Service Level Agreement (SLA)
Network Service Level Agreement
Network Service Level Agreement This Service Level Agreement (SLA)
applies only to OL Communications customers receiving service within
the contiguous United States who are (i) customers of OL Communications
T1/T3/OC3/OC12, or (ii) collocation and dedicated server customers
This SLA provides
Customer with certain rights and remedies regarding the performance
of the OL Communications. The "OL Communications" means the OL Communications owned and operated Internet Protocol (IP) routing infrastructure
consisting solely of OL Communications measurement devices at selected
OL Communications points of presence ("Selected POPs") and the connections
between them in the forty-eight continental United States. The amount
of credit available per month is subject to a cap described below.
goal is to make the OL Communications available to Customer free
of Network Outages for 100% of the time. A "Network Outage" is an
instance in which no traffic can pass in or out of Selected POPs
for more than 15 consecutive minutes.
request (in accordance with the procedure set forth below), OL Communications will issue a credit to Customer for Network Outages occurring
during any calendar month that are reported by Customer to OL Communications and confirmed by
OL Communications measurements of the OL Communications. Such credit will be equal to one day's worth of
the monthly Access Fee (as defined below) paid by Customer, multiplied
by each hour (or portion thereof rounded to the next hour) of the
cumulative duration of such Network Outages, not to exceed in any
calendar month the Access Fee paid by Customer for that month.
goal is to keep Average Round-Trip Latency on the OL Communications
to 150 milliseconds or less. "Average Round-Trip Latency", with
respect to a given month, means the average time required for round-trip
packet transfers between Selected POPs on the OL Communications during
such month, as measured by OL Communications.
If Average Round-Trip
Latency on the OL Communications for a calendar month exceeds 150
milliseconds, then upon Customer's request (in accordance with the
procedure set forth below), OL Communications will issue a credit
to Customer equal to and not to exceed in any calendar month one
day's worth of the Access Fee (as defined below) paid by Customer
for such month.
Packet Loss Guarantee
goal is to keep Average Packet Loss on the OL Communications to 3%
or less. "Average Packet Loss", with respect to a given month, means
the average percentage of IP packets transmitted on the OL Communications during such month that are not successfully delivered, as
measured by OL Communications.
Packet Loss exceeds 3% during a calendar month, then upon Customer's
request (in accordance with the procedure set forth below), OL Communications will issue a credit to Customer equal to and not to exceed
in any calendar month one day's worth of the Access Fee (as defined
below) paid by Customer for such month. The terms of this SLA relating
to Average Round-Trip Latency and Average Packet Loss will take
effect the first full calendar month after Customer's first use
of the OL Communications.
Access Fee Definitions
server Customers, the Acess Fee consists solely of the base monthly
fee paid by Customer for standard server packages, including the
use of the server, the use of electricity to the extent provided
to the Customer without additional charge, and up to the amount
of data transfer allowed each month without additional charge. The
Access Fee for purposes of the SLA credit excludes all other fees
which might be charged to the Customer, including, without limitation,
charges relating to managed services, incremental bandwidth usage
and fees for electricity, extra IP addresses, RAM, or hard drives
beyond that which is available without additional charge under OL Communications standard rates. This list of potentially excluded fees
is offered solely for purposes of illustration and not by way of
Fee for all other Customers is the base monthly access fee paid
by Customer for use of the applicable OL Communications service at
the amount of data transfer allowed each month without additional
charge, excluding set-up fees, fees for additional services, and
for server and other types of options. Such excluded fees will vary
by the type of applicable service, and could consist of fees for
local loop, extra and/or burstable bandwidth, add-on components,
extra IP addresses, hourly support charges, electricity when an
additional fee is charge for such an item, and managed services.
This list of potentially excluded fees is offered solely for purposes
of illustration and not by way of limitation.
anything in the SLA to the contrary, Customer shall not receive
any credits under this SLA in connection with any failure or deficiency
of the OL Communications caused by or associated with:
- a. Circumstances beyond OL Communications reasonable control,
including, without limitation, acts of any governmental body,
war, insurrection, sabotage, embargo, fire, flood, strike or
other labor disturbance, interruption of or delay in transportation,
unavailability of or interruption or delay in telecommunications
or third party services, failure of third party software or
inability to obtain raw materials, supplies, or power used in
or equipment needed for provision of the Service Level Agreement;
- b. Failure of access circuits to OL Communications, unless
such failure is caused solely by OL Communications;
- c. General telco failure;
- d. Emergency and scheduled maintenance and upgrades;
OL Communications will do everything in its power to notify customers of
maintenance cycles however maintenance cycles may be performed
without notification to the customer in advance.
- e. DNS issues outside the direct control of OL Communications;
- f. Outage or error of any OL Communications measurement system;
- g. Customers' acts or omissions, including without limitation,
any negligence, willful misconduct, or use of the OL Communications
or OL Communications services in breach of OL Communications
Terms and Conditions and Acceptable Use Policy, by Customers
or others authorized by Customers.
OL Communications will periodically (on average every 15 minutes) measure
the Network at Selected POPs using software and hardware
components capable of measuring application traffic and responses
at such Selected POPs. Customer acknowledges that not every POP
may be covered by such measurements, that such measurements may
not measure the exact path traversed by Customer's packets, and
that such measurements constitute measurements across the OL Communications but not other networks to which Customer may connect.
OL Communications reserves the right to periodically change the measurement
points and methodologies it uses without notice to Customer.
Credit Request and Payment Procedures
Requests for credits must be made on the Web site designated by OL
Communications. Each request in connection with a Network Outage must be
received by OL Communications within seven days of the Network Outage.
Each request in connection with Average Round-Trip Latency or Average
Packet Loss in a calendar month must be received by OL Communications
within seven days after the end of such month.
Each validly requested credit will be applied to a Customer invoice within
2 billing cycles after OL Communications receipt of such request.
Credits are exclusive of any applicable taxes charged to Customer
or collected by OL Communications, and are subject to the caps described
in the various SLA categories.
Notwithstanding anything in this SLA to the contrary, the total amount credited
to a Customer in connection with Network Outages, Average Round-Trip
Latency, and Average Packet Loss shall not exceed in any calendar
month, when combined, the Access Fee paid by Customer for such month.
In addition, the total amount credited under this SLA and under
any other service level agreement or form of performance guarantee
with respect to a Customer shall not exceed in any calendar month,
when combined, the fees paid for the applicable services subject
to such service level agreements or performance guarantees.
OL Communications reserves the right to change or modify this SLA at any
time effective upon the posting thereof on this website. Except
as set forth in this SLA, OL Communications makes no claims regarding
the availability or performance of the OL Communications or OL Communications services.
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