Internet Satellite - Enterprise Service Level Agreement

The following SLAs apply only to Customers executing an agreement for the Internet Satellite - Enterprise service:

Network Availability and Packet Loss

1. Network Availability
   
   • Scope: The Network Availability SLA is 99.9%.
     
     
   • Calculation: "Network Availability" refers to the absence of Service outages associated with the connection of Customer to the Verizon Business network. Network availability is measured from the managed terrestrial network (the egress point shown in the diagram below) to the satellite gateway and associated satellite space segment (the egress point shown in the diagram below).
   
   
   • Network Availability Formula:
     
     (Total minutes of Service network uptime) / (total minutes in the Service month)
     
     Network Availability is measured from the egress interface up to, but not including, the egress interface at the Verizon Business network. Refer to the diagram below.

2. Packet Loss. The traffic shaping control for the Service is packet drops. In-Profile Traffic (as defined below) will be treated with priority and transmitted at the maximum burst rate defined by the Service Tier. Out-of-Profile Traffic is defined as capacity consumption over and above the monthly traffic volume threshold, as defined for a Service Tier, or traffic that does not meet the asymmetry parameters shown below. Out-of-Profile Traffic that cannot be forwarded will appear as congestion to host machines interacting across the Service network, resulting in increased packet loss. Out-of-Profile Traffic will be transferred across the network on a capacity available basis with no priority. The Packet Loss SLA of less than 1% per month is only available for In-Profile traffic.
   
   
   • In-Profile Traffic Definitions. In-Profile traffic is traffic that meets (a) the instantaneous pro rata consumption that would aggregate to the monthly volume threshold for each Service Tier as shown below if used at that rate for an entire month (the “Monthly Volume Threshold”)and (2) the asymmetry parameters described below.
     
     
     • Monthly Volume Threshold
       

       Service Tier (Burst Rate)	Monthly Volume Threshold
       Primary 128 x 128 Kbps	1500Mbps / month
       Primary 256 x 128 Kbps	2250Mbps / month
       Primary 384 x 128 Kbps	3000Mbps / month
       Primary 512 x 128 Kbps	5100Mbps / month
       Primary 1024 x 256 Kbps	7200Mbps / month
       Primary 1.544 x 256 Kbps	10000Mbps / month
       Primary 1.544 x 512 Kbps	15000Mbps / month
       Primary 2.048 x 256 Kbps	12000Mbps / month
       Primary 2.048 x 512 Kbps	18000Mbps / month

     
     
     • In-Profile asymmetry: Traffic that is greater than or equal to 75% of the pro rata consumption of the Monthly Volume Threshold for traffic entering the CPE from the satellite link and less than or equal to 25% of the pro rata consumption of the Monthly Volume Threshold for traffic leaving the CPE via the satellite link.
3. Outages: Outages related to In-Profile Traffic packet loss must be reported to Verizon Business at 800-900-0241 option 3, option 2 within 24 hours of the packet loss event and confirmed by Verizon Business Customer Support.



4. Service Level Agreement Remedy
   
   Verizon Business’s performance with respect to each SLA shall be determined on the basis of data collected by Verizon Business and reported by Verizon Business on the Information One Website. In addition to exclusions described herein, in calculating SLA compliance, Verizon Business will exclude: (a) failures resulting from outages or disruptions caused by Customer; (b) Service or data failures due to reasons of Force Majeure; (c) outages associated with scheduled maintenance events; and (d) outages or disruptions caused by Customer’s failure to maintain site specifications as set forth below.
   
   Customer is responsible for the necessary site preparation, maintenance, interconnection where applicable, and specification adherence as reasonably determined by Verizon Business and set forth in guidelines that Verizon Business may issue from time to time.
   
   No SLAs will be available if the CPE: (a) has been subjected to physical or electrical stress, misuse, neglect, accident or abuse, or damaged by any other external causes; (b) has been repaired or altered by anyone other than Verizon Business or Verizon Business’s authorized subcontractors or affiliates, without Verizon Business’s express and prior written approval; or (c) is used in violation of applicable law or in violation of instructions furnished by Verizon Business.
   
   To claim a credit, Customer must submit a complete Company claim on the Verizon Business Information One Website within 24 hours of the end of each month where an SLA was not met. Customer’s sole remedy for Verizon Business’s failure to meet any and all SLAs shall be to receive a credit of the Monthly Fee for each site, net of discounts and taxes, billed to Customer for the month in which Verizon Business failed to meet the SLA for each SLA outlined in "SLA Credits" table below.
   
   Credit(s) may be claimed for each SLA. However, the maximum SLA credit that will be applied shall not exceed 25% of the Monthly Fee for each affected site, net of discounts and taxes.



5. Table 1 SLA Credits
   
   

   	Target	5% Credit	10% Credit	25% Credit
   Network Availability	>=99.90%	99.899-99.50%	99.499-95.00%	<94.999%

6.  

   	Target	7% Credit
   Packet Loss	<=1.0%	>1.01%