TelePacific Communications - Voice Data & Integrated Service Level Agreement • rx,'Tele• Pacific
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TelePacific Communications-Voice,Data and Integrated
Service Level Agreement(SLA)
1. General
TelePacific Communications is committed to providing its customers with the highest quality voice, integrated and data
services. As a result,TelePacific will guarantee network service levels,for the following categories,if applicable to
services purchased: Network Availability Guarantee, Mean Time to Repair(MTTR)Guarantee, Latency Guarantee,
Packet Loss Guarantee and Jitter Guarantee. These guarantees apply to those services that utilize TelePacific's network
of T1, DS3 and Ethernet based services for its voice, integrated and/or data including those services described in Section
3 below. For integrated services the SLA will only apply to the service affected by the impairment.
TelePacific service is interrupted when it becomes unusable to the Customer because of failure of the TelePacific network
or facility component used to provide service under this agreement. An interruption period begins when an inoperative
service is reported to TelePacific and the service is released for testing and repair and ends when the service is operative.
2. Service Credit Claim Procedure and Limitations
The customer must initiate the service credit claim within 45 business days after the end of the month during or for which
the event occurred. TelePacific will take all measures it deems appropriate to investigate reported failures. In no event
shall the combined credits for the guarantees listed above,separately or combined with any other service credit claims
against TelePacific,exceed in any month the total monthly recurring charge owed by the customer for the service in that
month. No more than one service credit allowance shall be provided to a customer for an outage or interruption in service
from a single or the same occurrence.
No credit allowance for service interruptions will be made under the following circumstances:
• Interruptions caused by the negligence of the customer.
• Interruptions of a service due to the failure of equipment or systems provided by the customer or others.
• Interruptions of a service during any period in which TelePacific does not have access to the premises where the
service is located.
• Interruptions of a service when the customer has released the service to TelePacific for maintenance purposes,to
make rearrangements or for the implementation of an order for a change in the service during the time period that
was negotiated with the customer prior to the release of that service.
• Interruptions of service that are planned service interruptions.A planned service interruption is a service
interruption that is required to facilitate network maintenance or upgrades.TelePacific shall use reasonable efforts
to notify the customer one week in advance when a planned service interruption is scheduled to take place. In
the event an emergency should arise,TelePacific will attempt to notify the customer of a planned service
interruption as far in advance as possible
• Interruptions of service when the customer elects not to release the service for testing and/or repair and continues
to use it on an impaired basis.
• Interruptions caused by or related to labor difficulties,governmental orders,civil commotions,acts of terrorism,
criminal actions taken against TelePacific,acts of God and other circumstances beyond TelePacific's reasonable
control.
• Interruptions of service during periods of temporary discontinuance of service as specified in TelePacific's
applicable tariffs.
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3. Guarantees for Voice, Integrated and Data T1,DS3 and Ethernet Services
SLA Voice Integrated On net Data OneNet
Extended
Reach
Services Business SmartVoice, Internet T1, . Extended
Lines, PRI, OnePac, Fractional Reach—
SuperTrunk Flex,Mpower Internet T1, lower 48
Office Bonded T1, states.
DS3,Ethernet International
OneNet IP SLAs vary.
VPN
Dedicated
Internet
Access,and
Mpower
Connect
Demarc TPAC network or facility component used to provide service
Network 99.999%
Availability TelePacific Core Network
Time Interval Calendar Month
Remedy <4 hours$0
>=4 hours 1/30th MRC for each hour exceeding 4 hours
MTTR 4 hours
Local Access Circuit
Remedy <4 hours$0
>=4 hours 1/30`"MRC for each hour exceeding 4 hours
Latency 60 ms 60 ms 120 ms
Time Interval Month Calendar Calendar
Month Month
Remedy 1/30`"MRC 1/30th MRC 1/30th MRC
per 1ms per 1ms per 1 ms
above 60ms above 60ms above 120ms
average average average
Packet Loss <1% <=1% <=1%
Time Interval Month Calendar Calendar
Month Month
Remedy 1/30th MRC 1/30th MRC 1/30th MRC
per 1ms per 1%above per 1%
above 1% . 1% above 1%
Jitter @Net ONet
services only services only
COS1 COS1
<=5ms <=7ms
COS 2<=7 COS 2<=14
ms ms
Time Interval Calendar Calendar
Month Month
Remedy 1/30`"MRC 1/30`"MRC
for each 2ms for each 2ms
above SLA above SLA
for one Class for one Class
of Service of Service
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