dedicated internet sla
(dia/public circuit/broadband)
SERVICE LEVEL AGREEMENTS (“SLA”). This SLA sets forth the performance metrics applicable to Ntegrated’s Dedicated Internet Service as well as the terms and conditions governing the availability of Service Credits to Customer. The monthly measured SLA metrics are effective as of the first day of the second month after initial installation of a Service.
COMPONENTS INCLUDED
This SLA provides Customers purchasing Ntegrated’s Dedicated Internet Service with certain rights and remedies regarding the performance of the Ntegrated Network and underlying network components. (i.e., POP’s, routers, backbone) The Ntegrated Network is defined as the Ntegrated owned and operated Data (IP) routing infrastructure consisting of Network to Network interfaces and Ntegrated points of presence (POPS) as well as the connections utilized between them. Local access and connection facilities (i.e., the local loop or tail circuits) (“Local Access”) used to access the Ntegrated Network or vendor networks and any Customer equipment are not included as components of the Ntegrated Network for purposes of this SLA with the following exception: when Local Access is provided by Ntegrated, the “Network Availability SLA” set forth below will apply to the Local Access and Customer’s remedies will include Service Credits based on the availability of the Local Access. Under no circumstances will the SLA apply to any Local Access furnished or ordered directly by Customer from a third party or any equipment provided by the Customer.
NETWORK PORT AVAILABILITY
Network Port Availability measures “Network Downtime” versus “Network Uptime.” Network Downtime is based on periods when a Customer’s DIA port is unable to transmit and receive data, and Network Uptime includes all other periods. Network Downtime is recorded in the Ntegrated trouble ticket system, and is measured from the time a trouble ticket is opened within the Ntegrated trouble management system and Customer confirms service unavailability to the time the Affected Service is again able to transmit and receive data according to Ntegrated records. “Affected Service” refers to the DIA port that fails to meet the applicable SLA.
LATENCY
The average network delay (“Latency”) will be measured via roundtrip pings on an ongoing basis to determine an average monthly performance level for Latency at the relevant POPs.
Latency = Σ (Roundtrip Delay for relevant POP-POP trunks)/(Total Number of relevant POP-POP trunks) PACKET DELIVERY
Packet Delivery will be measured on an ongoing basis to determine an average monthly performance level for packets delivered between the relevant Intra U.S. POPs
JITTER
Jitter measures the interpacket delay variance and packet loss in the Ntegrated Network, and is measured on an ongoing basis by generating synthetic user datagram protocol (UDP) traffic.
Network Downtime = Remedy (Credit is applied to MRC of Affected Service)* | ||||
COMPONENTS | GOAL | Latency’ | Jitter’ | Packet Loss |
Broadband Services: DSL, Cable, EoC, EoF, 4G/5G | 100% | 50ms | 2ms | .5 % |
Fixed Wireless | 100% | 45ms | 2ms | .5 % |
Fiber | 100% | 45ms | 1ms | .1 % |
* Each cumulative hour that the Service performance goal is not attained qualifies Customer for credit equal to [1/720 x Customer Recurring Monthly Charges for applicable service(s)].
1 The term “ms” means milliseconds
INSTALLATION GOAL. For Service in the continental U.S., Ntegrated’s goal is to install Local Access within the following timeframes: copper facilities = 30 calendar days, fiber facilities = 90 calendar days.
REMEDIES
General. The provisions of this SLA set forth Customer’s sole and exclusive remedy for Service interruptions or Service deficiencies. Subject to the following terms and conditions, Customer will be eligible to receive a Service Credit for any such interruptions or deficiencies. Customer must request a Service Credit within five (5) days from: (i) the date the outage occurred or (ii) the date the goals for latency, packet delivery, or jitter were not met. Customer should direct the request to the Ntegrated Billing Department at billing@ntegrated.net. Customer’s request must be accompanied by the Ntegrated trouble ticket issued by the Ntegrated Network Operations Center (NOC). The maximum Service Credits issued in any one calendar month shall not exceed: (a) with respect to Network Availability, seven days’ charges pro-rated from the MRC of the Affected Service; or (b) with respect to latency, packet delivery or jitter, fifty percent (50%) of the MRC of the Affected Service. Under no circumstances will the aggregate Service Credit(s) issued in a single month exceed the equivalent of fifty percent (50%) of the MRCs for the Affected Service.
Exceptions. Customer will not be entitled to Service Credits when the failure to meet the SLA was the result of any of the following:
(a) the acts or omissions of Customer, its employees, contractors or agents, or End Users; (b) the failure or malfunction of equipment, applications or systems not owned or controlled by Ntegrated; (c) Force Majeure Events; or (d) scheduled service maintenance, alteration, or implementation.
MAINTENANCE
Normal Maintenance. Ntegrated will perform Normal Maintenance (or nonemergency maintenance) on the Ntegrated Network during the maintenance hours (windows) set forth below. “Normal Maintenance” refers to: (a) upgrades of hardware or software; (b) upgrades to increase capacity; or (c) other pre-scheduled network activity that may degrade the quality of the Service or cause Service interruptions. Ntegrated will use commercially reasonable efforts to perform all Normal Maintenance on Wednesday’s between 11 PM and 4 AM CST and Sunday’s 5 AM to 10 AM CST.
Emergency Maintenance. “Emergency Maintenance” refers to efforts to correct Ntegrated Network conditions, requiring immediate attention. The performance of Emergency Maintenance may degrade the quality of Services and may result in total disruption of Service. Ntegrated may undertake Emergency Maintenance at any time that it deems necessary in its sole discretion. Ntegrated shall provide Customer notice of Emergency Maintenance as soon as is reasonably practicable under the circumstances.
MTTR. Ntegrated’s mean time to repair objectives is (i) 4 hours for fiber optic Services; (ii) 12 hours for copper-based Services.
BROADBAND
Broadband services are asymmetric upstream/downstream Internet services where the upstream and downstream speeds are estimates (i.e., “up to” the specified speed) and the service is provided on a “best efforts basis” and cannot be guaranteed. When a Ntegrated Service contains a Broadband component, the SLA set forth above does not apply.
Typical SLA Elements for Broadband
1. Uptime/Availability
o Broadband is often delivered on a best-effort basis, meaning the provider may not guarantee uptime.
o However, if an SLA is offered, you might see:
§ 94–99% monthly uptime for small business broadband.
§ 98% or higher for business-class broadband.
2. Latency
o Broadband latency varies due to network congestion.
o Business-grade broadband might specify an average latency target, e.g. < 50 ms for domestic routes.
3. Packet Loss
o Often less than 1–2% on average, though broadband SLAs sometimes omit strict guarantees.
4. Mean Time to Repair (MTTR)
o Residential broadband may not guarantee a fix window; “as soon as possible” is common.
o Business broadband may aim for 8–24 hours MTTR but can also be “next available appointment.”
5. Compensation
o Some broadband SLAs offer service credits if metrics aren’t met (e.g., a percentage of monthly MRC for each hour/day beyond the agreed outage threshold). Ntegrated will follow the potential SLA credits per carrier.
o Credits are capped.
o Credits: Pro-rated daily MRC credit for violations if carrier offers, capped at a set percentage of the monthly bill. These will require a billing dispute.
