SLA (Service Level Agreement)

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Dedicated Service Level Agreement (SLA) v1.0

Internet T1 knows that you can't afford to be let down by your Internet Service Provider. That's why Internet T1 makes commitments to its customers in the form of Service Level Agreements - SLA - that provide certain rights and remedies regarding the availability and performance of Internet T1's network. SLA does not include local loops provided by the LEC.

Monthly Service Availability:
Internet T1's target for Monthly Service Availability for each T1, DS3, OC3, Fast Ethernet and Gigabit Ethernet End User Circuit is 99.99%. If Internet T1 does not meet the Monthly Service Availability Target for an End User Circuit per the above definition and Customer requests a credit, Internet T1 will provide Customer a credit of (1-day) of the monthly recurring charge for that End User Circuit for each (four-hour) or (fraction thereof, round to the nearest 15 minutes) of Service Outage experienced by the End User Circuit in excess of the Service Availability Target ("Service Availability Credit"); provided that in no case the aggregate of all Service Availability Credits and TTR Credits (defined below) exceed the total monthly recurring charged billed for such End User Circuit during such month.

Packet Loss over the Internet:
Internet T1 guarantees less than 1% average packet loss over the Internet within the continental United States. Packet Loss is calculated by averaging measurements between various points on the Internet T1 network during a one-month period. If our average packet loss is more than 1% in the US over a month period, all eligible Internet T1 customers will receive one day of credit for the affected service on their next monthly invoice.

Latency over the Internet:
Internet T1 guarantees that the average monthly latency for round-trip transmissions will be 65 milliseconds or less within the continental United States. Latency is calculated by averaging measurements between various points on the Internet T1 network over a one-month period. If the average monthly latency exceeds our guarantee, all eligible Internet T1 customers will receive one day of credit for the affected service on their next monthly invoice.

Time to Restore Service:
Internet T1's target for Time to Restore Service for each time a T1, DS3, OC3, Fast Ethernet and Gigabit Ethernet End User Circuit experiences a Service Outage is 4 hours. If Internet T1 does not meet the time to Restore Service Target for a Service Outage on an End User Circuit per the above definition and Customer requests a credit, Internet T1 will provide Customer a credit of 10% of the monthly recurring charge for that End User Circuit ("TTR Credit"), in addition to any other applicable credits for Service Availability, provided that in no case the aggregate of all Service Availability Credits and TTR Credits (defined below) exceed the total monthly recurring charged billed for such End User Circuit during such month.

Claims and Credit Availability:
In the event Customer experiences a service interruption and is unable to transmit and receive data, Internet T1 determines that such interruption was caused by Internet T1's inability to provide said services for reasons within Internet T1's control and not as a result of any actions or inactions of Customer equipment or any third parties (including failure of third party equipment); and such inability is not a result of standard scheduled maintenance of Internet T1's equipment or services, Internet T1 will, upon Customers request, credit Customer's account. It is the Customer's responsibility to identify, request and document all valid SLA claims and corresponding credits. To be eligible for service credits, customer must first report service availability, delay, or delivery events to Internet T1 through standard trouble reporting/ticket mechanism, as set forth in Internet T1's Customer Policies. Internet T1 will notify Customer of its resolution of the reported event. Customer must claim any applicable service credits by the 15th day of the month following the month in which the reported incident was resolved (in the case of credits for Service Availability and Time to Restore).
Customer must be current in all of its invoices to be eligible for any credits.

Co-location Service Level Agreement (SLA) v1.0

Internet T1 knows that you can’t afford to be let down by your Internet Service Provider. That’s why Internet T1 makes commitments to its customers in the form of Service Level Agreements – SLA – that provide certain rights and remedies regarding the availability and performance of Internet T1's network.

Network Availability over the Internet
Network connections from the Internet T1 data center to the Internet within the continental United States will be available to customers free of Network Outages 100% of the time. Internet T1 will provide Customer a credit of (1-day) of the monthly recurring charge for every 30 minutes or (fraction thereof, round to the nearest 15 minutes) of Service Outage experienced by the Server Colocation Customer. Provided that in no case the aggregate of all Network Availability Credits exceed the total monthly recurring charged billed for a Server Colocation Customer during such month.

Packet Loss over the Internet:
Internet T1 guarantees less than 1% average packet loss over the Internet within the continental United States. Packet Loss is calculated by averaging measurements between various points on the Internet T1 network during a one-month period. If our average packet loss is more than 1% in the US over a month period all eligible Internet T1 customers will receive one day of credit for the affected service on their next monthly invoice.

Latency over the Internet:
Internet T1 guarantees that the average monthly latency for round-trip transmissions will be 65 milliseconds or less within the continental United States. Latency is calculated by averaging measurements between various points on the Internet T1 network over a one-month period. If the average monthly latency exceeds our guarantee, all eligible Internet T1 customers will receive one day of credit for the affected service on their next monthly invoice.

Claims and Credit Availability:
In the event Customer experiences a service interruption and is unable to transmit and receive data, Internet T1 determines that such interruption was caused by Internet T1's inability to provide said services for reasons within Internet T1's control and not as a result of any actions or inactions of Customer equipment or any third parties (including failure of third party equipment), and such inability is not a result of standard scheduled maintenance of Internet T1's equipment or services, Internet T1 will, upon Customers request, credit Customer's account. It is the Customer’s responsibility to identify, request and document all valid SLA claims and corresponding credits. To be eligible for service credits, customer must first report service availability, delay, or delivery events to Internet T1 through standard trouble reporting/ticket mechanism, as set forth in Internet T1’s Customer Policies. Internet T1 will notify Customer of its resolution of the reported event. Customer must claim any applicable service credits by the 15th day of the month following the month in which the reported incident was resolved (in the case of credits for Service Availability and Time to Restore).
Customer must be current in all of its invoices to be eligible for any credits.

 

Back Up Service Level Agreement (SLA) v1.0

Internet T1 knows you can't afford to be let down by your Internet Service Provider. That's why Internet T1 makes commitments to its customers in the form of Service Level Agreements - SLA - that provide certain rights and remedies regarding the availability and performance of Internet T1's network.
Monthly Service Availability:

Internet T1's target for Monthly Service Availability for each BACK UP End User Circuit is 99.9%. If Internet T1 does not meet the Monthly Service Availability Target for an End User Circuit per the above definition and Customer requests a credit, Internet T1 will provide Customer a credit of (1-day) of the monthly recurring charge for that End User Circuit for each (Eight-hour) or (fraction thereof, round to the nearest 15 minutes) of Service Outage experienced by the End User Circuit in excess of the Service Availability Target ("Service Availability Credit"); provided that in no case the aggregate of all Service Availability Credits and TTR Credits (defined below) exceed the total monthly recurring charged billed for such End User Circuit during such month.

Packet Loss over the Internet:
Internet T1 guarantees less than 1% average packet loss over the Internet within the continental United States. Packet Loss is calculated by averaging measurements between various points on the Internet T1 network during a one-month period. If our average packet loss is more than 1% in the US over a month period, all eligible Internet T1 customers will receive one day of credit for the affected service on their next monthly invoice.

Latency over the Internet:
Internet T1 guarantees that the average monthly latency for round-trip transmissions will be 140 milliseconds or less within the continental United States. Latency is calculated by averaging measurements between various points on the Internet T1 network over a one-month period. If the average monthly latency exceeds our guarantee, all eligible Internet T1 customers will receive one day of credit for the affected service on their next monthly invoice.

Time to Restore Service:
Internet T1's target for Time to Restore Service for each time an BACK UP End User Circuit experiences a Service Outage is 24 hours. If Internet T1 does not meet the time to Restore Service Target for a Service Outage on an End User Circuit per the above definition and Customer requests a credit, Internet T1 will provide Customer a credit of 10% of the monthly recurring charge for that End User Circuit ("TTR Credit"), in addition to any other applicable credits for Service Availability, provided that in no case the aggregate of all Service Availability Credits and TTR Credits (defined below) exceed the total monthly recurring charged billed for such End User Circuit during such month.

Claims and Credit Availability:
In the event Customer experiences a service interruption and is unable to transmit and receive data, Internet T1 determines that such interruption was caused by Internet T1's inability to provide said services for reasons within Internet T1's control and not as a result of any actions or inactions of Customer equipment or any third parties (including failure of third party equipment), and such inability is not a result of standard scheduled maintenance of Internet T1's equipment or services, Internet T1 will, upon Customers request, credit Customer's account. It is the Customer's responsibility to identify, request and document all valid SLA claims and corresponding credits. To be eligible for service credits, customer must first report service availability, delay, or delivery events to Internet T1 through standard trouble reporting/ticket mechanism, as set forth in Internet T1's Customer Policies. Internet T1 will notify Customer of its resolution of the reported event. Customer must claim any applicable service credits by the 15th day of the month following the month in which the reported incident was resolved (in the case of credits for Service Availability and Time to Restore).
Customer must be current in all of its invoices to be eligible for any credits.

E-mail: billing@Internett1.com