This Service Level Agreement ONLY applies if so specified in the Service Order Form.
North American Network Latency Guarantee Scope:
Verizon Business's North American Network Latency Guarantee is average round-trip transmissions of 45 milliseconds or less between Verizon Business-designated inter-regional transit backbone network routers ("Hub Routers") in North America.
EMEA (Europe) Network Latency Guarantee Scope:
Verizon Business's EMEA (Europe) Network Latency Guarantee is average round-trip transmissions of 30 milliseconds or less between Verizon Business-designated Hub Routers within EMEA (Europe).
Transatlantic Network Latency Guarantee Scope:
Verizon Business's Transatlantic Network Latency Guarantee is average round-trip transmissions of 90 milliseconds or less between a Verizon Business-designated Hub Router in the New York metropolitan area and a Verizon Business-designated Hub Router in the London metropolitan area.
Transpacific Network Latency Guarantee Scope:
Verizon Business's Transpacific Network Latency Guarantee is average round-trip transmissions of 160 milliseconds or less between a Verizon Business-designated Hub Router in the Los Angeles metropolitan area and a Verizon Business-designated Hub Router in the Tokyo metropolitan area.
Singapore Transpacific Network Latency Guarantee Scope:
Verizon Business's Singapore Transpacific Network Latency Guarantee is average round-trip transmissions of 260 milliseconds or less between a Verizon Business-designated Hub Router in Singapore and a Verizon Business-designated Hub Router in the United States.
Singapore-United Kingdom Network Latency Guarantee Scope:
Verizon Business's Singapore-United Kingdom Network Latency Guarantee is average round-trip transmissions of 310 milliseconds or less between a Verizon Business-designated Hub Router in Singapore and a Verizon Business-designated Hub Router in the United Kingdom.
Intra Asia-Pacific Network Latency Guarantee Scope:
Verizon Business's Intra Asia-Pacific Network Latency Guarantee consists of:
Network Latency Guarantee Process:
Latency shall be measured by averaging sample measurements taken during a calendar month between Hub Routers. Each month's Network performance statistics relating to the Network Latency Guarantees shall be posted at http://www.verizonbusiness.com/about/network/latency/. No credits will be made if failure to meet a Network Latency Guarantee is attributable to reasons of Force Majeure (as defined in the applicable service agreement).
Intra Asia Pacific Network Latency Guarantee Remedy:
If Verizon Business fails to meet one or more Intra Asia Pacific Network Latency Guarantees in any calendar month, Customer's account shall be automatically credited for that month for the pro-rated charges for one day of the Verizon Business Monthly Fee for the service with respect to which the Intra Asia Pacific Network Latency Guarantee has not been met.
Network Latency Guarantee Remedy:
With the exception of the Intra Asia Pacific Network Latency Guarantee, if Verizon Business fails to meet any other Network Latency Guarantee in any calendar month, Customer's account shall be automatically credited for that month for the pro-rated charges for one day of the Verizon Business Monthly Fee for the service with respect to which a Network Latency Guarantee has not been met.
North American Network Packet Delivery Scope:
Verizon Business's North American Network Packet Delivery Guarantee is packet delivery of 99.5% or greater between Verizon Business-designated Hub Routers in North America.
EMEA (Europe) Network Packet Delivery Guarantee Scope:
Verizon Business's EMEA (Europe) Network Packet Delivery Guarantee is packet delivery of 99.5% or greater between Verizon Business-designated Hub Routers within EMEA (Europe).
Transatlantic Network Packet Delivery Scope:
Verizon Business's Transatlantic Network Packet Delivery Guarantee is packet delivery of 99.5% or greater between a Verizon Business-designated Hub Router in the New York metropolitan area and a Verizon Business-designated Hub Router in the London metropolitan area.
Singapore Transpacific Network Packet Delivery Scope:
Verizon Business's Transpacific Network Packet Delivery Guarantee is packet delivery of 99% or greater between a Verizon Business-designated Hub Router in Singapore and a Verizon Business-designated Hub Router in the United States.
Singapore-United Kingdom Network Packet Delivery Scope:
Verizon Business's Singapore-United Kingdom Network Packet Delivery Guarantee is packet delivery of 99% or greater between a Verizon Business-designated Hub Router in Singapore and a Verizon Business-designated Hub Router in the United Kingdom.
Intra Asia-Pacific Network Packet Delivery Guarantee Scope:
Verizon Business's Intra Asia-Pacific Network Packet Delivery Guarantee consists of:
Packet Delivery Guarantee Process:
Packet Delivery shall be measured by averaging sample measurements taken during a calendar month between Hub Routers. Each month's Network performance statistics relating to the Network Packet Delivery Guarantees shall be posted at http://www.verizonbusiness.com/about/network/latency/. No credits will be made if failure to meet a Network Packet Delivery Guarantee is attributable to reasons of Force Majeure (as defined in the applicable service agreement).
Intra Asia Pacific Network Packet Delivery Guarantee Remedy:
If Verizon Business fails to meet one or more Intra Asia Pacific Network Packet Delivery Guarantees in any calendar month, Customer's account shall be automatically credited for that month for the pro-rated charges for one day of the Verizon Business Monthly Fee for the service with respect to which the Intra Asia Pacific Network Packet Delivery Guarantee has not been met.
Network Packet Delivery Guarantee Remedy:
With the exception of the Intra Asia Pacific Network Packet Delivery Guarantee, if Verizon Business fails to meet any other Network Packet Delivery Guarantee in any calendar month, Customer's account shall be automatically credited for that month for the pro-rated charges for one day of the Verizon Business Monthly Fee for the service with respect to which a Network Packet Delivery Guarantee has not been met.
Service Availability Guarantee Scope:
Verizon Business's Service Availability Guarantee is to have the Verizon Business Network (as defined in the applicable service agreement) available 100% of the time.
Scheduled Maintenance Scope:
Scheduled Maintenance shall mean any maintenance at the Verizon Business hub to which Customer's circuit is connected (a) of which Customer is notified seven calendar days in advance, and (b) that is performed at the Verizon Business hub to which Customer's circuit is connected. Notice of Scheduled Maintenance will be provided to Customer's designated point of contact by email or pager, as elected by Verizon Business.
Upon receiving such notice, Customer may request by have such maintenance postponed to a later date if agreed to by Verizon Business.
Service Availability Guarantee Process:
Customer must request credit for any "Network Unavailability" in writing. Network Unavailability consists of the number of minutes that the Verizon Business Network was not available to Customer, and includes unavailability associated with any maintenance at the Verizon Business hub to which Customer's circuit is connected other than Scheduled Maintenance. Outages will be counted as Network Unavailability only if Verizon Business notifies Customer of the outage in accordance with the Outage Reporting Guarantee set forth below, or if Customer opens a trouble ticket with Verizon Business customer support and submits a Credit Request Form within 30 days of the outage.
Network Unavailability will not include Scheduled Maintenance, or any unavailability resulting from (a) any telephone company circuits, (b) Customer's applications, equipment, or facilities, (c) acts or omissions of Customer, or any use or user of the service authorized by Customer or (d) reasons of Force Majeure (as defined in the applicable service agreement).
Service Availability Guarantee Remedy:
For each cumulative hour of Network Unavailability or fraction thereof in any calendar month, upon Verizon Business's receipt of a Credit Request Form, Customer's account shall be credited for the pro-rated charges for one day of the Verizon Business Monthly Fee for the service with respect to which a Service Availability Guarantee has not been met.
Local Loop Availability Guarantee Scope:
Verizon Business's Service Availability Guarantee is to have the Local Loop (as defined in the applicable service agreement) available 100% of the time.
Scheduled Maintenance Scope:
Scheduled Maintenance shall mean any maintenance on the Local Loop of which Customer is notified 48 hours in advance. Notice of Scheduled Maintenance will be provided to Customer's designated point of contact by a method elected by Verizon Business (telephone, email, or fax).
Local Loop Availability Guarantee Process:
Customer must request credit for any "Local Loop Unavailability" in writing. Local Loop Unavailability consists of the number of minutes that the Local Loop was not available to Customer, and includes unavailability associated with any maintenance on the Local Loop other than Scheduled Maintenance. Outages will be counted as Local Loop Unavailability only if Verizon Business notifies Customer of the outage in accordance with the Outage Reporting Guarantee set forth below, or if Customer opens a trouble ticket with Verizon Business customer support and submits a Credit Request Form within 30 days of the outage. Local Loop Unavailability will not include Scheduled Maintenance, or any unavailability resulting from (a) Customer's applications, equipment, or facilities, (b) acts or omissions of Customer, or any use or user of the service authorized by Customer or (c) reasons of Force Majeure (as defined in the applicable service agreement).
Local Loop Availability Guarantee Remedy:
For each cumulative four hours or fraction thereof of Local Loop Unavailability in any calendar month, upon Verizon Business's receipt of a Credit Request Form, Customer's account shall be credited for the pro-rated charges for one day of the Verizon Business Monthly Fee for the Local Loop (as specified on the Service Order Form or by Verizon Business).
Outage Reporting Guarantee Scope:
Verizon Business's Outage Reporting Guarantee is to notify Customer within 30 minutes after Verizon Business's determination that Customer's service is unavailable. Verizon Business's standard procedure is to ping Customer's router every five minutes. If Customer's router does not respond after two consecutive five-minute ping cycles, Verizon Business will deem the service unavailable and will contact Customer's designated point of contact by a method elected by Verizon Business (telephone, email, or fax).
Outage Reporting Guarantee Process:
The Outage Reporting Guarantee is applicable only to service provided in Singapore and is applicable only if Customer completes Verizon Business's Customer Information Form in its entirety. Customer is solely responsible for providing Verizon Business accurate and current contact information for Customer's designated points of contact. Verizon Business will be relieved of its obligations under this Outage Reporting Guarantee if Verizon Business's contact information for the Customer is out of date or inaccurate due to Customer's action or omission or if Verizon Business's failure is due to reasons of Force Majeure (as defined in the applicable service agreement).
Outage Reporting Guarantee Remedy:
If Verizon Business fails to meet the Outage Reporting Guarantee, upon Verizon Business's reciept of a Credit Request Form, Customer's account shall be credited the pro-rated charges for one day of the Verizon Business Monthly Fee for the service with respect to which this Guarantee has not been met; provided that (a) Customer may obtain no more than one credit per day, irrespective of how often in that day Verizon Business failed to meet the Outage Reporting Guarantee, and (b) the Credit Request Form is received within 30 days of the outage.
Port Activation Guarantee Scope:
Verizon Business's Port Activation Guarantee is to have activation of a Verizon Business port completed within 10 business days of installation of the telephone company circuit to be used with such port.
Port Activation Guarantee Process:
The 10 business day guarantee will be counted from the date Verizon Business confirms successful installation of the telephone company circuit. This guarantee will not apply to activation delay attributable to Customer equipment, Customer's facility, acts or omissions of Customer, its employees or agents, Customer not passing Verizon Business's credit check, or reasons of Force Majeure (as defined in the applicable service agreement).
Port Activation Guarantee Remedy:
If Verizon Business fails to meet the Port Activation Guarantee, upon Verizon Business's receipt of a Credit Request Form, Customer's account shall be credited 50% of the Start-up Charge for the service with respect to which this Port Activation Guarantee has not been met, provided that the Credit Request Form is received within 30 days of the actual port activation.
Denial of Service Guarantee Scope:
Verizon Business will respond to Denial of Service attacks reported by Customer within 15 minutes of Customer opening a complete trouble ticket with the Verizon Business Customer Support. Verizon Business defines a Denial of Service attack as more than 95% bandwidth utilization.
Denial of Service SLA Process:
To open a trouble ticket for Denial of Service, Customer must call Verizon Business at the Asia Pacific Customer Contact Center and state: "I am under a Denial of Service Attack." A complete trouble ticket consists of Customer's Name, Account Number, Caller Name, Caller Phone Number, Caller Email Address and Possible Destination IP address/Type of Attack. Verizon Business shall use trouble tickets and other appropriate Verizon Business records to determine, in its sole judgment, SLA compliance. Customer must notify Verizon Business no later than 30 days after the Denial of Service attack(s) occurred.
Denial of Service SLA Remedy:
If Verizon Business fails to meet the Denial of Service Response SLA, Customer's account will be credited, at Customer's request, the pro-rated charges for one day of the Verizon Business Monthly Fee for the affected Service. Customer may obtain no more than one credit per day, regardless of the number of Denial of Service SLA non-compliances during the day.
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