CenturyLink SLA:
Managed Hosting Services

Updated: October 3, 2019

1. Introduction

This Service Level Agreement (“SLA”) for Managed Hosting Services sets forth the service levels ("Service Levels") for the Managed Hosting Services provided to Customer by CenturyLink. This SLA is subject to and incorporated into the Agreement and the applicable Service Schedule(s) between the parties and any terms not defined in this SLA shall have the meaning set forth therein.

2. Service Level Types

Managed Hosting Service

The Managed Hosting Service is provided with different Availability Service Levels that correspond to the Service Level Types described as follows.

Table A

  Managed Hosting Services Availability Service Level Type
99.9% Service Level applies to Managed Hosting Service with... 99.75% Service Level applies to Managed Hosting Service with... 99.25% Service Level applies to Managed Hosting Service with... 98.5% Service Level applies to Managed Hosting Service with...
Foundation Hosting* ... redundant Foundation Hosting servers at the web, application and database tier. All tiers must be redundant to be eligible for the 99.9% Service Level. ... redundant Foundation Hosting web servers and single non-HA database server or single web server with a database cluster. ... one Foundation Hosting web server and one Foundation Hosting database server, and/or
... a solution designed with a Critical Service in a non-HA configuration.
... only one Foundation Hosting server. Also, Foundation Springboard servers are only eligible for the 98.5% Service Level.
Intelligent Hosting ... redundant Intelligent Hosting servers at the web, application and database tier. All tiers must be redundant to be eligible for the 99.9% Service Level. ... redundant Intelligent Hosting servers and single database server or single web server with a database cluster. ... one Intelligent Hosting web server and one Intelligent Hosting database server, and/or
... a solution designed with a Critical Service in a non-HA configuration.
... only one Intelligent Hosting server.
Dedicated Cloud Compute ... Dedicated Cloud Compute Failover Groups with more than one Dedicated Cloud Compute Node. Not applicable. Not applicable. ... Dedicated Cloud Compute Failover Groups with only one Dedicated Cloud Compute Node.
CenturyLink Private Cloud on VMware Cloud Foundation ... CenturyLink Private Cloud on VMware Cloud Foundation with 4 or more Nodes per stack. Not applicable. Not applicable. Not applicable.
Utility Compute ... redundant Utility Compute servers at the web, application and database tier. All tiers must be redundant to be eligible for the 99.9% Service Level. For Utility Compute, High Availability (HA) Servers on the entire CenturyLink-provided solution will satisfy this requirement. ... redundant non-HA Utility Compute web servers and a single non-HA Utility Compute database server or single non-HA Utility Compute web server with a database cluster. ... one non-HA Utility Compute web server and one non-HA Utility Compute database server, and/or
... a solution designed with a Critical Service in a non-HA configuration.
... only one non-HA Utility Compute server.

* For Foundation Hosting Service:
In order to be eligible for any of the Availability Service Levels for Foundation Hosting Service, (i) Customer's local hard drives must be in a RAID 1 or 5 configuration to limit the impact of a single hard drive failure, and (ii) The Customer must initiate opening the trouble ticket for suspected failures.

Managed Applications

The Availability Service Levels defined above for the Foundation Hosting, Intelligent Hosting, Dedicated Cloud Compute, and Utility Compute products will also include the following Managed Application product add-ons when subscribed to with standard configurations and packages. Managed Application product add-on Service Levels only apply when the underlying Managed Hosting Service is available and for application versions where standard support is provided from the software provider.

Table B

  Managed Availability Service Levels
Managed Microsoft SQL Server (MS-SQL) 99.99% 99.90% 99.75% 99.25% 98.50%
Requires three or more subscriptions to the Database Server Software Package for MS-SQL and a subscription to the Database Utilities Package for Microsoft Clustering, and a subscription to the Database Utilities Package for Microsoft Database Mirroring between datacenters. Requires two or more subscriptions to the Database Server Software Package for MS-SQL and a subscription to the Database Utilities Package for Microsoft Database Mirroring. Requires two or more subscriptions to the Database Server Software Package for MS-SQL and a subscription to the Database Utilities Package for Microsoft Clustering. Not Applicable. Requires a subscription to the Database Server Software Package for MS-SQL.
Managed Oracle Database Server (Oracle) 99.99% 99.90% 99.75% 99.25% 98.50%
Requires three or more subscriptions to the Database Server Software package for Oracle Enterprise Edition. Two or more of the services must be for Oracle Enterprise Edition With Real Application Clusters (RAC) in a single datacenter and at least one must be for an Oracle standby database in a different datacenter from the primary Oracle RAC installation with a fast start failover configured for 90 seconds maximum timeout setting. Requires three or more subscriptions to the Database Server Software package for Oracle Enterprise Edition. Two or more of the services must be for Oracle Enterprise Edition With Real Application Clusters (RAC) in a single datacenter and at least one must be for an Oracle standby database in a different datacenter from the primary Oracle RAC installation. Requires two or more subscriptions to the Database Server Software Package for Oracle Enterprise Edition with RAC or Oracle Standard Edition With RAC. Requires two subscriptions to the Database Server Software Package for Oracle Enterprise or Standard Edition. The secondary node must be configured as a "passive" node in an "active/passive" cluster using Oracle Clusterware. Requires a single subscription to the Database Server Software Package for Oracle- Any Edition.
Managed Microsoft Internet Information Services (MS-IIS) 99.99% 99.90% 99.75% 99.25% 98.50%
Not applicable. Requires two or more subscriptions to the Web Application Software Package for MS-IIS with the MS-IIS Web Servers in a load balanced web farm configuration. Not Applicable. Not Applicable. Requires a subscription to the Web Application Software Package for MS-IIS.
Managed Microsoft Active Directory – Directory Services (MS-ADDS) 99.99% 99.90% 99.75% 99.25% 98.50%
Requires two or more subscriptions to the Directory Services Package for each unique MS-ADDS Domain and per datacenter. The Managed Compute Servers hosting Directory Services must be on Separate Physical Frames, Separate Physical Host Servers, and on Dissimilar Storage. Not applicable. Not Applicable. Not Applicable. Requires two or more subscriptions to the Directory Services Package for each unique MS-ADDS Domain and per datacenter.
Managed MySQL Server (MySQL) 99.99% 99.90% 99.75% 99.25% 98.50%
Not applicable. Not applicable. Not Applicable. Requires two or more subscriptions to the Database Server Software Package for MySQL and a subscription to the Database Utilities Package for MySQL Database Replication. Requires a subscription to the Database Server Software Package for MySQL.
Managed Apache Web Server (Apache HTTPD/Apache Tomcat) 99.99% 99.90% 99.75% 99.25% 98.50%
Not applicable. Requires two or more subscriptions to the Web Application Software Package for Apache with the Apache Web Servers in a load balanced web farm configuration. Not Applicable. Not Applicable. Requires a subscription to the Web Application Software Package for Apache.

3. Service Credit Calculation

If a Managed Hosting Service, as set forth in Table A of Section 2, or a Managed Application, as set forth in Table B of Section 2, is subject to an Outage, Customer may be entitled to receive a Service Credit as follows:

Availability Service Level Level 1 Level 2 Level 3 Level 4
99.99% Service Level 5 minutes < Outage < 60 minutes 60 minutes < Outage < 3.6 hours 3.6 hours < Outage < 7.2 hours Outage ≥ 7.20 hours
99.90% Service Level 44 minutes < Outage < 3.6 hours 3.6 hours ≤ Outage < 7.2 hours 7.2 hours ≤ Outage < 10.8 hours Outage ≥ 10.8 hours
99.75% Service Level 1.8 hours < Outage < 5.4 hours 5.4 hours ≤ Outage < 9.0 hours 9.0 hours ≤ Outage < 12.6 hours Outage ≥ 12.6 hours
99.25% Service Level 5.4 hours ≤ Outage < 9.0 hours 9.0 hours ≤ Outage < 12.6 hours 12.6 hours < Outage < 16.2 hours Outage ≥ 16.2 hours
98.50% Service Level 10.8 hours < Outage < 14.4 hours 14.4 hours ≤ Outage < 18.0 hours 18.0 hours ≤ Outage < 21.6 hours Outage ≥ 21.6 hours
Maximum Service Credit
(% of MRC for Affected Service)
15% 20% 25% 30%

The Service Credit will be calculated by multiplying the appropriate percentage set forth in the Affected Service Credit row above by the Monthly Recurring Charges for the Affected Service in the month in which the Outage occurred.

4. Definitions

"Affected Service" means the portion of the Managed Hosting Service subject to an Outage at the relevant Data Center.

“Critical Service” means a server application that is required for the Systems to function properly, such as a dedicated directory server used for global authentication.

“Data Center” means the facility in which the Systems are located.

“Failover Group” means a group of Dedicated Cloud Compute Nodes where the workloads are allowed to transfer between Dedicated Cloud Compute Nodes should a hardware failure occur.

“High Availability (HA) Server” means that active hardware elements will fail over to standby hardware elements in the case of failure, with minimal system downtime.

“Outage” means the accumulated time in a calendar month during which Customer or any of its users are unable to establish a Session with an applicable System(s) or Managed Application as tracked in an open trouble ticket for reasons other than: (a) a doubling of information transmitted above the committed data transmission rate specified in the most recent Service Order for the Customer if the committed rate is in excess of 10 Mbps; (b) failures caused by any information or content; (c) information or content unavailability caused by ongoing restoration of content or information from a tape backup system; (d) Outage is due to any action on the part of a third party not performing authorized work on behalf of CenturyLink that results in network or equipment outage (including but not limited to viruses, trojan horses, denial of service attack(s) and/or worms); (e) emergency maintenance; or (f) any Excluded Events.

"Redundant Server" means that active server connections will fail over to secondary server connections with minimal to no system downtime.

"Portal" is the name for the interface that ties together centralized systems that CenturyLink uses to provide services to customers. Included in the applicable Portal are systems for order processing, provisioning, procurement, management and monitoring, change management, billing, customer support/ticketing and reporting.

“Service Credit” means an amount deducted from monthly recurring charges billed to Customer in the event of an Outage.

"Session" means the Customer’s ability to create a remote terminal connection to applicable Systems through which administrative commands can be executed for certain Services as applicable.

"Systems" are the software, hardware, and network components required to deliver the Services.

5. Service Credits

Customers outside of the Latin America must request any Service Credit due hereunder by submitting an e-mail to billing.department@centurylink.com within sixty (60) calendar days of the conclusion of the month in which the Outage(s) occurs. Customer waives any right to Service Credits not requested within this sixty (60) calendar day period. Service Credits will be issued once validated by CenturyLink and applied toward the invoice which Customer receives no later than two (2) months following Customer’s Service Credit request. All performance calculations and applicable Service Credits are based on CenturyLink records and data unless Customer can provide CenturyLink with clear and convincing evidences to the contrary.

For billing contact information in Latin America, see section 7 below.

6. Limitations

The applicable SLA provides Customer's sole and exclusive remedies for any Service interruptions, deficiencies, or failures of any kind. An Outage shall not occur, the SLA, including any remedies hereunder, will not apply and Customer will not be entitled to receive a Service Credit in the case of an Excluded Event. Excluded Event means any event that adversely impacts the Service that is caused by (a) the acts or omissions of Customer, its employees, customers, contractors or agents; (b) the failure or malfunction of equipment, applications or systems not owned or controlled by CenturyLink; (c) Excused Outages (as defined in the Agreement); (d) any suspension of Service pursuant to the Agreement; or (f) the unavailability of required Customer personnel, including as a result of failure to provide CenturyLink with accurate, current contact information. Customer will not be eligible to receive any otherwise applicable Service Credits if Customer is in breach or default under any provisions of the Agreement at the time the Outage(s) occurred or at the time when such Service Credit is requested by Customer until such breach is cured, at which point the Service Credit will be issued. The Database Utilities Package for MS-SQL Database Mirroring and MySQL Database Replication include a Service Level that CenturyLink will bring a replicant database on-line with all committed transactions in response to a Customer initiated failover request. Database transactions that were in queue or transit for replication but were not committed to the replicant database prior to the failover request are excluded from this Service Level. The Service Credits set forth herein are not cumulative and in no event will the Service Credits accrued in any calendar month exceed, in the aggregate across all events, thirty percent (30%) of the Affected Service MRC.

7. Billing Customer Care for Latin America

The Billing Customer Care team for Latin American customers can be contacted for resolving Customer billing issues for accounts within CenturyLink’s Latin America region.

Access to the Billing Customer Care team is available through the Customer Portal:

Country Portal
Argentina / Brazil / Chile / Colombia / Ecuador / Peru / Venezuela https://latam.my.level3.com
USA (Miami) / México / Panamá / Costa Rica https://my.level3.com

The use of this Portal is recommended for more expedient requests.

Alternatively, customers in CenturyLink’s Latin America region may contact the Billing Customer Care team using the contact numbers below and selecting option 5: Billing and Payments:

Country Contact Numbers
Argentina 0800 800 5383 or +54 11 5170 5383
Brazil 0800 887 3333 or +55 11 3957 2288
Chile 800 360 303 or +56 2 2422 5803
Colombia 01 8000 11 7997 or +57 1 611 9013
Ecuador 1800 400 408 or +593 2 400 5080
Peru 0800 7 0662 or +51 1 705 5777

Customers may also communicate through the following email addresses:

Country E-mail Address
Argentina / Chile / Peru DL-Billing_Latam_T2@centurylink.com
Colombia / Ecuador / USA (Miami) / México / Panamá / Costa Rica DL-Billing_Latam_T1@centurylink.com
Venezuela ven-grp-facturacion@centurylink.com
Brazil BRA-BCC@centurylink.com
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