AgdaPkt 2018-12-03 Joint SA PFA - Laserfiche WebLink

Browse Search

6.G. - Page 21 of 40 If the contracted service includes Internet, the following performance criteria and responsibilities are incorporated in the SLA: • Minimum ordered bandwidth is guaranteed or service charge is pro -rated; • Guaranteed passing of all ports/protocol; • Filter and reroute on -demand to mitigate DDS and 0005 attacks; • Each full hour of downtime entitles Customer to ane -half-day Service credit, with a maximum credit of two -half -days per day of interrupted service with no carry -forward; downtime is defined as an Inoperative Provider- or circuit partner(s)-controlled circuit impeding access to a third -party circuit provider transporting over the Internet V. Credits All customer credits are based on a monthly billing cycle. Credits for !Network non-compliance will be credited to the Customer's account within two billing cycles. No credit will exceed the monthly value for the billing month of the affected circuit/service address exclusive of any applicable taxes charged to Customer or collected by Provider. In the event that Provider is unable to satisfy the Network Service standards and performance guarantees as defined in the SLA, the following credits apply: • Network unavailability per incident 20 -percent of MRC; ■ Latency greater than 50 -milliseconds, per incident 10 -percent of MRC; • MTTR 2 hours per month 25 -percent of MRC. • Packet Less greater than 1 -percent, per incident 10 -percent of MRC; No e: where there are multiple simultaneous performance "failures," the performance penalty metric yielding the highest dollar credit will be the only one to be applied to the Customer's account and it shall never exceed the net monthly balance of charges for that particular circuit for the month in which the failure has occurred. VI. Credit Request Provider's contact listed in the Order is the only authorized medium to report perceived 51A noncompliance events. In order to receive credits, Customer must inform the Provider in writing, which will in turn open a ticket with the NOC within the time limits as listed In this section of this SLA. If the Customer does not open a trouble ticket or does not open a trouble ticket within the prescribed time, Customer will not be able to receive a credit. A list of prescribed times according to the Network standards In Section III of this document are below: Network Standard Measurement Network availability trouble ticket must be opened within two hours of the occurrence in order to request credits or other remedies as they relate to this document. Latency trouble ticket must be opened within two hours of the occurrence in order to request credits or other remedies as they relate to this SLA. MTTR trouble ticket must be opened before the end of the billing cycle, defined as the date of the 26th of any given month. In addition to the trouble ticket requirements as listed in the section of the SLA, request for credit must be made in writing to Provider within five days of opening the trouble ticket. The request for credit must include the trouble ticket number, applicable circuit IDs or account number, and relevant information regarding the scope of the occurrence as it relates to the rights and remedies as specified within this SLA. Requests for credit must be made to Provider's listed contact, Provider will provide a formal response to the Customer's request for SLA credits within 10 working days of receipt of such request. VII. Exceptions All Network Service standards and performance guarantees do not include periods of Service interruption of or on the Network caused In whole or in part by: +� Reasons of force majeure as defined in the applicable Order.- Customer's rder;Customer's or Customer's agent's acts or omissions including without limitation, any negligence, willful misconduct or use of the Network or Provider services In breach of the applicable Order by Customer or others authorized by Customer; 15 A1TY/AGR/2013.176/ASTOUN0 BROADBAND - MSA REV. 10-07-13 MLG 2013 ASTOUND BROADBAND Proprlerory and Confidential 145