Verizon Ethernet Switched E-Line User Manual
Service Level Agreement Summary.
- The E-Line EVC Service Level Agreement (“E-Line EVC SLA”) is available to Customers with a minimum of a one (1) year commitment for each E-Line EVC. Verizon reserves the right to amend the E-Line EVC SLA from time to time effective upon written communication that may be delivered in the invoice or by other reasonable means. The E-Line EVC SLA sets forth the Customer’s sole and exclusive remedy for any claim relating to E-Line EVC.
- This E-Line EVC SLA consists of five service level standards and associated metrics pertaining to the performance of E-Line EVC (“Service Level Standards”). Customers may qualify for credits when the Service Level Standards are not met.
Available Service Level Standards.
The types of Service Level Standards offered are as follows:
- Availability
- Mean Time to Repair (“MTTR”)
- Round Trip Delay (“RTD”)
- Data Delivery Ratio (“DDR”)
- Frame Jitter (“FJ”)
Coverage Categories.
The Service Level Standards vary by Local Access operational levels and performance levels of Platinum, Gold, Silver, Bronze, and Software Defined Interconnect and are applicable to the specific E-Line EVC(s) from the Geographic Region or Global Tier A Countries or Global Tier B Countries where Customer has a site sending traffic to the Geographic Region or country where Customer has a site receiving traffic based on the following variables:
Local Access Types. E-Line EVC SLA covers On-Net (Platinum or Software Defined Interconnect) access and Off-Net access but does not apply to any Customer-provided Local Access portion of OffNet access. Service Levels for Off-Net access are offered in three levels of performance classifications:
- Gold (Types 2 *, 3, 4, and 5 network configurations)
- Silver (Standard network configuration, DSL Services)
- Bronze (DSL Services)
* Type 2 network configuration is not available for EMEA/APAC-sold Customers.
Outage Types.
The E-Line EVC SLA defines service disruptions as either a Hard Outage or a Service Issue. The service restoration priority determines the ranking of the repair actions against other service-related events. A Hard Outage has service restoration priority with the exception of Hard Outages for Off-Net Silver which has Priority 2 Service restoration priority. A Service Issue has Priority 2 Service restoration priority.
The E-Line EVC Availability and MTTR Service Level Standards apply only to Hard Outages. RTD, DDR, and Frame Jitter apply to Service Issues.
| Priority Criteria | |
| Priority 1 | Total loss of Service or degraded Service to the extent that it is unusable by Customer and Customer is prepared to release its Service for immediate testing |
| Priority 2 | Degraded Service, however Customer is able to use the Service and is not prepared to release its Service for immediate testing |
| Priority 3 | A problem with the Service that does not impact the functionality of the Service; including a single non-circuit specific quality of Service inquiry |
| Priority 4 | Non-Service affecting requests (e.g. a Customer request for an incident report) and all other queries not covered by Priority Faults 1 – 3 above. Scheduled maintenance |
Class of Service.
The E-Line EVC class of service (“CoS”) delivery methodology is based on 802.1q IEEE standards and follows the Internet Engineering Task Force (“IETF”) Differentiated Services (“DiffServ”) model (i.e. IETF RFC 2474). The Verizon traffic priority classes are identified as:
| Diff-Serv Queue | E-Line EVC Class of Service Naming | 802.1q P-bits |
| EF | Real-Time Data (RT) | 5 and 6 |
| AF4, AF41, AF42/43, AF3, AF31, AF32/33 | Priority Data (PD) | 4 |
| AF2AF21, AF 22/23 | Business Data (BD) | 2 and 3 |
| BE | Basic Data (B) | 0,1, and 7 |
Geographical Location.
The countries covered under this SLA are divided into the following categories:
- U.S. Region: Contiguous 48 United States, Hawaii, and Alaska
- Global Tier A: Austria, Belgium, Canada, Denmark, Finland France, Germany, Hong Kong, Ireland, Italy, Japan, Luxembourg, Netherlands, Norway, Singapore, South Korea, Spain, Sweden, Switzerland, United Kingdom
- Global Tier B: Argentina, Australia, Brazil, Bulgaria, Chile, China, Columbia, Costa Rica, Czech Republic, Greece, Guam, Hungary, India, Indonesia, Malaysia, Mexico, New Zealand, Panama, Philippines, Poland, Portugal, Puerto Rico, Romania, Russia, Taiwan, Thailand
- Global Tier C: Estonia, Iceland, Latvia, Lithuania, Monaco, Slovenia, South Africa, Vietnam
Service Level Standards
| Parameter | Local Access Level | Scope | The U.S. | Global Tier A | Global Tier B |
|
Availability | Wireline/Wireline Dual Connection * Platinum/Gold/ Silver/Bronze | End-to-End | 100% |
|
|
| Platinum | End-to-End | 100% | % | ||
| Gold | End-to-End | 99.9% | 99.9% | 99.9% | |
| Silver | End-to-End | 99.5% | 99.5% | 99.5% | |
| Bronze | End-to-End | 97.0% | 97.0% | 97.0% | |
| Software Defined Interconnect | End-to-End | 99.9% | 99.9% | 99.9% | |
| Mean Time To Repair (MTTR) | Platinum | End-to-End | 2 Hours | 4 Hours | 4 Hours |
| Gold | End-to-End | 4 Hours | 5 Hours | 8 Hours | |
| Silver | End-to-End | 4 Hours | 8 Hours | 8 Hours | |
| Bronze | End-to-End | 24 Hours | 24 Hours | 24 Hours | |
| Software Defined Interconnect | End-to-End | 4 hours | 4 Hours | 4 Hours |
Wireline/Wireline Dual Connection: Verizon provides a second equivalent circuit for the same Customer Site that may be configured as either active or passive, and as providing either Layer 2 Switch Geographic
Data Delivery Ratio (“DDR”).
Definition.
The DDR Service Level Standard represents the E-Line EVC’s effectiveness in transporting Customer frames across its Core Network. DDR is the average ratio of Ethernet frames within a specified traffic priority class that is successfully delivered from PE to PE between Provider Edge devices within the Verizon Core Network to total Ethernet frames within the specified traffic priority class that are sent over Verizon’s Core Network in a calendar month,
Excluding frames that are not delivered due in whole or in part to factors unrelated to Verizon’s Core Network. The DDR Service Level Standard for E-Line EVC Real Time Data applies only to traffic that complies with the applicable limitations of the Customer’s subscribed E-Line EVC Class of Service. The DDR Service Level Standard does not include frames that are dropped due to congestion at the Customer ingress or egress port.
Standard.
See Service Level Standard tables above. If the Ethernet Switched E-Line service does not meet the DDR Service Level Standard, the matter is considered a Service Issue and accorded a Service Restoration Priority 2.
Calculation
DDR is calculated as the number of E-Line EVC test frames, EVC test frames within the specified traffic priority class that are successfully delivered from PE to PE within the Core Network divided by the total number of E-Line EVC test frames, test frames within the specified traffic priority class, sent per calendar month is:
- DDR (DDR for load consisting of frames) = frames Delivered/frames Offered *100
Credit Structure.
If the RTD Service Level Standard is not met, it is a Service Issue. If the RTD metric for a pair of Customer Sites is not being met, the Customer may be eligible for an SLA credit. To obtain a credit, a Trouble Ticket must be opened with Verizon in accordance with the “Process for Customer to Apply for SLA Credits” section below. Verizon will work with the Customer to confirm that an RTD issue exists and repair the problem(s), as applicable.
Once Verizon confirms that the RTD Service Level Standard is not being met, Verizon will have thirty (30) calendar days from the opening of the Trouble Ticket to repair the Service to meet the RTD Service Level Standard and close the applicable Trouble Ticket, and in such an event, Customer will not be eligible for a credit. If, after thirty (30) calendar days of opening the trouble ticket, the RTD Service Level Standard continues to not be met, the Customer may qualify for a credit. The customer’s measurement of RTD prior to opening a Trouble Ticket may be considered by Verizon in determining the need to repair the Service.
RTD Credit Table:
| For Service Level Standard not met | Credit as % of MRC per E-Line EVC |
| Round Trip Delay (RTD) | 20% |
Credit Amounts and Application Process
Credit Tables by Outage Type.
- The credits vary by Service Level Standard, location, access type, and length of Hard Outage.
- Credit is based on the MRC for each connection of the E-Line EVC.
Hard Outage Credit Schedules.
| Availability | Credits as a percent of MRC | |||
| E-Line EVC Availability | Global Tiers A, B and US | U.S. and Global Tier A | Global Tier B | |
| From (Mins) | To (Mins) | Platinum | Gold, Silver or Bronze | Gold, Silver or Bronze |
| 1 | 43 | 5% | NA | NA |
| 44 | 120 | 10% | 10% | 5% |
| 121 | 240 | 15% | 10% | 5% |
| 241 | 360 | 25% | 15% | 10% |
| MTTR | Credit as a Percent of MRC | |||||
| Global Switched E-Line Ethernet Core Network Outage Time | U.S. | Global Tiers A & B | U.S. | Global Tier A | Global Tier B | |
| From Hr:Min:Sec | To Hr:Min:Sec | Platinum) | Platinum) | Gold, Silver or Bronze | Gold, Silver or Bronze | Gold, Silver or Bronze) |
| 2:00:00 | 3:59:59 | 4% | NA | NA | NA | NA |
| 4:00:00 | 4:59:59 | 4% | 4% | 2% | NA | NA |
| 5:00:00 | 7:59:59 | 10% | 10% | 4% | 4% | NA |
| 8:00:00 | 11:59:59 | 10% | 10% | 4% | 4% | 4% |
| ≥ 12:00:00 | 10% | 10% | 4% | 4% | 4% | |
RTD, Frame Jitter, and DDR Credit Schedule.
| Service Issue Credit Schedule | |
| Service Level Standard | Credit as % of MRC per connection of E-Line EVC * |
| RTD | 20% |
| Frame Jitter | 20% |
| DDR | 20% |
* Service Issues occur between the PE Ports of the E-Line EVC Core Network. Consequently, two (2) Customer connections for E-Line EVC will be affected by each Service Issue. For Service Issue credit purposes, the MRC will be defined as the average of the MRCs for each of the two impacted Customer connections for E-Line EVC.
Credit Application Structure.
For any calendar month in which Verizon fails to meet any one of the Service Level Standards stated in this document, the credit structure listed above will be applied to the corresponding net billing MRC for the specific connection(s) for E-Line EVC) affected by the Hard Outage(s) or Service Issue(s). The total of all credits within any one month is limited to a maximum of one hundred percent of the MRC for the specific connection of E-Line EVC affected. Credits for Hard Outages are determined based on Eligible Hard Outage Minutes. Customer may claim the MTTR Service Level Standard credit in addition to the E-Line EVC Availability Service Level Standard credit in a given calendar month.
Customers can request Verizon to check all of the standard Service Level Standard commitments when requesting credits in any given month. All credits will be provided at the billing account number level in one lump sum, as opposed to each individual E-Line EVC connection under multiple BANs. Credits do not apply to Local Access or backhaul charges.
Exclusions
General Exclusions. The following exclusions apply to all Service Level Standards contained in this document.
- Hard Outage minutes associated with failure of CPE not provided as part of the E-Line EVC service;
- CPE associated with Local Access for E-Line EVC;
- Scheduled maintenance on the part of Customers, Customer contractors, or Customer vendors;
- Scheduled maintenance on the part of Verizon which is within Verizon’s maintenance windows;
- Emergency maintenance;
- Lapses of E-Line EVC service associated with new installations (i.e. before new service acceptances by Customer);
- Force Majeure Events as defined in the Customer’s Contract or on the Guide.
REFERENCE LINK
https://www.verizon.com/business/verizonpartnersolutions/products/ethernet/switched-eline/
