Zenlayer Content Distribution Network Services
Last updated: March 1, 2026
1. Product Summary.
Content Distribution Network service is a network acceleration platform with extensive coverage. Relying on backbone network resources, it realizes the nearest network access and provides Customers with high quality network services.
2. Definition.
2.1. “Total Valid Request” shall mean all requests received by CDN servers under Customer account.
2.2. “Failed Request” shall mean the requests yielded a 5XX return and failed to reach the website server which Customer wants to visit, due to CDN platform issues.
2.3. Failed Request Rate in the five-minutes interval shall be:
Total Valid Requests every 5 minutes= Number of Total Valid Requests in the five-minutes interval
Failed Request every 5 minutes= Number of Failed Request in the five-minutes interval
2.4. “Unavailability” shall mean the Failed Request Rate is larger than 0.05% for every 5 minutes within a continuous ten (10) minutes period.
3. Service Availability.
3.1. Service Availability Formula. Subject to Section 2 of this Appendix, with the exception of the domain that has less than 1 million monthly requests, CDN service availability shall be calculated as follows:
T = Total Minutes per month
U = Unavailability duration (round up to the nearest minutes)
3.2. Significant Change in Peak Bandwidth. Subject to Section 2 of this Appendix, 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 from last calendar month by thirty per cent (30%) or by more than one hundred (100) Gbps. If Customer fails to provide the Peak Bandwidth Notice in advance or fails to get the approval from Zenlayer, Zenlayer shall not be liable for any service availability issues caused herein.
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) change 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 to solution B but fails to provide the Bandwidth Support Application in advance or fails to get the approval from Zenlayer, Zenlayer shall not be liable for any service availability issues caused herein.
4. Service Level Guarantee.
Zenlayer shall use commercially reasonable efforts to maintain a monthly availability for Service of 99.9% or greater.
4.1. Service Availability Guarantee and Service Level Credit.
4.1.1. Zenlayer fails to meet the service levels outlined above, except for the reasons outlined in Section 4.3. below, Customer shall be entitled to a Service Level Credit as outlined in the Table below:
≥ 99.9%
Up to 44 minutes
N/A
< 99.9% and ≥ 99.0%
More than 44 minutes and up to 7 hours and 12 minutes
10%
< 99.0%
More than 7 hours and 12 minutes
20%
4.2. To submit a claim for Service Level Credit, the Customer must:
(a) Notify Zenlayer in writing not more than thirty (30) calendar days from the date of the outage to Customer (if Customer fails to notify Zenlayer within said 30 days, no credit shall be given), and
(b) Provide Customer’s name, Customer’s administrative contact, contract number, date of the event giving rise to the Service Level Credit related 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) The formula for Actual Availability shall be as follows:
% = Actual Availability
T = Total Minutes per Month
U = Unavailability Duration (round up to the nearest minutes)
(d) Customer shall not be entitled to a credit if the applicable Services have been terminated.
(e) The amount and ratio of credit shall only apply to the affected service, and the credit shall be calculated upon the total MRC amount of the affected service.
(f) 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:
(c) Emergency or scheduled maintenance;
(d) Force Majeure;
(e) 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;
(f) Failure of power, facilities, equipment, systems or connections not provided by Zenlayer or its’ affiliates;
(g) Zenlayer’s or its affiliates' inability to access the Customer's premises;
(h) Failed to submit Peak Bandwidth Notice or failed to get the approval from Zenlayer under this Appendix;
(i) Failed to submit Bandwidth Support Application or failed to get the approval from Zenlayer under this Appendix;
(j) Suspension or termination of service in accordance with the MSA; or
(k) Acts or omissions of third parties that are not affiliated with Zenlayer.
4.4. In the event that Zenlayer observes that an IP port ordered by Customer is attacked by a DDoS attack, and the scale of the attack adversely affects the network and consequently degrades the services of other customers on the network, Zenlayer has the right, at its sole discretion and without prior notice, to implement necessary measures to reduce the impact to such 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. 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 Appendix.
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