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
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 Enterpise Solutions 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 Enterpise Solutions network. Refer to the diagram below.
- Scope: The Network Availability SLA is 99.9%.
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.
- Monthly Volume Threshold
- 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.
- Outages: Outages related to In-Profile Traffic packet loss must be reported to Verizon Enterpise Solutions at 800-900-0241 option 3, option 2 within 24 hours of the packet loss event and confirmed by Verizon Enterpise Solutions Customer Support.
Service Level Agreement Remedy
Verizon Enterpise Solutionss performance with respect to each SLA shall be determined on the basis of data collected by Verizon Enterpise Solutions and reported by Verizon Enterpise Solutions on the Information One Website. In addition to exclusions described herein, in calculating SLA compliance, Verizon Enterpise Solutions 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 Customers 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 Enterpise Solutions and set forth in guidelines that Verizon Enterpise Solutions 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 Enterpise Solutions or Verizon Enterpise Solutionss authorized subcontractors or affiliates, without Verizon Enterpise Solutionss express and prior written approval; or (c) is used in violation of applicable law or in violation of instructions furnished by Verizon Enterpise Solutions.
To claim a credit, Customer must submit a complete Company claim on the Verizon Enterpise Solutions Information One Website within 24 hours of the end of each month where an SLA was not met. Customers sole remedy for Verizon Enterpise Solutionss 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 Enterpise Solutions 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.
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%
Target 7% Credit Packet Loss <=1.0% >1.01%