This paper sets forth our pledge to provide top-notch service quality. CTC servers has invested substantial resources in establishing one of the most resilient networks available in the market. This achievement is the result of the following measures:
First: Contact us at +123 490 189 76
Second: Submit a support ticket via our Support Department
Third: Reach out via email at sales@ctcservers.com
CTC servers guarantees uninterrupted Internet transit (measured on a monthly basis) and continuous power supply, both with a 100% uptime commitment. In case of Internet transit or power interruptions exceeding the 100% minimum for a cumulative period of up to 1 hour within a month of service, the client is eligible for an account credit equivalent to 5% of the Recurring Monthly Fees for the affected services for each additional hour of unavailability, not exceeding 50% of the client's Recurring Monthly Fees unless otherwise specified.
Unless otherwise indicated, all credit calculations will be based on increments of 1 hour of unavailability. This agreement does not cover outages resulting from equipment or events under the control of the client. It also excludes outages due to scheduled or emergency network and facility maintenance, which will be communicated to all customers in advance through our website, not exceeding 180 minutes per month.
Credit issuance will not exceed 50% of the client's Recurring Monthly Fees for the respective month, unless otherwise stated. Additionally, all credit requests must be submitted within 30 days of the incident.
To request a credit via email, please contact sales@ctcservers.com with your account name and the duration of the outage. Your accounts should not have any overdue payments when requesting an SLA credit.
To request a credit via a support ticket, please submit it to: the Billing Department.
CTC servers guarantees a swift response to hardware issues with a 12-hour hardware replacement SLA for all current dedicated server offerings. The 12-hour countdown starts upon the confirmation of a hardware problem via a ticket response, provided that immediate maintenance is specified. If the hardware isn't replaced within the initial 12-hour timeframe after the issue is detected, you have the option to request a 10% SLA credit. An additional 10% credit can be claimed for every subsequent 12-hour period of delay.
To initiate a credit request, please email the outage details and duration to sales@ctcservers.com. It's important to note that credit requests must be submitted within 30 days of the incident, and the total credit amount cannot exceed 50% of the monthly fee for the affected server.
CTC servers is committed to delivering a minimum of 99.99% uninterrupted access to your website, email, and related services. In the event that your services experience downtime exceeding 0.01% cumulatively in any given month, you are entitled to a credit equal to 5% of your pro-rated recurring monthly fees for that month, plus an additional 5% for each extra hour during which your website or related services remain unavailable. This credit cannot exceed 50% of your monthly recurring charges.
All credit calculations are based on increments of 1 hour of unavailability. Please be aware that this agreement does not cover outages resulting from client errors or account transfers. Additionally, it excludes outages caused by scheduled or emergency network and facility maintenance, which will be communicated to all customers in advance through our Billing Department webpage and will not exceed two hours per month.
The maximum credit amount for any client will not surpass 50% of their Recurring Monthly Fees for the relevant month. All credit requests must be made within 30 days of the outage.
To request a credit, please send an email to sales@ctcservers.com including your account name, the outage's duration, and the time span.
The Ultimate DDoS Mitigation Service Level Agreement (UDM SLA) offers customers a set of assurances and solutions related to CTC\ servers's performance in delivering DDoS Protection Service, specifically for Layer 3 to Layer 4 (as defined below).
For the purposes of this DDoS Protection Service - DPS Core SLA, the following terms have the specified meanings:
If a customer suspects they are being targeted by a Denial of Service Attack and wishes to initiate mitigation, there are various methods for them to open a trouble ticket for this purpose. When mitigation requests are made through telephone to the CTC servers NOC (+123 490 189 76) or the Billing Department via a ticket, the CTC 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, CTC servers will provide the customer with a credit amounting 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 have several methods at their disposal to create a trouble ticket for a Standard ACL Change Request. If Standard ACL Change Requests are submitted via telephone (+123 490 189 76) to the CTC servers NOC or CTC servers Network Security or through the Customer Portal, the CTC servers Network Security Team commits to responding to the customer and commencing a review of the ACL request within one business day of the request submission. If CTC 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, in cases where the obligation for Standard ACL Change Request Response Time is not fulfilled.
The DDoS Protection SLA does not entitle the customer to credits in the following circumstances associated with or caused by the CTC servers Backbone:
CTC servers is dedicated to maintaining its network to ensure the highest possible Internet performance for all customers. To fulfill this commitment, CTC 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 CTC servers NOC via telephone (+123 490 189 76) or through the Billing Department. The CTC servers Network Security Team commits to responding to the customer's request within 60 minutes.
In addition to the above performance guarantees, CTC 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. CTC 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 linked to a Response Time failure should be submitted to CTC servers within 30 days of the Event and be supported by CTC servers's measurements and timestamps within the CTC servers NOC Trouble Ticket Systems. Once confirmed, valid credits will be applied to the Customer's invoice within two billing cycles after CTC 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.
To request a credit under the Ultimate DDoS Protection SLA, the process is as follows: Open a ticket and request a credit from our Billing Department. The request linked to a Response Time failure should be submitted to CTC servers within 30 days of the Event and be supported by CTC servers's measurements and timestamps within the CTC servers NOC Trouble Ticket Systems. Once confirmed, valid credits will be applied to the Customer's invoice within two billing cycles after CTC 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 ServerHardware SLA,provides a 12-hour hardware replacement SLA for all current dedicated server offerings. Here's how to request a credit: The 12-hour period commences upon receiving a ticket response confirming a hardware issue and only applies if the maintenance is scheduled immediately.If the hardware isn't replaced within 12 hours of detecting the failure, a 10% SLA credit can be requested.Additional 10% credits are available for each extra 12-hour delay.To request the credit, email the outage details and duration to sales@ctcservers.com.. within 30 days of the incident. The credit amount should not exceed 50% of the monthly fee for the affected server.