2010 019 Ordinance - Laserfiche WebLink

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2.3. iVetwork Uptime Service Level Agreement. The Service Leve! Agreement for uptime is defined as the amount of tfine a Subscriber has service as measured over the course of the year. (a) Our basic Service Level Agreement for:Network uptime for managed Ethernet, MPLS, VPN and Internet Service Delivery is 99.99%. (b) 4ur basic Service Level Agreement forhosted VoIP services and S1P trunking services Is 99.99% (c) Our baslc Service Level Agreement for Fiber Services (OneCommunity Indefeasible Rights of Use (IRU) and leased fiber optic services) is 99.9% (d) Custom uptime levels may be negotiated and documented in Addendum B. (e) Planned or Emergency Maintenance events are not factored into the Service Uptime Calculation (f} OneCommunity calculates netwark uptime during a calendar manth as foilows: Availability (within calendar month) _ ltotal minutes in monthl-(total minutes of unavailabilitv in month) Total minutes in a month 2.4. Mean Time to Repafr (MTTR) Service Level Agreement is based upon the amount of time it takes io restore services measured from tha time the ticket is apened.to the time the ticket is c[osed. MTTR tfines vary based on whether the problem being addressed physically resides on the OneCornrnunity Network (On-Net) or on a third party provicter/Subscriber netwark (Off-Net). internet/volP/51P Four (4) Hours OneCommunlty On-Net servlces Internet/VoIP/SIP S1x {6} Nours OneCommunity 0ff-Net services I Fiber Servlces (OneCommunity On-Net Only) Eight (8) Hours Nate: Force Ma)eare acts are not covered under OneCommuntty's MTTR SLA. Force MaJeure includes, without Iimitation: fire, flood, lightenirtg, exploslon, war, act of terrorism, strike, riots, embargo,' labor dispute, government requirement, civil or miliiary authority, act ot Gad or nature, acts or £ailure to act of any governmental authorify. 2.5. Definition and Classiftcat}on of Service butases. The following represent the OneCommunity NOCs standard classlfication for incoming trouble tfckets and network Issues: ................... ,.. .. ._....._.?.. ..._.._ _:...::-_-: .._...._:?. ........... ..:....:........... . - ...:. - . ::............. . . ....... ._....?...... -- -- ..._.................?....._ ....... .?.___..... ......._ ... .....:......,...,........ ...::....,.,.........._... :....::.:.:..:...:....:.:..:.:-:::::.->::::..,-_::-:-..?:-_:. ,::; . z::.? , ... ....:..... ..... .. ...?........._.<.:..::.,: ......., ..:._:_......_._ : _....._...._..._ ................. _.... :`:...=:;. ...,...._.....,_.?._._.?.........<..._....,. . . _ .>...... P...? ,_.;_.. - - - - :_:._,::-._:::__=:_:.:.:_?:_:_.,?.?.:--::;->:::,::?.:_:::_.:._.:.,:..;.:>,:,,.,:-::-:-?:,:;,.:=.:.:.:_;._.;=?::--?.:::::.:?:•_::::=.,:_;_: =_='?,::. 0- Catastrophfc Outage • Prfority 0 Is defined as an entire network affecting outage that afifects a large majarity of customars and it caused by coinplete . failure of a device or fiber optics system. • Prioriry 0 outage alsa includes a carrier partner network outage where afl or most customers connected through a carrier partner Is without service 1- Cr(tical Ouiage • Priority 1 is defined as an outage affecting a single castomer where service is unavaliable for use. 2- Major Outage • Priority 2 outage is defined as an autage affecting a singie zustomer where service is intermittent buY still usa6le 3- Minor 0utage • Priority 3 outage is defined as an outage affecting one customer where service Is availabfe but servfce Is slow or minor packetloss OtIeC:o t"1'lt"T'1Ltt 1Cty Page 2 of 4 Revision 541412,2