Service Availability SLA Scope. Verizon’s Service Level Agreement (SLA) provides that the Verizon Network (as defined in the applicable Service Agreement or Service Order) will be available 100% of the time. "Network Unavailability" consists of the number of minutes that the Verizon Network is not available to Customer, and includes unavailability associated with any maintenance at the Verizon hub to which Customer's circuit is connected other than Scheduled Maintenance (defined below). Outages will be counted as Network Unavailability only if Customer opens a trouble ticket with Verizon customer support. Network Unavailability will not include Scheduled Maintenance, or any unavailability resulting from (a) any local loop provider, (b) Customer's applications, equipment, or facilities, (c) acts or omissions of Customer or any use of the service authorized by Customer, or (d) reasons of Force Majeure (as defined in the applicable Service Agreement or Service Order). For each cumulative hour of Network Unavailability or fraction thereof in any calendar month, at Customer's request, Customer's account shall be credited according to the credit structure set forth below with respect to which a Service Availability SLA has not been met.
"Scheduled Maintenance" shall mean any maintenance at the Verizon hub to which Customer's circuit is connected (a) of which Customer is notified 48 hours in advance, and (b) that is performed during a standard maintenance window on Saturdays and Sundays from 12 PM to 6 AM (local time of the Verizon hub to which Customer's circuit is connected). Notice of Scheduled Maintenance will be provided to Customer's designated point of contact by a method selected by Verizon (telephone, email, fax or pager). Verizon will be relieved of its obligations to contact the customer if Verizon's contact information for Customer is out of date or inaccurate due to Customer's action or omission or if Verizon's failure is due to reasons of Force Majeure (as defined in the applicable Service Agreement or Service Order).
Service Availability SLA Process. To receive credit for Service Availability SLA non-compliance, Customer must request such credit within 30 days from the date of the non-compliance.
Service Availability SLA Remedy. For each cumulative hour of Network Unavailability or fraction thereof in any calendar month, at Customer's request, Customer's account shall be credited for the pro-rated charges for one day of the Verizon Monthly Fee with respect to which a Service Availability SLA has been non-compliant.
North America to Chile Network Packet Delivery SLA Scope. Verizon’s SLA is average monthly Packet Delivery of 99% or greater between Verizon-designated backbone network routers in Chile and the US.
Latin America Network Packet Delivery SLA Scope. Verizon's Latin America Network Packet Delivery SLA is packet delivery of 99% or greater between Verizon-designated inter-regional transit backbone network routers (“Hub Routers”) in Latin America.
Network Packet Delivery SLA Process. To receive credit for Network Packet Delivery SLA non-compliance, Customer must request such credit within 30 days from the date of the non-compliance.
Network Packet Delivery SLA Remedy. If Verizon fails to meet any Network Packet Delivery SLA in a calendar month as measured by Verizon, at Customer’s request, Customer's account shall be credited the pro-rated charges for one day of the Verizon Monthly Fee for the Service with respect to which the SLA has not been met.
Network performance statistics relating to the Packet Delivery are posted at the following location: http://www.verizonbusiness.com/about/network/latency.
North America to Chile Network Latency SLA Scope. Verizon’s SLA is an average monthly latency of 150 milliseconds or less between Verizon-designated backbone network routers in Chile, and USA.
Latin America Network Latency SLA Scope. Verizon's Latin America Network Latency SLA is an average round-trip transmission of 140 milliseconds or less between Verizon-designated inter-regional transit backbone network routers (“Hub Routers”) in Latin America.
Network Latency SLA Process. To receive credit for Network Latency SLA non-compliance, Customer must request such credit within 30 days from the date of the non-compliance.
Network Latency SLA Remedy. If Verizon fails to meet any Network Latency SLA in a calendar month as measured by Verizon, at Customer’s request, Customer's account shall be credited the pro-rated charges for one day of the Verizon Monthly Fee for the Service with respect to which the SLA has not been met.
Network performance statistics relating to the Latency are posted at the following location: http://www.verizonbusiness.com/about/network/latency.
Outage Notification SLA Scope. Verizon's Network Outage SLA provides Customer notification within 30 minutes after it is determined that Service is unavailable.
Outage Notification SLA Process. Verizon's standard procedure is to ping Customer's router every five minutes. If the router does not respond after two consecutive five-minute ping cycles, Verizon will deem the Service unavailable and the Customer's point of contact will be notified by e-mail, phone or pager, as elected by Verizon.
Outage Notification SLA Remedy. If Verizon fails to meet the Outage Notification SLA, Customer's account will be credited, at Customer's request, the pro-rated charges for one day of the Verizon Monthly Fee for the affected Service. Customer may obtain no more than one credit per day, regardless of the number of Outage Notification non-compliances during the day.
Denial of Service SLA Scope. Verizon will respond to Denial of Service attacks reported by Customer within 15 minutes of Customer opening a complete trouble ticket with the Verizon Customer Support. Verizon defines a Denial of Service attack as more than 95% bandwidth utilization.
Denial of Service SLA Process. To receive credit for Denial of Service SLA non-compliance, Customer must request such credit within 30 days from the date of the non-compliance. Customer must have opened a complete DOS trouble ticket with LCTAC to report the DOS 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 shall use trouble tickets and other appropriate Verizon records to determine, in its sole judgment, SLA compliance.
Denial of Service SLA Remedy. If Verizon 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 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.
Notwithstanding the foregoing, Customer credits provided in this Service Level Agreement shall not in the aggregate exceed the Verizon Monthly IP Port Charges for the Service in a given month.