Claiming SLA Credits

The client must report all SLA claims no later than five (5) days after the incident occurring. SLA credits shall be determined solely by Tempest Hosting in good faith supported by records, data, and other evidence. The below provisions are the client's sole and exclusive remedy for Service Outages and any other interruptions or failures of Tempest Hosting's DDoS Mitigation Services. To qualify for any credits in accordance with the below SLA, the client must currently receive service directly from Tempest Hosting, have an account that is current with payments, and confirm that no prior mitigation techniques, appliances, and third-party services are interfering with Tempest Hosting's mitigation. Credit will only apply to protection services and does not apply to any other services such as, but not limited to, support and nonrecurring costs.

Mitigation Time Frame

Tempest Hosting proudly offers the leading SLA in the industry for the time to mitigate DDoS attacks. Our mitigation time frame begins as soon as a client's traffic enters our scrubbing centres and varies depending on the type of attack. Below you will find our guaranteed and average mitigation time frames for various attacks that let us meet our Mitigation Efficiency SLA.

Mitigation Efficiency

Tempest Hosting offers a 100% Mitigation Efficiency SLA. Mitigation Efficiency is measured by examining the percentage of dirty traffic filtered after the Mitigation SLA Time Frame has elapsed.

Credit for Mitigation Efficiency SLA

Mitigation Efficiency is based on the time that DDoS traffic is properly routed through Tempest Hosting's network and the Mitigation Time Frame SLA has elapsed. Any SLA claims against the Mitigation Efficiency must include a packet capture of at least one hour in duration, showing the total amount of DDoS attack traffic forwarded to the Client's network during the period Tempest Hosting is mitigating the attack. In the event that Tempest Hosting fails to meet the Mitigation Efficiency after the above conditions have been met, Tempest Hosting will credit the Client's account the prorated charges for two (2) days of monthly fees for the month the SLA was exceeded. The client is limited to one (1) SLA credit each day (24 hours).

Credit for Service Outages

In the event that the Client's service is interrupted due to Tempest Hosting's DDoS Mitigation Services being unavailable for a period of at least one (1) minute in ALL mitigation centres OR a period of at least thirty (30) minutes in one mitigation centre, an SLA Credit will be due to the client. This event must be verifiable by a third-party monitoring system or otherwise reasonably shown to be caused by Tempest Hosting. Clients accept these reasonable conditions due to the nature of DDoS attacks and the inability to foresee possible attack issues. In the event that a Service outage occurs with a duration lasting up to six (6) hours, Tempest Hosting will credit the client's account the prorated charges for seven (7) days' worth of monthly fees of their affected DDoS Mitigation Services. If the Service Outage occurs with a duration lasting more than six (6) hours, Tempest Hosting will credit the client's account the prorated charges for fourteen (14) days' worth of monthly fees of their affected DDoS Protection Services. If the event of three (3) Service Outages lasting at least sixty (60) minutes occurring on any three (3) days (consecutive or not consecutive) in any sixty (60) day period, the client shall have the right for thirty (30) days, following the third (3rd) day of such a Service Outage, to terminate the applicable agreement without penalty.