Private IP Satellite Service Level Agreement
1. Private IP Satellite Access Service Level Agreement Summary
This Service Level Agreement "(SLA") sets key performance metrics for the Private IP Satellite Access Service. This SLA applies only to Private IP Satellite Access Service provided exclusively in the continental United States (CONUS) and only for Customers with the standard Antenna/BUC configurations with the Throughput level indicated in Table 1 below.
Customers may receive credits for failure by Verizon to satisfy the SLA as set forth below.
These metrics include Network Transit Delay, Network Packet Delivery, and Network Availability and range from 99.7% to 99.9% across the CONUS. Service level experienced by any particular customer will vary based on geographic location, antenna size and power, applications deployed on the network and other factors, as shown in Figures 1, 2, and 3. No delay, unavailability or other performance problem resulting from the exclusions set forth in Exclusions in Section 3 of this SLA will be counted in the determination of whether the threshold standard for any particular SLA has been met.
The term SLA is used to refer collectively to all of the SLAs related to the Verizon Private IP Satellite Access Service set forth in this document. Each individual standard and its related remedy are referred to by the name of the standard itself.
1.1 Network Transit Delay
Network Transit Delay is the monthly average delay for round-trip transmission between Verizon-designated origination and the destination demarcation points within the Verizon Satellite Network, as measured by Verizon. The Network Transit Delay standard is set forth in Table 1 below (following Section 1.2).
1.2 Network Packet Delivery
Network Packet Delivery is the percentage of packets delivered (i.e., not dropped) between Verizon-designated Verizon Private IP Satellite demarcation points, as measured by Verizon The Network Packet Delivery standard is set forth in Table 1 below.
Table 1. Network Transit Delay and Network Packet Delivery Based on Required Antenna/BUC Capacity and Throughput
| Region | Antenna/BUC Size | Maximum Throughput | Network Transit Delay (round trip) Milliseconds (Less or equal to) |
Network Packet Delivery (Greater or equal to) |
|---|---|---|---|---|
| CONUS | 1.2m/3w 1.8m/3w (Florida) | less than 512 Kbps | 800 | 99% |
| CONUS | 1.2m/4w 1.8m/3w (Florida) | less than 1024 Kbps | 800 | 99% |
| CONUS | 1.8m/4w 2.4m/4w * | less than 2048 Kbps | 800 | 99% |
1.3 Network Availability
Availability Network Availability is the total number of hours in a month during which a Customer's Private IP Satellite Access Service, measured between the two demarcation points shown in Appendix A is able to exchange signals between the Satellite Customer site demarcation point (on the right side of the diagram and the Satellite Hub demarcation point, on the left side of the diagram) divided by the total number of hours in a month. For purposes of calculating Network Availability under this Network Availability SLA, the Private IP Satellite Access Service is considered unavailable only from the time that a Trouble Ticket is opened by the Ticket Management group to the time the Ticket is closed, based on the time stamp noted on the Trouble Ticket. Figures 1, 2 and 3 display the applicable Network Availability standards, depending on specified factors, such as geography, transmission speed, Customer's antenna size and block up-converter (BUC).
Figure 1: CONUS Network Availability SLA based on 512 Kbps transmission rate and below.
Figure 2: CONUS Network Availability SLA based on 1024 Kbps transmission rate and below.
Figure 3: CONUS Network Availability SLA based on 2048 Kbps transmission rate and below.
1.4 De-Ice
Customer sites located above the demarcation line are at risk for accumulating snowfall or ice on their equipment which may affect their Private IP Satellite Access Service. Customers should consider installing devices to remove or prevent the build up of snow or ice on equipment that is used to provide Private IP Satellite Access Service.
Figure 4: De-Ice Locations for Network Availability
2. Credit Structure
2.1 General
For any billing month in which Verizon fails to meet any SLA in this document, the applicable credit set out in Section 2.2 or Section 2.3 below will be applied to the monthly recurring charges (MRC) set forth in the Agreement for the Customer's Private IP Satellite Access Service, not to exceed the total of those charges for one month.
Credits may not be applied to offset any other charges, including without limitation local access or backhaul charges.
This SLA sets forth Customer's sole remedy with respect to any failure by Verizon to meet the specified standard. The determination as to whether a particular SLA has been met or has not been met is reserved to Verizon in its sole judgment.
Verizon reserves the right to enhance or restrict these SLAs in whole or in part. In the event of a material adverse change in this SLA, Customer may elect to terminate the Verizon Private IP Satellite Access Service within 30 days of the change without penalty, unless Verizon cures the material adverse change within the notice period.
2.2 Network Packet Delivery and Transit Delay SLA Remedy
Verizon posts Network Packet Delivery and Network Transit Delay SLA results by the 10th business day of each month at http://www.verizonbusiness.com/about/network/vsat/. To receive credit under Network Transit Delay SLA or Network Packet Delivery SLA, Customer must request such credit within 30 days from the date that the actual service rates are posted by Verizon by submitting a credit request form online at http://www.verizonbusiness.com/terms/us/products/. For each month in which Verizon fails to meet the Network Packet Delivery SLA or Network Transit Delay SLA, Customer is eligible for a credit equal to 1/30th of the MRC for Customer's Private IP Satellite Access Service.
2.3 Network Availability SLA Remedy
To receive credit under the Network Availability SLA, Customer must submit a Network Availability Credit request form online at http://www.verizonbusiness.com/terms/us/products/ within 30 days from the date that the Network Availability actual results are posted by Verizon. If the Network Availability SLA has not been met, then for each hour or fraction thereof in any calendar month that Network Availability fell below the SLA standard, Customer's account shall be credited at Customer's request for the pro-rated charges for one day of the MRC for Verizon Private IP Satellite Access Service, not to exceed the total of those charges for one month.
3. Exclusions
No delay, unavailability or other performance problem resulting from any of the following will be counted in the determination of whether the threshold standard for any particular SLA has been met:
3.1 Any act or omission on the part of the Customer, its contractors or vendors, or any other entity over which the Customer exercises control or has the right to exercise control.
3.2 Verizon's or the Customer's scheduled maintenance.
3.3 Events or occurrences that result in "No Trouble Found" Trouble Tickets such as power outages due to customer turning off or unplugging the Private IP Satellite equipment.
3.4 Labor strikes.
3.5 Natural disasters.
3.6 Force majeure events beyond the reasonable control of Verizon including, but not limited to, acts of God, government regulation and national emergency.
3.7 Atmospheric, electromagnetic, solar, seismic, weather, and similar conditions that prevent the Private IP Service from functioning in accordance with the SLA.
3.8 An interruption occurring because Customer elects not to report or release the Private IP Satellite Access Service to Verizon for testing and repair and continues to use it on an impaired basis.
3.9 Interruptions during any period where Verizon or its agents are not permitted access to the Private IP Satellite Access equipment (indoor and/or outdoor units) at the Customer's site.
3.10 Trouble that has been isolated to Customer owned and maintained (COAM) equipment or wiring.
3.11 Delays resulting from Verizon's need for additional information that Verizon has requested from Customer.
3.12 Customer configuration changes that were not communicated to Verizon or Customer changes that cause a service disruption and which must be rectified by the issuance of a Verizon change order.
Appendix A
