Service Level Agreement

  1. Installation SLA

    1. Standard: Verizon Enterpise Solutions will ship Customers Managed Intrusion Protection (MIP) service device within 28 business days after Verizon Enterpise Solutions receives from Customer, and an Verizon Enterpise Solutions Installation Engineer has validated, a complete version of the required configuration template that includes all necessary system and policy configuration information.
    2. Remedy: a credit equal to 50% of the Managed Intrusion Protection service standard non-recurring charge for that MIP device, net of discounts and taxes, billed to Customer.
    3. Limitations: See the General Terms provisions below.

  2. Proactive Notification SLA

    1. Standard: Verizon Enterpise Solutions will notify Customer within 15 minutes of determining that a covered Verizon Enterpise Solutions MIP device is unavailable.
    2. Remedy: A credit equal to one days share of the Managed Intrusion Protection service monthly recurring charge for that MIP device.
    3. Limitations: Verizon Enterpise Solutionss proactive notification standard is triggered when the Security Operations Center (SOC) receives an alert indicating the MIP device is unavailable. The SOC will notify Customer based on contact information in the profile submitted by Customer (e.g., telephone or email address) Customer is responsible for providing appropriate contact information that can be used when the MIP Device is unavailable (which could affect email delivery). If appropriate contact information is not provided, this SLA standard will not apply. No more than one credit will be given for any single instance of an MIP device being unavailable. See also the General Terms provisions below.

  3. General Terms

    1. Overview. Verizon Enterpise Solutions will provide Managed Intrusion Protection service under an Verizon Enterpise Solutions service agreement incorporating this service level agreement (SLA) by reference, in accordance with the standards and remedies set out in this MIP SLA. The term MIP SLA is used to refer collectively to all of the SLAs related to Verizon Enterpise Solutions Managed Intrusion Protection service set out in this document. Each individual standard and its related remedy is referred to by the activity to which the standard relates (e.g., Installation SLA or Proactive Notification SLA). Verizon Enterpise Solutions reserves the right to enhance or restrict the MIP SLA in whole or in part. The current MIP SLA language is available at In the event of a material adverse change in the MIP SLA, Customer may at its sole discretion elect to terminate the agreement within 30 days of the change without penalty (unless during the notice period, Verizon Enterpise Solutions cures the material adverse change).
    2. Claims. To receive a remedy under the MIP SLA, Customer must submit a completed Verizon Enterpise Solutions claim form on or before (a) the fifth business day immediately following the date on which the failure occurred, in the case of the Installation SLA and (b) the 30th calendar day after the end of the month in which the failure occurred, in the case of an SLA other than the Installation SLA. Verizon Enterpise Solutions will use trouble tickets and other appropriate Verizon Enterpise Solutions records to determine, in its sole judgment, whether it met or failed to meet the applicable standard. One days share of the MIP monthly recurring charge is calculated by dividing the MIP monthly recurring charge by the number of days in the billing cycle if a failure to meet an MIP SLA standard occurred. In no event may a Customer receive a total amount of credits for any month that exceeds the MIP monthly recurring charge for that month]. The remedies provided in the MIP SLA for each standard are Customers sole remedy for any failure by Verizon Enterpise Solutions to meet the specified standard.
    3. Exclusions. No MIP SLA will apply if all the conditions for Customer to receive the remedy for that SLA have not been met (including both limitations applicable to the particular SLA and limitations applicable to all SLAs). The remedies specified in this MIP SLA are not available for any failure to meet a standard resulting from any of the following: (1) a Non-Verizon Enterpise Solutions cause (as provided further below); (2) scheduled maintenance; (3) force majeure events beyond Verizon Enterpise Solutionss reasonable control, including but not limited to Acts of God, government regulation, labor strikes, natural disaster, and national emergency; (4) any act or omission on the part of any third party other than the LEC/PTT, as applicable; (5) interruptions not reported by Customer, or for which no trouble ticket was opened (except with respect to the Proactive Notification SLA); (6) trouble tickets associated with new installations (before Customer accepts a new service) or opened for circuit monitoring purposes only (except with respect to the Installation SLA); (7) a circuit outage.

      A Non-Verizon Enterpise Solutions Cause includes, without limitation, any of the following (as identified on a trouble ticket or otherwise): (a) an incomplete or inaccurate order; (b) a customer-approved change in hardware or software configuration; (c) a hardware, software or other supplier shortage; (d) incorrect or incomplete callout information provided by Customer which prevents Verizon Enterpise Solutions from completing the trouble diagnosis and service restoration; (e) Verizon Enterpise Solutions being denied access to network components at the Customer location when access is required to complete trouble shooting, repair, diagnosis, or acceptance testing; (f) Customers failure or refusal to release the circuit for testing; (g) Verizon Enterpise Solutions calling Customer to close a trouble ticket, but Customer being unavailable, or Verizon Enterpise Solutions being unable to verify service restoration with a Customer, (h) any other act or omission on the part of Customer, or (i) down time caused by the LEC/PTT local loop for periods where the LEC/PTT's maintenance support is not available, or (j) any other event beyond the reasonable control of Verizon Enterpise Solutions (Non-Verizon Enterpise Solutions Cause).