Google+ Dedicated Internet Access (T1) - Telco Experts Telco Experts

SERVICE LEVEL AGREEMENT

DATA SERVICES PARAMETERS

  1. Scope.  This schedule to the Service Level Agreement (SLA) between Customer and Telco Experts provides Customers subscribing to the Telco Experts Data Service(s) with certain rights and remedies regarding the performance of the Telco Experts Data Network and underlying Carrier networks.  The “Telco Experts Data Network” is defined as the Telco Experts owned and operated Data Protocol (IP) routing infrastructure consisting of Network to Network interfaces and selected Telco Experts points of presence (POPS) as well as the connections utilized between them in the United States.  The Telco Experts Network does not include (i) Customer premise equipment; (ii) any local loop or access facilities connecting Customer’s premises to the Telco Experts POP; (iii) connections between Telco Experts’ network and other Data Service Providers, or (iv) other Data service provider networks.  The terms of this schedule to the SLA will take effect the first full calendar month after Customer’s first use of the Telco Experts Data Services.

 

  1. 2.       SLA Parameters
    1. Network Availability Guarantee and Remedy

i.      The Telco Experts Data Network shall be available to Customer free of Network outages for 100% of the time.  A “Network Outage” is an instance in which Customer is unable to transmit and receive IP packets due to a Telco Experts Network outage for more than thirty (30) consecutive minutes.

ii.      Customer shall be eligible for a credit for Network Outages occurring during any calendar month that are reported by Customer to Telco Experts (per the procedures set forth in the SLA) and confirmed by Telco Experts measurements of the Telco Experts Network.  For calculating credit allowances, every month is considered to have 30 days.  A credit allowance is applied on a pro rata basis against the base IP monthly recurring charges (MRCs” for the affected service and is dependent upon the length of the Network Outage measured from the time that Telco Experts receives notice from Customer of actual circuit unavailability (established by a Trouble Ticket) until restoration of the affected circuit(s) by Telco Experts.  Only those facilities on the interrupted portion of the circuit will receive a credit.

 

 

  1. Latency Guarantee and Remedy

i.      The Telco Experts Data Network Average Round-Trip Latency (ARTL) shall be fifty (50) milliseconds or less.  “Average Round-Trip Latency” with respect to a given month, means the average time required for round-trip packet transfers between POPs on the Telco Experts Network during such month, as measured by Telco Experts.

ii.      If ARTL on the Telco Experts Data Network for a calendar month exceeds 50 milliseconds, then upon Customer’s request (and in accordance with the procedure and processes set forth in the SLA), Telco Experts will issue a credit to the Customer equal to one day’s worth of the base IP MRC paid by Customer for said month.  In order to qualify for the credit, Customer is responsible for reporting any suspected latency problems to Telco Experts within twenty-four (24) hours from the time Customer became aware of the problem through the opening of a Trouble Ticket with Telco Experts.

c.        Packet Delivery Guarantee and Remedy

i. The Telco Experts Data Network Average Packet Delivery shall be 99.9% or     greater.  “Average Packet Delivery” (APD) with respect to a given month, means the average percentage of IP packets transmitted on the Telco Experts Network during such month that are successfully delivered, as measured by Telco Experts.

ii.  If APD falls below 99.9% during a calendar month, then upon Customer’s request (in accordance with the procedure and processes set forth in the SLA), Telco Experts will issue a credit to the Customer equal to one day’s worth of the base IP access fee paid by Customer for said month.  In order to qualify for the credit, Customer is responsible for reporting any suspected packet delivery problems to Telco Experts within twenty-four (24) hours from the time Customer became aware of the problem through the opening of a Trouble Ticket with Telco Experts.

d.            Jitter Guarantee and Remedy – not applicable if transmitting internationally

i. The Telco Experts Data Network Average Jitter Performance (AJP) measurement shall be one (1) millisecond or less.  “Jitter Performance with respect to a given month, is the average delay variation in the point to point delay between received packets of an IP or packet stream on the Telco Experts Network during such month, as measured by Telco Experts.

ii.  If AJP on the Telco Experts Data Network for a calendar month exceeds one (1) millisecond, then upon Customer’s request (in accordance with the procedure and processes set forth in the SLA), Telco Experts will issue a credit to the Customer equal to one day’s worth of the base IP MRC paid by Customer for such month.  In order to qualify for the credit, Customer is responsible for reporting any suspected jitter problems to Telco Experts within twenty-four (24) hours from the time Customer became aware of the problem through the opening of a Trouble Ticket with Telco Experts..