Service Level Agreement

1. Introduction

This Service Level Agreement ("SLA") defines the performance standards and service commitments that Layer 777 LLC ("Layer 777," "Company," "we," "us," or "our") provides to customers ("Customer," "you") for our enterprise infrastructure services.

This SLA applies to all Layer 777 services including IP Transit, DDoS Protection, Colocation, and Dedicated Server services, unless otherwise specified in individual service agreements.

Effective Date: This SLA is effective as of February 13, 2025 and applies to all active service agreements.

2. Service Availability Commitment

2.1 Network Uptime Guarantee

99.9% Monthly Uptime Guarantee

Maximum allowable downtime: 43.8 minutes per month (525.6 minutes per year)

Layer 777 guarantees 99.9% network availability for all infrastructure services, measured monthly from the first day to the last day of each calendar month.

2.2 Service-Specific Commitments

IP Transit Services

• Uptime: 99.9% monthly availability
• Latency: < 50ms average to major peering points
• Packet Loss: < 0.1% under normal conditions
• BGP Convergence: < 30 seconds for route updates

DDoS Protection

• Detection Time: < 3 seconds for volumetric attacks
• Mitigation Capacity: 3.2+ Tbps aggregate
• False Positive Rate: < 0.01%
• Coverage: 24/7 automatic protection

Colocation Services

• Power Uptime: 99.9% availability
• Cooling: 24°C ± 2°C (75°F ± 4°F)
• Humidity: 45-55% relative humidity
• Physical Access: 24/7 with advance notice

Dedicated Servers

• Hardware Uptime: 99.9% monthly availability
• Provisioning: < 4 hours for standard configs
• Network Performance: Line-rate throughput
• Hardware Replacement: < 4 hours response

3. Technical Support Commitments

3.1 Support Availability

24/7/365 Technical Support
Expert technical support available around the clock, every day of the year.

3.2 Response Time Commitments

Priority Level	Description	Response Time	Resolution Target
CRITICAL	Complete service outage	15 minutes	4 hours
HIGH	Significant service degradation	30 minutes	8 hours
MEDIUM	Minor service impact	2 hours	24 hours
LOW	General inquiries, requests	4 hours	72 hours

3.3 Communication Channels

Email: [email protected] (All priority levels)
Phone: +1 (555) LAYER-777 (Critical and High priority)
Customer Portal: Online ticketing system (All priority levels)
Emergency Hotline: Available for critical infrastructure issues

4. Scheduled Maintenance

4.1 Maintenance Schedule

Layer 777 reserves the right to perform scheduled maintenance during designated maintenance windows:

Standard Maintenance Window:
Sundays 02:00 - 06:00 EST (Eastern Standard Time)

Maximum scheduled downtime: 4 hours per month

4.2 Maintenance Notification

Routine Maintenance: 72 hours advance notice via email and customer portal
Emergency Maintenance: As much notice as reasonably possible, minimum 30 minutes when feasible
Major Upgrades: 7 days advance notice with detailed impact assessment

4.3 SLA Exclusions

The following do not count against SLA uptime commitments:

Scheduled maintenance performed during designated windows
Emergency maintenance required for security or stability
Outages caused by customer equipment or configuration
Force majeure events beyond Layer 777's reasonable control
Third-party network or service provider outages

5. Performance Monitoring and Reporting

5.1 Monitoring Systems

Layer 777 employs comprehensive monitoring systems to track service performance:

Network Monitoring: Real-time monitoring of all network infrastructure
Performance Analytics: Continuous tracking of latency, throughput, and packet loss
Availability Monitoring: 24/7 automated monitoring with instant alerting
Security Monitoring: Continuous DDoS detection and threat monitoring

5.2 Customer Reporting

Customers receive detailed performance reports:

Monthly SLA Reports: Detailed uptime and performance metrics
Real-time Dashboard: 24/7 access to service status and metrics
Incident Reports: Post-incident analysis and remediation details
Performance Trends: Historical data and trend analysis

6. Service Level Credits

6.1 Credit Calculation

If Layer 777 fails to meet the 99.9% uptime commitment, customers are eligible for service credits:

Monthly Uptime Achieved	Service Credit
99.0% - 99.8%	10% of monthly service fees
98.0% - 98.9%	25% of monthly service fees
95.0% - 97.9%	50% of monthly service fees
Below 95.0%	100% of monthly service fees

6.2 Credit Request Process

To request service credits, customers must:

Submit a credit request within 30 days of the end of the billing month
Provide specific details of the outage or performance issue
Include supporting documentation or evidence if available
Submit requests via the customer portal or email to [email protected]

6.3 Credit Limitations

Credits apply only to monthly recurring service fees
Maximum credit per month: 100% of monthly service fees
Credits are applied to the following month's invoice
No credit for setup fees, overage charges, or third-party services
Credits are the sole remedy for SLA breaches

7. Service Definitions and Measurements

7.1 Uptime Calculation

Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100

Measurements taken from Layer 777's monitoring systems at 1-minute intervals

7.2 Performance Metrics

Downtime: Period when service is completely unavailable or severely degraded (> 50% packet loss)
Latency: Round-trip time measured from Layer 777 network edge to destination
Packet Loss: Percentage of packets lost during transmission
Response Time: Time from ticket submission to first technical response
Resolution Time: Time from ticket submission to issue resolution

8. Emergency and Incident Response

8.1 Incident Classification

CRITICAL INCIDENTS

Complete service outage affecting multiple customers or critical infrastructure failure

MAJOR INCIDENTS

Significant service degradation or partial outage affecting service quality

MINOR INCIDENTS

Limited impact issues that do not significantly affect service delivery

8.2 Incident Response Process

Detection: Automated monitoring alerts or customer reports
Assessment: Rapid triage and impact analysis
Escalation: Immediate escalation to appropriate technical teams
Communication: Customer notification and regular status updates
Resolution: Implementation of fix and service restoration
Post-Incident: Root cause analysis and preventive measures

9. SLA Modifications and Updates

Layer 777 may modify this SLA to reflect changes in services, technology, or business requirements. Material changes will be communicated to customers with at least 30 days advance notice.

Customer Notification: Changes will be communicated via:

Email notification to primary account contacts
Posted updates in the customer portal
Website publication at layer777.com/sla

Continued use of services after the effective date constitutes acceptance of the modified SLA.

10. Contact Information

For questions about this SLA, service credits, or to report service issues:

Layer 777 LLC
Technical Support
418 Broadway, Suite R
Albany, New York 12207
United States

24/7 Support:
Email: [email protected]
Phone: +1 (555) LAYER-777
Emergency Hotline: Available for critical incidents

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