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2.3. Network Uptime Service Level Agreement. The Service Level Agreernent for uptime is defined as the amount of time <br />a Subscriber has service as measured over the course of the year. <br />(a) Our basic Service Level Agreement for Network uptime for managed Ethernet, MPLS, VPN and Internet Service <br />Delivery is 99.99%. <br />(b) our basic Service Level Agreement for hosted VoIP services and SIP trunking services is 99.99% <br />(c) our basic Service Level Agreement for Fiber Services (oneCommunity fndefeasible Rights of Use (iRU) and <br />leased fEber optic services) (s 99.4% <br />(d) Custom uptime levels may be negotiated and, documented in Addendum B. <br />(e) - Planned or Emergency Maintenance events are not factored ineo the Service Uptime Calculation <br />(f) OneCommunity calcutates network uptime during a cafendar month as foilows: <br />Availability (wlthin catendar month) =Lota1 minutes in mo m nutes En a monthvailabilitv in mon <br />Total th) <br />2.4. Mean Time to Repair (MT1'Rl Service Level Aareement !s based upon the amount of time it takes to restore services <br />measured from the time the ticlcet is operted to the time the ticket is closed. MTTR t4mes vary based on whether the <br />prablem being addressed physicalty resides on the OneCommunity Network (On-Net) or on a third party <br />provfder/Sabscriber network (Off-Net). <br />??.w..._.---__--- ?.:.•?;.,<_..-.>,-=-- --:-,- - -- - <br />?internet/Vo1P/S!P Four (4) Hours <br />OnaCommunity On-Net se;vices <br />Internet/VoIP/5!P Six (6) htours <br />OneCommunity Of€-Net services ??ght (8) Hours <br />FiberServices (OneCommuniry On-Net Only) <br />ote: Force Majeure acts are not covered under OneCommunitys Ml7R SiA. Force MaJeure includes, without Iimitation: flre, fiood, lightening, <br />explosion, war, act of terrorism, strike, riots, embargo, labar dispute, government requlrement, civil or mllitary authortty, act of God or nature, <br />acts or faifure to act of any governmental authority. <br />2.5. Definition and Classificat+on of Service Outa e? s• The following represent the OneCommunity NOCs standard <br />classification for incoming trouble tickets and network issues; <br />? <br />r'N:c^'`•,_='.?_:H :i s_ .r - . ;?. 4 1:'V.. .L !. 1 ' ?--t T" <br /> <br />J <br />J outage that <br />ctin <br />ff <br />k <br />o - Catastrophic outage g <br />e <br />a <br />• Priority 0 is defined as an entire networ <br />s and it caused by complete <br /> affects a large majority of customer <br /> failure of a device or ftber optics system. <br /> . Priority 0 outage also includes a carrier partner network outage <br /> t custorners connected through a carrier <br />ll <br /> or mns <br />where a <br /> partner !s without service <br /> • Priority 1 Is defined as an outage affecting a single customer <br />1- Critical Outage <br /> where service is unavailable for use. <br /> a Prloritjr 2 outage is defined as an outage affecting a single <br />Z- MaJor Outage r where service is intermittent but sti{l usabfe <br />t <br /> ome <br />cus <br /> • Prtority 3 outage is deflned as an outage affecting one <br />3- Minor Outage e is avalEable but service is slow or minor <br />i <br />h <br /> c <br />ere serv <br />customer w <br /> packetloss <br />onecotmtmunity <br />Page 2 of 4 <br />Revisioct 541412,2