| QUICK LINKS |
| Installation Interval Service Level |
| Service Availability Service Level |
| Latency Service Level |
| Packet Delivery Service Level |
The Phase I Service Level Agreement ("SLA") has been replaced by Phase II. Phase II is available to all Internet DSL Office and Internet DSL Solo customers with at least a one-year term agreement.
Phase II will have four SLA components, with the following two categories for Latency and Packet Delivery service levels:
There are four components to the Phase II SLA: installation intervals, service availability, latency, and packet delivery. There are no proactive outage notifications or other components (no MTTR, no network performance to the actual DSL line) with this plan.
Phase II service levels apply only to Customers executing a minimum of a one-year term agreement for Verizon Business Internet DSL Office or Verizon Business Internet DSL Solo (for On-Net or Off-Net DSL service).
A customer must make a request to Verizon Business to obtain an SLA credit for any DSL SLA non-compliancy.
The remedies contained in this SLA shall be Customer's sole remedies for any SLA nonconformance with the service levels set forth below.
Service will be successfully installed within 40 business days - measured from the time a complete order is received by Verizon Business until the Service Activation Date. This SLA will not include any time waiting for a complete order from the customer, or for the correction of inaccurate, or incomplete information.
The "Start Time" for the Installation Interval is defined as the time a complete order is received by Verizon Business (including customer's proper completion of the Customer Information Form - "CIF"). The "Stop Time" is the "Service Activation Date" - defined as the date Verizon Business notifies Customer that the DSL local loop connection is available to route IP packets at Customer's site.
A customer has thirty business days from the date of installation to request a credit for a nonconformance. To request a credit, the customer must:
Verizon Business Verizon Business will use its order management system ("OMS") as the database of record to determine if installation took longer than 40 business days.
For an Installation Interval nonconformance, and subject to customer's compliance with the above-stated Process, a customer is entitled to receive a credit to its account equal to one month of its contracted monthly recurring charge (MRC).
The Service Availability Service Level is 99% availability (no more than 1% of downtime - minimum of 7½ hours) based on trouble ticket time. Downtime begins when a trouble ticket is opened with Verizon Business's Support Department for an outage. When Support receives a call, Support will use a ping/trace route tool to verify that the customer is down. This ping/trace information will be recorded in the ticket. Outage time that occurs before the ticket is opened is not counted. The outage stops when the Service is up and the trouble ticket is closed.
A customer has thirty business days from the end of the month during which the nonconformance occurred to request a credit. To receive a credit, a customer must:
For a Service Availability nonconformance, and subject to customer's compliance with the above-stated Process, a customer is entitled to receive a credit to its account for one day's worth of its contracted monthly recurring charge (MRC).
There are two categories for the Latency SLA: On-Net and Off-Net.
On-Net and Off-Net SLAs. The Latency SLA for On-Net Service is based on measurements covering the entire breadth of the Verizon Business DSL Network. The Latency SLA for Off-Net Service is measured on the Verizon Business backbone only, i.e., SLA metrics are taken from Verizon Business hub router to hub router.
| On-Net | Off-Net (backbone only) | |
| Latency (North America) | Average round-trip transmissions of 95 milliseconds or less between instrumented demarcation points within North America. | Average round-trip transmissions of 45 milliseconds or less between Verizon Business-designated inter-regional transit backbone network routers ("Hub Routers") in North America. |
| Measurement | Latency is measured as the average response time from an end-point to another point, i.e., from one instrumented demarcation point to a server. Verizon Business will promptly post results during the following month. | Latency of Verizon Business's backbone shall be measured by averaging sample measurements taken by Verizon Business during a calendar month between Hub Routers. |
| Results are posted here. | Results are posted here. |
A customer has thirty business days from the end of the month in which the nonconformance occurred to request a credit. To receive a credit, a customer must:
The Verizon Business billing department will use the website referenced above in Measurement to verify a Latency nonconformance.
For a Latency nonconformance, and subject to customer's compliance with the above-stated Process, a customer is entitled to receive a credit to its account for one day's worth of its contracted monthly recurring charge (MRC).
There are two categories for Packet Delivery: On-Net and Off-Net
On-Net and Off-Net SLAs. The Packet Delivery SLA for On-Net Service is based on measurements covering the entire breadth of the Verizon Business DSL Network. The Packet Delivery SLA for Off-Net Service is measured on the Verizon Business backbone only, i.e., SLA metrics are taken from Verizon Business hub router to hub router.
| On-Net | Off-Net (backbone only) | |
| Packet Delivery (North America) | 99% or greater between Verizon Business-designated Hub Routers in North America. | 99.5% or greater between Verizon Business-designated Hub Routers in North America. |
| Measurement | Packet Delivery is measured based on the percentage of test packets that reach their intended destination, divided by the total number of test packets sent. Verizon Business will promptly post results during the following month. | Packet Delivery for Verizon Business's backbone shall be measured by averaging sample measurements taken by Verizon Business during a calendar month between Hub Routers. |
| Results are posted here. | Results are posted here. |
A customer has thirty business days from the end of the month in which the nonconformance occurred to request a credit. To receive a credit, a customer must:
The Verizon Business billing department will use the website referenced above in Measurement to verify a Packet Delivery nonconformance.
For a Packet Delivery nonconformance, and subject to customer's compliance with the above-stated Process, a customer is entitled to receive a credit to its account for one day's worth of its contracted monthly recurring charge (MRC).