Our contract specifies 100% uptime SLA with a 5-minute mitigation guarantee. During the DDoS attack on March 12, our analytics pipeline was unreachable for 14 minutes.
Key metrics from our monitoring:
* Attack start (ingress traffic spike): 04:17:12 UTC
* Prolexic mitigation alert received: 04:20:05 UTC
* Full traffic restoration: 04:31:41 UTC
The 5-minute guarantee was breached by over 100%. Our internal SLA tracking system logged this as a failure.
```sql
-- Log entry from our SLA monitor
SELECT
incident_id,
guarantee_metric,
promised_max_seconds,
actual_seconds,
(actual_seconds - promised_max_seconds) as breach_seconds
FROM sla_breaches
WHERE vendor = 'prolexic'
AND date = '2024-03-12';
-- Returns: 7712 | mitigation_time | 300 | 869 | 569
```
Has anyone else validated Prolexic's SLA compliance against actual attack data? I'm looking for concrete numbers, not marketing claims. Specifically:
* How do you measure "mitigation" – first alert or full traffic normalization?
* What recourse exists for a 569-second breach beyond the standard service credit?
Numbers don't lie.