Service Level Agreement Applicable to T1, E1, T3, E3, Ethernet, and OCx/STMx customers with minimum one‐year term commitments
Network Latency Masergy will meet or be less than the average roundtrip latency times between Masergy hubs shown below on Table 1 (Network Latency). Latency is calculated by averaging five (5) minute latency measurements between Masergy's inter‐city transit backbone routers monthly. In the event that Masergy fails to meet the latency measurement set forth in Table 1 (Network Latency) in any given calendar month during the term of Masergy's agreement with the Customer, and the Customer has service between the affected hubs, Customer will be eligible to receive a credit equal to one day of its affected site's monthly recurring Masergy port service fees (excluding local access circuit charges) for the month in which the average latency measurement set forth above is not met. In order to be eligible for the Network Latency credit, Customer must notify Masergy of the latency failure within thirty (30) business days of the end of the month in which the failure occurred. Customers should report and make claims via the Masergy Intelligent Service Control application, which can be accessed by clicking on the Log In link located on the Masergy web site www.masergy.com ; claims may also be submitted via electronic mail sent to CustomerSupport‐
[email protected]. Latency failures caused by Force Majeure events do not apply and any resulting latency data will not be used in the calculation of the monthly latency measurement.
Packet Delivery Masergy will meet the following packet delivery metrics between Masergy hubs: Normal
Priority
Critical (within CSIR)
Voice (within CSIR)
99.9%
99.9%
99.99%
100%
Video (within CSIR) 100%
In the event that Masergy fails to meet its packet delivery target in any given calendar month, Customer will be eligible to receive a credit equal to one day of the affected site's monthly recurring Masergy port service fee (excluding local access circuit charges) for the month in which the packet delivery target is not met. In order to be eligible for the packet delivery credit, Customer must notify Masergy within thirty (30) business days of the end of the month in which the packet delivery failure occurred. Packet delivery will be tested and calculated by Masergy. Customers should report and make claims via the Masergy Intelligent Service Control application, which can be accessed by clicking on the Log In link located on the Masergy website www.masergy.com ; claims may also be submitted via electronic mail sent to CustomerSupport‐
[email protected]. Packet delivery failures caused by Force Majeure events do not apply and any increments of time affected by such events will not be used in the calculation of the monthly packet delivery measurement.
Service Installation Masergy will meet the following service installation intervals:
35 business days from date of order acceptance by Masergy for T1 in US 40 business days from date of order acceptance by Masergy for On Net E1 in Europe and Asia Pac 65 business days from date of order acceptance by Masergy for Off Net E1 in Europe and Asia Pac 50 business days from date of order acceptance by Masergy for T3 in US Individual Case Basis STMx/OCx, Ethernet, T1, E1, E3, T3 in Rest of World (ROW)
If Masergy does not meet these installation intervals, then Customer will be eligible to receive a credit equal to 100% of the Masergy Port Non‐Recurring Charge for that circuit. Eligibility for the Service Installation credit is dependent upon Masergy's receipt and acceptance of a signed Customer Service Order Form with the appropriate Service Agreement (or Master Service Agreement, as applicable), completed Customer Information Form and Customer passing a Masergy credit check. The Service Installation remedy shall not apply if special construction is required for circuit delivery, to Customer‐ordered local access circuits, to installation delays attributable to acts or omissions of Customer or end‐user or to Customer's or end‐user's equipment, or to delays attributable to Force Majeure events. For E1 installations in Europe and AsiaPAC, On Net and Off Net refers to the Masergy selected tail circuit provider network.
Service Availability Masergy is committed to delivering during each month of the term of Customer's agreement with Masergy network availability of: Contiguous US 99.999%
Europe 99.999%
Asia Pac 99.9%
Rest of World 99.75%
Service Availability is defined as: Percentage Availability = A/M *100, where A is the total number of minutes during the month for which the service was available and M is the total number of minutes in the month. In the event that the Service is unavailable and fails to meet the availability target due to a Masergy network outage (outside of maintenance periods or a planned maintenance outage coordinated with Customer), Customer will be eligible to receive a credit equal to two days of the affected site's monthly recurring Masergy port service fee (excluding fees for Masergy‐ordered local access circuits) for each cumulative hour that the Masergy Services contracted for by Customer were unavailable during the month in which the outage event(s) occurred, not to exceed one month's port service fees. In order to be eligible for the service unavailability credit and term reduction, Customer must either (a) be notified by Masergy of the outage event in accordance with the outage notification procedures set forth below or (b) notify Masergy's Customer Support within thirty (30) business days of the outage event with verification by Masergy of the outage. The length of service unavailability will be calculated by Masergy based upon timeframes for opening/closing Customer service tickets. Outages caused by acts or omissions of Customer or end‐user or Customer's or end‐user's unauthorized use of the service, or by network maintenance, repairs, improvements or modifications deemed necessary by Masergy in its sole discretion, or by outages attributable to Customer‐ordered local access circuits, or Customer provided broadband access, or by Customer or end‐user premise equipment failure, or by Force Majeure events caused by an action not under Masergy's direction or control shall not be included in the calculation of service unavailability.
Proactive Outage Notification In the event of a service outage, Masergy will proactively deliver notification to Customer within five (5) minutes of Masergy's confirmation of a Customer‐affecting outage as detected by Masergy's Network Management System. Masergy's standard procedure is to monitor the Customer's circuit on five (5) minute monitoring cycles. Two monitoring cycles of no response shall constitute service unavailability and will trigger initiation of proactive outage notification procedures by Masergy. The proactive outage notification process will involve Masergy delivering notification to the Customer's specified point of contact, as specified in the Masergy Customer Information Form, via email, telephone, or pager that an outage has occurred. In the event that Masergy does not provide this proactive outage notification, Customer will be eligible to receive a credit equal to one day of the affected site's monthly recurring Masergy port service fee (excluding local access circuit charges), not to exceed one month's port service fees. Customer must request this credit within thirty (30) business days of the outage event for which proactive notification was not provided. Customer shall be ineligible to receive remedies if Masergy's failure to notify is due to outdated, incomplete or inaccurate contact information on the Masergy Customer Information Form due to Customer's action or omission, or if Masergy's failure to notify is due to Force Majeure events.
Jitter SLA: Video and Voice Service Plane Maximum IP Packet Jitter Masergy's target for maximum delay variance between Masergy hubs for Video and Voice Enabled services is less than 1 millisecond. This SLA applies to packets on the Video and Voice Service Planes only. In the event that Masergy misses its jitter target in any given calendar month, Customer will be eligible to receive a credit equal to one day of its monthly recurring Video and Voice Grade IP service fee(s) (excluding local access circuit charges and basic data port fees) for the month in which the target is not met. In order to be eligible for the jitter credit, Customer must notify Masergy within thirty (30) business days of the end of the month in which the maximum delay variance metric was missed.
Fast Fail‐Over SLA: Video and Voice Service Plane Network Recovery If any link on the Masergy network being used for Video or Voice becomes unavailable during a Voice or Video call, the link will transparently be rerouted on an alternate standby path in less than one (1) second. This SLA applies to traffic on the video and voice service planes only. In the event that Masergy misses its network recovery SLA target in any given calendar month, Customer will be eligible to receive a credit equal to one day of the affected site's recurring Video and Voice Grade IP service fee(s) (excluding local access circuit charges and basic data port fees) for the month in which the target is not met. In order to be eligible for the recovery credit, Customer must notify Masergy within thirty (30) business days of the end of the month in which the packet delivery metric was missed. This section defines the service level commitments for Masergy's Cloud Communication Services ("CC") including Global Cloud Communications ("GCC") and related hosted voice and SIP trunking services. Cloud Communications Service Description – Masergy's Cloud Communications Service is an enhanced business voice communications service whereby the voice communications are converted to Internet Protocol ("IP"). All IP traffic flows are carried through a combination of the customer's LAN, Masergy's core network, Masergy's network, or a third‐party trusted network provider. This service is often generically referred to as "Voice over IP" or "VoIP."
Cloud Communications Service Outage – A "Service Outage" for voice services is defined as a Masergy Cloud Communications Service outage in which at least 25% of the telephone extensions that are enabled with Masergy's voice service are unable to make or receive calls, excluding those telephone extensions that are sending or receiving calls off‐net via third party network provider offering a managed IP communication offering. In the event of a Service Outage of the Cloud Communications Service as set forth above, Customer will be eligible to receive a percentage of compensation based on the Cloud Communications Monthly Recurring Charge (CC MRC). The percentage shall not exceed 100% of the CC MRC for the specific building location impacted.
Service Level Credit
1 hour =< outage/month < 4 hours
5% of the CC MRC
4 hours =< outage/month < 8 hours
10% of the CC MRC
8 hours =< outage/month < 16 hours
20% of the CC MRC
16 hours =< outage/month < 32 hours
50% of the CC MRC
32 hours =< outage/month
100% of the CC MRC
Customer must notify Masergy within thirty (30) business days of the end of the month in which the Cloud Communications Service Outage occurred. NOTES relating to all types of Service Credit
Service Credit is defined to be one or more days' free Service credited to the Customer against the monthly bill for service, in the next billing cycle following the date on which the service credit was determined. One day's free Service is defined to be the monthly recurring port charge divided by 30 days. The maximum amount credited to a Customer in any one month will not exceed the monthly recurring port fee. SLA timeframes exclude periods during which (i) Masergy does not have access to the premises where access lines to Services are terminated; or (ii) Customer doesn't release services for testing and/or repair and continues to use them on an impaired basis. SLAs exclude interruptions caused by Customer (or Customer premises equipment), Customer provided local access, or other users of the Services. SLAs exclude interruptions resulting from Customer's (or its end‐users) unauthorized or unlawful use of the Services.
Masergy has the right to alter Availability SLAs for ROW with written notice to customer prior to Masergy ordering the local access circuit. Customer may cancel order upon notification if this SLA change is unacceptable. Last revised: July 8, 2016
92
33
177
24
49
54
143
68
64
63
255
231
230
224
17
163
38
PHILADELPHIA
PHOENIX
PUERTO RICO
SAO PAULO
SEATTLE
SAN FRANCISCO
SAN JOSE
SHANGHAI
SINGAPORE‐P
SINGAPORE‐W
SYDNEY
TAMPA
TOKYO
TORONTO
25
238
245
246
270
78
79
84
158
64
59
7
11
27
108
9
49
33
35
67
73
85
84
69
70
222
35
233
101
43
41
57
2
11
36
58
15
297
231
94
ASBN
PARIS
NEW YORK CITY
60
LOS ANGELES‐G
26
61
LOS ANGELES‐B
NEWARK
236
HYDERABAD
38
18
HOUSTON
MINNEAPOLIS
218
HONG KONG
17
117
FRANKFURT
18
26
DALLAS‐C
MIAMI
24
DALLAS‐B
MIAMI NAP
41
DENVER
57
19
WASHINGTON, DC
MEXICO CITY
8
CHARLOTTE
57
25
CHICAGO
LAS VEGAS
48
CAYMAN ISLANDS
99
32
BOSTON
100
282
BEIJING
LONDON
246
SLOUGH
18
109
BANGALORE
ATLM
ASHBURN
ATLANTA
AMSTERDAM
98
255
123
297
196
195
267
162
161
164
164
142
153
88
20
85
86
120
123
124
161
153
11
12
163
164
156
124
230
9
132
130
132
92
102
108
156
90
294
159
AMST
235
130
259
165
59
58
133
227
226
245
374
277
245
226
160
223
224
256
259
260
295
240
157
158
235
236
12
260
95
166
268
266
253
230
239
245
291
228
162
BANG
BEIJ
285
127
288
201
105
103
32
224
223
242
417
327
240
298
295
295
296
271
294
295
289
236
286
287
231
232
152
268
67
301
260
263
250
298
289
273
321
300
21
180
48
251
247
248
273
83
81
85
164
63
73
9
89
7
8
45
48
49
80
74
81
80
83
84
218
49
236
98
57
55
59
14
25
32
72
BOSB
77
202
39
263
269
270
294
103
105
109
157
63
85
64
155
72
73
77
32
33
92
98
147
146
95
96
281
56
257
164
64
62
77
59
55
65
CAYM
14
160
41
232
219
221
246
60
59
56
165
70
63
30
107
26
27
14
41
42
70
50
99
98
63
64
235
42
209
116
47
44
27
35
32
CHIL
35
169
24
230
236
237
261
69
70
75
150
61
56
17
101
20
19
45
24
25
58
64
94
92
61
62
230
25
225
110
33
31
48
12
CHRL
24
179
35
239
246
247
271
79
80
85
160
65
61
6
91
9
8
48
35
36
68
74
84
83
70
72
221
45
234
100
44
42
59
DCAO
41
135
47
209
196
197
223
33
32
36
169
83
43
56
131
53
54
25
54
55
51
24
123
122
43
44
244
24
186
140
20
18
DENF
57
150
30
204
210
211
235
47
48
53
162
67
26
47
129
50
49
42
37
38
35
41
121
120
37
38
256
7
198
138
3
DFWB
60
147
32
202
208
209
233
44
45
55
164
69
24
49
131
53
51
44
39
41
37
41
123
122
35
36
258
9
196
140
DFWC
106
263
131
305
204
203
274
162
161
164
239
150
161
96
12
92
94
128
131
132
161
161
19
20
163
164
164
132
237
FRAI
221
59
224
143
42
41
43
160
166
177
353
263
176
234
231
231
232
207
230
231
225
172
222
223
167
168
85
204
HKCA
55
155
24
209
215
216
240
53
54
59
156
62
32
41
123
44
43
48
31
32
41
47
116
114
43
44
251
HSTN
226
120
250
155
55
54
123
217
216
235
364
268
235
216
157
213
214
247
250
251
286
231
147
149
226
227
HYDE
76
118
61
173
180
181
205
12
13
35
187
101
13
76
163
79
78
62
67
68
62
8
155
154
2
LAXB
75
117
59
172
179
180
204
11
12
33
186
100
12
75
162
78
77
61
66
67
61
7
154
153
LAXG
88
246
113
290
189
188
259
152
151
154
223
132
143
78
11
75
76
110
113
114
151
143
2
LONB
89
247
114
289
188
187
258
153
152
155
224
133
144
79
12
76
77
111
114
116
152
144
LONI
57
122
63
177
184
185
209
17
18
39
189
103
18
72
152
68
69
48
69
70
67
LSVG
83
169
57
230
236
237
261
69
70
78
184
98
56
73
160
76
75
68
64
65
MEXC
Table 1: Network Latency
55
175
9
236
243
244
268
76
77
81
130
37
63
41
123
44
43
55
2
MIAP
54
174
8
235
242
243
267
75
76
80
129
38
62
39
122
43
42
54
MIAS
27
157
54
230
217
218
244
57
56
60
169
83
61
43
119
39
41
MPLS
17
184
42
246
243
244
269
78
77
80
160
58
67
3
85
2
NWRK
15
174
43
247
242
243
268
77
76
79
158
57
68
5
84
NYCM
97
254
122
298
197
196
268
153
160
155
231
141
152
87
PARC
19
177
39
244
245
246
271
80
79
83
162
61
65
PHLB
75
127
55
182
188
189
213
21
23
44
176
90
PHNX
70
207
45
268
274
275
299
109
110
114
163
PTRC
164
297
135
358
364
365
390
194
195
200
SAOP
68
127
74
201
188
189
214
24
23
SEAD
65
107
69
182
169
170
195
2
SFOK
66
108
68
181
170
171
196
SNJS
257
98
260
173
76
75
SHAG
232
72
236
107
2
SNGP
231
70
235
108
SNGW
244
170
229
SYDN
54
176
TAMP 164
TOKY TORO
