Managed WAN SLA. Contents

Transcription

1 Managed WAN SLA Contents Terminology... 2 Service Description... 2 Service Offerings... 2 Private Network Services... 2 Ethernet Connectivity... 2 T-1 Connectivity... 3 Other Connectivity... 3 Internet Access... 3 Service Level Metrics... 3 Latency... 4 Packet Delivery... 4 Jitter... 5 Availability Dependencies... 6 Limitations... 7 Add-On Options... 7 DNS... 7 Router Management... 7 Wireless Backup... 8 Options... 8 Wireless Backup... 8 Wireless Backup Plus... 8 Wireless Backup Features... 8 Automated Failover... 8 Routine Service Validation... 8 Limitations of Wireless Backup... 8 Service Delivery... 9 Disconnect Policy... 9

2 This Managed WAN Service Level Agreement ( SLA ) is incorporated into the Quote executed by TekLinks and Customer for Managed WAN Services and sets forth the specific terms and conditions under which TekLinks shall supply the Managed WAN Services described herein to Customer. The general terms applicable to such Services are contained in the Master Terms and Conditions ( MTC ) and the Master Service Level Agreement ( MSLA ) incorporated into the Quote by reference. Capitalized terms used but not defined herein shall have the meanings set forth in the MTC and MSLA. Terminology These are service specific definitions. Common definitions are already defined in our Master Service Level Agreement and Master Terms and Conditions. Core Network Service (CNS) is defined as the switching and routing infrastructure that provides key transport for the IP/MPLS backbone between data centers and to our third-party access providers, which are of a high-availability design. CNS is not, for the purposes of this document, a point of our network where a customer is attached via transport to a single piece of equipment or line card. Customer Network refers to Customer-owned network components. Customer Premise refers to the physical address (as stated in the Quote) where TekLinks Service is requested. Customer Premise Equipment refers to Equipment that TekLinks has deployed at Customer Premise to enable a service. Router refers to the Customer router receiving Service. Switch refers to the Customer switch receiving Service. Service Description Managed WAN provides private network services and delivery of reliable high-bandwidth internet access. TekLinks will provide a web-based portal that provides visibility of up/down status at a minimum. Service Offerings Private Network Services Managed WAN provides one or more private data connections for access to multiple TekLinks Data Centers, Wide Area Network (WAN) connectivity, and reliable high-bandwidth internet access. Ethernet Connectivity Managed WAN can be delivered in the form of a dedicated Ethernet circuit engineered by TekLinks that may be transported via an Optical or Electrical interface that will be dependent upon location, bandwidth and/or Services requested. Ethernet Connectivity is available at speeds starting at 10MB up to 10GB and has the following features and benefits: Provides high-bandwidth connectivity for Data Center access or as a vehicle to deliver internet and WAN access. Private data connectivity with quality of service (QOS), if required. Page 2 of 10

3 Variable bandwidth options. Provides high-bandwidth connectivity for TekLinks Hosted Voice and SIP Services. T-1 Connectivity T-1 is a symmetric data Service to the Customer premise. T-1 Connectivity has the following features and benefits: Provides 1.5M bandwidth connectivity for Data Center access, as a vehicle to deliver internet and/or WAN access. Private data connectivity with quality of service (QOS), if required. Able to provide bonded T-1 solutions based on customer needs up to 9M. Managed WAN offered throughout domestic US footprint. Other Connectivity TekLinks may offer other custom connectivity options such as SONET, dark fiber, or other connectivity solutions depending on geographic location and availability. Bandwidth options vary by solution. Custom connectivity may fall outside the scope of this Service Level Agreement. Internet Access TekLinks will provide Customer with internet connectivity between the Customer Premise and the TekLinks Internet Protocol (IP) network. Service shall be delivered in the form of a dedicated circuit engineered by TekLinks, which will be dependent upon location, bandwidth and/or Services requested. TekLinks offers access to the public internet from its CNS. Internet access includes the following features, subject to availability: Available via Ethernet or T-1 transport Static IP Addresses are provided based on customer needs; additional charges may apply Hosting Services for domain names; additional charges may apply. In the event of Internet access Service Outages, TekLinks will provide status updates to Customer. To ensure internet access service availability, TekLinks monitors various critical points within our CNS or IPN. Customer shall not have administrative access to TekLinks-Managed Devices. TekLinks will maintain the configuration and perform any configuration changes deemed necessary by TekLinks. Service Level Metrics TekLinks will be the sole party to determine whether TekLinks has not met any of the Service Level Agreements specified herein. TekLinks reserves the right to change or discontinue any or all of the Service Level Agreements detailed below at any time without notice to the Customer. Customer must at all times cooperate with TekLinks in testing, determining, and verifying that a qualifying Service outage has occurred. Managed WAN Service availability and Service performance goals as defined in the TekLinks Master Service Level Agreement are applicable unless circuit downtime is attributed to the third-party carrier, in which case, the service availability of that carrier applies. After Hours support will only be engaged when a customer contacts TekLinks directly regarding an outage during non-standard support hours. TekLinks will engage the third-party carrier to resolve carrier-related issues. Page 3 of 10

4 Latency The Latency SLA is based on the speed at which packets are able to traverse the Service. If packets are completely unable to traverse Service (packet delivery is 0%) Availability SLA shall take precedence over Latency SLA. Credits from missing both SLA goals during the same outage event will not be issued. Latency SLA does not apply if Service is degraded due to Customer activity. Measurement of packet delivery shall be taken based on circuit with no other data being passed on circuit. Latency must be verified by TekLinks at time of event to qualify Latency SLA credit. Latency values are measured only from Customer Network to nearest TekLinks network point. Latency values in excess of the SLA goal past the termination point of the circuit will not count towards latency measurements. Sporadic occurrences of the issue due to the same root cause shall not be considered separate events when attempting to qualify for SLA credit. Ethernet: <50msecs Goal T-1 On-Net circuit: < 55msecs T-1 Off-Net circuit: < 100msecs Internet Access: N/A Remedy 51msecs 100msecs for latency qualifies Customer for a credit of 3% of MRC per event > 101msecs for latency qualifies Customer for a credit of 5% of MRC per event On-Net continental US circuit: 56msecs 100msecs for latency qualifies Customer for a credit of 1% of MRC per event > 101msecs for latency qualifies Customer for a credit of 3% of MRC per event Off-Net continental US circuit: 101msecs 200msecs for latency qualifies Customer for a credit of 1% of MRC per event > 201msecs for latency qualifies Customer for a credit of 3% of MRC per event There is no Latency SLA with Internet Access Service Packet Delivery The Packet Delivery SLA is based on the percentage of packets that are able to traverse the Service. If packets are completely unable to traverse Service (packet delivery is 0%) Service Availability SLA shall take precedence over Service Packet Delivery SLA. Credits from missing both SLA goals during the same outage event will not be issued. Packet Delivery SLA does not apply if Service is degraded due to Customer activity. Measurement of packet delivery shall be taken based on circuit with no other data being passed on circuit. Packet delivery must be verified by TekLinks at time of event to qualify for Service Packet Delivery SLA credit. Event shall be considered to begin when Customer contacts TekLinks Technical Support and Service issue is verified by TekLinks Technical Support. Event shall be considered to end when TekLinks Technical Support deems the root cause of the issue to be remedied ends or when TekLinks deems repair to be necessary. If TekLinks deems repair to be necessary to resolve Service Outage then Service Packet Delivery SLA shall cease to apply for duration of Service Outage. Page 4 of 10

5 Sporadic occurrences of the issue due to the same root cause shall not be considered separate events when attempting to qualify for SLA credit. Goal Remedy 100% 90-99% packet delivery qualifies Customer for a credit of 1% of MRC per event 50-89% packet delivery qualifies Customer for a credit of 3% of MRC per event Jitter 1-49% packet delivery qualifies Customer for a credit of 5% of MRC per event The Jitter SLA is based on the variance of delay of packets traversing the Service. If packets are completely unable to traverse Service (packet delivery is 0%) Availability SLA shall take precedence over Jitter SLA. Credits from missing both SLA goals during the same outage event will not be issued. Jitter SLA does not apply if Service is degraded due to Customer activity. Measurement of packet delivery shall be taken based on circuit with no other data being passed on circuit. Jitter must be verified by TekLinks at time of event to qualify Jitter SLA credit. Jitter values are measured only from Customer Network to nearest TekLinks network point. Jitter values in excess of the SLA goal past the termination point of the circuit will not count towards jitter measurements. Sporadic occurrences of the issue due to the same root cause shall not be considered separate events when attempting to qualify for SLA credit. Goal On-Net circuit: 2msecs Off-Net circuit: 5msecs On-Net continental US circuit: Remedy 2msecs 5msec for jitter qualifies Customer for a credit of 1% of MRC per event > 5msecs for jitter qualifies Customer for a credit of 3% of MRC per event Off-Net continental US circuit: 5msecs 10msecs for jitter qualifies Customer for a credit of 1% of MRC per event > 10msecs for jitter qualifies Customer for a credit of 3% of MRC per event Page 5 of 10

6 Availability Dependencies The availability of Service is dependent on the following: It is Customer s responsibility to ensure that all Users are able to connect to the Service and are configured properly. This includes, but is not limited to, Ethernet switches, Ethernet cabling, workstations, servers, operating systems, and software. Existence of a suitable network transport from TekLinks to User(s). TekLinks reserves the right to limit Service availability in the event that necessary Service Components are either unavailable or unattainable. The availability of Ethernet or T-1 services may be dependent on distance from the nearest local Exchange center central office or from nearest TekLinks facility. TekLinks reserves the right to limit availability of Service even if pre-qualification cycle determines Customer Premise to be serviceable by Ethernet or T-1 as applicable. If Ethernet services are ordered and require fiber-optic cabling, the carrier may require access to install fiber at the Customer premise. Most providers of fiber require access from the closest right of way point (determined by the local provider) to the demarcation point in the building. If no existing access is available, Customer may be required to provide access at their own expense. Customer is responsible for UPS power and cabling, proper grounding and adequate space to install TekLinks-managed and local access provider equipment. The availability of Wireless Backup services may be dependent on distance from the nearest 4G-LTE (or later generations) network. The availability of Wireless Backup services is also dependent on an active Managed Router. TekLinks reserves the right to limit availability of Service even if pre-qualification cycle determines Customer Premise to be Serviceable by 4G-LTE (or later generation networks) as applicable. TekLinks also reserves the right to limit service availability in the event that necessary service components including, but not limited to, electrical power, cooling capacity, cabling, rack space, switching/routing/network infrastructure, application software, etc. are either unavailable or unattainable. Dynamic Routing TekLinks will design a network topology based on a dynamic routing protocol. Customer will be responsible for the support or design of any portion of network not running a dynamic protocol. If Customer requests custom network designs, then Customer will be responsible for the cost of any engineering time required by TekLinks to design, implement or support. Customer will be billed at standard TekLinks hourly rates for such time. TekLinks shall be the sole party responsible for determining that the Customer network does not fit into a pre-defined TekLinks template. Customer will be responsible for providing network gear recommended by TekLinks. This network gear may include but is not limited to routers, memory, flash memory, software code, switches and router modules. TekLinks shall be responsible for configuring TekLinks-managed equipment to support dynamic routing. If TekLinks Managed and Cloud Services does not provide TekLinks-managed equipment, then Customer will be responsible for configuring customer equipment to support dynamic routing within the guidelines recommended by TekLinks. Customer acknowledges that a network based on a dynamic routing protocol may place certain constraints on the troubleshooting and support of the network. If Customer experiences issues with a network based on a dynamic routing protocol that are deemed to originate outside of TekLinks control, then Customer may be held responsible for troubleshooting activities relating to issues. TekLinks responsibility is limited to the routing between TekLinks IP Network and Customer Equipment directly attached to TekLinks IP Network. Customer is responsible for any equipment directly attached to the TekLinks network not provided by TekLinks. Page 6 of 10

7 Limitations Customer agrees that TekLinks is not responsible for any unauthorized access or modification of Customer's data while in electronic transmission to or from the TekLinks Data Centers. Customer also agrees that TekLinks is not responsible or liable for any content sent using, or received from, the Managed WAN Service including that which may be illegal, obscene, defamatory, threatening, or that may infringe any trademark, copyright, or other third party intellectual property right. Standard Managed WAN Service offerings do not include backup or recovery of user or application data. Customer may select to add other TekLinks Services for added recoverability in the quote. Add-On Options The following options may be added to the Managed WAN Services. Description of Service options in no way entitles Customer to the feature, unless specified by TekLinks. A separate Order or Statement of Work may apply to such options and may have additional costs associated with them. Options below may not be compatible with all variants of Managed WAN Service. DNS TekLinks operates resolving or caching Domain Name System (DNS) servers that Customer may use for domain name look-ups by Customer's in-house systems, such as Customer PCs and mail servers, provided that in-house systems are connected to Managed WAN Services. This domain name look-up service is only available if TekLinks is providing primary DNS or secondary DNS to Customer and if Customer does not have its own DNS server(s). TekLinks domain name look-up service may not be used by Customer s SPAM detection software for querying SPAM block lists. If Customer is running its own DNS server or relying on third parties to host its domain names, Customer must use its own servers or the third party s DNS servers for this purpose. Customer or third party servers may not be configured to forward DNS queries to TekLinks DNS servers. Customer may not make more than 150 DNS queries per minute averaged over 30 minutes or more than 600 DNS queries per minute during any 5- minute interval. TekLinks will provide reverse DNS at the request of Customer via established support protocols for all IP addresses statically routed to Customer as part of Service. Router Management TekLinks offers Managed WAN Routers in conjunction with Managed WAN services. TekLinks is responsible for installing, configuring, and maintaining the router. If TekLinks monitoring determines that connectivity has been lost to a managed router, a ticket will be automatically generated in our ticketing system. The Customer contact on record will be ed with the ticket number and a general description. During production hours, the ticket will be escalated to our engineering team to resolve, but during non-production hours, the Customer is responsible for following our after-hours customer support guidelines for critical issues. TekLinks will evaluate firmware in troubleshooting scenarios related to device performance or availability and update devices as needed. Firmware management outside of these are areas is not included and requires a block of hours to address items classified as upgrades, such as feature enhancements, third party reports, or customer preference. Page 7 of 10

8 Wireless Backup If Customer has a Managed router, they may opt to add cellular wireless backup service. Options Wireless Backup This service level is intended for failover of primary circuits with bandwidth between 1.5M and 10M and allows for monthly data transfers up to 5GB. Data rates may apply if monthly limits are exceed. Wireless Backup Plus This service level is intended for failover of primary circuits with bandwidth between 20M and 50M and allows for monthly data transfers up to 8GB. Data rates may apply if monthly limits are exceed. Wireless Backup Features Automated Failover Wireless Backup Service remains in an offline or down state until primary Service fails, at which time it becomes active. In the event of an interruption in primary circuit service, the cellular modem dials up and connects to the TekLinks network. Routine Service Validation Wireless Backup Service includes a biannual validation check of wireless interfaces and wireless radios in which a wireless connection is established to ensure the wireless radio achieves successful connections, and the wireless interfaces are started to ensure they respond properly. TekLinks engineering staff will be notified of any devices that do not respond or connect properly. TekLinks is responsible for troubleshooting and resolving any issues related to devices that do not respond or connect during monthly maintenance validation checks. Monthly validation tests do not include active transfer of communications to Wireless Backup. Limitations of Wireless Backup This service is not available for primary circuits above 50M. This service is only available where 4G-LTE networks are available. This service is only available in conjunction with primary Managed WAN (T-1 or MetroE) Circuits together with a Managed Router. Customer-owned/Customer-provided equipment is not permitted with this service. This service is subject to availability pre-qualification and site survey. This service may not be used as a primary connection. TekLinks makes no warranty of quality (i.e., voice) over this service. Page 8 of 10

9 Service Delivery Upon receipt of the signed Quote, TekLinks will install the Managed WAN Service as follows: Schedule a site survey on all Ethernet orders to identify any Customer Premise modifications required to support the Service. Deliver Managed WAN into the nearest telephone demarcation point of the Customer Premise. TekLinks will not extend wiring though existing walls or permanent ceiling. TekLinks will not extend wiring where the cable needs to be installed 12 feet or higher (warehouse) above walking surfaces. TekLinks offers configuration, staging, and shipping of Equipment used to terminate Service. Configuration only includes configuration of Equipment to support TekLinks Service. TekLinks reserves the right to bill Customer at current hourly rates for configuration requests that are not required to provide Service outlined herein. TekLinks is not responsible for existing station cables within Customer premise. Customer is responsible for providing all patch cables from the CPE (router/switch) equipment to the in-house cabling infrastructure. TekLinks will provide a patch cable from wall jacks to TekLinks managed equipment. TekLinks offers cabling options for Service at additional charge. TekLinks reserves the right to bill Customer at current hourly rates for any cabling required to support service. TekLinks reserves the right to use outside cabling contractors to perform cabling work. Shipping of equipment includes standard ground shipping. TekLinks reserves the right to bill Customer if any alternative shipping method is requested by Customer. If additional configuration work is required due to limitations of the Customer network, TekLinks reserves the right to bill Customer at currently hourly rates for additional configuration time. Disconnect Policy If Customer is out of term and cancels service, TekLinks adheres to a 30-day disconnect policy. To disconnect service, Customer must submit a ticket to TekLinks support requesting disconnect of said service. The ticket must include service address, circuit ID, and any other applicable information. TekLinks will terminate service and stop all billing 30 days after receipt of signed Letter of Agency to disconnect. If Customer has any TekLinks-owned equipment on premise to support this Service, billing will stop when all equipment is returned to a designated TekLinks office. Equipment must be returned in the same condition as when TekLinks services were last active in the Customer environment. If equipment is returned in a damaged state or state different than last observed during active TekLinks services, Customer will be invoiced for the value of the equipment. If Customer disconnects service after signature of the SLA but before installation of Service, Customer is subject to a penalty to cover TekLinks costs from third-party providers. The following penalties apply: Number of Days from Signature to Cancellation Penalty 0-10 $ $ $ $ Page 9 of 10

10 TekLinks will allow the customer to move existing Managed WAN service to a new location within a signed term agreement as long as: 1. Customer has maintained Managed WAN service at the existing location for a minimum of 12 months. 2. Customer agrees to a new term agreement at their new location equal to or greater than the existing term agreement signed. 3. Customer pays a one-time $3, move fee. Page 10 of 10