Service Level Agreement

  1. Configuration and Activation SLA

    1. Standard: Verizon Enterpise Solutions will configure and activate Customers DOS Defense within 14 days after Verizon Enterpise Solutions receives from Customer and validates the Customer configuration form.
    2. Remedy: A credit against invoice for the following month equal to 50% of the WAN Defense NRC, net of discounts and taxes, billed to Customer.
    3. Limitations: See also General Terms provisions below.

  2. Reactive Response SLA - DOS Defense Mitigation

    1. Standard: Verizon Enterpise Solutions will begin the mitigation process within 15 minutes of Verizon Enterpise Solutionss SOC receiving notice from Customer (based on the contact information provided by Customer in its configuration form) that it is under a DoS attack.
    2. Remedy: A credit against invoice for the following month equal to one days share of the DOS Defense Mitigation MRC for each instance in which the standard is not met.
    3. Limitations: This Reactive Response SLA is triggered when the SOC receives a reply from Customer that it is under a DoS attack. Such reply must come from an authorized contact as indicated on the Customers configuration form and contain all required information as requested by Verizon Enterpise Solutions in order to verify, among other things, Customers identity. See also the General Terms provisions below.

  3. Reactive Response SLA - DOS Defense Detection

    1. Standard: Customer will be informed of anomaly detection and alerts related to traffic deviation from normal, as defined by Verizon Enterpise Solutions, via the Verizon Enterpise Solutions SOC web portal. For high severity anomaly detection and related alerts, as defined by Verizon Enterpise Solutions, Verizon Enterpise Solutions will inform Customer within 15 minutes of detection. Customer will be notified by Verizon Enterpise Solutions via the Verizon Enterpise Solutions SOC web portal, email, pager and or short message service (SMS) enabled device indicated on the Customers configuration form.
    2. Remedy: A credit against invoice for the following month equal to one days share of the DOS Defense Detection MRC for each instance in which the standard is not met.
    3. Limitations: This Reactive Response SLA is triggered when the SOC receives a reply from the network systems that a Customer is under a DoS attack. See also the General Terms provisions below.

  4. Administrative Change SLA

    1. Standard: After activation and receipt of a Customer request to change the IP addresses or logical design via the Verizon Enterpise Solutions SOC web portal (which such request Verizon Enterpise Solutions agrees is appropriate in its sole discretion), Verizon Enterpise Solutions will complete that change within 24 hours.
    2. Remedy: A credit equal to one days share of the DOS Defense MRC for each instance Verizon Enterpise Solutions fails to meet the 24 hour standard set forth above.
    3. Limitations: This Administrative Change SLA is only triggered when the customer calls the SOC and a ticket is opened by Customer via the phone. The time in which Verizon Enterpise Solutions completes the administrative change will be measured from the time the Customers trouble ticket is properly opened to the time Verizon Enterpise Solutions closes the trouble ticket by confirming its completion of the administrative change. Incomplete or otherwise inadequate requests will not trigger this SLA, and consequently, will not be included in the time measurement. See also the General Terms provisions below.

  5. Service Availability SLA

    1. Standard: Verizon Enterpise Solutions shall ensure that DOS Defense is available to detect or reroute DoS attack traffic 100% of the time.
    2. Remedy: A credit equal to one days share of the DOS Defense MRC for each instance in which the standard is not met.
    3. Limitations: If the bandwidth of a DoS attack exceeds the shared capacity, Verizon Enterpise Solutions may choose to drop that additional traffic. This SLA does not cover the percentage of the shared capacity that is available at any one time. See also the General Terms provisions below.

  6. General Terms

    1. Overview: This service level agreement (SLA) for DOS Defense, which is made a part of the Agreement, is set forth at http://www.verizonbusiness.com/terms/us/products/index.xml and Verizon Enterpise Solutions reserves the right to amend the SLA from time to time effective upon posting of the revised SLA to the URL cited above or other notice to Customer; provided, that in the event of any amendment resulting in a material reduction of the SLAs service levels or credits, Customer may terminate DOS Defense without penalty by providing Verizon Enterpise Solutions written notice of termination during the 90 days following notice of such amendment. The SLA sets forth Customers sole remedies for any claim relating to installation or performance of DOS Defense, including any failure to meet any standard set forth in this SLA. Verizon Enterpise Solutionss records and data shall be the basis for all SLA calculations and determinations.

      Verizon Enterpise Solutions will provide DOS Defense in accordance with the standards and remedies set out in this DOS Defense SLA. Each individual standard and its related remedy is referred to by the activity to which the standard relates (e.g., Configuration and Activation SLA, Reactive Response SLA, Administrative Change SLA or Shared Capacity SLA). Verizon Enterpise Solutions reserves the right to enhance or restrict the DOS Defense Mitigation SLA in whole or in part.
    2. Claims: To receive a remedy under the DOS Defense SLA, Customer must open an SLA Challenge Trouble Ticket with the SOC by calling 1/800-900-0241 on or before the fifth business day immediately following the date on which the failure occurred. The Customer is provided a ticket number for the claim. Verizon Enterpise Solutions will use trouble tickets and other appropriate Verizon Enterpise Solutions records to determine, in its sole judgment, whether it met or failed to meet the applicable SLA. All references in this DOS Defense SLA to hours and days mean business hours and business days, unless explicitly stated otherwise. One days share of the DOS Defense MRC is calculated by dividing the DOS Defense MRC by the number of days in the billing cycle if a failure to meet a DOS Defense SLA occurred. In no event may a Customer receive more than 5 credits per month.
    3. Exclusions: No DOS Defense SLA will apply if all the conditions for Customer to receive the remedy for that SLA have not been met (including both general limitations and the limitations applicable to that particular SLA). The remedies specified in this DOS Defense SLA are not available for any failure to meet a SLA resulting from any of the following: (1) a Non-Verizon Enterpise Solutions cause (as provided further below); (2) scheduled maintenance; (3) force majeure events, including but not limited to Acts of God, government regulation, labor strikes, natural disaster, and national emergency; (4) any act or omission on the part of any third party other than the LEC/PTT, as applicable; (5) interruptions not reported by Customer, or for which no trouble ticket was opened; (6) a circuit outage (except with respect to the Service Availability SLA).

      A Non-Verizon Enterpise Solutions Cause includes, without limitation, any of the following (as identified on a trouble ticket or otherwise): (a) an incomplete or inaccurate order; (b) a customer-approved change in service configuration; (c) incorrect or incomplete callout information provided by Customer which prevents Verizon Enterpise Solutions from completing the trouble diagnosis and service restoration; (d) Customers failure or refusal to release the circuit for testing; (e) Verizon Enterpise Solutions calling Customer to close a trouble ticket, but Customer being unavailable, or Verizon Enterpise Solutions being unable to verify service restoration with a Customer, (f) any other act or omission on the part of Customer, or (g) down time caused by the LEC/PTT local loop for periods where the LEC/PTT's maintenance support is not available, or (h) any other event beyond the reasonable control of Verizon Enterpise Solutions (Non-Verizon Enterpise Solutions Cause).