Legal Agreement for Our services
This paper sets forth our pledge to provide top-notch service quality.MIG 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:
Redundant routers and switches
Multiple upstream providers
Continuous 24x7 monitoring of critical network components
Second: Submit a support ticket via our Support Department Support Department
Third: Reach out via email at sales@migservers.com
MIG 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 , and 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@migservers.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.
MIG 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@migservers.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.
MIG 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@migservers.com.including your account name, the outage's duration, and the time span.
The Ultimate DDoS MitigationService Level Agreement (UDM SLA) offers customers a set of assurances and solutions related to MIG 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:
Ultimate DDoS Protection (UDM): This refers to the service provided by MIG servers to mitigate the effects of Denial of Service Attacks on customers' Internet connectivity, which is delivered via the MIG servers Backbone.
MIG servers Backbone: This is MIG servers's network infrastructure, owned and operated solely at selected points of presence where MIG servers offers DDoS Protection Service (referred to as "Selected POPs").
MIG servers Network Operations (MIG servers NOC): This consists of the team at MIG servers responsible for operating, monitoring, and supporting the network infrastructure exclusively within the Selected POPs where MIG servers provides DDoS Protection Service (DDoS Protection).
MIG servers Network Security (MIG servers Security): This team is responsible for operating, monitoring, and supporting DPS Core.
DDoS Attack (Attack): Denotes a Denial of Service attack on the Internet connectivity provided to customers over the MIG servers Backbone.
DDoS Mitigation Event (Event): Refers to the steps taken by MIG servers Network Security, utilizing the Backbone, to reduce the adverse impacts caused by an Attack.
Null Routes (Nulls): In instances where a DDoS attack isn't adequately mitigated and it impacts our Backbone and other customers, MIG servers reserves the right to null route the IP for up to 24 hours to investigate the problem and prevent future null routes.
Trouble Ticket: This is a customer incident report generated by the MIG servers NOC within its ticketing and tracking systems.
Mitigation Request Response Time (Response Time): This specifically measures the time between the opening of a Trouble Ticket by a customer with the MIG servers NOC requesting a DDoS Mitigation Event and the point at which MIG servers NetworkSecurity contacts the customer (or attempts to do so) to commence the necessary troubleshooting and investigation. It does not pertain to the time between the opening of a Trouble Ticket and the implementation of measures required to mitigate an Attack.
Event Fee: This consists of fees associated with a specific Event, incurred by the customer.
Access Control List (ACL): It denotes a packet filtering method designed to permit or deny network access by IP address or network protocol between a customer's network connection and the MIG servers Backbone.
Standard ACL Change Request: This refers to an ACL change request submitted to the MIG servers NOC or MIG servers Security that will be reviewed within one business day, with deployment scheduled upon approval. It may include new ACL(s), modifications to existing ACL(s), and/or removal of ACL(s).
Emergency ACL Change Request: This pertains to an ACL change request submitted for immediate review to the MIG servers NOC or MIG servers Security, with deployment scheduled upon approval. Similar to the Standard ACL Change Request, it may include new ACL(s), changes to existing ACL(s), and/or the removal of ACL(s).
Included Standard ACL Change Requests: This specifies the number of Standard ACL Change Requests included as part of the monthly subscription.
Standard ACL Change Request Rate: This signifies the fee associated with each Standard ACL Change Request.
Emergency ACL Change Request Rate: This represents the fee linked to each Emergency ACL Change Request.
Emergency ACL Change Request Response Time: This specifically measures the time between the opening of a Trouble Ticket by a customer with the MIG servers NOC, requesting an Emergency ACL Change, and the time when MIG servers Network Security or the MIG servers NOC contacts the customer (or attempts to contact the customer) to initiate the review process for the intended Emergency ACL Change Request. It does not refer to the time between the opening of the Trouble Ticket and the deployment of the ACL change.
“Emergency ACL Change Request Response Time” refers only to the period of time between the opening of a Trouble Ticket by Customer with MIG servers NOC requesting an Emergency ACL Change Request and the time when MIG servers Network Security or the MIG servers NOC contacts Customer (or attempts to contact Customer) to begin the review process of the intended Emergency ACL Change Request. Emergency ACL Change Request Response Time does not refer to the period of time between the opening of a Trouble Ticket by Customer with MIG servers NOC for an Emergency ACL Change Request and the deployment of the ACL change.
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 online chat to the MIG servers NOC or the Billing Department via a ticket, the MIG 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, MIG 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 online chat to the MIG servers NOC or MIG servers Network Security or through the Customer Portal, the MIG 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 MIG 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 MIG servers Backbone:
Events beyond MIG servers's reasonable control, including governmental actions, war, insurrection, sabotage, embargo, fire, flood, strikes, or other labor disturbances, transportation interruptions or delays, unavailability or interruptions in telecommunications or third-party services, failures of third-party software, or inability to obtain necessary raw materials, supplies, power, or equipment required for providing the DDoS Protection Service.
Failures of access circuits to the MIG servers Backbone.
Scheduled maintenance, emergency maintenance, and upgrades.
DNS issues outside of MIG servers's direct control.
False SLA breaches reported due to outages or errors in any of MIG servers's measurement systems.
Customer's actions or omissions, or those of others authorized or engaged by the customer, including negligence, willful misconduct, or use of the MIG servers Backbone or DDoS Protection Service in violation of MIG servers's Terms and Conditions of Service or Acceptable Use Policy
MIG servers is dedicated to maintaining its network to ensure the highest possible Internet performance for all customers. To fulfill this commitment, MIG servers offers the following guarantees to all on-site Internet clients:
A 100% guarantee of uninterrupted Internet access.
Packet loss will not exceed 0.1% within an average 30-day period (applicable to Level 3/PCCW Carriers Only).
The average jitter on MIG servers's backbone network will be 285ms or less.
The maximum jitter on MIG servers's backbone network will not exceed 10ms for more than 0.1% of a calendar month.
Zero packet loss within MIG servers's network.
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 MIG servers NOC via online chat or through the Billing Department. The MIG servers Network Security Team commits to responding to the customer's request within 15-30 minutes.
In addition to the above performance guarantees, MIG 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. MIG 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 MIG servers within 30 days of the Event and be supported by MIG servers's measurements and timestamps within the MIG servers NOC Trouble Ticket Systems. Once confirmed, valid credits will be applied to the Customer's invoice within two billing cycles after MIG 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 MIG servers within 30 days of the Event and be supported by MIG servers's measurements and timestamps within the MIG servers NOC Trouble Ticket Systems. Once confirmed, valid credits will be applied to the Customer's invoice within two billing cycles after MIG 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@migservers.com.. within 30 days of the incident. The credit amount should not exceed 50% of the monthly fee for the affected server.