Service Level Agreement

  1. Implementation SLA

    1. Standard: Verizon Enterpise Solutions will implement the PKI Service within 30 calendar days after Verizon Enterpise Solutions receives an order from Customer, and a Verizon Enterpise Solutions installation engineer has validated a complete version of the required configuration template that includes all necessary system and configuration information related to Customer.
    2. Remedy: A credit equal to 100% of the applicable PKI Service non-recurring charge, 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 PKI Service is not available to Customer.
    2. Remedy: A credit equal to one day's share of the applicable PKI Service monthly recurring charge for the Users affected by the unavailability of the PKI Service.
    3. Limitations: Verizon Enterpise Solutions's proactive notification standard is triggered when the Security Operations Center (SOC) receives an alert indicating that PKI Service 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 and updating appropriate contact information that can be used when the PKI Service is unavailable. 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 the PKI Service being unavailable. See also the General Terms provisions below.

  3. III. Availability SLA

    1. Standard: PKI Service will be available 99.95% of the time.
    2. Remedy: For each full percentage point below 100% that PKI Service is not available during a month, a credit equal to one day's share of the monthly recurring charge for the affected Users of the PKI Service(s).
    3. Limitations: PKI Service will not be considered unavailable during scheduled maintenance, except to the extent that such maintenance exceeds industry standards. See also the General Terms provisions below.

  4. General Terms

    1. Overview: Verizon Enterpise Solutions will provide PKI Service under a Verizon Enterpise Solutions service agreement incorporating this service level agreement ("SLA") by reference, in accordance with the standards and remedies set out in this PKI Service SLA. The term "PKI Service SLA" is used to refer collectively to all of the SLAs related to PKI 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., Implementation SLA or Proactive Notification SLA). Verizon Enterpise Solutions reserves the right to enhance or restrict the PKI Service SLA in whole or in part. The current PKI Service SLA language is available at In the event of an unforeseeable, material change to the PKI Service SLA which results in a documented, material, adverse effect to Customer, 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 change).
    2. Claims: To receive a remedy under the PKI Service 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 Implementation 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 Implementation 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 SLA. "One day's share" of the PKI Service monthly recurring charge is calculated by dividing the applicable PKI Service monthly recurring charge by the number of days in the billing cycle if a failure to meet a PKI Service SLA occurred. In no event may a Customer receive a total amount of credits for any month that exceeds the PKI Service monthly recurring charge for that month. The remedies provided in the PKI Service SLA for each SLA are Customer's sole remedy for any failure by MCI to meet the specified SLA.
    3. Exclusions: No PKI Service 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 PKI Service 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 Solutions's 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 or service monitoring purposes only (except with respect to the Implementation SLA); (7) a circuit outage (except with respect to the Availability SLA).

      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 or application components at the Customer location when access is required to complete trouble shooting, repair, diagnosis, or acceptance testing; (f) Customer's failure or refusal to release the related applications, systems or circuits 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").