Verizon V064225 Internet Dedicated Services User Guide
General
Claims
In order to make a valid claim the Customer needs to: Report any fault that constitutes a failure to meet the Service Level Agreement (SLA) to Verizon by raising a trouble ticket within 72 hours of the fault; and make a claim in writing within 30 days from the time the trouble ticket is closed.
Maximum Credit
The maximum credit payable in any month in relation to the Service shall be the MRC in respect thereof.
General Exclusions
- CPE associated with the Service,
- Customer-ordered access circuits,
- Customer’s applications, equipment or facilities, acts or omissions of Customer or user of the Internet Dedicated Service authorized by Customer, including any scheduled maintenance on the part of Customer, Customer contractors or Customer vendors,
- scheduled maintenance on the part of Verizon, exercises control.
Availability Service Level Standard
Availability Scope
Verizon’s Availability Service Level Standard provides that the Network (as defined in the applicable Agreement) will be available 100% of the time. For Services ordered with a backup connection, the Service at the Customer Site will be available 100% of the time.
Network Availability.
Network Unavailability will not include any unavailability resulting from causes set out in the General Exclusions section above.
Availability Remedy.
If Verizon fails to meet the Service Availability Service Level Standard during any given calendar month in accordance with the above, for each cumulative hour of Network Unavailability or fraction thereof in any calendar month, Customer shall be entitled to receive a Service Credit equivalent to the pro-rated charges for 1 day of the MRC for the Service with respect to which a Service Availability Service Level Standard was not met and the pro-rated charges for 1 day of the MRC Customer pays for Verizon-provided Access to the Service.
Network Latency Service Level Standard
Network Latency Scope
Verizon’s Network Latency Service Level Standard provides average round-trip
- North America: 45 ms or less between Hub Routers in North America.
- Europe: 30 ms or less between Hub Routers in Europe.
- Transatlantic: 90 ms or less between a Hub Router in the New York metropolitan area and a Hub Router in the London metropolitan area.
Network Packet Delivery Service Level Standard
Network Packet Delivery Scope
- North America: 99.5% between Hub Routers in North America.
- Europe: 99.5% between Hub Routers in Europe.
- Transatlantic: 99.5% between a Hub Router in the New York metropolitan area and a Hub Router in the London metropolitan area.
- Transpacific: 99% between a Hub Router in the Los Angeles metropolitan area and a Hub Router in the Tokyo metropolitan area.
- Europe to Asia Pacific: 99% between a Hub Router in the United Kingdom and in a Hub Router in India.
- Asia Pacific: 99% between Hub Routers in Asia Pacific.
- Latin America: 99% between Hub Routers in Latin America
Installation Service Level Standard
Installation Scope
Verizon’s Installation Service Level Standard is to have installation of a Verizon ordered access circuit and activation of a Verizon port completed by the date to which Verizon commits to deliver the Service (“Customer Due Date”).
Installation Measurement
The Installation Service Level Standard is calculated by computing the period of time beginning on the date Verizon accepts the Customer order and ending on the Service Activation Date.
Installation Remedy
If Verizon fails to meet the Installation Service Level Standard, Customer shall be entitled to receive a Service Credit equivalent to 50% of the first month’s MRC for the applicable service.
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Verizon V064225 Internet Dedicated Services User Guide
