Supplemental ZIA Service Availability Agreement for the China Premium Data Centers
The China Premium Data Centers will be available 100% of the total hours during every month Customer uses the SaaS for the routing of internet traffic between Beijing and a location outside of China via Zscaler’s third-party network/internet provider for Premium Data Center(s) located in China (the “ZIA China Premium SLA”). For the avoidance of doubt, this ZIA China Premium SLA will only apply for the service availability of the China Premium Data Centers as defined herein.
The ZIA China Premium SLA shall be calculated by Zscaler based on the following metrics:
- Service Availability: Computed as a ratio of total monthly time minus the outage time and divided by total monthly time.
- 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 Customer opens the support ticket until resolution, averaged across all support tickets related to the China Premium Data Center.
- 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.
- Latency: The latency will be measured using the same mechanism for the Packet Loss Ratio.
| Network Service | ZIA China Premium SLA Metrics |
| Service Availability | 99.9% |
| MTTR | 5 Hours |
| Packet Loss Ratio | Less than or equal to 1% |
| Latency | Mainland to Hong Kong |
Failure to meet this ZIA China Premium 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 99.9% | N/A |
| Less than 99.9% but greater than or equal to 99.00% | 1 days |
| Less than 99.00% but greater than or equal to 98.00% | 3 days |
| Less than 98.00% but greater than or equal to 95.00% | 7 days |
| Less than 95.00% | 30 days |
The following shall be excluded from the calculations for the ZIA China Premium SLA:
- Planned or emergency network maintenance by Zscaler or its third-party network/internet provider; or
- Outages caused by Customer’s equipment, configuration, third-party devices, and/or software.