The following service level targets combine to form the NTCI Carrier Services, Inc. (herein ‘SINGLE SOURCE’) Service Level Agreement (SLA) for SINGLE SOURCE Internet Service.
In order to preserve their rights under this SLA, customers must immediately report all outages and service failures to SINGLE SOURCE, which results in the opening of a Trouble Ticket. Customers should retain records of all Trouble Tickets issued for purposes of making claims for credit against this SLA. SINGLE SOURCE’s Billing Adjustment Specifications and General Exclusions (Section II) govern each service level guarantee unless otherwise specified within the individual level guarantee:
Service Level Guarantees
Mean Time to Respond
SINGLE SOURCE will respond within a mean time of 30 minutes from the initial report of a network outage or other technical issue reported to and confirmed by SINGLE SOURCE Customer Care.
Definition: Only network outages and technical issues reported by telephone to SINGLE SOURCE Customer Service are covered by the Mean Time to Respond service level guarantee. The Network Operations Center (NOC) will respond by opening a Trouble Ticket. Mean Time to Respond is calculated by taking the monthly aggregate of all response times relating to repair or technical issues reported by the customer and dividing by the number of Trouble Tickets opened for these issues.
Mean Time to Repair (MTTR)
SINGLE SOURCE will respond within a mean time of 8 hours on an average monthly basis, during normal business hours (8 a.m. to 5 p.m. EST, Monday through Friday, not including holidays) from the initial report of a customer issue relating to the performance or non-performance of SINGLE SOURCE Internet reported to and confirmed by SINGLE SOURCE Customer Care.
Definition: MTTR will commence with the opening of a Trouble Ticket by the NOC and end upon the resolution. MTTR does not include travel time to the customer site or resolution of the customer premise issues. MTTR covers repair of any bundled customer premise equipment purchased from and maintain by SINGLE SOURCE. MTTR is calculated by taking the aggregate amount of time to close all Trouble Tickets for a given month and dividing by the number of Trouble Tickets opened that month. MTTR does not cover issues outside the control of SINGLE SOURCE such as Incumbent Local Exchange Carrier (LEC), Inter-exchange Carrier (IXC) issues, Platform as a Service (PaaS) or customer access.
Customer Premise Equipment Warranty
SINGLE SOURCE warrants all CPE purchased from SINGLE SOURCE for a period of one year from the billing start date.
Inside Wiring Warranty
SINGLE SOURCE guarantees Inside Wiring purchased by customer and installed by SINGLE SOURCE to be free from defects for a period of 90 days from the billing start date.
End-to-End Network Availability
SINGLE SOURCE’s target for end-to-end network availability is 99%.
Definition: SINGLE SOURCE defines “network availability” as the ability to transport data packets from the ingress to the egress of the SINGLE SOURCE network, including bundled Customer Premise Equipment (CPE). Network availability will be determined as an average of actual circuit availability as a percent of total potential circuit availability measured on a monthly basis per end user. SINGLE SOURCE calculates network availability lapses commencing on the date and time of the opening of a Trouble Ticket, and ending upon the Network Operations Center (NOC) approved closure of the Trouble Ticket.
One-Way Network Transit Delay
SINGLE SOURCE agrees a one-way network transit delay of 45 milliseconds (ms) for a 64-byte message from the ingress to the egress of the SINGLE SOURCE network within a SINGLE SOURCE Metropolitan Area Network (MAN). SINGLE SOURCE guarantees a one-way network transit delay of 90ms for a 64-byte message within the SINGLE SOURCE Wide Area Network (WAN).
Definition: Network Transit Delay measures the one-way trip delay between the ingress and egress on the SINGLE SOURCE network including bundled CPE. If the ingress and egress points on the network reside within the same SINGLE SOURCE defined MAN, the 45ms one-way network transit delay applies. When transmission occurs from one SINGLE SOURCE MAN to another resulting in transmission across the WAN the 90ms one-way network transit delay applies.
End-to-End Frame Delivery
SINGLE SOURCE target for end-to-end frame delivery at the Committed Information Rate (CIR) is 99%
Definition: Frame Delivery shall be measured on a monthly basis and defined as the percentage of frames entering the SINGLE SOURCE network that are successfully carried through the network and not dropped before exiting the network. SINGLE SOURCE defines CIR availability as the ability to transmit at 100% of the PVC speed of the local loop acquired from SINGLE SOURCE. This does not cover customer premise located LANs.
Additional Performance Benchmarks
The following serves as a performance benchmark. No financial credits will apply if this benchmark is not met, rather it serves as performance objective to which SINGLE SOURCE strives.
Customer Service call pick-up time is within 60 seconds of placement of the call.
Billing Adjustment Specifications and General Exclusions
Billing Adjustment Specifications:
In any month in which SINGLE SOURCE does not meet one or more of its service level guarantees, the customer will receive credits as follows:
- A credit equal to 10% of the Monthly Recurring Charge network circuits affected by the failure to meet the performance level specified by any one or more of the service level guarantees.
- A maximum of 3 credits per month per affected SINGLE SOURCE managed network may be claimed.
- The credits will be applied to the monthly fee for network circuit affected by the outage.
- Credits will only be applied if requested by the customer within 5 business days of the reported incident(s) for which credit is requested.
- The credit will be posted on the monthly invoice following the customer’s request for credit.
- Network downtime that the customer did not report to SINGLE SOURCE within 5 business days.
- Service outages not documented by SINGLE SOURCE Trouble Tickets.
- SINGLE SOURCE, or underlying network partner, network maintenance with prior notification (SINGLE SOURCE standard maintenance time is Sunday from 12:01 AM – 5:00 AM Eastern Standard Time).
- Any SINGLE SOURCE, or underlying network partner, emergency maintenance.
- Failure of customer equipment, facilities or applications (unless managed and under reasonable control of SINGLE SOURCE).
- Any unauthorized acts, use of the service, or omissions by the customer affecting SINGLE SOURCE’s ability to provide service, by customer or user of the service authorized by the customer.
- Reasons of Force Majeure such as natural disasters and Acts of God.