These SLAs apply to all Customers executing an agreement for Enterprise Mobility Dial Access service after February 1, 2004 and to Customers with Standard Level SLAs prior to that date. Customers with Corporate or Gold level SLAs may get a copy of their SLA from their Verizon Enterpise Solutions account team.
The Global Network Accessibility, Global Network Login Success Rate, Global Network Throughput, and Average Connect Speed SLAs are based on Verizon Enterpise Solutions-designated Points of Presence ("POPs") in the Verizon Enterpise Solutions Dial Access Network ("DAN") and certain third-party or non-DAN numbers ("Extended DAN").
The Global Network Accessibility SLA is that the percentage of successful dial-up connections established between Verizon Enterpise Solutions rotary dial tools ("RDTs") and Verizon Enterpise Solutions rotary groups ("RGs") for a given number of attempts shall equal or exceed 98% for the DAN and 93% for the Extended DAN.
RDTs dial at random into each RG on a continual basis. Global Network Accessibility for a month is determined by dividing the total number of successful test connections across all tested zones for that month by the total number of test calls across all tested zones for that month and multiplying the result by 100%. The calculation of Global Network Accessibility utilizes a weighted average associated with each zone tested. The weighted average may be adjusted once each quarter, based on the number of billed hours through each zone that is tested compared to the total number of billed hours through all zones. Testing zones are determined solely by Verizon Enterpise Solutions and may be adjusted from time to time. For the purposes of calculating Global Network Accessibility, a successful connection is any connection attempt that did not result in a busy signal. The DAN and the Extended DAN are tested separately.
See below.
The Global Network Login Success Rate SLA is that the percentage of successful PPP sessions established between RDTs and RGs for a given number of attempts shall equal or exceed 95% for the DAN and 85% for the Extended DAN.
RDTs dial at random into each RG on a continual basis. Global Network Login Success Rate for a month is determined by dividing the total number of successful test PPP sessions across all tested zones for that month by the total number of test calls across all tested zones for that month and multiplying the result by 100%. The calculation of Global Network Login Success Rate utilizes a weighted average associated with each zone tested. The weighted average may be adjusted once each quarter, based on the number of billed hours through each zone that is tested compared to the total number of billed hours through all zones. Testing zones are determined solely by Verizon Enterpise Solutions and may be adjusted from time to time. For purposes of calculating Global Network Login Success Rate, the number of successful test PPP sessions is defined as the total number of test calls placed minus the total number of test calls that did not result in the establishment of a successful test PPP session due to factors such as, but not limited to, a busy or dropped connection condition. The DAN and the Extended DAN are tested separately.
See below.
The Global Network Throughput SLA is average throughput of 100% for both the DAN and the Extended DAN.
The Global Network Throughput SLA is based on the average time it takes an RDT to download a compressible file from an Verizon Enterpise Solutions Internet FTP server using the FTP protocol over a dial-up connection. RDTs dial at random into each RG on a continual basis and attempt to download a specified compressible file. The file is compressed as part of the transmission process. Time spent before requesting the compressible file is not included in the measurement. The throughput for each test is determined according to the following formula:
The calculation of Global Network Throughput utilizes a weighted average associated with each zone tested. The weighted average may be adjusted once each quarter, based on the number of billed hours through each zone that is tested compared to the total number of billed hours through all zones. Testing zones are determined solely by Verizon Enterpise Solutions and may be adjusted from time to time.
The average of the results for all throughput tests performed in a month is the Global Network Throughput for that month. The DAN and the Extended DAN are tested separately.
See below.
The SLA for the Average Connect Speed is 42Kbps for RGs with v.90 modems. The Average Connect Speed SLA applies globally to services on the DAN.
The Average Connect Speed is calculated during the course of measuring the Global Network Throughput and is the average data transfer speed reported for all compressible file downloads between RDTs and RGs in a given month.
See below.
The North American Network Latency SLA is average round-trip transmissions of 45 milliseconds or less between Verizon Enterpise Solutions-designated inter-regional transit backbone network routers ("Hub Routers") in the contiguous United States.
The European Network Latency SLA is average round-trip transmissions of 30 milliseconds or less between Verizon Enterpise Solutions-designated Hub Routers within Europe.
The Transatlantic Network Latency SLA is average round-trip transmissions of 90 milliseconds or less between a Verizon Enterpise Solutions-designated Hub Router in the New York metropolitan area and an Verizon Enterpise Solutions-designated Hub Router in the London metropolitan area.
The Network Latency SLA is only available on the DAN.
Latency shall be measured by averaging sample measurements taken during a calendar month between Hub Routers.
See below.
North American Network Packet Delivery SLA is packet delivery of 99.5% or greater between Verizon Enterpise Solutions-designated Hub Routers in the contiguous United States.
The European Network Packet Delivery SLA is packet delivery of 99.5% or greater between Company-designated Hub Routers within Europe.
The Transatlantic Network Packet Delivery SLA is packet delivery of 99.5% or greater between an Verizon Enterpise Solutions-designated Hub Router in the New York metropolitan area and an Verizon Enterpise Solutions-designated Hub Router in the London metropolitan area.
The Packet Delivery SLA is only available on the DAN.
Packet Delivery shall be measured by averaging sample measurements taken during a calendar month between Hub Routers.
See below.
Verizon Enterpise Solutions's performance with respect to each SLA shall be determined on the basis of Verizon Enterpise Solutions data and testing of currently published, Verizon Enterpise Solutions-designated POPs in the DAN, Verizon Enterpise Solutions-designated Hub Routers, as indicated above, or currently published, third-party or non-DAN numbers. In calculating compliance with the above SLAs, Verizon Enterpise Solutions will exclude (a) testing failures resulting from malfunction of testing infrastructure or software, (b) service or testing failures due to reasons of Force Majeure (as defined in the applicable service agreement) and, for the Extended DAN only, (c) testing failures resulting from local, long distance and international service malfunctions.
Customer may request a credit if Verizon Enterpise Solutions's failure to meet any of the above SLAs in a given month has adversely affected Customers use of dial-up services obtained from Verizon Enterpise Solutions. To claim a credit, Customer must submit a complete Verizon Enterpise Solutions claim form on or before the thirtieth (30) calendar day from the date the SLA results were posted. Customers sole remedy for Verizon Enterpise Solutions's failure to meet any and all SLAs shall be to receive a credit equal to the pro-rated charges for one (1) day of the Verizon Enterpise Solutions dial-up access charges, net of discounts and taxes, billed to Customer for the month in which Verizon Enterpise Solutions failed to meet the SLA for each SLA Verizon Enterpise Solutions has failed to meet. For any given month, the maximum credit available to Customers is a credit equal to nine (9) days of the pro-rated charges for one month of the Verizon Enterpise Solutions dial-up access charges.