Redundant routers and switches
Multiple upstream providers
Continuous 24/7 monitoring of critical network components
This document outlines our commitment to delivering exceptional service quality. Leo Servers has dedicated significant resources to build one of the most robust networks in the industry. This achievement is supported by the following measures:
Support Communication Escalation:
Leo Servers is committed to ensuring quick resolution of hardware issues with a 7 days hardware replacement SLA for all current dedicated server plans. The 7 days timer begins once the hardware issue is confirmed via a support ticket and immediate maintenance is requested. If the hardware replacement is not completed within 7 days, you are entitled to a 10% SLA credit. For every additional day of delay, you may request an additional 1% credit. To claim a credit, please email the details of the outage and its duration to sales@leoservers.com. Credit requests must be submitted within 30 days of the incident. The total SLA credit cannot exceed 50% of the affected server’s monthly fee.
Credit requests must be made within 30 days of the incident. To request a credit, please contact us at sales@leoservers.com with your account name and the outage duration. Ensure that no overdue payments are pending for your account when requesting an SLA credit. For support ticket requests, please submit it to the Billing Department.
Leo Servers is committed to ensuring quick resolution of hardware issues with a 12-hour hardware replacement SLA for all current dedicated server plans. The 12-hour timer starts once the hardware issue is confirmed through a support ticket, with immediate maintenance specified. If the hardware replacement is not completed within 12 hours, you are entitled to a 10% SLA credit. For every additional 12-hour delay, another 10% credit can be requested. To claim a credit, please email the details of the outage and its duration to sales@leoservers.com. Credit requests must be submitted within 30 days of the incident, and the total credit cannot exceed 50% of the affected server’s monthly fee.
Leo Servers guarantees at least 100% uptime for access to your website, email, and associated services. If downtime exceeds 0.01% in any given month, you qualify for a credit equal to 5% of your pro-rated recurring monthly fees for that month, plus an additional 5% for every extra hour your services are unavailable. This credit is capped at 50% of your monthly recurring fees. Credits are calculated in hourly increments, and this agreement excludes downtime caused by client errors, account transfers, or scheduled and emergency maintenance. Maintenance downtime, which will be communicated in advance, will not exceed two hours per month.
The maximum credit for any client is limited to 50% of the relevant month’s recurring fees. All credit requests should be made within 30 days of the outage. To request a credit, send an email to sales@leoservers.com, including your account name, outage duration, and relevant time frame.
The Ultimate DDoS Mitigation Service Level Agreement (UDM SLA) provides customers with comprehensive assurances and solutions related to Leo Servers's DDoS Protection Service, specifically covering Layer 3 to Layer 4 attacks (as detailed below). For the purposes of this DDoS Protection Service - DPS Core SLA, the following terms have the specified meanings:
This refers to the service provided by Leo Servers to mitigate the effects of Denial of Service (DoS) attacks on customers' Internet connectivity, delivered via the Leo Servers Backbone.
This is Leo Servers's network infrastructure, exclusively owned and operated at selected points of presence where Leo Servers provides DDoS Protection Service (referred to as "Selected POPs").
This team at Leo Servers is responsible for operating, monitoring, and supporting the network infrastructure within the Selected POPs where Leo Servers delivers DDoS Protection Service.
This team handles the operation, monitoring, and support of DPS Core services.
A Denial of Service attack that targets the Internet connectivity provided to customers over the Leo Servers Backbone.
Refers to the actions taken by Leo Servers Network Security, using the Backbone, to reduce the adverse impacts caused by a DDoS Attack.
If a DDoS attack cannot be sufficiently mitigated and it disrupts the Leo Servers Backbone or affects other customers, Leo Servers reserves the right to null route the IP for up to 24 hours to investigate and prevent further disruptions.
A customer incident report generated by the Leo Servers NOC within its ticketing and tracking system.
This measures the time between the opening of a Trouble Ticket by a customer requesting a DDoS Mitigation Event and when Leo Servers Network Security contacts the customer (or attempts to contact them) to begin troubleshooting and investigation. This does not include the time taken to implement mitigation measures.
The fees incurred by the customer for a specific DDoS Mitigation Event.
A packet filtering method that determines network access by IP address or network protocol between a customer's connection and the Leo Servers Backbone.
A request for ACL changes submitted to Leo Servers NOC or Leo Servers Security, which will be reviewed within one business day, and deployment will be scheduled upon approval. This can include adding new ACLs, modifying existing ones, or removing ACLs.
A request for immediate ACL changes submitted to Leo Servers NOC or Leo Servers Security, with deployment scheduled upon approval. Similar to the Standard ACL Change Request, this includes new ACLs, changes to existing ACLs, or removal.
The number of Standard ACL Change Requests included as part of the monthly subscription.
The fee charged for each Standard ACL Change Request.
The fee charged for each Emergency ACL Change Request.
The time between the opening of a Trouble Ticket by a customer requesting an Emergency ACL Change, and the time when Leo Servers Network Security or the NOC contacts the customer (or attempts to contact them) to begin the review process for the ACL change request. It does not include the time between the Trouble Ticket opening and the ACL deployment.
If a customer suspects they are being targeted by a Denial of Service (DoS) attack and wishes to initiate mitigation, there are several methods to open a trouble ticket for this purpose. When mitigation requests are made via telephone to the Leo Servers NOC (+123 490 189 76) or through the Billing Department via a ticket, the Leo Servers Network Security Team commits to responding to the customer's request within 60 minutes. In cases where this Response Time commitment is not met, Leo Servers will provide the customer with a credit equal to 50% of the Event Fee paid by the customer, or 50% of the Event Fee that would have been paid by the customer, should the mitigation fall within the "Included Mitigation Days."
When a customer wishes to make a standard, non-emergency adjustment, change, or removal to an Access Control List (ACL), they can create a trouble ticket through several methods for a Standard ACL Change Request. If these requests are submitted via telephone (+123 490 189 76) to the Leo Servers NOC or Leo Servers Network Security, or through the Customer Portal, the Leo Servers Network Security Team commits to responding to the customer and beginning the review process of the ACL request within one business day of submission. If Leo Servers fails to meet this Standard ACL Change Response Time commitment, the customer will receive a credit equivalent to 50% of the Standard ACL Change Request Rate paid by the customer, or 50% of the Standard ACL Change Request Rate that would have been paid by the customer, if the Standard ACL Change Response Time obligation is not fulfilled.
The DDoS Protection SLA does not entitle the customer to credits in the following circumstances associated with or caused by the Leo Servers Backbone:
Leo Servers is dedicated to maintaining its network to ensure the highest possible Internet performance for all customers. To fulfill this commitment, Leo Servers offers the following guarantees to all on-site Internet clients:
If a customer suspects any network outages, they can initiate the process by opening a trouble ticket to request mitigation. In the event of an outage report, it should be submitted to the Leo Servers NOC via telephone (+1 123 456 789) or through the Billing Department. The Leo Servers Network Security Team commits to responding to the customer's request within 60 minutes.
In addition to the above performance guarantees, Leo Servers will, for all premium network clients, take every possible measure to ensure that all client traffic reaches its destination in a timely manner, similar to and in line with the performance of any other carrier in the region. These measures include optimizing routing tables to direct traffic to the Internet through the best available upstream link. Leo Servers also guarantees that efforts will be made to minimize any negative impact on users due to DDoS attacks from other customers on our network. Null routing of an IP address is considered a last resort on our network, with filtering being the initial approach. Downtimes related to null-routing of an IP or billing issues are not counted against the SLA.
To claim a credit under the Network/Global IP Transit SLA, the process is as follows: Open a ticket and request a credit from our Billing Department. The request related to a Response Time failure should be submitted to Leo Servers within 30 days of the Event and be supported by Leo Servers's measurements and timestamps within the Leo Servers NOC Trouble Ticket Systems. Once confirmed, valid credits will be applied to the Customer's invoice within two billing cycles after Leo Servers receives the request. Keep in mind that credits do not cover more than the Event Fees, Standard ACL Change Request Rate, and/or Emergency ACL Change Request Rate paid by the Customer for the respective month, regardless of what is stated in the DDoS Protection SLAs. For credits under the Dedicated Server Hardware SLA, Leo Servers offers a 7-day hardware replacement SLA for all current dedicated server offerings.
Here’s how to request a credit:The 7-day period begins once a support ticket response confirms a hardware issue, and applies only if maintenance is scheduled immediately. If the hardware is not replaced within 7 days of detecting the failure, you may request a 10% SLA credit. An additional 1% credit is available for each extra day of delay. To request a credit, email the outage details and its duration to sales@leoservers.com within 30 days of the incident. The total credit amount cannot exceed 50% of the affected server’s monthly fee.