Availability SLA. For purpose of the Availability SLA, the duration of a Service Outage shall be deemed to commence upon the opening of a Verifiable Trouble Ticket by LightEdge Technical Support, in response to the Customer request, and ends when the Service Outage ends. Trouble tickets, where the Service Outage cannot be verified with LightEdge's standard diagnostic procedures, do not count towards the Availability SLA. Availability shall be indicative of LightEdge’s ability to route packets from the Customer to any peering point or upstream transit provider. This SLA does not warrant that such packets will arrive at their destination nor does it warrant that the destination will respond or be able to send packets back to the Customer. On-Net circuit: 99.99% availability Each hour service is unavailable above SLA goal qualifies the Customer for a credit of 3% of MRC up to a maximum of 50% of MRR for affected service.
Appears in 3 contracts
Sources: Business Internet Service Agreement, Business Internet Service Agreement, Business Internet Service Agreement