What does a network availability SLA look like?
We have a target of 99.99% availability for the Network, measured using the aggregate POP network availability. Performance is measured as a monthly average.
The Customer shall be entitled to a credit for an Outage. An Outage means a failure associated with the Network only that renders the Service unavailable (i.e., a particular Customer circuit is unable to transmit data). An Outage period begins upon the earlier of:
- the Customer reporting a malfunction in Service that is confirmed; or
- us detecting a malfunction, where, in either case, the malfunction is solely due to a failure on the Network.
An Outage period ends when the Service is fully operational (i.e., the particular Customer circuit is able to transmit and receive data).