Internet Colocation SLA
This Service Level Agreement ONLY applies if so specified in the Service Order Form.
Network Quality
Network Latency Guarantees
North American Network Latency Guarantee Scope:
Verizon Enterprise Solutions's North American Network Latency Guarantee is average round-trip transmission of 45 milliseconds or less between Verizon Enterprise Solutions-designated inter-regional transit backbone network routers ("Hub Routers") in North America.
EMEA (Europe) Network Latency Guarantee Scope:
Verizon Enterprise Solutions's EMEA (Europe) Network Latency Guarantee is average round-trip transmission of 30 milliseconds or less between Verizon Enterprise Solutions-designated inter-regional transit backbone network routers ("Hub Routers") in EMEA (Europe).
Transatlantic Network Latency Guarantee Scope:
Verizon Enterprise Solutions's Transatlantic Network Latency Guarantee is average round-trip transmission of 90 milliseconds or less between a Verizon Enterprise Solutions-designated Hub Router in the New York metropolitan area and a Verizon Enterprise Solutions-designated Hub Router in the London metropolitan area.
Transpacific Network Latency Guarantee Scope:
Verizon Enterprise Solutions's Transpacific Network Latency Guarantee is average round-trip transmissions of 160 milliseconds or less between a Verizon Enterprise Solutions-designated Hub Router in the Los Angeles metropolitan area and a Verizon Enterprise Solutions-designated Hub Router in the Tokyo metropolitan area.
Singapore Transpacific Network Latency Guarantee Scope:
Verizon Enterprise Solutions's Singapore Transpacific Network Latency Guarantee is average round-trip transmissions of 260 milliseconds or less between a Verizon Enterprise Solutions-designated Hub Router in Singapore and a Verizon Enterprise Solutions-designated Hub Router in the United States.
Singapore-United Kingdom Network Latency Guarantee Scope:
Verizon Enterprise Solutions's Singapore-United Kingdom Network Latency Guarantee is average round-trip transmissions of 310 milliseconds or less between a Verizon Enterprise Solutions-designated Hub Router in Singapore and a Verizon Business -designated Hub Router in the United Kingdom.
Intra Asia-Pacific Network Latency Guarantee Scope:
Verizon Enterprise Solutions's Intra Asia-Pacific Network Latency Guarantee consists of:
- Average round-trip transmissions of 65 milliseconds or less between a Verizon Enterprise Solutions-designated Hub Router in Singapore and a Verizon Enterprise Solutions-designated Hub Router in Hong Kong
- Average round-trip transmissions of 115 milliseconds or less between a Verizon Enterprise Solutions-designated Hub Router in Singapore and a Verizon Enterprise Solutions-designated Hub Router in Tokyo
- Average round-trip transmissions of 150 milliseconds or less between a Verizon Enterprise Solutions-designated Hub Router in Singapore and a Verizon Enterprise Solutions-designated Hub Router in Australia
- Average round-trip transmissions of 95 milliseconds or less between a Verizon Enterprise Solutions-designated Hub Router in Singapore and a Verizon Enterprise Solutions-designated Hub Router in Taiwan
- Average round-trip transmissions of 200 milliseconds or less between a Verizon Enterprise Solutions-designated Hub Router in Singapore and a Verizon Enterprise Solutions-designated Hub Router in Korea
- Average round-trip transmissions of 150 milliseconds or less between a Verizon Enterprise Solutions-designated Hub Router in Singapore and a Verizon Enterprise Solutions-designated Hub Router in India
- Average round-trip transmissions of 190 milliseconds or less between a Verizon Enterprise Solutions-designated Hub Router in Singapore and a Verizon Enterprise Solutions-designated Hub Router in New Zealand
Network Latency Guarantee Process:
Latency shall be measured by averaging sample measurements taken during a calendar month between Hub Routers. Each month's Network performance statistics relating to the Network Latency Guarantees shall be posted at http://www.verizonbusiness.com/sg/about/latency/. No credits will be made if failure to meet a Network Latency Guarantee is attributable to reasons of Force Majeure (as defined in the applicable service agreement).
Intra Asia Pacific Network Latency Guarantee Remedy:
If Verizon Enterprise Solutions fails to meet one or more Intra Asia Pacific Network Latency Guarantees in any calendar month, Customer's account shall be automatically credited for that month for the pro-rated charges for one day of the Verizon Enterprise Solutions Monthly Fee for the internet connection portion of the Colocation services.
Network Latency Guarantee Remedy:
With the exception of the Intra Asia Pacific Network Latency Guarantee, if Verizon Enterprise Solutions fails to meet any other Network Latency Guarantee in any calendar month, Customer's account shall be automatically credited for that month for the pro-rated charges for one day of the Verizon Enterprise Solutions Monthly Fee for the internet connection portion of the Colocation services.
Network Packet Delivery Guarantees
North American Network Packet Delivery Scope:
Verizon Enterprise Solutions's North American Network Packet Delivery Guarantee is packet delivery of 99.5% or greater between MCI-designated Hub Routers in North America.
EMEA (Europe) Network Packet Delivery Guarantee Scope:
Verizon Enterprise Solutions's EMEA (Europe) Network Packet Delivery Guarantee is packet delivery of 99.5% or greater between Verizon Enterprise Solutions-designated Hub Routers within EMEA (Europe).
Transatlantic Network Packet Delivery Scope:
Verizon Enterprise Solutions's Transatlantic Network Packet Delivery Guarantee is packet delivery of 99.5% or greater between a Verizon Enterprise Solutions -designated Hub Router in the New York metropolitan area and a Verizon Enterprise Solutions-designated Hub Router in the London metropolitan area.
Singapore-United Kingdom Network Packet Delivery Scope: Verizon Business' Singapore-United Kingdom Network Packet Delivery Guarantee is packet delivery of 99% or greater between a Verizon Business-designated Hub Router in Singapore and a Verizon Business-designated Hub Router in the United Kingdom.
Singapore Transpacific Network Packet Delivery Scope:
Verizon Enterprise Solutions's Transpacific Network Packet Delivery Guarantee is packet delivery of 99% or greater between a Verizon Enterprise Solutions-designated Hub Router in Singapore and a Verizon Enterprise Solutions-designated Hub Router in the United States.
Intra Asia-Pacific Network Packet Delivery Guarantee Scope:
Verizon Enterprise Solutions's Intra Asia-Pacific Network Packet Delivery Guarantee consists of:
- Packet Delivery of 99% or greater between a Verizon Enterprise Solutions-designated Hub Router in Singapore and a Verizon Enterprise Solutions-designated Hub Router in Hong Kong
- Packet Delivery of 99% or greater between a Verizon Enterprise Solutions-designated Hub Router in Singapore and a Verizon Enterprise Solutions-designated Hub Router in Tokyo
- Packet Delivery of 99% or greater between a Verizon Enterprise Solutions-designated Hub Router in Singapore and a Verizon Enterprise Solutions-designated Hub Router in Australia
- Packet Delivery of 99% or greater between a Verizon Enterprise Solutions-designated Hub Router in Singapore and a Verizon Enterprise Solutions-designated Hub Router in Korea
- Packet Delivery of 99% or greater between a Verizon Enterprise Solutions-designated Hub Router in Singapore and a Verizon Enterprise Solutions-designated Hub Router in Taiwan
- Packet Delivery of 99% or greater between a Verizon Enterprise Solutions-designated Hub Router in Singapore and a Verizon Enterprise Solutions-designated Hub Router in India
- Packet Delivery of 99% or greater between a Verizon Enterprise Solutions-designated Hub Router in Singapore and a Verizon Enterprise Solutions-designated Hub Router in New Zealand
Packet Delivery Guarantee Process:
Packet Delivery shall be measured by averaging sample measurements taken during a calendar month between Hub Routers. Each month's Network performance statistics relating to the Network Packet Delivery Guarantees shall be posted at http://www.verizonbusiness.com/sg/about/latency/. No credits will be made if failure to meet a Network Packet Delivery Guarantee is attributable to reasons of Force Majeure (as defined in the applicable service agreement).
Intra Asia Pacific Network Packet Delivery Guarantee Remedy:
If Verizon Enterprise Solutions fails to meet one or more Intra Asia Pacific Network Packet Delivery Guarantees in any calendar month, Customer's account shall be automatically credited for that month for the pro-rated charges for one day of the Verizon Enterprise Solutions Monthly Fee for the internet connection portion of the Colocation services.
Network Packet Delivery Guarantee Remedy:
With the exception of the Intra Asia Pacific Network Packet Delivery Guarantee, if Verizon Enterprise Solutions fails to meet any other Network Packet Delivery Guarantee in any calendar month, Customer's account shall be automatically credited for that month for the pro-rated charges for one day of the Verizon Enterprise Solutions Monthly Fee for the internet connection portion of the Colocation services.
Service Quality
100% Service Availability Guarantee
Service Availability Guarantee Scope
Verizon Enterprise Solutions's Service Availability Guarantee is to have the Verizon Enterprise Solutions Network (as defined in the applicable service agreement) available 100% of the time.
Scheduled Maintenance Scope
Scheduled Maintenance shall mean any maintenance at the
Service Availability Guarantee Process
Customer must request credit for any "Network Unavailability" in writing. Network Unavailability consists of the number of minutes that the Verizon Enterprise Solutions Network was not available to Customer, and includes unavailability associated with any maintenance at the Verizon Enterprise Solutions hub to which Customer's circuit is connected other than Scheduled Maintenance. Outages will be counted as Network Unavailability only if Verizon Enterprise Solutions notifies Customer of the outage in accordance with the Outage Reporting Guarantee set forth below, or if Customer opens a trouble ticket with Verizon Enterprise Solutions customer support and submits a Credit Request Form within 30 days of the outage. Network Unavailability will not include Scheduled Maintenance, or any unavailability resulting from (a) any telephone company circuits, (b) Customer's applications, equipment, or facilities, (c) acts or omissions of Customer, or any use or user of the service authorized by Customer or (d) reasons of Force Majeure (as defined in the applicable service agreement).
Service Availability Guarantee Remedy
For each cumulative hour of Network Unavailability or fraction thereof in any calendar month, upon Verizon Enterprise Solutions's receipt of a Credit Request Form, Customer's account shall be credited for the pro-rated charges for one day of the Verizon Enterprise Solutions Monthly Fee for the service with respect to which a Service Availability Guarantee has not been met.
Customer Care Quality
Outage Reporting Guarantee
Outage Reporting Guarantee Scope
Verizon Enterprise Solutions's Outage Reporting Guarantee is to notify Customer within 30 minutes after Verizon Enterprise Solutions's determination that Customer's service is unavailable. Verizon Enterprise Solutions 's standard procedure is to ping customer's colocated equipment every five minutes. If Customer's equipment does not respond after two consecutive five-minute ping cycles, Verizon Enterprise Solutions will deem the service unavailable and will contact Customer's designated point of contact by a method elected by Verizon Enterprise Solutions (telephone, email, fax or pager).
Outage Reporting Guarantee Process
The Outage Reporting Guarantee is applicable only to service provided in Singapore and is applicable only if Customer completes Verizon Enterprise Solutions's Customer Information Form in its entirety. Customer is solely responsible for providing Verizon Enterprise Solutions accurate and current contact information for Customer's designated points of contact. Verizon Enterprise Solutions will be relieved of its obligations under this Outage Reporting Guarantee if Verizon Enterprise Solutions's contact information for the Customer is out of date or inaccurate due to Customer's action or omission or if Verizon Enterprise Solutions's failure is due to reasons of Force Majeure (as defined in the applicable service agreement).
Outage Reporting Guarantee Remedy
If Verizon Enterprise Solutions fails to meet the Outage Reporting Guarantee, upon Verizon Enterprise Solutions's receipt of a Credit Request Form, Customer's account shall be credited the pro-rated charges for one day of the Verizon Enterprise Solutions Monthly Fee for the service with respect to which this Guarantee has not been met; provided that (a) Customer may obtain no more than one credit per day, irrespective of how often in that day Verizon Enterprise Solutions failed to meet the Outage Reporting Guarantee, and (b) the Credit Request Form is received within 30 days of the outage.
Denial of Service Response Guarantee
Denial of Service Guarantee Scope:
Verizon Enterprise Solutions will respond to Denial of Service attacks reported by Customer within 15 minutes of Customer opening a complete trouble ticket with the Verizon Enterprise Solutions Customer Support. Verizon Enterprise Solutions defines a Denial of Service attack as more than 95% bandwidth utilization.
Denial of Service SLA Process:
To open a trouble ticket for Denial of Service, Customer must call Verizon Business at the Asia Pacific Customer Contact Center and state: "I am under a Denial of Service Attack". A complete trouble ticket consists of Customer's Name, Account Number, Caller Name, Caller Phone Number, Caller Email Address and Possible Destination IP address/Type of Attack. Verizon Business shall use trouble tickets and other appropriate Verizon Business records to determine, in its sole judgment, SLA compliance. Customer must notify Verizon Business no later than 30 days after the Denial of Service attack(s) occurred.
Denial of Service SLA Remedy:
If Verizon Business fails to meet the Denial of Service Response SLA, Customer's account will be credited, at Customer's request, the pro-rated charges for one day of the Verizon Business Monthly Fee for the affected Service. Customer may obtain no more than one credit per day, regardless of the number of Denial of Service SLA non-compliances during the day.