Vodacom MPLS Service Specific Terms & Conditions
|
|
- Jordan Butler
- 5 years ago
- Views:
Transcription
1 1. Abstract This document provides a guideline on the minimum requirements and business rules surrounding the layout of the various topologies featuring access medium link/s to the customer site on the Vodacom network. Vodacom Business contracts (offered by FirstNet) are on a per-site which means that the site needs to be available for a minimum period of time for the month, as per the below table. 2. Product Summary Per Site Premium Enhanced Essential Standard+ Standard Monthly site availability 99.72% 99.44% 99.17% 98.88% 98.33% Maximum monthly downtime allowed 2 hrs 4hrs 6 hrs 8 hrs 12 hrs Primary Interface o Microwave IPConnect - P2P / P2MP o Telkom Diginet o Metro E IPConnect Fibre Backup Interface Option(s): o Microwave IPConnect - P2P / P2MP **** ***** ***** o WiMAX AR * o Telkom ADSL o Vodacom 3G o Metro E IPConnect Fibre ** ***** ***** o Telkom Diginet ***** Number of CPE devices on site: o Single Cisco CPE Router o Dual Cisco CPE Routers *** Transmission Device Layout: o Single Tellabs device at customer site o Single Tellabs device at nearest PoP o Dual Tellabs devices at customer site o Single Tellabs device at two diverse PoP s IP PoP Layout: o Single VB IP PoP connectivity o Dual VB IP PoP connectivity at diverse sites o Dual VB IP PoP connectivity Last mile redundancy: o o No last mile redundancy required, but protected core redundancy required Geographically diverse last mile redundancy required and protected core redundancy required o Last mile redundancy required and protected core redundancy required Redundancy setup (if Backup interface requested): Active/Passive Primary interface is active and backup interface is passive until primary fails, at this point the backup interface will become active until the primary interface is repaired * IMPORTANT NOTE: Adding Microwave or WiMAX as backup may allow for a higher percentage to be negotiated for the site but ADSL and 3G will not be affecting; meaning that the availability percentage will not be allowed higher than 98.88% with either of these backup options. ** IMPORTANT NOTE: The Backup interface should be the same size as the Primary interface to accommodate traffic during failover and the backup interface must use an alternate building entry to the Primary Interface at the Customer Site. *** IMPORTANT NOTE: While the access mediums are required to be geographically redundant, the two CPE devices should be within 500m of each other to accommodate for attenuation on the heartbeat optical cabling. **** IMPORTANT NOTE: Microwave is only allowed as a temporary backup measure until fibre can be installed ***** IMPORTANT NOTE: The Backup interface should be the same size as the Primary interface to accommodate traffic during failover and the backup interface must use an alternate building entry to the Primary Interface at the Customer Site.
2 2.1. Service Downtime A service shall be considered unavailable in the event of any unscheduled Service Downtime due to equipment failure. Unavailability of the Customer service and shall be calculated per site, on a monthly basis Service Downtime shall not include any unavailability resulting from: a) Scheduled Downtime for scheduled maintenance; b) Interruptions or delays resulting from any third party services; c) Supplies, power or equipment provided by the Customer or their suppliers, which is required in the provision of the services; d) Any incident that affects the availability during any period when the Customer elects not to allow Scheduled Maintenance on the service at the request of FirstNet or Vodacom, acting reasonably; e) The Customer's applications, equipment or facilities; f) Interruptions due to the failure of equipment provided by the Customer or other third party on behalf of the Customer; g) Acts or omissions of the Customer, including the provision of inaccurate information knowingly or unknowingly, or user of the service or Customer-caused outages or disruptions; h) Suspensions due to non-payment of any amount payable by the Customer to FirstNet under this Agreement; or i) Force majeure. 3. Summary of pertinent topologies and business rules
3 3.1. The pertinent business rules for the Premium topology are: The access links need to be geographically redundant with dual protected routes across the core network. The customer site requires dual CPE (Customer Premises Equipment) routers with dual Tellabs nodes. These will interconnect to separate Vodacom Business PE (Provider Edge) devices at the nearest Vodacom 3.2. The pertinent business rules for the Enhanced topology are: The access links need to be geographically redundant with dual protected routes across the core network. This will interconnect to separate Vodacom Business PE (Provider Edge) devices at the nearest Vodacom 3.3. The pertinent business rules for the Essential topology are: The access links need to be geographically redundant with dual protected routes across the core network. The access media will interconnect to a single Vodacom Business PE (Provider Edge) device at the nearest Vodacom 3.4. The pertinent business rules for the Standard + topology are: Single access medium to customer site. Dual protected routes across the core network required. This will interconnect to a single Vodacom Business PE (Provider Edge) device at the nearest Vodacom The Backup Access link is available on request from the customer but it is not standard component of the and will incur additional costs. If the customer requires secondary access, a higher should be considered The pertinent business rules for the Standard topology are: Single Access medium to customer site. Dual protected routes across the core network required. This will interconnect to a single Vodacom Business PE (Provider Edge) device at the nearest Vodacom The Backup Access link is available on request from the customer but it is not a standard component of the and will incur additional costs. If the customer requires secondary access, a higher should be considered.
4 4. SERVICE CREDITS 4.1. All Services are subject to a stabilisation period of 3 (three) months: During the abovementioned stabilisation period the Customer Services shall be provisioned and billing shall commence; The Customer may raise queries regarding the implementation of the Services during this period; The measuring of parameters for the purpose of management and monitoring of the Services shall commence during this time but no Service credits shall be calculated during this period; Once the stabilisation period has elapsed, formal measurement shall commence and Service credits may be claimed for any non-adherence as stipulated in the relevant All service credits are calculated as a percentage of the Monthly Service Charges due in respect of the relevant Service that did not meet the parameters set out in the Service credits will be calculated as 10% of the relevant Service fee as indicated above Service credits claimable by the Customer in any given month may be claimed for a period of 6 (six) months from the date on which the Service credits become claimable failing which they lapse with immediate effect and no claims regarding such credits shall be processed by VODACOM Service credits will be calculated each calendar month, one month in arrears Service credit needs to be confirmed by VODACOM before they are processed A confirmed Service credit will be processed on the customer s invoice one calendar month following such a Service credit claim Service credits are accrued against the availability parameters of the services as is set out in the relevant Service credits are accrued against performance parameters as set out in the relevant in the event of poor performance when the service is fully functional Service credits may not be claimed against performance and availability simultaneously The availability percentage is calculated as the average availability of the Service over a calendar month based on the selected Service Cover Period Any new installation will occur as per a agreed Project plan and no Service Credits will be incurred within this stipulated project period The customer will not at any time withhold funds due to VODACOM The Customer is eligible for Service credits with the following exceptions: Where the Customer is indebted to VODACOM for any amounts that remain due and unpaid; Negotiated and contracted allowances and exclusions; Force Majeure, as defined in the General Terms and Conditions, affecting the Services; Failure of hardware, unless such hardware is within the sole control of VODACOM; Interruptions due to the negligence of the Customer; Failures due to third party networks; Services that are provided as best effort; Where there is no product specific service level definition governing the Service. 5. PERSISTENT FAILURE 5.1. The Customer has the right to claim service credits for any confirmed failure at a site as per the General SLD Should a site fail to meet the target for two consecutive months, the Customer may request that VODACOM initiate a Service Improvement Plan (SIP) Should the Service Improvement Plan fail to remediate the matter, the Customer reserves the right to cease, at no cost to the Customer, any service that suffers a chronic outage which results in a failure to meet the target for three months consecutively as laid out below: 5.4. First month failure: The applicable service credit amount (if any) as calculated in accordance with the calculation matrix for the missed service level parameter.
5 5.5. Second consecutive month failure: As for the first month above, but also: If the 2nd consecutive month falls below the target, as set in the service level section, The Customer will have the option to claim the applicable service credit, but the Service Manager will initiate a SIP to investigate the cause of the persistent failure Third consecutive month failure: As for the second month above, but also: If the 3rd consecutive month falls below the target, as set out in the service level section and the SIP has not yielded any results, the Customer may elect to terminate the affected site as a service level termination event or the customer may elect to accept a service credit and allow the SIP investigation to continue 6. FAULT REPORTING 6.1. All service requests and status queries on faults must be directed to the FirstNet Service Desk The is support@firstnet.co.za or tel and will be logged into the FirstNet Faults tracking system 6.3. The FirstNet Service Desk will only respond to service requests that have been logged and has been issued a valid reference number from FirstNet After the fault has been logged the Customer will be allocated a reference number and the Service Desk will contact the customer and perform no more than 15 minutes telephonic support before the call is allocated to a technician It is vital that as much detail is supplied to the FirstNet Service Desk on the description of the fault so that the technician allocated to the fault will be in a position to resolve the problem in as short a time as possible If it has been established that the fault is network related, FirstNet will log it with the Vodacom Support Centre on the customer s behalf A full service report on exactly what the technicians did can be supplied on request A technician will report to site with the service request, the customer must sign and date the service request once he/she is happy that the fault has been resolved. A job will be considered complete only when the signed job sheet is returned to the Service Desk Reported incidents will be logged according to severity levels as follows Severity Level Problem statement Material loss of Customer service. Material loss of customer service will be considered to be the full outage of the customers assured access mediums and/or managed services Partial loss of Customer's service. Partial loss to Customers service will be considered as the loss of n primary access medium or any portion of a managed service utilised by the customer. Customer s service is degraded. Degradation will be considered as congestion of the customers access medium and or packet loss as well as minimum service impairment of manages services. Change Requests 4 5 Minor Changes: Any client requested change that will not affect services, and can be implemented immediately, with no scheduled down town time required. Planned changes: Any client requested change that will affect services, and needs to be implemented after hours / off-peak, with proper planning and scheduling on both sides.
6 6.10. The response times, from the logging of an incident shall be: Incident Severity RESPOND RESTORE Business hours RESTORE After Hours 1 within 30 minutes within 5 hours 2 within 1 hour within 7 hours 3 within 2 hours within 9 hours 4 within 4 hours 1 Business Day 5 within 4 hours As Agreed
SPECIFIC TERMS METRO ETHERNET SERVICE
SPECIFIC TERMS METRO ETHERNET SERVICE This Specific Terms form the Agreement between you and SP Telecommunications Pte Ltd (Reg No. 199700517K) and may be amended by the Application Form. It is agreed
More informationMANAGED PBX SERVICE SCHEDULE
Liquid Telecommunications South Africa (Pty) Ltd 401 Old Pretoria Main Road Halfway House, Midrand 1685 South Africa T +27 11 585 0000 MANAGED PBX SERVICE SCHEDULE Liquid Telecom Offices Mauritius (Head
More informationVerizon Spark Hosted Calling Service Level Agreement ( SLA )
Verizon Service Level Agreement ( SLA ) 1. Overview. This SLA provides performance metrics and provisions for. is designed for Cisco Unified Communications Manager, Unified Presence Server and Unity Connections
More informationVerizon Unified Communications and Collaboration as a Service Service Level Agreement ( SLA )
Verizon Unified Communications and Collaboration as a Service Service Level Agreement ( SLA ) 1. Overview. This SLA provides performance metrics and provisions for Unified Communications and Collaboration
More informationService Level Agreement
General This document is a (SLA) setting out the indicative levels of services to be provided to you by Luminet. This document must be read in conjunction with our standard Terms and Conditions of Service
More informationSupport Policy and Service Level Commitment
Support Policy and Service Level Commitment This Support Policy and Service Level Commitment ( SLC ) is between ZIP Telecom Inc. ( ZIP ) and the Client ( Client ). This SLC describes the terms and conditions
More informationSCHEDULE DOCUMENT N4PROTECT DDOS SERVICE PUBLIC NODE4 LIMITED 28/07/2017
SCHEDULE DOCUMENT N4PROTECT DDOS SERVICE PUBLIC NODE4 LIMITED 28/07/2017 SCHEDULE DOCUMENT 1.2 N4PROTECT DDOS This schedule contains additional terms and conditions, service description & Service Levels
More informationSchedule to Data Products Service Appendix Service Level Agreement
Schedule to Data Products Service Appendix Service Level Agreement This Service Level Agreement (SLA) is a Schedule to the itel Networks Service Appendix (Appendices) for Data Services and is incorporated
More informationCOMPLEX BUSINESS SERVICE GUIDE FOR INTEREXCHANGE INTERSTATE, AND INTERNATIONAL SERVICES
BellSouth Long Distance, Inc. Original Page 1 Effective June 30, 2010 or upon expiration of a Customer's term plan agreement, if its end date is later than June 30, 2010, BellSouth Long Distance Private
More informationService Level Agreement
Service Level Agreement General This document is a Service Level Agreement (SLA) setting out the levels of services to be provided to you by Luminet. This document must be read in conjunction with our
More informationStanddards of Service
Standards of Service for the Provision and Maintenance of; THUS Demon Business 2000, Business 8000, Business 2+, Business 2 + Pro, Demon Business Lite, Demon Business Lite +, Demon Business Unlimited,
More informationNEOCARRIER SERVICE SCHEDULE
Neotel (Pty) Ltd 401 Old Pretoria Main Road Halfway House, Midrand 1685 South Africa T +27 11 585 0000 www.neotel.co.za NEOCARRIER SERVICE SCHEDULE Liquid Telecom Offices Mauritius (Head Office) Botswana
More informationPlatform Availability Guarantee - EN
Availability Guarantee - EN This Availability Guarantee (the Guarantee ) is part of the Agreement and is subject to all of the clauses in that Agreement. 1. Definitions: For the purposes of this Guarantee:
More informationSecurity Annex for Firewalls Additional Terms for Firewall Service
CONTENTS 1 Glossary of Terms & Definitions... 2 2 Service Description... 2 2.1 Firewall Service... 2 2.2 Provisioning... 2 3 Firewall throughput... 3 4 Vendor Change... 3 5 Charges... 3 5.1 Charges payable
More informationService Definition Wavelength Service
Service Definition Wavelength Service Standard S003 Ver 2 Contents 1 Overview... 1 1.1 Introduction... 1 1.2 Product Overview... 1 2 Service Specification... 1 3 Service Levels... 2 3.1 Target Service
More informationSCHEDULE DOCUMENT MANAGED FIREWALL SERVICES PUBLIC NODE4 LIMITED 17/07/2017
SCHEDULE DOCUMENT MANAGED FIREWALL SERVICES PUBLIC NODE LIMITED 7/07/07 SCHEDULE DOCUMENT MANAGED FIREWALL SERVICES Additional terms, Service Description & Service Level Agreement for the Managed Firewall
More informationService Level Agreement
This ( ) sets forth the specific terms and conditions under which LightEdge Solutions, Inc. ( LightEdge ) shall supply all Managed Services to Customer. The Master Agreement entered into between LightEdge
More informationSchedule Document. Managed Firewall Services. Public. Node4 Limited 10/12/2010
Schedule Document Managed Firewall Services Public Node Limited 0//00 Node Limited Millennium Way Pride Park Derby DE 8HZ Tel: 08 3 fax: 08 3 info@node.co.uk www.node.co.uk SCHEDULE Additional terms, Service
More informationManaged WAN SLA. Contents
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
More informationEncoo CONNECTIVITY SERVICE LEVEL AGREEMENT. Ground Floor, 15 Queen St, Melbourne, VIC, 3000 Tel: (03) FAX: (03)
Encoo CONNECTIVITY SERVICE LEVEL AGREEMENT Ground Floor, 15 Queen St, Melbourne, VIC, 3000 Tel: (03) 8740 2278 FAX: (03) 8740 2279 1 Service Criteria Measurement and frequency of measurement Availability
More informationAttachment C Service Level Agreement for WAN and Internet
Attachment C Service Level Agreement for WAN and Internet Overview The Vendor SLA for Owner shall apply to all data transmission and reception on all Vendor provided Owner Wide Area Network (WAN) connectivity,
More informationManaged WAN SLA. Contents
Managed WAN SLA Contents Terminology... 2 Service Description... 2 General... 2 Levels and Offerings... 2 Private Network Services... 2 Features... 2 Internet Access... 3 Features... 3 Service Level Metrics...
More informationService Definition Internet Service
Service Definition Internet Service Standard S003 Ver 2 Contents 1 Overview... 1 1.1 Introduction... 1 1.2 Product Overview... 1 2 Service Specification... 1 2.1 Service Options... 2 2.2 Access Service...
More informationURL NETWORKS CORPORATE INTERNET
URL NETWORKS CORPORATE INTERNET SERVICE LEVEL AGREEMENT APRIL 2016 1. INTRODUCTION 1.1 This SLA covers services including (unless otherwise notified by URL Networks) Data Services, Voice Services, Dark
More informationService Level Agreement (SLA)
1. Introduction This Service Level Agreement formalises Nextgen Networks commitment to our customers and outlines our operational policies and practices that define the customer experience. Nextgen is
More informationEnterprise Cloud. Service Level Agreement
Enterprise Cloud Service Level Agreement Ver1.5 June, 1st, 2016 Copyright 2013 NTT Communications Corporation. All rights reserved 1 Enterprise Cloud Service Level Agreement 1. Purpose 1.1 This Service
More informationUpdated December 12, Chapter 10 Service Description IBM Cloud for Government
Updated December 12, 2018 Chapter 10 Service Description IBM Cloud for Government IBM Cloud for Government This Service Description describes IBM s Cloud for Government available to Clients under the Federal
More informationBroadband Solutions Pty Ltd. Broadband Solutions Service Level Agreement
Pty Ltd Service Level Agreement 1 st August 2017 Version No: 1.1 Commercial in Confidence This page intentionally left blank for double-sided printing 2 P a g e B r o a d b a n d S o l u t i o n s P t
More informationLuminet - Service Level Agreement
Service Level Agreement General This document is a Service Level Agreement (SLA) setting out the levels of services to be provided to you by Luminet. This document must be read in conjunction with our
More information3G failsafe for IP VPN services specific terms and conditions
3G failsafe for IP VPN services specific terms and conditions Issue date: 11th November 2013 These Specific Terms and Conditions are to be read in conjunction with our General Terms and Conditions of Supply.
More informationQUICKLINE PREMIUM CLASS SERVICE LEVEL AGREEMENT Includes the non-financially backed Premium Class and Premium Plus SLA
QUICKLINE PREMIUM CLASS SERVICE LEVEL AGREEMENT Includes the non-financially backed Premium Class and Premium Plus SLA Rev SLAQPC06052016SJ Please Note: This may not be the newest version of this document;
More informationReseller Ethernet Services Schedule
Reseller Ethernet Services Schedule Zen Internet Channel Division Issue: 0.2 Date: Friday, 02 June 2017 Contents 1 Service Overview... 4 2 Managed and Wires-only... 4 2.1 Managed... 4 2.2 Wires-only...
More informationADDITIONAL TERMS FOR HOSTED IP TELEPHONY SERVICES SCHEDULE 2K(B)
ADDITIONAL TERMS FOR HOSTED IP TELEPHONY SERVICES SCHEDULE 2K(B) CONTENTS 1. Service Description... 3 2. Definitions... 3 3. Service Terms... 3 4. IP Phones... 4 5. Customer Obligations... 4 6. Access
More informationAAPT Business Outbound Voice
AAPT Business Outbound Voice Service Schedule An AAPT Voice Solution This Service Schedule forms part of the Agreement between Us and You and cannot be used as a stand-alone agreement. Any terms defined
More informationSchedule 2e. Schedule 2E Additional Terms for Carrier Ethernet Services Eng Lang v page 1 of 11
1. SERVICE DESCRIPTION The Interoute E-CERTUS and E-AGILIS Services offer Carrier Ethernet Services between Interoute Demarcation Points on the Interoute Network and/ or on the Customer s Premises. The
More informationBT Product and Services Agreement (PSA) Apps from BT Service Schedule
1 Definitions The following definitions apply, in addition to those in the General Terms and Conditions. Application means a software program designed to carry out operations for specific tasks. Availability
More informationSchedule 2i. All the terms indicated above in capital letters are defined below.
1. SERVICE DESCRIPTION Interoute Transit service comprises of the provision and supply of connectivity to the Internet via the Interoute IP Network (from now on the Service ). The Service can be provided
More informationSecurity Annex for DDoS Additional Terms for DDoS Protection
CONTENTS 1 Glossary of Terms & Definitions... 2 2 Service Description... 2 2.1 Installation and Service Provision... 2 2.2 Cleaning and Mitigation... 3 2.3 Mitigation Limitations... 3 2.4 DDoS Attack Monitoring...
More informationService Level Agreement
Service Level Agreement Version 2018.1 Copyright 2018 Aldridge PO Box 56506, Houston, TX 77256-6506 713.403.9150 http://aldridge.com Contents Contents... 2 Agreement... 3 The Aggregate Set of Agreements
More informationBT IP Connect UK Schedule to the General Terms
BT IP Connect UK Schedule to the General Terms Contents A note on you... 2 Words defined in the General Terms... 2 Part A The IP Connect Service... 2 1 Service Summary... 2 2 Standard Service Components...
More informationCOMCAST ENTERPRISE SERVICES PRODUCT-SPECIFIC ATTACHMENT SOFTWARE-DEFINED WIDE AREA NETWORKING (SD-WAN)
ATTACHMENT IDENTIFIER: SD-WAN, Ver. 1.0 COMCAST ENTERPRISE SERVICES PRODUCT-SPECIFIC ATTACHMENT SOFTWARE-DEFINED WIDE AREA NETWORKING (SD-WAN) The following additional terms and conditions are applicable
More informationMETRO LAN EXTENSION - PRODUCT SPECIFICATION
METRO LAN EXTENSION - PRODUCT SPECIFICATION 1. INTRODUCTION This document contains information on the Metro LAN Extension service. If you require more detailed technical information, please contact your
More informationIP Connect UK. Schedule to the General Terms
IP Connect UK Schedule to the General Terms Contents A note on we and you... 2 1. Service Summary... 2 2. Standard Service Components... 2 3. Service Options... 3 4. Service Management Boundary... 4 5.
More informationSchedule document. Connectivity services. Public Node4 Limited 08/01/2018
Schedule document Connectivity services Public Node4 Limited 08/01/2018 Schedule document Connectivity services This schedule contains additional terms and conditions, service description & Service Levels
More informationThese terms are product specific terms which apply to our DSL Services.
CONDITIONS OF SERVICE - DSL SERVICES 1. ABOUT These terms are product specific terms which apply to our DSL Services. 2. APPLICATION We will supply the DSL Services to you pursuant to the terms and conditions
More informationMANAGED INTERNET SERVICES SERVICE LEVEL AGREEMENT
MANAGED INTERNET SERVICES SERVICE LEVEL AGREEMENT This Managed Internet Services Service Level Agreement ( SLA ) is governed under the Master Service Agreement (the Agreement ) between Framework Communications,
More informationCOMCAST ENTERPRISE SERVICES PRODUCT-SPECIFIC ATTACHMENT ETHERNET DEDICATED INTERNET SERVICES
COMCAST ENTERPRISE SERVICES PRODUCT-SPECIFIC ATTACHMENT ETHERNET DEDICATED INTERNET SERVICES ATTACHMENT IDENTIFIER: Ethernet Dedicated Internet, Version 1.8 The following additional terms and conditions
More informationIP WAN SERVICE SCHEDULE. Business Hours means between the hours of 9am and 5pm, on a Business Day.
IP WAN SERVICE SCHEDULE 1. DEFINITIONS 24x7x4 means 24x7x365 with a four (4) hour response target. 24x7x365 means 24 hours per day, 7 days per week. means between the hours of 9am and 5pm, on a Day. Customer
More informationAAPT Business Dark Fibre. Service Schedule
AAPT Business Dark Fibre Service Schedule This Service Schedule forms part of the Agreement between Us and You and cannot be used as a stand-alone agreement. Any terms defined in the Service Agreement
More informationONE OFFICE LITE - PRODUCT SPECIFICATION
1. INTRODUCTION ONE OFFICE LITE - PRODUCT SPECIFICATION This document contains product information for the One Office Lite service. If you require more detailed technical information, please contact your
More informationNexgen Australia. Service Level Agreement
Nexgen Australia Service Level Agreement V090218 1 P a g e Contents 1. Introduction 2. Definitions 3. Faults 3.1 Fault Reporting 3.2 Fault Management 3.3 Fault Priority Classification 3.4 Target Response
More informationSERVICE SCHEDULE MANAGED DATABASE
SERVICE SCHEDULE MANAGED DATABASE This is a Service Schedule as defined in the Conditions. Where the Services set out in this Service Schedule form part of the Services to be supplied under a Contract
More informationAtron Service Level Agreement
Atron Solutions LLC. Service Level Agreement (SLA) I. Overview This SLA will be governed by Atron standard Master Service Agreement (MSA). The MSA is posted under the Terms and Conditions link at www.atronsolutions.com/msa.pdf.
More informationManaged NIDS Care Services
Managed NIDS Care Services This Service Guide ( SG ) sets forth a description of CenturyLink Managed NIDS Care Service ( Service ) offerings including technical details and additional requirements or terms,
More informationManaged LAN Service Level Agreement
1. Overview Managed LAN offers certain service level agreements as shown below. Capitalized terms that are not defined in Appendix B: Terms and Definitions are defined pursuant to Customer s Agreement
More informationSure Broadband Services Service Specific Terms and Conditions
Sure Broadband Services Service Specific Terms and Conditions SURE (GUERNSEY) LIMITED ( SURE ) BROADBAND SERVICES DESCRIPTION Sure s Broadband services provide always-on Internet connections. They are
More informationService Definition IP VPN Service
Service Definition IP VPN Service Standard S003 Ver 2 Contents 1 Overview... 1 1.1 Introduction... 1 1.2 Product Overview... 1 1.3 Services Offered... 1 2 Service Levels... 2 2.1 Target Service Levels...
More informationAAPT Business Dark Fibre. Service Schedule
AAPT Business Dark Fibre Service Schedule This Service Schedule forms part of the Agreement between Us and You and cannot be used as a stand-alone agreement. Any terms defined in the Service Agreement
More informationOur Customer Terms Page 1 of 18 Ethernet MAN section
Our Customer Terms Page 1 of 18 Contents Click on the section you re interested in. 1 About this section 3 Our Customer Terms 3 Inconsistencies 3 When this section applies 3 No assignment or resupply 3
More informationCOMPLEX BUSINESS SERVICE GUIDE FOR INTEREXCHANGE INTERSTATE, AND INTERNATIONAL SERVICES
BellSouth Long Distance, Inc. Original Page 1 Effective February 11, 2010 Domestic Asynchronous Transfer Mode (ATM) Service will no longer be available to new Customers. Existing Customers may maintain
More informationService Level Agreement Public CaaS Service Level Terms
Service Level Agreement Public CaaS Service Level Terms This document (the Public CaaS Service Level Terms ) describes the Service Levels and Service Level Credits applicable to Internet Solutions Public
More informationSchedule 2a for Capital Leases
1. SERVICE DESCRIPTION The Interoute Managed Bandwidth service comprises protected Circuits and unprotected Circuits carrying communications traffic between fixed points. 2. DEFINITIONS In this Agreement,
More informationWAN/MPLS SLA Fault Reporting
WAN/MPLS SLA Fault Reporting How to report a fault to us Call: 0 550 - Option, Option 5 Email: fixedlinefaults@onecom.co.uk We ll need the below information to log your fault: Company name and your name
More informationService Level Agreement Exhibit C
Service Level Agreement Exhibit C Our Service Level Agreement ( SLA ) governs the use of all products and services (collectively referred to as the Services ) offered and provided to the Customer. This
More informationTerms and Conditions - Dedicated Internet Access Service
Terms and Conditions - Dedicated Internet Access Service 1. Description of Service: Dedicated Internet Access ( DIA ) Service ( Service ), which includes T1, DS-3, Ethernet, Fast Ethernet, Gigabit Ethernet
More informationService Level Agreement (SLA)
2016 Service Level Agreement (SLA) For Broadband & Network Services Version 9.9 November 2016 Level 2 240 Chapel Street PRAHRAN VIC 3181 Spirit Telecom Limited www.spirit.com.au 1300 007 001 Definitions
More informationORACLE PRODUCT SPECIFIC TERMS AND CONDITIONS FOR DYN DELIVERY SERVICES
FOR DYN EMAIL DELIVERY SERVICES 1. INTRODUCTION. These Oracle Product Specific Terms and Conditions for Dyn Email Delivery Services are entered into by and between Oracle and Client, and are incorporated
More informationHUTCHISON GLOBAL COMMUNICATIONS LIMITED IBIZCLOUD SERVICE SERVICE LEVEL AGREEMENT (SLA)
HUTCHISON GLOBAL COMMUNICATIONS LIMITED IBIZCLOUD SERVICE SERVICE LEVEL AGREEMENT (SLA) This SERVICE LEVEL AGREEMENT (SLA) is entered into between Hutchison Global Communications Limited (HGC) and (Customer)
More informationNetwork Services BT MPLS (Marketed as IP Connect Global)
Contents 1. 2. Network Services Customer Responsibilities 3. Network Services General 4. Service Management Boundary 5. Defined Terms Network Services Where the Customer selects Service as detailed in
More informationNetwork Services Enterprise Broadband
Contents 1. 2. ADSL/Broadband Provisions 3. Network Services Customer Responsibilities 4. Network Services General 5. Service Management Boundary 6. Defined Terms Network Services Where the Customer selects
More informationBT One Cloud Cisco UK Schedule to the General Terms
BT One Cloud Cisco UK Schedule to the General Terms Contents A note on you... 2 1 Service Summary... 2 2 Standard Service Components... 2 3 Service Options... 2 4 Service Management Boundary... 3 5 Associated
More informationDIGITAL SUBSCRIBER LINE (DSL) SERVICE GUIDE
DIGITAL SUBSCRIBER LINE (DSL) SERVICE GUIDE REGULATIONS, RATES, AND CHARGES Applying to the Provision of DSL For Customers of Wilson Telephone Company, Inc. This DSL Service Guide does not include Internet
More informationService Level Agreement (Broadband - Managed Services - Digital Voice - POTS)
Service Level Agreement ( - Managed Services - Digital Voice - POTS) Services PERFORMANCE GUARANTEED. At BULLSEYE TELECOM, we back up our promises with industry-leading performance and reliability guarantees
More informationService Level Agreement (SLA) and Service Level Objectives (SLO)
Service Level Agreement (SLA) and Service Level Objectives (SLO) Ver 1.4 Table of Contents 1. Overview.... 3 2. Definitions.... 3 3. Credit Standards... 3 3.1 Datacenter... 4 3.2 Infrastructure... 4 3.3
More informationOUR CUSTOMER TERMS IP SOLUTIONS SECTION PART D SERVICE LEVELS CONTENTS
CONTENTS 1 ABOUT THIS PART... 3 2 PROVISIONING AND CHANGES... 3 Terms... 3 IP MAN... 3 IP WAN... 4 IP Wireless... 5 Trans Tasman IP... 5 3 PERFORMANCE... 6 Terms... 6 General Description... 6 Network availability...
More informationNetwork Intrusion Detection
Network Intrusion Detection This CenturyLink Service Guide ( SG ) sets forth a description of CenturyLink Network Intrusion Detection Services ( Service ) offerings including technical details and additional
More informationBT Internet Connect Global Schedule to the General Terms
BT Internet Connect Global Schedule to the General Terms Contents A note on you... 2 Part A The Service... 2 1 Service Summary... 2 2 Standard Service Components... 2 3 Service Options... 3 4 Service Management
More informationMANAGED COLOCATION SERVICES TERMS AND CONDITIONS
MANAGED COLOCATION SERVICES TERMS AND CONDITIONS In addition to the General Terms and Conditions, your use of the Managed Colocation Services is subject to the following additional terms and conditions:
More informationSERVICE LEVEL AGREEMENTS CALNET 3, Category 7 Network Based Managed Security
SERVICE LEVEL AGREEMENTS CALNET 3, Category 7 Network Based Managed Security 7.3.7 TROUBLE TICKET STOP CLOCK CONDITIONS The following conditions shall be allowed to stop the trouble ticket Outage Duration
More informationDYNAMIC INTEGRATED ACCESS
DYNAMIC INTEGRATED ACCESS 1. DESCRIPTION. PAETEC Preferred Advantage SM Dynamic Integrated Access ( Dynamic IA ) consists of dedicated digital loop access between Customer s premise using Local Access
More informationAnnexure 1 SERVICE LEVEL AGREEMENT. This Agreement is effective from the Service Commencement Date as defined in Clause 1.1 (i) of the Agreement
Annexure 1 SERVICE LEVEL AGREEMENT This Agreement is effective from the Service Commencement Date as defined in Clause 1.1 (i) of the Agreement This Agreement provides the right under certain circumstances
More informationOur Customer Terms Page 1 of 7 NBN Access Services section
Our Customer Terms Page 1 of 7 NBN Access Services section Contents Click on the section that you are interested in. 1 About the NBN Access Service NBN section 2 Our Customer Terms 2 References to our
More informationMASTER SERVICES AGREEMENT SERVICE DESCRIPTION
: SMART SIP PART A PRODUCT OVERVIEW The Smart SIP service employs Session Initiation Protocol (SIP) for voice and multimedia communication sessions and connects to a range of end user phone systems such
More informationNEOONE VPN AND GLOBAL VPN SERVICE SCHEDULE
NEOONE VPN AND GLOBAL VPN SERVICE SCHEDULE Liquid Telecom Offices Mauritius (Head Office) Botswana DRC Kenya Lesotho Rwanda South Africa Tanzania Uganda Zambia UAE UK Liquid Telecommunications South Africa
More informationColocation Service Level Agreement
NTT America, Colocation Service Level Agreement Version 3.3 NTT America Data Center Services 2/9/2012 Service Level Agreement for Premier NTTA Data Centers, including Network, Power, and Environmental
More informationCOMCAST ENTERPRISE SERVICES PRODUCT-SPECIFIC ATTACHMENT ETHERNET TRANSPORT SERVICES
COMCAST ENTERPRISE SERVICES PRODUCT-SPECIFIC ATTACHMENT ETHERNET TRANSPORT SERVICES ATTACHMENT IDENTIFIER: Ethernet Transport, Version 1.8 The following additional terms and conditions are applicable to
More informationSchedule document N4MDM. PUBLIC Node4 limited 31/11/2018. Node4 Limited Millennium Way Pride Park Derby DE24 8HZ
Schedule document N4MDM PUBLIC Node4 limited 31/11/2018 Schedule document N4MDM This Schedule contains additional terms, Service Description & Service Level Agreement applicable to the N4 End Point Management
More informationSCHEDULE DOCUMENT N4MDM PUBLIC NODE4 LIMITED 13/07/2017. Node4 Limited Millennium Way Pride Park Derby DE24 8HZ
SCHEDULE DOCUMENT N4MDM PUBLIC NODE4 LIMITED 13/07/2017 SCHEDULE This Schedule contains additional terms, Service Description & Service Level Agreement applicable to the N4 End Point Management Service
More informationEpicor ERP Cloud Services Specification Multi-Tenant and Dedicated Tenant Cloud Services (Updated July 31, 2017)
Epicor ERP Cloud Services Specification Multi-Tenant and Dedicated Tenant Cloud Services (Updated July 31, 2017) GENERAL TERMS & INFORMATION A. GENERAL TERMS & DEFINITIONS 1. This Services Specification
More informationIP WAN SERVICE SCHEDULE
IP WAN SERVICE SCHEDULE 1. DEFINITIONS Additional Charge means charges to be determined by Vocus on a time and materials basis in respect of installation of additional infrastructure or charges payable
More informationService Level Agreement (SLA)
Service Level Agreement (SLA) of PlusServer GmbH, Hohenzollernring 72, 50672 Cologne, Germany hereinafter referred to as the Provider. Version: 04.09.2015 V1.1 PlusServer GmbH Contacts Registered office
More informationSERVICE LEVEL AGREEMENT (SLA)
SERVICE LEVEL AGREEMENT (SLA) This SLA is governed by this Agreement in conjunction with the Company s Privacy Policy. The following has been designed to protect the privacy, security and best interests
More informationOffice 365. Claranet Service Description
Claranet Service Description Office 365 Provides a highly configurable Email, Collaboration and Unified Communications platform, hosted by Microsoft, that can be deployed for a customer organisation to
More information1.0 Definitions. The following words have the meanings defined below: Agreement
1.0 Definitions The following words have the meanings defined below: Word Agreement Agreement date Activation date Committed Delivery Date (CDD) Customer Premises Equipment (CPE) Customer Requirement Form
More informationNEOBROADBAND LTE SERVICE SCHEDULE
Liquid Telecommunications South Africa (Pty) Ltd 401 Old Pretoria Main Road Halfway House, Midrand 1685 South Africa T +27 11 585 0000 NEOBROADBAND LTE SERVICE SCHEDULE Liquid Telecom Offices Mauritius
More informationOUR CUSTOMER TERMS CLOUD SERVICES SEARCH ENGINE OPTIMISATION MANAGED SERVICES
CONTENTS Click on the section that you are interested in. 1 About the Search Engine Optimisation Managed Services 2 2 Search Engine Optimisation Managed Services 2 3 Plans and features 3 4 Your responsibilities
More informationEthernet DIA SLA Fault Reporting
Ethernet DIA SLA Fault Reporting How to report a fault to us Call: 0 550 - Option, Option Email: fixedlinefaults@onecom.co.uk We ll need the below information to log your fault: Company name and your name
More informationFibre & ADSL Broadband - Specific Terms and Conditions
Fibre & ADSL Broadband - Specific Terms and Conditions Issue date: 1 st March 2018 1 DEFINITIONS 1.1 These Specific Terms and Conditions are to be read in conjunction with TNBN Ltd Terms and Conditions
More informationREVISION HISTORY DATE AMENDMENT DESCRIPTION OF AMENDMENT
REVISION HISTORY DATE AMENDMENT DESCRIPTION OF AMENDMENT SERVICE DESCRIPTION Page 1 of 17 SERVICE DESCRIPTION 2-11: WHOLESALE DSL SERVICE 1. THE SERVICE The Wholesale DSL service is a service which enables
More informationSLA for Virtual Machines
SLA for Virtual Machines Updated: 05/2017 For all Virtual Machines that have two or more instances deployed in the same Availability Set, we guarantee you will have Virtual Machine Connectivity to at least
More information