UUNET, an MCI WorldCom Company and a global leader in Internet communications solutions, announced today in Canada new industry-leading service level agreements (SLAs) for dedicated 56k, T-1, Ethernet, T-3 and OC-3 Internet access services. The SLAs are available immediately for Canadian customers and are included in the price of the Internet access services from UUNET.
UUNET's guarantees offer an unprecedented level of coverage including network availability, North American and transatlantic latency guarantees, proactive outage notification and installation interval guarantees.
"UUNET now offers the most comprehensive service level guarantees in the Canadian industry," said Richard Cantin, vice president of marketing at UUNET in Canada. "By offering unparalleled guarantees for Internet access services we have taken our quality commitment to customers a step further than any other company in the industry."
- 100 percent availability that covers the UUNET backbone as well as the UUNET - ordered customer access circuit ;
- Maximum average monthly latencies for traffic throughout North America and from New York across the Atlantic ocean to the UUNET hub in London, England;
- Proactive outage notification that guarantees customer notification by UUNET operations in a pre-defined time period; and
- Installation by the quoted installation date.
Customer Credits
UUNET service level agreements are backed by aggressive customer compensation. UUNET gives customers a credit of one day's service fee for every hour or fraction thereof of downtime. If UUNET does not meet the latency guarantee for two consecutive months, all dedicated 56k, T-1 Ethernet, T-3 and OC-3 customers are issued a credit of one day's service fee. If guaranteed installation intervals are not met, UUNET will give affected customers a credit for half of the installation service fee. If UUNET fails to notify customers within 15 minutes of an outage, UUNET will reimburse customers for one day's service. The terms of the SLAs are available at www.uu.net/terms/.
Availability
Canadian customers with term commitments of at least one year are eligible and can register immediately for UUNET's new SLAs. The SLA program will go into effect November 2, 1998.
UUNET has announced in the UK and plans to announce later this year SLAs of a similar nature for other international customers.
