> For the complete documentation index, see [llms.txt](https://docs.console.zenlayer.com/zenlayer-legal/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.console.zenlayer.com/zenlayer-legal/zenlayer-service-level-agreements/zenlayer-elastic-compute.md).

# Zenlayer Elastic Compute

### 1. PRODUCT SUMMARY.

ZEC is an elastic computing product developed based on modern cloud computing architecture. It offers comprehensive elastic scalability in computing, storage, and networking, and is specifically designed to support large-scale distributed computing and complex business scenarios. It is particularly well suited to business scenarios with demanding requirements for elasticity, stability, and performance.

### 2. SERVICE AVAILABILITY.

2.1. Service Availability Formula. ZEC service availability shall be calculated as follows:

$$
\left(\frac{T-U}{T}\right) \times 100% = \text{Service Availability}
$$

T = Total Minutes per month

U = Unavailability duration (each discrete period of Unavailability is rounded up to the nearest minute)

“Unavailability” shall mean any minute during which a ZEC instance:

(i) cannot establish bidirectional (inbound and outbound) connectivity, via TCP or UDP, with any IP address permitted under the applicable access permission rules; or

(ii) is not in a running state, or is otherwise incapable of processing Customer’s workloads, due to a failure of the host machine, hypervisor, or other underlying infrastructure provided and operated by Zenlayer.

“Unavailability duration” shall mean the sum of unavailable minutes during which a ZEC instance fails to deliver service for one (1) minute or longer continuously, measured at one (1) minute granularity based on the records held by Zenlayer. For the avoidance of doubt, this applies equally to Unavailability under subsections (i) and (ii) above. The unavailable minutes caused by Section 3.3 below shall be excluded.

### 3. SERVICE LEVEL GUARANTEE.

Zenlayer shall use commercially reasonable efforts to maintain a monthly availability for Service of 99.975% or greater.

3.1. Service Availability Guarantee and Service Level Credit.

If Zenlayer fails to meet the service levels outlined above, except for the reasons outlined in Section 3.3 below, Customer shall be entitled to a Service Level Credit as outlined in the Table below:

Note: The following service level credit table applies exclusively to Zenlayer Elastic Compute Instance (ZEC) virtual machines.

<table><thead><tr><th width="204">Service Availability % per Calendar Month</th><th width="332">Unavailability Duration Approximation (for reference only)</th><th>Amount of Credit (% of Monthly fee)</th></tr></thead><tbody><tr><td>≥ 99.975%</td><td>Up to 11 minutes</td><td>N/A</td></tr><tr><td>&#x3C; 99.975% and ≥ 99%</td><td>More than 11 minutes and up to 8 hours</td><td>10%</td></tr><tr><td>&#x3C; 99% and ≥ 95%</td><td>More than 8 hours</td><td>20%</td></tr><tr><td>&#x3C; 95%</td><td>N/A</td><td>50%</td></tr></tbody></table>

If the Customer uses Zenlayer's services in Egypt, Fujairah, Israel, Kenya, Cambodia, Laos, Myanmar, Qatar, Bangladesh, Pakistan, Customer shall be entitled to a Service Level Credit as outlined in the Table below:

<table><thead><tr><th width="204">Service Availability % per Calendar Month</th><th width="332">Unavailability Duration Approximation (for reference only)</th><th>Amount of Credit (% of Monthly fee)</th></tr></thead><tbody><tr><td>≥ 99.5%</td><td>Up to 3 hours and 36 minutes</td><td>N/A</td></tr><tr><td>&#x3C; 99.5% and ≥ 98.9%</td><td>More than 3 hours and 36 minutes and up to 8 hours</td><td>10%</td></tr><tr><td>&#x3C; 98.9%</td><td>More than 8 hours</td><td>20%</td></tr></tbody></table>

3.2. To submit a claim for Service Level Credit, Customer must:

(a) Notify Zenlayer in writing within thirty (30) 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) The amount and ratio of credit shall only apply to the affected Service, and the credit shall be calculated upon the MRC amount of the affected Service.

(d) 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.

(e) 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.

3.3. Zenlayer shall not be responsible for service failure caused by the following reasons, and the failed time will not be calculated into the Service Level Credit:

(a) Emergency or scheduled maintenance, including cutover, maintenance, upgrade, host machine maintenance, live migration, and simulated fault drill, etc.;

(b) Force Majeure;

(c) Caused by the negligence of Customer or the operation authorized by Customer;

(d) Failure of power, facilities, equipment, systems, configuration, or connections not provided by Zenlayer or its affiliates;

(e) The loss or leakage of data, accounts, passwords, etc. caused by improper maintenance or confidentiality of Customer;

(f) Caused by Customer's failure to follow the product use documents or suggestions of Zenlayer;

(g) Suspension or termination of service in accordance with the MSA;

(h) Customer's application is attacked by hackers;

(i) Acts or omissions of third parties that are not affiliated with Zenlayer;

(j) Failure or malfunction of the guest operating system, applications, drivers, or other software installed or configured by Customer within the ZEC instance;

(k) Shutdown, reboot, reconfiguration, or resource exhaustion of the ZEC instance initiated by, or resulting from, Customer's own operations or API calls.

3.4. In the event that Zenlayer observes a DDoS attack targeting an IP port ordered by the 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 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.

3.5. 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 SLA.

### 4. 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:

<table><thead><tr><th width="280">Priority</th><th width="209">Initial Response Time</th><th>Resolution Time</th></tr></thead><tbody><tr><td>Urgent – Progressed 24x7</td><td>30 mins</td><td>8 hours</td></tr><tr><td>High – Progressed 24x7</td><td>30 mins</td><td>48 hours</td></tr><tr><td>Medium – Progressed Monday-Friday business hours</td><td>30 mins</td><td>10 business days</td></tr><tr><td>Low – Progressed Monday-Friday business hours</td><td>30 mins</td><td>5 business days</td></tr></tbody></table>

### APPENDIX A. BANDWIDTH MEASUREMENT AND BILLING METHODOLOGY.

This Appendix describes how Zenlayer measures bandwidth utilization for purposes of calculating fees. It is provided for reference and does not modify, expand, or limit the Service Level commitments set out in Sections 2 through 4.

95/5 Burstable Billing Calculation.

As used in this SLA, 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 billing system will sample (record a data point reflecting how much bandwidth Customer is utilizing at that instance) both inbound and outbound traffic for each Service connection every five (5) minutes, and will store those samples for a period of not less than 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 calculation for that month of Service.

(c) The following is the formula based on a thirty (30) day month for a single Customer ordered Service for each inbound and outbound:

$$
\begin{aligned}
&\left(\frac{1\ \text{Sample}}{5\ \text{Minutes}}\right) \times
\left(\frac{60\ \text{Minutes}}{1\ \text{Hour}}\right) \times
\left(\frac{24\ \text{Hours}}{1\ \text{Day}}\right) \times
\left(\frac{30\ \text{Days}}{1\ \text{Month}}\right) \\\[6pt]
&= 8{,}640\ \text{Maximum Total Samples per Month}
\end{aligned}
$$

(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.