SiteConnect TM Layer-2 DOMESTIC MPLS VPN TECHNICAL SERVICE AGREEMENT 1
TECHNICAL SERVICE AGREEMENT SIFY SITECONNECT : DOMESTIC LAYER 2 MPLS VPN SERVICES This AGREEMENT ( Agreement ), is entered into this ----------------------------- by and between the following parties: Parties: Customer Name OFFFICE ADDRESS: Sify Technologies Ltd. OFFICE ADDRESS: XXXXXXXXXXX Sify Technologies Ltd. II Floor, Tidel Park XXXXXXX 4 Canal Bank Road XXXXXXX Taramani, Chennai 600113 W I T N E S S E T H: WHEREAS, Sify provides access to the domestic Layer 2 MPLS VPN services through Sify s robust backbone network and customer desires to purchase such services from Sify. Sify, either directly or through its affiliates, will agree to provide layer 2 VPN (domestic) services via an access circuit from Sify s Access Node(s). The capacity, facilities, and technical specifications of the Service are set forth in Sify's Technical Service Agreement. The Service shall be offered on a 24-hour per day basis, 7 days a week. 1. SITECONNECT FACILITIES Subject to the availability of capacity, Sify will provision Layer 2 MPLS VPN connectivity through the domestic network of Sify and specifications as mentioned below: S. No. Location Bandwidth (Kbps) per CoS Service Description Last Mile in India Diamond Gold Bronze Total Bandwidth / Type (LL, BB) SiteConnect Layer 2 TM MPLS VPN SiteConnect Layer 2 TM MPLS VPN SiteConnect Layer 2 TM MPLS VPN SiteConnect Layer 2 TM MPLS VPN Primary: Secondary Primary: Secondary: Primary: Secondary: Primary: Secondary: 2. Service date: (To be taken from IR) 2
Acronyms List Acronym QRC NRC IR CoS MPLS Meaning Quarterly recurring Cost Non Recurring Cost Installation Report Class of Service Multi Protocol Label Switching 3
1. Network Monitoring TECHNICAL SERVICE AGREEMENT SIFY SITECONNECT : DOMESTIC LAYER 2 MPLS VPN SERVICES Sify has a 24x7-support central helpdesk at Chennai, (Sify response time details are defined in Annexure 1) which will provide round-the-clock monitoring, fault reporting and maintenance action of the Sify Network. The helpdesk can be reached by any one of the following modes: Telephone 1800 419 2929 / 044-66022400 2. Availability E-mail Support Portal helpdesk@sifycorp.com http://ioninx.sify.net/ioni/index.php The Availability between any two-backbone routers across Sify s network, (excluding unavailability due to scheduled maintenance) will be defined as- Availability (in %) = (Total no of Hours in a Quarter Total Outage Hours in a Quarter) x 100% (Total No of Hours in a billing quarter) Service Availability is defined as the uptime of the service provisioning ports of Sify POPs involved in the customers VPN configuration over a billing cycle period. Sify SLA terms for Availability are defined in Annexure 2 - Section 1a. 3. Packet Loss 3.1 Sify s target objective for packet loss across the domestic network of Sify is measured on an average of 5 minute samples of ten (10) ICMP probes of hundred (100) bytes each,. Packet Loss measurement is calculated as an average round-trip packet loss for transmissions between any two-customer provisioned ports on the domestic network of Sify over a billing quarter that will not exceed the committed values 3.2 Sify-confirmed packet loss is the measurement of packet loss attributable to the domestic network of Sify, i.e., from the backbone router of the specified Sify PoP in India to the other specified Sify PoP in India on Sify s domestic network. Sify will not be responsible for packet loss due to congestion on the customer access link. 3.3 Sify will work with the customer to reduce packet loss exceeding the target objective, provided that: - A trouble ticket is filed with Sify - Customer provides Sify with applicable packet loss statistics - Sify can confirm that it has control over the network resources it believes are causing the packet loss. - If insufficient information is provided, Sify reserves the right to close the trouble ticket without further investigation 3.4 Sify will use its best commercial efforts to resolve service problems with customer after the trouble ticket is filed with Sify s Helpdesk within eight (8) hours after the particular incident of service degradation or service outage occurs. Sify will examine its own packet loss data, and will provide applicable diagnostics to customer as part of the trouble ticket resolution process. Sify SLA terms for packet loss are defined in Annexure 2 - Section 1b. 4
4. Latency Round trip delay will be measured by computing the average round trip delay for ten (10) ICMP pings of hundred (100) bytes each (ICMP pings are only sent subsequent to an acknowledgment being received for the previous ping). Latency measurement is calculated as an average latency between any two-backbone routers on the domestic network of Sify over a billing quarter that will not exceed the committed values. Sify SLA terms for latency are defined in Annexure 2 - Section 1c. IN WITNESS WHEREOF, the Parties have caused this Agreement (including the enclosures) to be executed by a duly authorized officer in duplicate as of the date first above written. Enclosures: - Annexure 1: Support and Response times - Annexure 2: Service Level Agreement Terms - Annexure 3: SLA inclusive Lastmile - Annexure 4: Service Outage Credits - Sify Technologies Ltd. < Customer Name > Signature: Signature: Printed Name: ---------------------------- Printed Name: ---------------------------- Title: ------------------------------ Title: ----------------------------- 5
Annexure 1 Support & Response Times S. No. Customer location 1 All PoP Locations Service-Level Criticality Agreement Priority 1 Priority 2 Priority 3 Service hours 24 x 7 24 x 7 24 x 7 Response Time < 30 min < 30 min < 30 min Definitions: Response Time: The time within which Sify guarantees to start the Remote troubleshooting in the event 1. of problem(s) in customer network and the TAC being logged in. 2. Priority Priority 1: The entire network is down affecting all users Priority 2: A part of the network is experiencing problems affecting only limited users Priority 3: The problem has minimal impact on day-to-day work. Troubleshooting scheduled on a manually agreed timeframe Table A1 Sify s Tier 1 PoP Location S. No. Location Facility ID 1 CALCUTTA WB-CCU-Landsd 2 AHMEDABAD GJ-AMD-Atmahu 3 AHMEDABAD GJ-AMD-Srstwr 4 MUMBAI MH-BOM-Pbdevi 5 MUMBAI MH-BOM-Vashi 6 PUNE MH-PUNE-Aurora 7 PUNE MH-PUNE-GdrCtl 8 MUMBAI MH-BOM-Entpis 9 CHANDIGARH CH-CDG-Chndigarh 10 DELHI DL-DLI-Himhou 11 DELHI DL-DLI-Okhla 12 LUDHIANA PB-LDH-POP 13 GURGAON HR-GGN-POP 14 LUCKNOW UP-LKO-POP 15 HYDERABAD AP-HYB-Jayman 16 HYDERABAD AP-HYB-Mayfar 17 BANGALORE KA-BLR-Jayngr 18 BANGALORE KA-BLR-Vntngr 19 BANGALORE KA-BLR-IDC 20 COCHIN KL-CHTX-Lndmrk 21 CHENNAI TN-MAS-TDL 22 CHENNAI TN-MAS-VEL 6
Table A2 Sify s Tier 2 PoP Location S. No. Region Location 1 West AURANGABAD 2 West BHOPAL 3 East BHUBANESWAR 4 South-KL CALICUT 5 South-KL COCHIN 6 South-TN COIMBATORE 7 East GUWAHATI 8 West INDORE 9 North JAIPUR 10 West JAMNAGAR 11 East JAMSHEDPUR 12 South-AP KAKINADA 13 North KANPUR 14 South-TN MADURAI 15 South-KA MANGALORE 16 West NAGPUR 17 West NASIK 18 West PANAJI 19 East PATNA 20 South-TN PONDICHERRY 21 West RAJKOT 22 West SURAT 23 South-TN TIRUCHCHIRAPALI 24 South-KL TRIVANDRUM 25 West VADODARA 26 North VARANASI 27 South-AP VIJAYAWADA 28 South-AP VISHAKAPATNAM 7
Table A3 Sify s Tier3 PoP Location S. No Region Location 1 South-AP ADILABAD 2 East AGARTALA 3 North AGRA 4 West AHMEDNAGAR 5 West AKOLA 6 North ALLAHABAD 7 North AMRITSAR 8 North AMRITSAR 9 West ANAND 10 West ANKLESHWAR 11 South-TN ARAKKONAM 12 South-KA BANGALORE 13 North BARABANKI 14 North BAREILLY 15 East BASIRHAT 16 North BASTI 17 North BEAWAR 18 South-KA BELGAUM 19 South-KA BELLARY 20 West BHILAI 21 West BOISAR 22 East BOKARO 23 North BROUTIWALA 24 North BULANDSHAHR 25 East CALCUTTA 26 South-KA CHAMARAJANAGAR 27 West CHANDRAPUR 28 South-TN CUDDALORE 29 South-TN CUDDAPAH 30 West DADRA 31 North DEHRADUN 32 South-KA DHARWAR 33 South-TN ERODE 34 North FARIDABAD 35 North FIROZABAD 36 West GANDHINAGAR 37 North GONDA 38 North GORAKHPUR 39 South-AP GULBARGA 40 West GWALIOR 41 East HALDIA 42 North HAPUR 43 North HARDOI 44 North HARIDWAR 45 South-KA HASSAN 46 North HISAR 47 South-KA HOSDURGA 48 North HOSHIARPUR 49 South-KA HOSPET 50 South-KA HOSUR 51 South-KA HUBLI 52 West JABALPUR 53 North JALALABAD 54 North JALANDHAR 55 North JALANDHAR 56 West JALGAON 57 West JALNA 58 North JAMMU 59 North JODHPUR 60 North KAITHAL 61 South-TN KANCHIPURAM 62 South-KL KANNUR 63 West KARAD 64 North KARNAL 65 East KOHIMA 66 West KOLHAPUR 67 North KOTA 68 South-KL KOTTAYAM 69 South-KA MADIKERI 70 North MEERUT 71 West MHENSA 72 North MOGA 73 North MORADABAD 74 West MORAIYA 75 West MUMBAI 76 West MUMBAI 77 West MUMBAI 78 North MUZAFFARNAGAR 79 South-KA MYSORE 80 West NADIAD 81 West NAGPUR 82 West NANDED 83 West PARBHANI 84 North PATIALA 85 South-KL PIRAVOM 8
86 South-KL QUILON 87 North RAI BARIELLY 88 West RAIPUR 89 East RANCHI 90 South-TN RANIPPETTAI 91 North RISHIKESH 92 South-TN SALEM 93 West SANGLI 94 West SATARA 95 East SHILLONG 96 North SHIMLA 97 South-KA SHIMOGA 98 North SIKAR 99 East SILIGURI 100 East SILIGURI 101 South-TN SIVAKASI 102 North SRIGANGANAGAR 103 North SRINAGAR 104 South-KL THIRUVALLA 105 South-KA TIPTUR 106 South-TN TIRUPATI 107 South-TN TIRUPPUR 108 South-TN TIRUVANNAMALAI 109 South-KL TRICHUR 110 South-KA TUMKUR 111 North UDAIPUR 112 South-KA UDUPI 113 West VAPI 114 West VAPI 115 South-TN VELLORE 116 South-KA VIRAJPET 117 South-AP WARANGAL
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Annexure 2 Service Level Agreement Terms This section details the available Service Level Agreements for a customer requesting Sify s SiteConnect TM Layer 2 MPLS VPN service across the domestic network infrastructure of Sify. The SLA s mentioned below are valid from Sify s Tier 1, Tier 2 & Tier 3 PoP locations where the end customer last mile access circuits will interface with Sify s MPLS network. 1. Service Level Agreements Sify guarantees its network performance for parameters of Availability, Packet Loss and Latency as defined below. The governing regime for the guaranteed network performance parameters extends from the router port at Sify s Point of Presence in India closest to the customer premise, up until the router port at Sify s Point of Presence in India closest to the customer premise unless explicitly mentioned. The network topology can only be point-to-point between any two given locations. a. Service Availability Sify guarantees Service Availability per billing quarter across the domestic network of Sify in accordance with the table below. Table A4 Guaranteed Guaranteed Guaranteed Availability Description Availability Availability Tier 2 PoP Locations Tier 1 PoP Locations Tier 3 PoP Locations Service Availability excluding Local Access > 99.99% > 99.96% > 99.8% (As depicted in Diagram A1) Diagram A1 Service Availability Sify s Domestic MPLS Network Customer Premise Customer Sify PoP Sify PoP Premise City A City B India India 10
b. Packet Loss Sify guarantees average round-trip packet loss for transmissions between any two Sify POP across the domestic network of Sify in accordance with the parameters identified in the table below for the selected class of service. Table A5 Packet Loss CoS Tier 1 Tier 2 Tier 3 Diamond < 0.1 % < 0.5 % < 1.0 % Gold < 0.5 % < 1.0 % < 1.5 % Bronze < 1.0 % NA NA Note: Any customer facing VPN port on the Sify domestic cloud can only be of a single CoS and not a combination of the 3 CoS. c. Latency Sify guarantees Latency for IP traffic across the domestic network of Sify for specified regions as below. Table A6 Maximum Average Latencies Intra India (Intra Tier 1 PoP locations as per Table A1) Intra India(Tier 1 POP locations to Tier 2 POP locations) Intra India (Tier 1 POP locations to Tier 3 POP locations) Intra India (Intra Tier 2 PoP locations as per Table A2) Intra India (Tier 2 POP locations to Tier 3 POP locations) Intra India (Intra Tier 3 PoP locations as per Table A3) 65 msec 96 msec 105 msec 120 msec 115 msec 200 msec 11
Annexure 3 SLA inclusive of Last miles Note: 1) CE-to-CE Service availability values cannot be measured in the existing layer 2 service link. An additional Management (layer 3) circuit has to be created alongside the layer 2 service on the same last mile for each VPN port upon which probing and SNMP polling are done. Sify cannot commit nor report CE-CE SLA parameters if the Management circuit cannot be created. 2) The SLA commitments on Service Availability mentioned below are subject to a maximum of 75% utilization on the Local Access. Section B1 - Service Level Agreement including Local Loop Circuits in Tier 1 PoP Locations Table A7 S. No. Primary Secondary** Leased line (from SP1) terminating Leased line (from SP2) terminating on Sify 1. on Sify PoP1 PoP2 (As depicted in Diagram A2) (As depicted in Diagram A2)* Leased line (from SP1) terminating Leased line (from SP2) terminating on Sify 2. on Sify PoP1 PoP1 (As depicted in Diagram A3) (As depicted in Diagram A3) Uptime Commitments > 99.93% > 99.5% 3. Wireless Broadband (As depicted in Diagram A4) > 99.5%** *Option of using the secondary last mile as active or backup is the choice of the customer but Sify always sees them as two active links. ** This is subject availability of Power at installation location, access to CPE and force majeure Diagram A2 Diagram A3 Sify PoP-1 City A Primary LL (SP1) Sify Network Primary LL (SP1) Sify Secondary (SP2) (LL/BB) Sify PoP-2 City A Diagram A4 Secondary (SP2) (LL/BB) Sify PoP City A Sify Network Sify PoP City A 12
Section B2- Service Level Agreement including Local Loop Circuits in Tier 2 PoP locations Table A8 S. No. Primary Secondary* Leased line (from SP1) terminating Leased line (from SP2) terminating on Sify 1. on Sify PoP PoP (As depicted in Diagram A6) (As depicted in Diagram A6)* Uptime Commitments > 99.5% 2. Wireless Broadband > 99.5%** (As depicted in Diagram A7) * Option of using the secondary last mile as active or backup is the choice of the customer but Sify always sees them as two active links. ** This is subject availability of Power at installation location, access to CPE and force majeure Diagram A6 Diagram A7 Primary LL (SP1) Sify Network Sify PoP Secondary (SP2) City A Sify PoP (LL/BB) City A Sify Network Section B3- Service Level Agreement including Local Loop Circuits in Tier 3 PoP locations Table A9 S. No. Primary Secondary 1. Wireless Broadband (As depicted in Diagram A9) Uptime Commitments > 99.5%* * This is subject availability of Power at installation location, access to CPE and force majeure Diagram A9 Sify PoP City A Sify Network 13
Section B4- Service Level Agreement for Latencies in the last miles Diagram A10 Latency for half Sify s Domestic MPLS Network CPE A PE A PE B CPE B Table A10 Latency for one half as depicted S. No. Last mile type in diagram A10 1. Wireless Ethernet 30 msec 2 2Mbps TDM Leased line 20 msec 3 Metro Ethernet 10 msec Note : CE to CE latency has to be cumulative of POP to POP latency and dual last mile latencies These commitments are valid only if the load of the last mile is under 75%. Section B5- Service level Agreement for Packet loss for Last miles is guaranteed at 0.1% Note : Packet loss commitments are valid only if the load of the last mile is under 75%. 14
Annexure 4 1. Service Outage Credits a. Service Availability Commitment: Sify guarantees Service Availability per business quarter in accordance with the Annexure 2 - Table A4. Service Availability is calculated based on outage duration of reported events (TAC raised with Sify Central Helpdesk), as documented in trouble tickets. This is not a proactive measure or an automatic credit and is not reported online on the enterprise Customer support portal (http://support.sify.net). Credit: If the availability of the Service falls below the target availability for a quarter by one percent (1%), then a service credit of one percent (1%) of the monthly access charge (monthly recurring charge is computed by dividing the Annual Recurring Charge by twelve) will be granted, subject to a maximum of five percent (5%) of the monthly recurring charge b. Packet Loss Commitment: Sify guarantees average (in a quarter ) round-trip packet loss for transmissions between Sify s any two POP on the domestic network of Sify in accordance with the parameters identified in the Annexure 2 - Table A5 for the selected class of service. Credit: Sify will credit the Customer maximum 1% of the QRC for affected ports, if the actual Quarterly average round-trip packet loss for one or more of the network transmissions exceeds the set out parameters. c. Latency Commitment: Sify guarantees average (in a quarter ) roundtrip latency on the domestic network of Sify of no more than the latency figures in the Annexure 2 - Table A6. Credit: Sify will credit the Customer maximum 1% of the QRC for the affected port(s) if the actual Quarterly average roundtrip latency of the Service exceeds the set out parameters. Note : The aggregated service credit will be maximum 5% of QRC to the Customer. 15
2. General terms a) SLA credits are calculated on quarterly basis only based on TAC raised by the Customer with Sify,after deduction of all discounts and other special pricing arrangements, and are not applied to governmental fees, taxes, surcharges and similar additional charges. b) If an incident affects the performance of the Service and results in a period of Network Unavailability and/or or a period of Service Unavailability, entitling Customer to one or more credits under different SLA parameters, only the single highest credit applying in respect of that incident will be applied. c) As a condition of entitlement to SLA credits, Customer shall cooperate with Sify in addressing any reported Service problems. d) SLA credits are applied only upon Customer s written request, which must be submitted within 45 business days of the end of the quarter in which entitlement to an SLA credit arose. e) All approved SLA credits claimed by Customer for a given quarter will be totaled and applied to Customer s next following invoice for the Service, or as promptly thereafter as is practical in the event of a dispute. f) No SLAs apply to newly installed services or to Service reconfigurations requested by Customer, until five business days after (i) the Service Commencement Date or (ii) completion of the Service reconfiguration, as applicable. g) SLA credits provided for in these terms and conditions are Customer s exclusive remedy with respect to items covered in these terms and conditions. 3. Exclusions No SLA credit shall apply to the failure of the Service to comply with an SLA, or to any period of Network or Service Unavailability, caused, in whole or part, by any of the following: a) A failure of Customer s premises equipment or equipment of a Customer s vendor. b) A failure in local access facilities connecting the Customer to Sify s network, which are not provided by Sify. c) Any act or omission of Customer or any third party (including but not limited to, Customer s agents, contractors or vendors), including, but not limited to failing to provide Sify adequate access to facilities for testing, failing to provide access to Customer premises as reasonably required by Sify (or its agents) to enable Sify to comply with its obligations regarding the Service, failing to take any remedial action in relation to a Service as recommended by Sify, or otherwise preventing Sify from doing so, or any act or omission which causes Sify to be unable to meet any of the SLA s. d) Customer s negligence or willful misconduct, which may include Customer s failure to follow agreed-upon procedures. e) Any scheduled maintenance periods when Customer has been informed of such maintenance; or disconnection or suspension of the Service by Sify pursuant to a right to do so under the Master Agreement or these terms and conditions. 16