SLA for VNS Full Service Sample Clauses

SLA for VNS Full Service. Under the VNS Full Service, Verizon manages the VNGVirtual Network Function. ▪ A VNF is defined as the VNFVirtual Network Function servicing a specific customer site. There may be one or more VNF’s servicing a specific customer location. Each VNF is covered by this SLA. ▪ Availability of the Virtual Network FunctionVNF(s) is affected by supporting components provided by Verizon: Network, host platform (on premises server uCPE or Verizon’s Hosted Network Service) and VNF software. ▪ Failures of any of these components affect the availability of one or more of the VNF’s to service a specific customer site. Verizon agrees to deliver service levels for each VNF and maintains and restores those components to meet those Service Levels. ▪ The following are the TTR and installation Service Levels for VNS Full Service: Parameter U.S. EMEA/Canada LATAM/APAC TTR 4 Hours* 4 Hours* 4 Hours* VNF Installation (Excludes Network installation) 45 Calendar days (Excludes Hawaii) Not Available Hot Available *Review Regional Access Operational Performance level deviations in Appendix A for VNF TTR as it relates to the WAN.details ▪ The following are the definitions of back up: o No VNF backup – Site where the VNF has a single network circuit with no network service backup and no uCPE or HNS backup. o Single VNF backup -Site where the VNF has a single uCPE or HNS, a primary network, service and backup network service (redundant circuit, Verizon provided cellular, DSL, or other backup through diverse circuits). o Dual VNF bBackup-– Site where there are two uCPE or HNS hosts each with the VNF, a primary network, service and backup network service (redundant circuit, Verizon provided cellular, DSL, or other backup through diverse circuits) ▪ For Availability and Time to Repair TTR SLA metrics, the SLA excludes the amount of time that: o Verizon is awaiting feedback or an approved maintenance window from Customer. o The ticket status is ‘On Hold’ status as requested by Customer. o The problem is caused by a software bug for which no workaround or patch is available. Verizon monitors the stability of the service after an incident is perceived to be resolved. ▪ The SLA clock will resume when the customer permits repairs to continue or when Verizon receives feedback from the vendor or manufacturer on a software or configuration problem.
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