Common use of Service Level Commitment Clause in Contracts

Service Level Commitment.  The Service Level Commitment for PDR for domestic U.S., Global Tier A and Global Tier B locations is 99.995% for the EF class of service, 99.99% for the AF class of service and 99.5% for the BE or Default class.  Customers must open a Priority 2 Trouble Ticket for Service Degradation when a PDR issue first surfaces. Verizon will work with Customer to confirm the network transit times, repair problems and ensure customer’s applications are functioning.  Customers can measure PDR prior to opening a Trouble Ticket. Verizon may elect to use Customer’s measurements as a benchmark for the repair actions.  Upon confirmation by Verizon that a specific Managed Global Network does not comply with this SLC for PDR, Verizon has a period of thirty (30) calendar days from such confirmation to address the non-compliance with the SLC and close the applicable Trouble Ticket, without attracting any liability for payment of Service Credits for failure to meet the SLC.  If the Managed Global Network continues to not meet this SLC after the expiry of such thirty (30) day period, Customer shall qualify for Service Credits as specified below.  The Service Credit will be calculated as a percentage of the MRC for the affected part of the Managed Global Network and not as a percentage of the MRC for the entire network.

Service Level Commitment.  ● The Service Level Commitment for PDR for domestic U.S., Global Tier A and Global Tier B locations is 99.995% for the EF class of service, 99.99% for the AF class of service and 99.5% for the BE or Default class.  ● Customers must open a Priority 2 Trouble Ticket for Service Degradation when a PDR issue first surfaces. Verizon will work with Customer to confirm the network transit times, repair problems and ensure customer’s applications are functioning.  ● Customers can measure PDR prior to opening a Trouble Ticket. Verizon may elect to use Customer’s measurements as a benchmark for the repair actions.  ● Upon confirmation by Verizon that a specific Managed Global Network does not comply with this SLC for PDR, Verizon has a period of thirty (30) calendar days from such confirmation to address the non-compliance with the SLC and close the applicable Trouble Ticket, without attracting any liability for payment of Service Credits for failure to meet the SLC.  ● If the Managed Global Network continues to not meet this SLC after the expiry of such thirty (30) day period, Customer shall qualify for Service Credits as specified below.  ● The Service Credit will be calculated as a percentage of the MRC for the affected part of the Managed Global Network and not as a percentage of the MRC for the entire network. ● For service issues that occur between pair Ports of the Private IP Network, including SCI, that result in two Customer connections impacted by each Service Issue, the MRC for Service Issue Service Level Standard credit purposes will be defined as the average of the MRCs for each of the two impacted Customer Cconnections.

Service Level Commitment.  ● The Service Level Commitment for PDR for domestic U.S., Global Tier A and Global Tier B locations is 99.995% for the EF class of service, 99.99% for the AF class of service and 99.5% for the BE or Default class.  ● Customers must open a Priority 2 Trouble Ticket for Service Degradation when a PDR issue first surfaces. Verizon will work with Customer to confirm the network transit times, repair problems and ensure customer’s applications are functioning.  ● Customers can measure PDR prior to opening a Trouble Ticket. Verizon may elect to use Customer’s measurements as a benchmark for the repair actions.  ● Upon confirmation by Verizon that a specific Managed Global Network does not comply with this SLC for PDR, Verizon has a period of thirty (30) calendar days from such confirmation to address the non-compliance with the SLC and close the applicable Trouble Ticket, without attracting any liability for payment of Service Credits for failure to meet the SLC.  ● If the Managed Global Network continues to not meet this SLC after the expiry of such thirty (30) day period, Customer shall qualify for Service Credits as specified below.  ● The Service Credit will be calculated as a percentage of the MRC for the affected part of the Managed Global Network and not as a percentage of the MRC for the entire network. ● For service issues that occur between pair Ports of the Private IP Network, including SCI, that result in two Customer connections impacted by each Service Issue, the MRC for Service Issue Service Level Standard credit purposes will be defined as the average of the MRCs for each of the two impacted Customer connections.

Service Level Commitment.  The Service Level Commitment for PDR for domestic U.S., Global Tier A and Global Tier B locations is 99.995% for the EF class of service, 99.99% for the AF class of service and 99.5% for the BE or Default class.  Customers must open a Priority 2 Trouble Ticket for Service Degradation when a PDR issue first surfaces. Verizon will work with Customer to confirm the network transit times, repair problems and ensure customer’s applications are functioning.  Customers can measure PDR prior to opening a Trouble Ticket. Verizon may elect to use Customer’s measurements as a benchmark for the repair actions.  Upon confirmation by Verizon that a specific Managed Global Network does not comply with this SLC for PDR, Verizon has a period of thirty (30) calendar days from such confirmation to address the non-compliance with the SLC and close the applicable Trouble Ticket, without attracting any liability for payment of Service Credits for failure to meet the SLC.  If the Managed Global Network continues to not meet this SLC after the expiry of such thirty (30) day period, Customer shall qualify for Service Credits as specified below.  The Service Credit will be calculated as a percentage of the MRC for the affected part of the Managed Global Network and not as a percentage of the MRC for the entire network.  For service issues that occur between pair Ports of the Private IP Network, including SCI, that result in two Customer connections impacted by each Service Issue, the MRC for Service Issue Service Level Standard credit purposes will be defined as the average of the MRCs for each of the two impacted Customer Connections.