Service Level Agreement

1.1. 101 Bridges guarantees 99.99% network availability per calendar month, measured at the network edge (Customer handoff point). This equates to no more than 4 minutes and 23 seconds of unplanned downtime per month.

1.2. Network availability is calculated as:

1.3. Downtime is measured from the time 101 Bridges opens an incident ticket (either through automated monitoring or upon Customer notification) to the time connectivity is restored and confirmed.

1.4. The uptime guarantee applies independently to each Customer circuit or service. An outage affecting one service does not impact SLA calculations for other services.

2.1. For dedicated server and colocation customers using 101 Bridges-managed hardware, we guarantee hardware replacement within 4 hours of confirmed hardware failure.

2.2. Hardware replacement covers the following components:

• Hard drives / SSDs (hot-swap where architecture permits)
• RAM modules
• Network interface cards (NICs)
• Power supplies
• Entire server chassis (when individual component replacement is insufficient)

2.3. The 4-hour window begins from the time the hardware failure is confirmed by our NOC team, not from the time of initial report. Diagnostic time is typically under 30 minutes.

2.4. Replacement hardware will be of equal or greater specification. Data migration or OS reinstallation, if required, is performed at no additional charge for managed service customers.

3.1. 101 Bridges guarantees less than 0.1% average packet loss across our backbone network, measured monthly between any two 101 Bridges points of presence (PoPs).

3.2. Packet loss is measured using ICMP and synthetic traffic probes at 60-second intervals across all backbone links.

3.3. This guarantee applies to traffic within the 101 Bridges network. Packet loss occurring on third-party networks or the public Internet beyond our network edge is excluded.

4.1. 101 Bridges guarantees the following maximum average round-trip latency between our major PoPs, measured monthly:

4.2. Latency is measured using ICMP echo (ping) probes at 60-second intervals between PoP edge routers. Jitter is maintained below 1 ms on all backbone links under normal operating conditions.

5.1. 101 Bridges guarantees automatic DDoS detection within 10 seconds of attack onset for customers with DDoS mitigation services enabled.

5.2. Mitigation response timelines:

• Volumetric attacks (L3/L4): Automatic mitigation begins within 10 seconds of detection. No manual intervention required.
• Application-layer attacks (L7): Initial automated filtering within 10 seconds; advanced mitigation rules deployed within 15 minutes with NOC engineer oversight.
• Scrubbing capacity: We maintain a minimum of 10 Tbps of distributed scrubbing capacity across our global network.

5.3. DDoS mitigation is designed to filter malicious traffic while preserving legitimate traffic. 101 Bridges targets a false-positive rate of less than 0.01% during active mitigation.

5.4. Post-attack reports are provided within 24 hours, including attack vectors, peak volume, duration, and mitigation actions taken.

6.1. Our Network Operations Center (NOC) operates 24/7/365 and is staffed by qualified network engineers. We guarantee the following initial response times based on issue severity:

6.2. Response time is measured from the time a ticket is created (either by the Customer or by automated monitoring) to the time a qualified engineer acknowledges the issue and begins investigation.

6.3. Critical and High severity issues are automatically escalated to senior engineering staff if not acknowledged within the guaranteed response time.

7.1. If 101 Bridges fails to meet the SLA commitments described above, the Customer is entitled to service credits applied to future invoices.

7.1.1. Network Uptime Credits

MRC = Monthly Recurring Charge for the affected service.

7.1.2. Hardware Replacement Credits

7.1.3. NOC Response Credits

7.2. Total service credits in any calendar month shall not exceed 100% of the monthly recurring charge for the affected service.

7.3. Service credits are the Customer's sole and exclusive remedy for 101 Bridges' failure to meet the SLA commitments. Credits are not redeemable for cash and cannot be transferred.

7.4. To claim a service credit, the Customer must submit a request to noc@101bridges.com within 30 days of the qualifying incident, including the ticket number and a description of the SLA breach.

The SLA commitments and associated service credits do not apply to outages or performance degradation caused by:

• Scheduled maintenance performed in accordance with Section 9
• Force majeure events, including natural disasters, war, terrorism, government actions, pandemics, or widespread Internet outages beyond 101 Bridges' control
• Customer actions, misconfigurations, or unauthorized modifications to 101 Bridges-managed infrastructure
• Failures in Customer-provided equipment, software, or third-party services
• Network issues outside the 101 Bridges backbone (e.g., upstream transit provider outages affecting non-redundant routes)
• DDoS attacks on services that do not have DDoS mitigation enabled
• Service suspension due to the Customer's breach of the Terms & Conditions, including non-payment or AUP violations
• Beta, trial, or evaluation services provided at no charge

9.1. 101 Bridges performs scheduled maintenance to ensure the continued reliability and security of our infrastructure. Scheduled maintenance is excluded from SLA calculations.

9.2. Maintenance categories and notification requirements:

• Standard maintenance: 7 days advance notice via email and customer portal. Performed during the designated maintenance window (Tuesday and Wednesday, 02:00-06:00 UTC).
• Urgent maintenance: 24 hours advance notice. Required for critical security patches or time-sensitive fixes that cannot wait for the standard window.
• Emergency maintenance: Performed immediately with concurrent notification. Reserved for situations posing an imminent threat to network stability or security.

9.3. 101 Bridges designs maintenance activities to be non-service-affecting wherever possible, leveraging redundant paths and rolling upgrade procedures. When service impact is expected, affected customers are notified with estimated duration.

9.4. Maintenance windows do not typically exceed 4 hours. If maintenance is expected to exceed this window, additional notice will be provided.

10.1. 101 Bridges provides the following reporting capabilities to Customers:

• Real-time network status: Available via the customer portal and public status page, showing current network health, active incidents, and scheduled maintenance
• Monthly SLA reports: Delivered to each Customer detailing uptime, latency, packet loss, and NOC response metrics for the reporting period
• Incident reports: Post-incident reports (Root Cause Analysis) provided within 5 business days for Critical severity incidents, including timeline, root cause, impact assessment, and preventive measures
• Bandwidth and traffic reports: Available in real-time via the customer portal with 95th percentile and average utilization graphs

10.2. Customers may request custom reporting or additional metrics by contacting their account manager or the NOC.

For SLA-related inquiries, incident reporting, or service credit claims:

This SLA is governed by the Terms & Conditions. In the event of a conflict between this SLA and the Terms, the Terms shall prevail unless the SLA explicitly states otherwise.