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SDSL
Colocation
Dedicated
SDSL Service
Level Agreement (SLA)
v3.0
ISWest knows you can’t afford to be let down
by your Internet Service Provider. That’s why ISWest makes
commitments to its customers in the form of Service Level Agreements
– SLA – that provide certain rights and remedies regarding
the availability and performance of ISWest's network.
Monthly Service Availability:
ISWest’s target for Monthly Service Availability for each
SDSL End User Circuit is 99.9%. If ISWest does not meet the Monthly
Service Availability Target for an End User Circuit per the above
definition and Customer requests a credit, ISWest will provide Customer
a credit of (1-day) of the monthly recurring charge for that End
User Circuit for each (Eight-hour) or (fraction thereof, round to
the nearest 15 minutes) of Service Outage experienced by the End
User Circuit in excess of the Service Availability Target ("Service
Availability Credit"); provided that in no case the aggregate
of all Service Availability Credits and TTR Credits (defined below)
exceed the total monthly recurring charged billed for such End User
Circuit during such month.
Packet Loss over the Internet:
ISWest guarantees less than 1% average packet loss over the Internet
within the continental United States. Packet Loss is calculated
by averaging measurements between various points on the ISWest network
during a one-month period. If our average packet loss is more than
1% in the US over a month period, all eligible ISWest customers
will receive one day of credit for the affected service on their
next monthly invoice.
Latency over the Internet:
ISWest guarantees that the average monthly latency for round-trip
transmissions will be 140 milliseconds or less within the continental
United States. Latency is calculated by averaging measurements between
various points on the ISWest network over a one-month period. If
the average monthly latency exceeds our guarantee, all eligible
ISWest customers will receive one day of credit for the affected
service on their next monthly invoice.
Time to Restore Service:
ISWest’s target for Time to Restore Service for each time
an SDSL End User Circuit experiences a Service Outage is 48 hours.
If ISWest does not meet the time to Restore Service Target for a
Service Outage on an End User Circuit per the above definition and
Customer requests a credit, ISWest will provide Customer a credit
of 10% of the monthly recurring charge for that End User Circuit
("TTR Credit"), in addition to any other applicable credits
for Service Availability, provided that in no case the aggregate
of all Service Availability Credits and TTR Credits (defined below)
exceed the total monthly recurring charged billed for such End User
Circuit during such month.
Claims and Credit Availability:
In the event Customer experiences a service interruption and is
unable to transmit and receive data, ISWest determines that such
interruption was caused by ISWest's inability to provide said services
for reasons within ISWest's control and not as a result of any actions
or inactions of Customer equipment or any third parties (including
failure of third party equipment), and such inability is not a result
of standard scheduled maintenance of ISWest's equipment or services,
ISWest will, upon Customers request, credit Customer's account.
It is the Customer’s responsibility to identify, request and
document all valid SLA claims and corresponding credits. To be eligible
for service credits, customer must first report service availability,
delay, or delivery events to ISWest through standard trouble reporting/ticket
mechanism, as set forth in ISWest’s Customer Policies. ISWest
will notify Customer of its resolution of the reported event. Customer
must claim any applicable service credits by the 15th day of the
month following the month in which the reported incident was resolved
(in the case of credits for Service Availability and Time to Restore).
Customer must be current in all of its invoices to
be eligible for any credits.
Colocation
Service Level Agreement (SLA)
v3.0
ISWest knows that you can’t afford to be let
down by your Internet Service Provider. That’s why ISWest
makes commitments to its customers in the form of Service Level
Agreements – SLA – that provide certain rights and remedies
regarding the availability and performance of ISWest's network.
Network Availability over the Internet
Network connections from the ISWest data center to the Internet
within the continental United States will be available to customers
free of Network Outages 100% of the time. ISWest will provide Customer
a credit of (1-day) of the monthly recurring charge for every 30
minutes or (fraction thereof, round to the nearest 15 minutes) of
Service Outage experienced by the Server Colocation Customer. Provided
that in no case the aggregate of all Network Availability Credits
exceed the total monthly recurring charged billed for a Server Colocation
Customer during such month.
Packet Loss over the Internet:
ISWest guarantees less than 1% average packet loss over the Internet
within the continental United States. Packet Loss is calculated
by averaging measurements between various points on the ISWest network
during a one-month period. If our average packet loss is more than
1% in the US over a month period all eligible ISWest customers will
receive one day of credit for the affected service on their next
monthly invoice.
Latency over the Internet:
ISWest guarantees that the average monthly latency for round-trip
transmissions will be 85 milliseconds or less within the continental
United States. Latency is calculated by averaging measurements between
various points on the ISWest network over a one-month period. If
the average monthly latency exceeds our guarantee, all eligible
ISWest customers will receive one day of credit for the affected
service on their next monthly invoice.
Claims and Credit Availability:
In the event Customer experiences a service interruption and is
unable to transmit and receive data, ISWest determines that such
interruption was caused by ISWest's inability to provide said services
for reasons within ISWest's control and not as a result of any actions
or inactions of Customer equipment or any third parties (including
failure of third party equipment), and such inability is not a result
of standard scheduled maintenance of ISWest's equipment or services,
ISWest will, upon Customers request, credit Customer's account.
It is the Customer’s responsibility to identify, request and
document all valid SLA claims and corresponding credits. To be eligible
for service credits, customer must first report service availability,
delay, or delivery events to ISWest through standard trouble reporting/ticket
mechanism, as set forth in ISWest’s Customer Policies. ISWest
will notify Customer of its resolution of the reported event. Customer
must claim any applicable service credits by the 15th day of the
month following the month in which the reported incident was resolved
(in the case of credits for Service Availability and Time to Restore).
Customer must be current in all of its invoices to
be eligible for any credits.
Dedicated
Service Level Agreement (SLA)
v3.0
ISWest knows that you can’t afford to be let down by your
Internet Service Provider. That’s why ISWest makes commitments
to its customers in the form of Service Level Agreements –
SLA – that provide certain rights and remedies regarding the
availability and performance of ISWest's network.
Monthly Service Availability:
ISWest’s target for Monthly Service Availability for each
T1, DS3, OC3 and Gigabit End User Circuit is 99.99%. If ISWest does
not meet the Monthly Service Availability Target for an End User
Circuit per the above definition and Customer requests a credit,
ISWest will provide Customer a credit of (1-day) of the monthly
recurring charge for that End User Circuit for each (four-hour)
or (fraction thereof, round to the nearest 15 minutes) of Service
Outage experienced by the End User Circuit in excess of the Service
Availability Target ("Service Availability Credit"); provided
that in no case the aggregate of all Service Availability Credits
and TTR Credits (defined below) exceed the total monthly recurring
charged billed for such End User Circuit during such month.
Packet Loss over the
Internet:
ISWest guarantees less than 1% average packet loss over the Internet
within the continental United States. Packet Loss is calculated
by averaging measurements between various points on the ISWest network
during a one-month period. If our average packet loss is more than
1% in the US over a month period, all eligible ISWest customers
will receive one day of credit for the affected service on their
next monthly invoice.
Latency over the Internet:
ISWest guarantees that the average monthly latency for round-trip
transmissions will be 85 milliseconds or less within the continental
United States. Latency is calculated by averaging measurements between
various points on the ISWest network over a one-month period. If
the average monthly latency exceeds our guarantee, all eligible
ISWest customers will receive one day of credit for the affected
service on their next monthly invoice.
Time to Restore Service:
ISWest’s target for Time to Restore Service for each time
a T1, DS3, OC3 and Gigabit End User Circuit experiences a Service
Outage is 4 hours. If ISWest does not meet the time to Restore Service
Target for a Service Outage on an End User Circuit per the above
definition and Customer requests a credit, ISWest will provide Customer
a credit of 10% of the monthly recurring charge for that End User
Circuit ("TTR Credit"), in addition to any other applicable
credits for Service Availability, provided that in no case the aggregate
of all Service Availability Credits and TTR Credits (defined below)
exceed the total monthly recurring charged billed for such End User
Circuit during such month.
Claims and Credit Availability:
In the event Customer experiences a service interruption and is
unable to transmit and receive data, ISWest determines that such
interruption was caused by ISWest's inability to provide said services
for reasons within ISWest's control and not as a result of any actions
or inactions of Customer equipment or any third parties (including
failure of third party equipment); and such inability is not a result
of standard scheduled maintenance of ISWest's equipment or services,
ISWest will, upon Customers request, credit Customer's account.
It is the Customer’s responsibility to identify, request and
document all valid SLA claims and corresponding credits. To be eligible
for service credits, customer must first report service availability,
delay, or delivery events to ISWest through standard trouble reporting/ticket
mechanism, as set forth in ISWest’s Customer Policies. ISWest
will notify Customer of its resolution of the reported event. Customer
must claim any applicable service credits by the 15th day of the
month following the month in which the reported incident was resolved
(in the case of credits for Service Availability and Time to Restore).
Customer must be current in all of its invoices to
be eligible for any credits.
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