Supplemental Premium China Services Availability Agreement

The China Premium Data Centers will be available for 100% of the total hours in every month. The Premium Data Center(s) in China are utilized when a customer routes internet traffic from between Beijing and Shanghai to a location outside of China via Zscaler’s third-party network/internet provider. This document discusses the Premium China Services SLA for “ZIA/ZPA China Premium” and “ZIA Premium Plus.” The Premium China Services SLA will only apply for the service availability of the China Premium Data Centers as defined herein.

The Premium China Services SLA shall be calculated by Zscaler based on the following metrics:

  1. Service Availability: Computed as a ratio of total monthly time minus the outage time and divided by total monthly time.
  2. Mean Time to Repair (MTTR): The average time taken to repair an outage and restore the network provider’s service. MTTR is calculated from the time the customer opens the support ticket until resolution, averaged across all support tickets related to the China Premium Data Center.
  3. Packet Loss Ratio: Packet Loss is calculated as the percentage of failed packets for five (5) 64-Byte ICMP Pings during five (5) minutes between the Mainland China location and Hong Kong. Network service unavailability, planned outage time, and internet traffic rate exceeding the access-rate will all be excluded from the calculation.
  4. Latency: The latency will be measured using the same mechanism for the Packet Loss Ratio.

 

Network Service

SLA Metrics

Service Availability

99.999%

MTTR

5 Hours

Packet Loss Ratio

Less than or equal to 1%

Latency

Mainland to Hong Kong

Failure to meet this Premium China Services SLA results in a Service Credit as follows:

Availability Percentage

Service Credit (based on the amount paid in the relevant month for the China Premium Data Center SKU)

Greater than or equal to 99.999%

N/A

Less than 99.999% but greater than or equal to 99.99%

3 days

Less than 99.99% but greater than or equal to 99.9%

7 days

Less than 99.9% but greater than or equal to 98.00%

15 days

Less than 98.00%

30 days

The following shall be excluded from the calculations for the Premium China Services SLA:

  1. Planned or emergency network maintenance by Zscaler or its third-party network/internet provider; or
  2. Outages caused by the customer’s equipment, configuration, third-party devices, and/or software