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SERVICE LEVEL AGREEMENTS (“SLA”). This sets forth the SLAs applicable to the Service and the service credits available to Customer (“Service Credit”). The monthly measured SLA attributes are effective as of the first day of the second month after initial installation of a Service.
All relevant components of the MASSIVE NETWORKS / Underlying Carrier IP Network (e.g., POPs, routers and circuits) are subject to this SLA, and components of other Internet backbone providers (“Off Net”) are subject only to the Latency SLA as described herein. Local access/connection facilities (i.e., the local loop or tail circuits) (“Local Access”) used to access the MASSIVE NETWORKS / Underlying Carrier IP Network or partner networks and any Customer equipment are not included as components of the MASSIVE NETWORKS / Underlying Carrier IP Network for purposes of this SLA; provided, however, solely for purposes of the “Network Availability SLA,” the components of the MASSIVE NETWORKS / Underlying Carrier IP Network shall include any Local Access provided by MASSIVE NETWORKS / Underlying Carrier, but shall specifically exclude any Local Access furnished or ordered directly by Customer from a third party.
“Intra U.S.” refers to the MASSIVE NETWORKS / Underlying Carrier’s IP Network. The “Intra U.S. – Off Net” Latency SLA refers to the latency between the MASSIVE NETWORKS / Underlying Carrier IP Network and Off Net providers.
Network Port Availability measures “Network Downtime” versus “Network Uptime.” Network Downtime is based on periods when a particular Intra U.S. DIA port of Customer is unable to transmit and receive data, and Network Uptime includes all other periods.
Network Downtime is recorded in the MASSIVE NETWORKS / Underlying Carrier’s IP Network trouble ticket system, and is measured from the time Customer opens a trouble ticket in the MASSIVE NETWORKS / Underlying Carrier’s trouble management system to the time the Intra U.S. Affected Service is again able to transmit and receive data according to MASSIVE NETWORKS /
Underlying Carrier’s records. “Affected Service” refers to the DIA port that fails to meet the relevant SLA.
The average network delay (“Latency”) will be measured via roundtrip pings on an ongoing basis every five minutes to determine an average monthly performance level for Latency at the relevant POPs.
Latency = Σ (Roundtrip Delay for relevant POP-POP trunks)/(Total Number of relevant POP-POP trunks)
Applicable Components | GOAL | LATENCY / REMEDY1, 2 | LATENCY / REMEDY | LATENCY / REMEDY |
---|---|---|---|---|
Intra U.S. | 50 ms | 51 – 60 ms = 10% of MRC | 61 – 80 ms = 25% of MRC | Greater than 80 ms = 50% of MRC |
Intra U.S. – Off Net | 95 ms | 96 – 105 ms = 10% of MRC | 106 – 115 ms = 25% of MRC | Greater than 115 ms = 50% of MRC |
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Packet Delivery will be measured on an ongoing basis every five minutes to determine an average monthly performance level for packets delivered between the relevant Intra U.S. POPs
Applicable Components | GOAL | PACKET DELIVERY / REMEDY | PACKET DELIVERY / REMEDY | PACKET DELIVERY / REMEDY |
---|---|---|---|---|
Intra U.S. | 99.5% | 99.01% – 99.49% = 10% of MRC | 90.00% – 99.00% = 25% of MRC | less than 90.00% = 50% of MRC |
Jitter measures the Intra U.S. interpacket delay variance and packet loss in the MASSIVE NETWORKS / Underlying Carrier IP Network, and is measured on an ongoing basis every five minutes by generating synthetic user datagram protocol (UDP) traffic.
Applicable Components | GOAL | PACKET DELIVERY/ REMEDY | PACKET DELIVERY / REMEDY | LATENCY / REMEDY |
---|---|---|---|---|
Intra U.S. | 99.5% | 99.01% – 99.49% = 10% of MRC | 90.00% – 99.00% = 25% of MRC | less than 90.00% = 50% of MRC |