Voice Level Agreement Sample Contracts
VOICE LEVEL AGREEMENTVoice Level Agreement • February 14th, 2020
SERVICE CRITERIA MEASUREMENT AND FREQUENCY OF MEASUREMENT TARGET SERVICELEVEL Availability SA = Uptime / (Total Time – Excused Downtime) x 100 Where:Uptime means: The time (measured in minutes) in any month during which the Service can be used by the Customer as intendedTotal time means: the time (measured in minutes) in any monthExcused Downtime means: the time (measured in minutes) in any month during which the Service is not available due to any of the following:a. Force Majeureb. Failure of Customer equipmentc. Any Act or omission of the Customer or End Userd. Planned maintenancee. Permitted suspension by Zynet of the Service 99.90%