COMBINED SERVICE LEVEL AGREEMENT

Last Updated: Wednesday, August 11, 2021
Rev. 1.2

Dear Valued Customer,
This document summarizes the Service Level you can expect from WANSecurity (WANSEC). This document is not a standing Agreement in and of itself but rather serves as a companion to your other Service Agreements with WANSecurity.
First and foremost, we would like to thank you for becoming a member of the WANSecurity community! It is consistent with our goals to continually improve the quality of our service, to meet and exceed the needs of our customers, protect their identity, and the security and confidentiality of their data. In order to meet this goal, we will continually make adjustments to our policies and practices.

SLA Updates

As these changes affect your service, it is required that you read this document, our Terms of Service (ToS) and our Hosting Agreement. All three (3) agreements can be found at www.wansec.com at the footer of the website. By continuing to use the services of WANSecurity and its subsidiaries, you; 1) hereby agree to all of the terms and conditions as outlined in the Agreement; 2) Terms of Service; 3) Hosting Agreement, and; 4) This Service Level Agreement (henceforth to be referred as SLA).

Services and Support

WANSecurity provides a wide scope of products and services to meet today’s ever changing IT business requirements. Some of these include, but are not limited to IP Transit, Dedicated Servers both Managed and Unmanaged, Server Clusters, Private Cloud, Network Monitoring, White-label NOC and Colocation. Each service varies in our responsibility to deliver the services reliably with the proper level of support. This SLA provides the details regarding the service level that our Customers can expect from WANSEC.

Payment Terms

WANSEC Suite of Services provides the undisputed absolute best value for the money. We have worked very hard to minimize unnecessary costs while keeping the quality of our service high. There is an administrative verification fee for all PayPal and Credit Card transactions that have an amount exceeding USD $1500.00. A 2.75% fee of the total transaction amount (a 3.9% fee will be charged to non-US PayPal accounts) will be charged to such transactions. These fees can be avoided by using the free ACH bank transfer, “check-by-phone”, or wire transfer. If you would prefer some assistance in setting up such services, please contact your account manager or create a support ticket.

The late fee schedule is set out at 1 % late fee after 1 day, and an additional 1 % every 7 days thereafter. All late fees can be avoided by setting up a subscription service with PayPal or adding Credit Card or ACH Banking information in the customer portal.

Cancellations & Termination of Service

Unless otherwise stated in the TERM of your Agreement with WANSEC there is a thirty (30) day cancellation policy which starts from the end of the billing cycle in which the cancellation request was received. To clarify for example, if your service renewal date is March 11th and we receive the request from you on March 13th, your actual service termination date (The date we terminate billing for the service) will be May 11th. 30 Days from the renewal date on your billing cycle. If you request a cancellation of your service on March 11th, your service termination date will be April 11th, or 30 days after the service renewal date.

WANSECURITY’S SUITE OF CLOUD AND INTERNET SERVICES

Dedicated Managed Internet (WANSecurity WANSIX)

The WANSecurity WANSIX Direct Internet Access (DIA), within the scope of the Dedicated Managed Internet service or Direct Internet Access (Service), WANSecurity’s fiber-based service transmits IP-packets between the WANSecurity Network and associated networks of its Customers as well as to and from the global Internet using a combination of paid and settlement-free peering agreements with other networks. The following sections apply to copper and fiber network services.

Availability of Service

Service Availability Mean Time to
Respond (“MTTR”)
Latency / Frame
Delay (Round Trip)
Jitter / Frame Delay
Variation
Packet Loss /
Frame Loss
On Network End to End Availability: 99.9% Priority 1 Outages within 30 minutes Metro Area: 20ms <10ms <1.0%

WANSecurity will provide service at a minimum level of 99.9% (Three 9’s) availability over the period of 1 year. You may be eligible to terminate your Agreement with WANSecurity if the availability falls out of this level due to the negligence of WANSecurity, and if WANSecurity has failed to remedy the problem within 72 hours of your notification of Service Outage. WANSecurity is responsible to maintain the Layer3 routing and switching equipment, optics and other gear and or fiber routes associated with the Service. WANSecurity is not considered negligent in the case of: Force Majeure, incidental outages such as cut fiber, optic failures, hardware or software bugs, hardware failure, upstream routing failures or provider outages. WANSecurity keeps additional optics, fiber patch cables, fiber termination kit and a minimum of one (1) replacement switch on call near each of our local facilities. WANSecurity reserves the right to add or remove IP transit providers at its sole discretion.

Service Availability is calculated as the total number of minutes in a calendar month less the number of minutes that the circuit is unavailable due to a Priority 1 Outage (“Downtime”), divided by the total number of minutes in a calendar month. Downtime excludes (i) planned outages, (ii) routine maintenance, (iii) time when WANSEC is unable to gain access to Customer’s premises to troubleshoot, repair or replace equipment or the circuit, (iv) service problems resulting from acts or omissions of Customer, (v) Customer equipment failures, and (vi) Force Majeure Events (collectively “Excluded Disruptions”).

The MTTR measurement for a Priority 1 Outage is the average time to respond to, and address Priority 1 Outages during a calendar month. Our average Service Restore Time (“SRT”) is two (2) to four (4) hours depending on the time of year (weather factors). This average is calculated for an On-Net Circuit following a Priority 1 Outage in a calendar month divided by the corresponding number of trouble tickets for Priority 1 Outages opened during the calendar month for that circuit.

Latency

The latency on all circuits within the WANSEC local regional MAN will be less than 20ms (milliseconds).

WANSEC guarantees that general latency will not exceed 10% or 20ms of the listed Regional Latencies Tables Below. Due to Internet traffic, and routing conditions these latencies will change from time to time. WANSEC reserves the right to modify this table at any time with notification to customer.

Region West Coast Midwest London Munich Japan
West Coast x 38ms 142ms 147ms 109ms
Midwest 38ms x 110ms 134ms 148ms
London 168ms 110ms x 21ms 254ms
Munich 178ms 134ms 21ms x 255ms
Japan 109ms 149ms 252ms 255ms x

WANSEC is not obligated to meet the stated Latency service level due to congestion of any Customer’s access link or by traffic in excess of Customer’s CDR, or port capabilities.

Quality

The rate of “packet loss” or “frame loss” on all links across the WANSEC Network will be less than 1% (one packet in one hundred). WANSEC will calculate packet loss based on valid, verified, measurable criteria. WANSEC is not obligated for packet loss within the WANSEC network caused by congestion of Customer’s access link or by traffic demand in excess of Customer’s CDR or port capabilities. WANSEC is not obligated for packet loss related issues on the Internet, in Peer networks, in Upstream Transit networks, or in connected networks.

Priority Classification

A “Service Disruption” is defined as a disruption or degradation that interferes with the ability of a WANSEC network hub to: (i) transmit and receive network traffic on Customer’s dedicated access port at the WANSEC network hub; and (ii) exchange network traffic with another WANSEC network hub. The Service Disruption period begins when Customer reports a Service Disruption using WANSEC’s trouble ticketing system by contacting Customer Support, WANSEC acknowledges receipt of such trouble ticket, and WANSEC validates that the Service is affected. The Service Disruption ends when the affected Service has been restored.

WANSEC will classify Service Disruptions as follows:

Priority Criteria
Priority 1 a. Total loss of Service other than as a result of Excluded Disruptions (as defined in section “Availability of Service”)
b. Service degradation to the point where Customer is unable to use the Service and is prepared to release it for immediate testing
Priority 2 Degraded Service where Customer is able to use the Service and is not prepared to release it allowing WANSEC to take the circuit down for immediate testing.
Priority 3 a. A service problem that does not impact the Service.
b. A single non-circuit specific quality of Service inquiry.
Priority 4 A single routing or related incident where a specific website or network is unreachable, or there is significant packet loss to.

Colocation

WANSecurity offers a reasonably secure, and reliable place to host your equipment. Our facilities provide space, power, cooling, and physical security for our clients’ servers, storage, and networking equipment and connect them to a variety of telecommunications and network service providers. We are happy to provide our clients over a dozen locations around the world to choose from. The SLA support times vary per location and may be found below.

Power

WANSecurity will provide service at a minimum level of 99.9% (Three 9’s) availability over the period of 1 year. You may be eligible to terminate your Agreement with WANSecurity if the availability falls out of this level due to the negligence of WANSecurity, and if WANSecurity has failed to remedy the problem within 72 hours of your notification of Service Outage. WANSEC is responsible to resell utility power, and maintain UPS, and Generators. WANSEC is not obligated under the SLA for utility, UPS, or generator failure where it can demonstrate and prove that it has maintained the devices meeting or exceeding the manufacturers recommended procedures as outlined in the product manuals, and best standard practices. Unless otherwise stated in your service agreement, all facilities have utility power, UPS, and generator backup for power services.

Cooling

WANSEC will maintain proper cooling capacity for each of its wholly owned datacenters, and ensure that datacenters where WANSEC is a tenant are maintaining proper cooling per this SLA. The guaranteed temperature range for air intake shall not exceed 90 degrees Fahrenheit, or 32.5 degrees Celsius, and not below 50 degrees Fahrenheit, or 10 degrees Celsius. This range varies based on datacenter, region, and type of systems collocated.

Humidity

WANSEC will maintain a proper level of relative humidity which varies based on region and the application of the majority of colocation customers. To prevent electrostatic discharge WANSEC will be responsible to maintain relative humidity ranges of 25% to 55%.

Dedicated & Cloud Servers

WANSecurity's servers are supported by a world-class infrastructure engineered from the ground up to support just about any kind of contingency. They are connected to the Internet through redundant high-speed connections on diverse backbones, ensuring data delivery to the end user in the fastest, most efficient manner possible. WANSecurity guarantees a 99.9% uptime excluding scheduled maintenance and prior notified upgrades. WANSecurity's enterprise level networking devices, combined with monitoring by highly qualified network engineers and administrators, guarantee the functioning of all network infrastructure including routers, switches, and cabling.

WANSecurity will ONLY be held responsible for its network and not for general conditions on the Internet. Delays that occur outside WANSecurity's network caused by backbone failures, congestion, interruption of or delay in transportation, unavailability of, interruption or delay in telecommunications, or third party services (including DNS propagation) resulting in degradation of service and high packet loss or similar conditions, cannot be guaranteed by WANSecurity.

WANSecurity guarantees the functionality of all dedicated server hardware components and will replace any failed component at no cost to the client. Hardware repair/replacement processes will begin immediately upon identification of the hardware. Hardware is defined as the Processor(s), RAM, Hard Disk(s), Motherboard, NIC Card, and other related hardware included under the server lease. The time required to repair/replace hardware does not include software reinstallation and/or data recovery from backup tapes/disks (time frame depends on size of disk and amount of data).

In the event that it takes us more than the specified time in the table for the region of the datacenter to repair/replace faulty hardware within the limits defined above, WANSecurity will credit the client 1.5% of the monthly fee per additional hour of down time (up to 100% of client's monthly fee for the failed component of the service).

Network Monitoring (Nexus Director)

WANSEC will perform the monitoring services as promised and notify the customer of network, host, or service issues based on the level of support purchased. Please refer to your Service Agreement for detailed information regarding notifications, proactive monitoring, alerting and trending included in your Service.

NOC Services (MyNOC)

WANSEC will perform the white-label monitoring, NOC, support, and help-desk services as promised and notify the customer issues outside of the run-book, standard operating procedure, or Service Agreement. Please refer to your Service Agreement for detailed information regarding branding, support procedures, notifications, proactive monitoring, alerting and trending included in your Service.

Customer’s Duties to Cooperate

Customer or its representative must cooperate with WANSecurity. For various on-site services Customer or its representative must be physically present at the time of installation. During installation and at all other times, the Customer will allow access either logical or physical and if necessary provide escort, for WANSecurity or its representatives’ necessary personnel to perform the installation and maintenance of the Service, to the designated building’s phone closet(s) or telecommunications room or to the Customer's premises for the purposes of survey, installation, operations and maintenance of the Service, after prior arrangement between the parties. Customer’s failure to cooperate shall release WANSecurity from its obligations pertaining to the Installation Time Guarantee included in the Agreement but shall not suspend the Service Date or billing start date or invalidate the Agreement.

Support Tickets

Many of our customers choose WANSecurity Hosting because of our experienced engineers and support personnel. We offer FREE technical support as time permits for all of our customers. This support takes a significant amount of our time. We are happy to help and WANSecurity will continue to provide this FREE service as time permits. Emergency fee-based support is always available and has a higher priority than FREE support.

Standard Tickets

Our normal hours of operation for support tickets will be 13:00 through 23:00 GMT Monday to Sunday, taking Daylight Savings into consideration. Our goal is to have these support tickets answered within one business day. Resolution times for these tickets cannot be estimated due to the wide variety of questions we get on a regular basis. However, based upon past tickets, we have averaged complete resolution within two (2) business day.

911 Tickets

In addition to normal technical support, we have an “Emergency 911 Ticket” support system. These tickets incur a $50 charge per ticket.

Phone Tickets

In certain circumstances we will create tickets on Customer’s behalf after they have verified their identity.

Self-Managed Plan Network Down No route to the client/customer’s network
Host Down HARDWARE issue of dedicated server causing outages.
Managed Plans (includes above) Service Down Service not listening on port, or firewall configuration issue
Application Down Application or database not functioning

Unfortunately, some of our customers have been continuing to take unfair advantage of our free support by creating “Emergency Tickets”, also known as “911 Tickets”, when the problem is NOT classified as an emergency according to the Terms of Service outlined in our SLA documents.

Improper ticket classification causes support lag for customers who have legitimate emergencies. As such, creating a 911 ticket will automatically incur a $50 charge. This $50 fee will be removed if the ticket is discovered to be rightly classified as an emergency.

Our goal is to have 911 support tickets responded to within 30 minutes during Standard Support Hours and within 2 hours during After Hours. Resolution of those tickets will take first priority. Typically, we resolve the situation within a business day. We cannot guarantee speed of resolution due to the variety of 911 tickets that have been submitted in the past while not having been correctly classified as an emergency. The following table outlines our Standard Support Hours and After-Hours days and times. All times are in UTC time 24h (hh:mm:ss) format.

Standard Support Hours After Hours
Monday to Sunday 13:00 – 23:00 UTC. Monday to Sunday 23:00 – 13:00 UTC

After Hours Emergency Support Escalation

If you, our client, require immediate after-hours “hands-on” support; the support ticket can be escalated to an emergency-level ticket (911 ticket) for a fee of $50 per ticket. This can be done either through the support portal, by opening an emergency ticket, or through the customer support phone options.

Hardware Issues

Our hardware replacement SLA differs based upon the Client’s location. IP Transit customers are offered an ASAP hardware replacement guarantee. We strive to keep this guarantee at under 24 hours.

We do our best at all times to ensure that we and/or the Customer has hardware on hand to replace failed hardware. Customer is responsible to purchase necessary standby hardware.

Network Availability

At WANSecurity Hosting, we strive for 100% network availability. If our clients or customers have suffered from an outage caused by the failure of WANSecurity Hosting’s networks or networking hardware (excluding the hosted equipment) they then qualify for a refund based upon the following calculation: Hourly rate of monthly service fee x 1.5%. Network outages due to upstream provider issues, failing or failed Hardware DDoS attacks or power outages do not qualify as refundable events.

Network Availability (IP Transit Customers only)

WANSecurity guarantees 99.9% network availability

Network Maintenance

Customer understands that from time to time, WANSEC will perform network maintenance for network improvements and preventive maintenance, and in some cases, WANSEC will have to perform urgent network maintenance, which will usually be conducted within the routine maintenance windows. WANSEC will use reasonable efforts to provide advance notice of the approximate time, duration, and reason for any urgent maintenance.

Definitions

The following are definitions of terms used in this SLA.

3rd Party System any telecommunications system or component of a system that is not owned by or solely operated by WANSEC
Agreement the Agreement for Services executed by both Customer and WANSEC
Availability / Network Availability the time in any calendar year less Scheduled Downtime or Emergency Maintenance Events
Business Day every day excluding Saturdays and Sundays and national holidays in the local region
CDR / CIR (Committed Data/Information Rate), the data throughput rate
Force Majeure an act of nature (sometimes referred to as acts of God, although God is not responsible for these things including fire, flood, earthquake, storm, hurricane or other natural disaster), war, invasion, act of foreign enemies, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, military or usurped power or confiscation, terrorist activities, nationalization, government sanction, blockage, embargo, DDoS, or DoS related issue.
MAN Metropolitan Area Network
Network the physical connection between customer devices (whether co-located, owned, or leased) and WANSEC devices
Network Downtime any interruption of Network Availability, other than interruptions due to:
a) The failure of a 3rd party system or equipment that is not fully owned and managed by WANSEC. (Includes circuits or links between WANSEC routing/switching equipment and equipment owned and maintained by upstream transit providers, peers or carriers);
b) Scheduled maintenance performed at WANSEC’s initiative;
c) Maintenance or Service interruptions requested by Customer;
d) Customer’s acts or failure to act when notified to do so by WANSEC
WAN Wide Area Network

Compensation Obligation

WANSEC shall not be liable to pay compensation under this SLA where its failure to meet any of its obligations under this SLA is a caused by a Force Majeure event, by a failure in any Customer equipment, or by any act or omission of Customer, or third party acting on Customer’s behalf.

Credits and/or other compensation under this SLA shall only be payable where:

a) Customer’s billing is current, and was current during the Service Outage;
b) Customer is not currently, nor was at the time the Service Outage occurred, in default of any of the terms and conditions of the Agreement and this SLA;
c) Customer has submitted to WANSEC a claim in writing via email to support@wansecurity.com identifying the circumstances in which Customer claims that the credit and/or compensation arose; and;
d) WANSEC has agreed in writing, acting reasonably and without undue delay, to issue such credit and/or other compensation in connection with such claim.

Any and All credits/compensation so payable shall be applied as a credit to customers account and may be split equally over the remainder of the term of Customer’s Agreement at the sole discretion of WANSEC. In order to receive credits, Customer must submit a trouble ticket within 48 hours of the Service Outage. Claims should be submitted as outlined in the Global Support Guide. Claims may also be submitted via your normal trouble ticket procedure. Claims must be marked in the subject line with: “Claim for services credit”. Customer’s failure to notify WANSEC within the period stated above shall result in Customer’s waiver of its right to receive any such credit and/or other compensation.

Limit of Liability

The maximum credit/compensation available under this SLA shall under no circumstances exceed the value of one month’s fees for the portion (component) of the service that qualified as an Outage situation. Credits and or compensation provided under this SLA are the sole and exclusive remedy for any Service Outage or any failure to meet the deliverables as outlined in the Agreement.

SLA Updates

WANSEC reserves the right to amend the SLA at any time during the Agreement. WANSEC shall give Customer not less than three (3) days notice of any changes in the SLA and customer will be notified via e-mail. Upon receipt of such notice, Customer shall have the right for a period of three (3) days to dispute the change. If WANSEC is not agreeable to Customer’s demands in the dispute, WANSEC will notify the customer at which point the Customer will have 30 days from the date of notification to terminate the Agreement if customer disagrees with such amendment.

Legal

In case of any discrepancy between this SLA and translated version(s) of the SLA, the English translation of this SLA shall prevail in any and all cases.

In case of any discrepancy between this SLA and the Service Levels promised in your Service Agreement, the Service Agreements prevail.

We welcome any comments or feedback regarding this SLA update to feedback@wansecurity.com

WANSecurity, Inc.
Super Happiness Support
9393 W. 110th St
Area 51, #500
Overland Park, KS 66210
+1 877 4 WANSEC