North American Network Latency SLA Scope:
UUNET's North American Network Latency SLA is average
round-trip transmissions of 45 milliseconds or less between
UUNET-designated inter-regional transit backbone network routers
("Hub Routers") in North America.
European Network Latency SLA Scope:
UUNET's European Network Latency SLA is average round-trip
transmissions of 30 milliseconds or less between UUNET-designated
Hub Routers within Europe.
Transatlantic Network Latency SLA Scope:
UUNET's Transatlantic Network Latency SLA is average
round-trip transmissions of 90 milliseconds or less between a
UUNET-designated Hub Router in the New York metropolitan area
and a UUNET-designated Hub Router in the London metropolitan
area.
Network Latency SLA 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
SLAs shall be posted at
http://global.mci.com/about/network/latency/.
No credits will be made if failure to meet a Network Latency SLA is attributable
to reasons of Force Majeure (see below).
Network Latency SLA Remedy:
If UUNET fails to meet any Network Latency SLA in any
calendar month, Customer's account shall be automatically credited
for that month for the pro-rated charges for one day of the UUNET
Monthly Fee for the service with respect to which a Network
Latency SLA has not been met.
North American Network Packet Delivery Scope:
UUNET's North American Network Packet Delivery SLA is
packet delivery of 99.5% or greater between UUNET-designated Hub
Routers in North America.
European Network Packet Delivery Scope:
UUNET's European Network Packet Delivery SLA is packet
delivery of 99.5% or greater between UUNET-designated Hub Routers
within Europe.
Transatlantic Network Packet Delivery Scope:
UUNET's Transatlantic Network Packet Delivery SLA is packet
delivery of 99.5% or greater between a UUNET-designated Hub Router
in the New York metropolitan area and a UUNET-designated Hub
Router in the London metropolitan area.
Packet Delivery SLA 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 SLAs shall be posted at
http://global.mci.com/about/network/latency/.
No credits will be made if failure to meet a Network Packet Delivery SLA is
attributable to reasons of Force Majeure (see below).
Network Packet Delivery SLA Remedy:
If UUNET fails to meet any Network Packet Delivery SLA in a
calendar month, Customer's account shall be automatically credited
for that month for the pro-rated charges for one day of the UUNET
Monthly Fee for the service with respect to which a Network Packet
Delivery SLA has not been met.
100% Service Availability Service Level Agreement (SLA)
Service Availability SLA Scope:
MCI's Service Availability SLA provides that the MCI
Network (as defined in the applicable service agreement) will be available
100% of the time.
Scheduled Maintenance Scope:
Scheduled Maintenance shall mean any maintenance at the MCI
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 Tuesdays and Thursdays from 3
AM to 6 AM local time of the MCI 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 page, as elected by
MCI.
Service Availability SLA Process:
At Customer's request, MCI will calculate Customer's "Network Unavailability"
during a calendar month. "Network Unavailability" consists of the number of minutes
that the MCI Network (as defined in the applicable service agreement) or an MCI-ordered
telephone company circuit in the contiguous U.S. was not available to Customer, and
includes unavailability associated with any maintenance at the MCI data center where Customer's
circuit is connected or Customer's server is located other than Scheduled Maintenance. Outages will be counted as Network
Unavailability only if MCI notifies Customer of the outage in accordance with the Outage
Reporting SLA set forth below or if Customer opens a trouble ticket with MCI Customer support within (30) days of the outage.
Network unavailability does not include Scheduled Maintenance or any unavailability resulting from (a) any Customer-ordered telephone company circuits or equipment,
(b) Customer's applications or equipment, (c) acts or omissions of Customer, or any
use of the Service authorized by Customer or (d) Force Majeure (see below). If MCI fails to meet the Service Availability SLA during any given calendar month in accordance with the above, Customer's account will be credited
at Customer's request.
Service Availability SLA Remedy:
To receive credit for an Service Availability SLA non-compliance, Customer must request such credit within 30 days from the
date of the non-compliance. For each cumulative hour of Network Unavailability or fraction thereof in
any calendar month, Customer's account shall be credited at Customer's request for the pro-rated charges
for one day of the MCI Monthly Fee plus one day of the telephone company line charges for the Service with
respect to which a Service Availability SLA has been non-compliant.
Outage Reporting SLA
Outage Reporting SLA Scope:
MCI's Outage Reporting SLA is to notify Customer within 15 minutes after MCI's
determination that Customer's service is unavailable. MCI'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, MCI will deem the service unavailable and will contact
Customer's designated point of contact by e-mail or pager, as elected by MCI.
Outage Reporting SLA Process:
The Outage Reporting SLA is applicable only to service provided in the
contiguous United States and is applicable only if Customer completes MCI's
Customer Information Form in its entirety or registers for the Outage Reporting
SLA.
Customer is solely responsible for providing MCI accurate and current contact
information for Customer's designated points of contact.
MCI will be relieved of its obligations under this Outage Reporting SLA if
MCI's contact information for Customer is out of date or inaccurate due to
Customer's action or omission or if MCI's failure is due to
reasons of Force Majeure (see below).
Outage Reporting SLA Remedy:
If MCI fails to meet the Outage Reporting SLA, at Customer's request
Customer's account shall be credited the pro-rated charges for one day of the
MCI Monthly Fee for the service with respect to which this SLA has not been
met; provided, that Customer may obtain no more than one credit per day,
irrespective of how often in that day MCI failed to meet the Outage Reporting
SLA. To receive credit if this SLA has not been met, customers must
request SLA credit within 30 days from the date the SLA was not met.
Circuit Install SLA Scope: Verizon Business's Circuit Install SLA is to have installation of an Verizon Business-ordered telephone company circuit and activation of an Verizon Business port completed within forty (40) business days for T1 services, sixty (60) business days for T3 services, and within the scheduled installation date provided in writing by an Verizon Business Sales Manager for OC-3, OC-12, OC-48, and Dedicated Ethernet (GigE) services.
Circuit Install SLA Process: The Install date shall be counted from the date Verizon Business has received all of the following from Customer: signed contract (e.g., Service Agreement or Amendment), completed Customer Information Form, and (if requested by Verizon Business) completed credit application. The Circuit Install SLA is not available for Customer-ordered telephone company circuits, Verizon Business-ordered telephone company circuits outside the contiguous U.S., or if installation delay is 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 (see below).
Circuit Install SLA Remedy: To claim a credit, Customer must request it by calling the Billing Inquiry/Trouble telephone number on its invoice. At the time of this call, Customer must provide the company name, account number, circuit ID, Service, contact name and number, email address, SLA install date, and the actual install date in order to process the request. If Verizon Business determines in its reasonable commercial judgment that there is a Circuit Install SLA non-compliance, at Customer's request, Customer's invoice will be credited an amount equal to 50% of Verizon Business's billed install charge, to include any applicable Internet Port/service install charges and Verizon Business-ordered and billed access install charges for the service for which the SLA is not compliant.
Force Majeure: Any delay in or failure of performance by MCI will not be considered a breach of this SLA if and to the extent caused by events beyond its reasonable control, including, but not limited to, acts of God, embargoes, governmental restrictions, strikes, lockouts, work stoppages or other labor difficulties, riots, insurrection, wars, or other military action, acts of terrorism, civil disorders, rebellion, fires, floods, vandalism, or sabotage. MCI's obligations hereunder will be suspended to the extent caused by the force majeure so long as the force majeure continues.