This Service Level Agreement ("SLA") defines the availability targets and service-credit mechanism for DATAHUB-IX services. It is part of the Master Service Agreement.
1. Availability targets
| Service | Target | Maintenance window |
|---|---|---|
| Peering port (single PoP) | 99.95% | Tuesdays 02:00–06:00 UTC |
| Route servers (per region) | 99.99% | Active/standby; no planned downtime |
| Cloud Connect virtual circuit | 99.9% | Per cloud-provider window |
| Colocation power | 99.99% | A+B feeds; battery + generator |
| Anycast DNS | 100% per zone | Per-PoP rolling updates |
2. Service credits
If the measured monthly availability falls below the target, Customer may request a service credit calculated against that month's recurring charge for the affected service:
| Availability achieved | Credit (% of MRC) |
|---|---|
| 99.0% – < target | 10% |
| 97.0% – 99.0% | 25% |
| 95.0% – 97.0% | 50% |
| < 95.0% | 100% |
3. Exclusions
- Scheduled maintenance announced at least 7 days in advance.
- Outages caused by Customer equipment, configuration or AUP violation.
- Force majeure events (natural disaster, cable cuts beyond Provider's premises, government action).
- Outages of third-party networks reached via the fabric.
- DDoS attacks targeted at Customer (mitigation per DDoS Protection service).
4. Credit request procedure
- Submit a written request to [email protected] within 30 days of the incident.
- Include the affected service ID, incident timestamps and impact description.
- Credits are applied to the next invoice. Cumulative credits in any month cannot exceed 100% of that month's MRC.
5. Measurement methodology
Availability is measured at the Provider-side optic (LR/LR4/SR4) using 1-minute sample interval ICMP+SNMP polling from at least two out-of-band probes. Customer may request the raw availability data for any incident.
6. Status & history
Real-time service status and incident history is published at status.datahub-ix.net.
SLA version 1.0 — Effective 2026-04-01 — DATAHUB-IX (AS202192)