Project Description

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Leased Line Service Level Agreements

What is a leased line service level agreement or SLA?

A leased line service level agreement is a contractual agreement between you and your service provider. The SLA is used to define the acceptable working parameters for uptime, packet loss, jitter, latency and other parameters.

It will also include a methodology for calculating the credits due, if the terms of the SLA are not met.

service level agreement

What does a network availability SLA look like?

Network Availability

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:

  1. the Customer reporting a malfunction in Service that is confirmed; or
  2. 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).

What does a credit structure look like for an SLA?

Credits

Credits for Outages will be calculated monthly based on the availability of the Network and the monthly recurring Charge for the Service as follows:

Average Monthly Network Availability Credit (percentage of monthly recurring Charge for the Service)

Average Monthly Network AvailabilityCredit (%age of monthly recurring service charge)
99.99% or greater0%
<99.99% to 99.5%5%
<99.5% to 99.0%10%
<99.0%20%
leased line SLA

What does a packet level service guarantee look like?

Round Trip Delay

We have a round trip delay target of 50ms or better. Performance is measured as a monthly average.

Average Monthly Round Trip DelayCredit (%age of monthly recurring service charge)
>50ms5%

Network Delay is measured as the aggregate average monthly round trip delay between Points of Presence over the Network.  The measurement of Network Delay excludes any delay caused by:

  1. the Customer or any third party;
  2. maintenance;
  3. failure of power or equipment provided by the Customer or others;
  4. events during any period in which we are not given access to the affected Customer Sites; or
  5. the performance of internet networks and traffic exchange points controlled by other parties.

Find out more about leased line pricing and service options on this specialist page.

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