Service Agreement

Full Network Uptime Guarantee

ToTo Cloud offers uptime guarantees based on network and node hosts. In general, these guarantees are provided as a supplement to the Terms of Service . When you become a ToTo Cloud customer, these terms automatically come into effect and become an integral part of ToTo Cloud's entire service life cycle.

These guarantees apply to each of your products and services, not to all bills. The following conditions do not apply to this SLA.
1)For the normal routine maintenance of the Services you have purchased, we will notify you in advance and notify adjustments to traffic policies and DNS policies to temporarily migrate your Services to the parts that work. However, delays in adjustments caused by your Internet Service Provider are not applicable.
2)APIs, control panels and trunk servers, router plug-ins, etc. provided by ToTo Cloud.
3)The customer has been informed prior to purchase that the service is not covered by the SLA.

More simply:

Our platform is very reliable! With perfect quality assurance!

In the event of a contingency, you will be able to receive compensation, such as ToTo Cloud "Compensatory Time".

Packet Loss and Delay

ToTo Cloud proactively monitors the lines conditions at each of ToTo Cloud's connection points and adjusts network strategy as much as possible to minimize the impact of network fluctuations as they occur. the ToTo Cloud's global acceleration network has 0% packet loss and low latency lines within its own locale, but when customers are connected to the network in their own country, they may be affected by cable Quality, carrier routing strategy, subscriber broadband usage and other factors cause packet loss and high latency. In this case, we offer the ToTo Cloud Global Optimized Network, which provides more stable and low-latency connections to our subscribers via backbone and CN2 trunks, as an optional item with the SLA guarantee.

The purpose of the relay nodes provided by ToTo Cloud is to break through network censorship and establish a fast connection to the target server, so the acceleration strategy is more inclined to use China Telecom's backbone network access (ChinaNet Backbone) with large bandwidth and medium connection quality; the goal of some high-quality lines is to establish as low latency and high stability as possible. so the acceleration strategy favors medium connection speed and high connection quality for the China Telecom CN2 network and country-specific direct connect optimized lines. Different SLA levels apply to different services.

More simply:

Our accelerated network works in a 0% packet loss environment, which applies to ToTo Cloud accelerated network to the backbone lines. If you find any packet loss, please contact us, generally less than 5% packet loss is normal. It depends on your local network to the national backbone node. This SLA does not apply to packet loss/high latency conditions caused by national backbone BGP routing and carrier routing adjustments.

Restriction

This uptime guarantee only applies if the user is using the services provided by the ToTo Cloud normally. This SLA does not apply to users on private lines who have a higher level of control over their connection point and choose to use a higher level of TCP acceleration that may cause instability. This SLA will no longer apply if a user uses the ToTo Cloud Accelerated Network to engage in behavior that violates the laws, regulations of the user and connection point region and the ToTo Cloud Terms of Service.

When ToTo Cloud performs routine maintenance on connection point software and hardware, we will notify the user 24 hours in advance. and for urgent issues, ToTo Cloud will take care of them within 10-30 minutes and ensure a working connection point for users to use. All connection points should not be maintained for more than 24 hours, otherwise ToTo Cloud users will be compensated for ToTo Cloud "Compensatory Time".

More simply:

The SLA applies if the user is using the services provided by ToTo Cloud correctly. The SLA will not apply when the user has other hardware and software issues and misconfigurations. In addition, ToTo Cloud will be able to perform routine maintenance on the connection points unless it takes more than 30 minutes.

Interrupt Compensation

We will automatically compensate the user for "Compensatory Time" when the SLA fails to meet the promised items.

Duration	Compensatory Time
< 60 min	1 day
60-120 min	3 days
120-360 min	5 days
360-720 min	10 days
> 720 min	15 days