TECHNICAL SERVICE LEVEL AGREEMENTS. The Contractor shall provide and manage the following Technical SLAs.
TECHNICAL SERVICE LEVEL AGREEMENTS. The Contractor shall provide and manage the following Technical SLAs. Basic (B) Standard (S) Premier (P) Bidder’s Objective Commitment (B, S or P) T1 ≥ 99.2% ≥ 99.5% ≥ 99.8% S DS3 ≥ 99.7% ≥ 99.8% ≥ 99.9% S OCx ≥ 99.7% ≥ 99.8% ≥ 99.9% S
TECHNICAL SERVICE LEVEL AGREEMENTS. The Contractor shall provide and manage the following Technical SLA’s. Basic (B) Standar d (S) Premier (P) Bidders Objective Commitment (B, S or P) DS1 ≥ 99.2% ≥ 99.5% ≥ 99.8% P DS3 ≥ 99.7% ≥ 99.8% ≥ 99.9% P ISDN PRI ≥ 99.2% ≥ 99.5% ≥ 99.8% P 1.5.4.7.1 Availability (M-S) SLA Name: Availability Definition: The percentage of time a CALNET service is fully functional and available for use each calendar month. Measurement Process: The monthly Availability Percentage shall be based on the accumulative total of all Unavailable Time derived from all trouble tickets closed, for the affected Circuit ID (as defined in the Data Dictionary), per calendar month. The monthly Availability Percentage equals the Scheduled Uptime per month less Unavailable Time per month divided by Scheduled Uptime per month multiplied by 100. Scheduled Uptime is 24 x number of days in the month. All Unavailable Time applied to other SLAs, which results in a remedy, will be excluded from the monthly accumulated total. Service(s): Toll-Free Network Access Transport (Section 1.5.2.3) Objective(s): Rights and Remedies Per Occurrence: N/A Monthly Aggregated Measurements: First month the service fails to meet the committed SLA objective shall result in a 15 percent rebate of the TMRC. The second consecutive month the service fails to meet the committed SLA objective shall result in a 30 percent rebate of TMRC. Each additional consecutive month the service fails to meet the committed SLA objective shall result in a 50 percent rebate of the TMRC. Basic (B) Standard (S) Premier (P) Bidders Objective Commitment (B, S or P) Toll-Free Network Access Transport ≤ 3 hours ≤ 2 hours ≤ 1 hour B
TECHNICAL SERVICE LEVEL AGREEMENTS. The Contractor shall provide and manage the following Technical SLAs. Basic (B) Standard (S) Premier (P) Bidders Objective Commitment (B, S or P) EPL, EP-LAN and EVPL MAE Service 10/100 Mbps ≥ 99.2% ≥ 99.5% ≥ 99.9% P EPL, EP-LAN and EVPL MAE Service 1Gbps ≥ 99.2% ≥ 99.5% ≥ 99.9% P EPL, EP-LAN and EVPL MAE Service 10 Gbps ≥ 99.2% ≥ 99.5% ≥ 99.9% P 3.5.8.1 Availability (M-S) SLA Name: Availability Definition: The percentage of time a CALNET 3 service is fully functional and available for use each calendar month. Measurement Process: The monthly Availability Percentage shall be based on the accumulative total of all Unavailable Time derived from all trouble tickets closed, for the affected service (Per Circuit ID), per calendar month. The monthly Availability Percentage equals the Scheduled Uptime per month less Unavailable Time per month divided by Scheduled Uptime per month multiplied by 100. Scheduled Uptime is 24 x number of days in the month. All Unavailable Time applied to other SLAs, which results in a remedy, will be excluded from the monthly accumulated total. Services: MAE Service Objective(s): The objective shall be based on the UNI physical interface: Rights and Remedies Per Occurrence: N/A Monthly Aggregated Measurements: First month the service fails to meet the committed SLA objective shall result in a 15 percent rebate of the TMRC. The second consecutive month the service fails to meet the committed SLA objective shall result in a 30 percent rebate of TMRC. Each additional consecutive month the service fails to meet the committed SLA objective shall result in a 50 percent rebate of the TMRC. Xxxxxx understands the Requirement and shall meet or exceed it? Yes X No SLA Name: Catastrophic Outage 1 (CAT 1) Definition: The total loss of service at a single address based on a common cause resulting in the failure of five (5) UNIs or any cumulative UNI failure equal to, or greater than, 10 Gbps.
TECHNICAL SERVICE LEVEL AGREEMENTS. The Contractor shall provide and manage the following Technical SLA’s. Basic (B) Standard (S) Premier (P) Bidders Objective Commitment (B, S or P) Converged VoIP Service ≥ 98.7% ≥ 99.2% ≥ 99.5% S AT&T Unified Communication (UC) Service ≥ 99.2% S Converged VoIP Voice Mail Service ≥ 98.9% ≥ 99.2% ≥ 99.5% S SIP Trunk ≥ 98.9% ≥ 99.2% ≥ 99.5% S AT&T Managed Local Area Network Service (MLAN) ≥ 99.2% S AT&T Network Based IP VPN Remote Access (ANIRA) ≥ 99.2% S AT&T VPN – Network Based Firewall ≥ 99.2% S 1.2.9.8.1 Availability (M-S) SLA Name: Availability Definition: The percentage of time a CALNET service is fully functional and available for use each calendar month. Measurement Process: The monthly Availability Percentage shall be based on the accumulative total of all Unavailable Time derived from all trouble tickets closed, for the affected Circuit ID (as defined in the Data Dictionary), per calendar month. The monthly Availability Percentage equals the Scheduled Uptime per month less Unavailable Time per month divided by Scheduled Uptime per month multiplied by 100. Scheduled Uptime is 24 x number of days in the month. All Unavailable Time applied to other SLAs, which results in a remedy, will be excluded from the monthly accumulated total. Objective(s) A applies to the following Services: Converged VoIP Service (1.2.3.2) AT&T Unified Communication (UC) Service Converged VoIP Voice Mail Service (1.2.3.5) Audio Conferencing (1.2.4) SIP Trunk AT&T Managed Local Area Network Service (MLAN) AT&T Network Based IP VPN Remote Access (ANIRA) AT&T VPN – Network Based Firewall AT&T Managed Router Solution (MRS) Applications Traffic Analyzer WAN Acceleration Service AT&T Telepresence Solution - Hosted Objective(s) A: AT&T Managed Router ≥ 99.2% S Solution (MRS) Applications Traffic ≥ 99.2% S Analyzer WAN Acceleration ≥ 99.2% S Service AT&T Telepresence ≥ 99.2% S Solution - Hosted
TECHNICAL SERVICE LEVEL AGREEMENTS. The Contractor shall provide and manage the following Technical SLAs. Basic (B) Standard (S) Premier (P) Bidder’s Objective Commitment (B, S or P) NBCC Service ≤ 6 hours ≤ 4 hours ≤ 2 hour S Voice Tone IVR ≤ 6 hours ≤ 4 hours ≤ 2 hour S
TECHNICAL SERVICE LEVEL AGREEMENTS. The Contractor shall provide and manage the following Technical SLA’s. Basic (B) Standard (S) Premier (P) Bidders Objective Commitment (B, S or P) DS0 ≥ 98.9% ≥ 99.2% ≥ 99.5% S DS1 ≥ 99.2% ≥ 99.5% ≥ 99.8% S DS3 ≥ 99.7% ≥ 99.8% ≥ 99.9% S ISDN PRI ≥ 99.2% ≥ 99.5% ≥ 99.8% S 1.1.4.8.2 Availability (M-S) SLA Name: Availability Definition: The percentage of time a CALNET 3 service is fully functional and available for use each calendar month. Measurement Process: The monthly Availability Percentage shall be based on the accumulative total of all Unavailable Time derived from all trouble tickets closed, for the affected service (Per Circuit ID), per calendar month. The monthly Availability Percentage equals the Scheduled Uptime per month less Unavailable Time per month divided by Scheduled Uptime per month multiplied by 100. Scheduled Uptime is 24 x number of days in the month. All Unavailable Time applied to other SLAs, which results in a remedy, will be excluded from the monthly accumulated total. Services:
TECHNICAL SERVICE LEVEL AGREEMENTS. 2.3.6.1 Provisioning (M-S) SLA Name: Provisioning Definition: Provisioning shall include new services, moves, adds and changes completed by the Contractor on or before the due dates. The Provisioning SLA shall be based on committed installation intervals established in this SLA or due dates negotiated between Customer and Contractor documented on the Contractor’s order confirmation notification or Contracted Service Project Work SOW in accordance with IFB-B SOW Section B.2.5.4 #7 (Provisioning and Implementation). The Contractor shall meet the committed interval dates or due date negotiated with the Customer. If the Customer agrees to a negotiated due date, the negotiated due date supersedes the committed interval. At the Customer’s discretion, if the scope of the Service Request(s) meets the Coordinated or Managed Project criteria, negotiated due dates will be established and documented in the Project Schedule per IFB-B SOW Business Requirements Section B.6 (Contracted Service Project Work). Provisioning SLAs have two (2) objectives: Objective 1: Individual Service Request; and Objective 2: Successful Install Monthly Percentage by Service Type. Note: Provisioning timelines include extended demarcation wiring, when appropriate. Measurement Process: Objective 1: Individual Service Request: Install intervals are based on the committed installation intervals established in this SLA or due dates negotiated between Customer and Contractor. This objective requires the Contractor to meet the due date for each individual Service Request. Objective 2: Successful Install Monthly Percentage per service Type: The Contractor shall sum all individual Service Requests per service, as listed below, meeting the objective in the measurement period (per month) and divide by the sum of all individual Service Requests due per service in the measurement period and multiply by 100 to equal the percentage of Service Requests installed on time. The Contractor must meet or exceed the objective below in order to avoid the rights and remedies. Service (Features must be installed in conjunction with the service except when listed below) Committed Interval Calendar Days Coordinated/Managed Project Web Conferencing Named Hosts – per seat 1 - 50 seats 5 Coordinated/Managed Project Web Conferencing Named Hosts - per seat 51 - 200 seats 10 Coordinated/Managed Project Web Conferencing Named Hosts – per seat over 200 seats 15 Coordinated/Managed Project Objective(s): Objective 1: Individual ...
TECHNICAL SERVICE LEVEL AGREEMENTS. The Contractor shall provide and manage the following Technical SLAs. SLA Objective Table 1 – Required Network Side Interface Basic (B) Standard (S) Premier (P) Bidder’s Objectiv e Commitment (B, S or P) T1/FT1 ≥ 99.2% ≥ 99.5% ≥ 99.8% S T3/FT3 ≥ 99.7% ≥ 99.8% ≥ 99.9% S OCX/OCXc ≥ 99.7% ≥ 99.8% ≥ 99.9% S Ethernet 1 Mbps up to 1 GbE (Gigabit Ethernet) ≥ 99.2% ≥ 99.5% ≥ 99.8% S Ethernet 10 GbE ≥ 99.2% ≥ 99.5% ≥ 99.8% S
TECHNICAL SERVICE LEVEL AGREEMENTS. The Contractor shall provide and manage the following Technical SLAs. Basic (B) Standard (S) Premier (P) Bidder’s Objective Commitment (B, S or P) OCX ≥ 99.7% ≥ 99.8% ≥ 99.9% S
