Private Connect - Single Unprotected Virtual Backbone Circuit:
≥ 99.50%
Up to 3.6 hours
N/A
< 99.50% and ≥ 98.90%
More than 3.6 hours and up to 8 hours
5%
< 98.90% and ≥ 98.50%
More than 8 hours and up to 11 hours
10%
< 98.50%
More than 11 hours
20%
4.3.2 For Private Connect - Single Protected Virtual Backbone Circuit and Cloud Router Service:
≥ 99.90%
Up to 44 minutes
N/A
< 99.90% and ≥ 99.50%
More than 44 minutes and up to 3.6 hours
5%
< 99.50% and ≥ 98.90%
More than 3.6 hours and up to 8 hours
10%
< 98.90%
More than 8 hours
20%
4.3.3 For Private Connect - Dual Unprotected Virtual Backbone Circuit:
≥ 99.90%
Up to 44 minutes
N/A
< 99.90% and ≥ 99.50%
More than 44 minutes and up to 3.6 hours
5%
< 99.50% and ≥ 98.90%
More than 3.6 hours and up to 8 hours
10%
< 98.90%
More than 8 hours
20%
4.3.4 For Private Connect - Dual Protected Virtual Backbone Circuit:
≥ 99.95%
Up to 22 minutes
N/A
< 99.95% and ≥ 99.50%
More than 22 minutes and up to 3.6 hours
5%
< 99.50% and ≥ 98.90%
More than 3.6 hours and up to 8 hours
10%
< 98.90%
More than 8 hours
20%
4.4 Service Credit Application. To apply for a Service Level Credit, the user must submit a service level credit application (“Application”) to Zenlayer in writing thirty (30) days after the affected calendar month. The Application must include the specific date, time, and duration of the Service unavailability, as well as the Application list the user’s administrative person, contract number, origination and destination route, source and destination IP Addresses, and a traceroute from the source address (if applicable).
4.4.1 The formula for Actual Availability shall be as follows:
T = Total Minutes per Month
U = Unavailability Duration (round up to the nearest minutes)
4.4.2 The amount and ratio of credit shall only apply to the affected Service, and the credit shall only be calculated upon the MRC of the affected Service.
4.4.3 The credit shall be calculated by referencing the records held by Zenlayer
4.5 Exclusions from Service Level Credit. Zenlayer shall not provide Service Level Credit if the unavailability is due to:
a) Emergency or scheduled maintenance;
b) Force Majeure, as described under Section 13.1. of the Agreement;
c) Action or omission by user, or others authorized by users, directly or indirectly affected the service level;
d) User initiated system upgrades or user-end application usage or installation;
e) Suspension or termination of Service in accordance with the Agreement; or
f) Failure of power, facilities, equipment, systems or connections not provided by Zenlayer or its affiliates.
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 the SLA.
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