SLA

5G Service Level Agreement

Rev 1.2 - 18 Aug 2009-09-18

This Service Level Agreement (SLA) is provided in addition to our contractual obligations under the terms and conditions for a 5Gcomms Group Leased Line and is limited in scope to wholly UK provided circuits with a contract length in excess of eleven months.
This document is part of the commitment that 5Gcomms provides to all customers and outlines the remedies available should 5Gcomms fail to meet our own high level of support and service.

Guarantees

5Gcomms guarantees that the following minimum standards are met at all times.

Network Backbone Availability

The 5Gcomms backbone has a 100% availability guarantee.

To claim, the following must be submitted to 5Gcomms: Three date and time stamped ICMP traceroutes, taken at least one hour apart, within a four hour window, from the customer LAN must be submitted showing unavailability within the 5Gcomms backbone.

Network Latency

There will be no more than an average of 120 milliseconds latency between any two routers on the 5Gcomms backbone measured over a one hour period.

To claim, the following must be submitted to 5Gcomms: Three date and time stamped ICMP traceroutes, taken at least one hour apart, within a four hour window, from the customer LAN showing a latency problem within the 5Gcomms backbone.

Support Performance

5Gcomms undertakes to return calls made to the Duty Support Engineer outside 5Gcomms Business Hours within 1 hour.

If a fault is subsequently raised a remedy will be applied.
To claim, the following must be submitted to 5Gcomms: Date, time, and number called.

The 5Gcomms customer fault reference.

Customer Circuit Availability

Where the circuit from the customer premises to the 5Gcomms point of presence was ordered by 5Gcomms, we will offer a 99.96% availability guarantee from 5Gcomms to the customer connection point on the 5Gcomms provided Managed Router regardless of the provision by a third-party (e.g. BT). This guarantee excludes problems caused by power disruption at the customer premises or any customer device and associated cabling. This clause does NOT apply to transit customers, customers with circuit backup services such as ISDN/ADSL or alternate/bonded leased lines or where customer premises hardware has not been provided by 5Gcomms.
To claim, the following must be submitted to 5Gcomms:
The 5Gcomms customer fault reference.

• A copy of the attached device running configuration.
• A copy of the attached device SHOW VERSION (or non-Cisco equivalent) output.
• A copy of the attached device SHOW INTERFACE (or non-Cisco equivalent) output for the interface facing 5Gcomms during the outage.

Customer Circuit Repair Time

Where a circuit from the customer premises to the 5Gcomms point of presence was ordered by 5Gcomms, we will offer a 6 5Gcomms Business Hours return to service guarantee, regardless of the provision by a third-party (e.g. BT), in the event of a circuit failure. This guarantee excludes problems caused by power disruption at the customer premises or the customer router and associated cabling. This clause does NOT apply to transit customers.

To claim, the following must be submitted to 5Gcomms:

• The 5Gcomms customer fault reference
• The time of the first contact with 5Gcomms.

Router Repair Time

Where 5Gcomms supply, configure and install a Cisco router, we will provide automatically a 4hour response and 4hr fix 24/7 as standard.

Exclusions

In all cases scheduled maintenance, as notified to the customer 48 hours in advance and emergency maintenance where notified to the customer 4 hours in advance are both exempt from claims under this SLA. Emergency maintenance carried out with less than 4 hours notice may be exempt, should the impact of not carrying out the maintenance cause a breach of the SLA. Denial of Service attacks against the customer's service is also exempt from claim under this SLA.

Remedies

Should any of the above metrics be breached then a service credit will be issued against the customer's circuit. The limit for claims is 10 days in a single 30 day period and 30 days in any 12 month period.

5Gcomms Network Backbone Availability

For each 1% of lack of availability the customer will receive 1 day of service credit. Only one of Customer Circuit Availability, 5Gcomms Network Backbone Availability or 5Gcomms Network Latency can be claimed in a single month.

5Gcomms Network Latency

For each 1% of substandard performance the customer will receive 1 day of service credit. Only one of Customer Circuit Availability, 5Gcomms Network Backbone Availability or 5Gcomms Network Latency can be claimed in a single month.

5Gcomms Support Performance

For each incident where support does not return a call within the specified period the customer will receive 0.5 days of service credit.

Customer Circuit Availability

For each 1% of lack of availability the customer will receive 1 day of service credit. Only one of Customer Circuit Availability, 5Gcomms Network Backbone Availability or 5Gcomms Network Latency can be claimed in a single month.

Customer Circuit Repair Time

For faults that are not remedied within the 6 business hours above the following remedies will be applied to the customers account:

• 6-8 hours = 1 day
• 8-12 hours = 1.5 days
• 12-16 hours = 2 days
• 16-24 hours = 2.5 days
• 24+ hours = 3 days

Claims

To claim against this SLA the customer must submit a claim in writing to:
Technical manager
Universal Telecom 5G
Phoenix House
Desborough Park Road, High Wycombe, HP12 3BQ

Providing the information shown in the section entitled remedies above. 5Gcomms aims to reply and resolve all such claims within 30 days of receipt. Claims must be made within 30 days of the incident and proof of posting is not a proof of receipt.

Additional Information

5Gcomms Group reserves the right to amend, modify or alter the thresholds and metrics measured by the SLA or change the level of remedy afforded to customers. Changes will be notified to the nominated contact at the customer organisation on a 30 day basis. A full, current copy of this SLA will be maintained online at http://www.5Gcomms.com/ with a version number and publication date included. For the avoidance of doubt the following terms have been used in this document and have the following meanings: "Attached Device" is defined as being the piece(s) of hardware that connect directly to the 5Gcomms provided Customer Premises Router.

"Remedy" is a credit made to a customers account upon the confirmation that a breach of this SLA has been made.5Gcomms will apply credit within 30 days of the confirmation of a breach and the customer is expected to continue to make payments to cover outstanding invoices until such time as the credit has been applied. At no stage will 5Gcomms make payments other than in the form of service credits.

"Traceroute" is a generic term for a number of different software tools capable of providing network path diagnostics.
Due to the nature of the protocol used (ICMP) and the priority applied to efficiently route packets within 5Gcomms's network, instantaneous results from a particular router may indicate a breach of this SLA but repeated tests must be taken to eliminated expected performance changes due to load. Customers should also be aware that ICMP echo requests may be suppressed for network security reasons and other diagnostic measure may be requested in these instances. A breach of SLA will not be remedied should such a security measure be in place.

"Backbone" is the network owned and operated by 5Gcomms and includes all links, hardware and devices used to transmit packets within the facilities operated by 5Gcomms. For the avoidance of doubt, Border devices used to delineate the Backbone from customer premises equipment are always sited in facilities operated by 5Gcomms and the Backbone is defined as starting at the connected port on this device.

If you have any questions on 5G's SLAs or any of our telecom services, get in touch and we'll be happy to help.