Download Free SLA Contract Templates for IP VPN Services

Download Free Service Level Agreement Contract for Internet Protocol Virtual Private Network Dedicated

Service Level Agreement
Network Availability Guarantee
The Network Availability Guarantee will apply to each dedicated Internet access connection in the contiguous United States ordered as part of IP VPN service, provided that references in that Network Availability Guarantee to credits calculated on the basis of a monthly fee shall mean the monthly fee for the dedicated Internet access connection for which that Network Availability Guarantee was not met—not the entire monthly fee for the IP VPN service.

Network Latency Guarantee
The U.S. Network Latency Guarantee will apply to each dedicated Internet access connection in the contiguous United States ordered as part of IP VPN service, provided that references in that Network Latency Guarantee to credits calculated on the basis of a monthly fee shall mean the monthly fee for the dedicated Internet access connection for which that Network Latency Guarantee was not met, not the entire monthly fee for the IP VPN service.

Outage Reporting Guarantee
The Outage Reporting Guarantee will apply to each dedicated Internet access connection in the contiguous United States ordered as part of the IP VPN service, provided that references in that Outage Reporting Guarantee to credits calculated on the basis of a monthly fee shall mean the monthly fee for the dedicated Internet access connection for which that Outage Reporting Guarantee was not met, not the entire monthly fee for the IP VPN service.

Circuit Install Guarantee
The U.S. Circuit Install Guarantee will apply to each dedicated Internet access connection in the contiguous United States ordered as part of the IP VPN service, provided that references in that Circuit Install Guarantee to credits calculated on the basis of a startup charge shall mean the startup charge for the dedicated Internet access connection for which that Circuit Install Guarantee was not met, not the entire start-up charge for the IP VPN service.

Internet Protocol Virtual Private Network Latency Guarantee
Scope
The IP VPN Latency Guarantee is set as an average round-trip transmission of:
- 120 milliseconds (ms) or less between the customer premises routers for an IP VPN with all of its sites in North America,
- 120 ms or less between the customer premises routers for an IP VPN with all of its sites within Europe, or
- 300 ms or less between the customer premises routers for an IP VPN if sites are located in both North America and Europe.

Process
Beginning in the first full calendar month after site installation, VPN latency shall be measured by averaging sample measurements taken during the calendar month between IP VPN sites. The customer’s IP VPN must include three or more sites to qualify for the Latency Guarantee. Only sites meeting the SLA eligibility requirements set forth in the IP VPN Site Order Form for the country in which the site is located will be included in this calculation. Sites outside North America or Europe shall not be included in this calculation. This IP VPN Latency Guarantee is only applicable if the customer’s sustained use level for each dedicated Internet access connection (as measured by the provider) is less than or equal to 50 percent of the total capacity of that customer’s dedicated Internet access connection. If the customer’s sustained use level exceeds 50 percent of the total capacity of any customer dedicated Internet access connection during any two consecutive months, the customer must place an order for a capacity upgrade within the 30 days following notice that the 50 percent sustained use level has been exceeded. If the upgrade is not ordered within the 30-day period, the site with the connection that exceeded the 50 percent sustained use level and all other IP VPN sites connected to that site shall be ineligible for this IP VPN Latency Guarantee for the remainder of the service term.

Remedy
At the customer’s request, directed to the provider’s designated point of contact in the 30 days following the end of the month in which the provider failed to meet this IP VPN Latency Guarantee, the customer’s account shall be credited the prorated charges for five days of the dedicated access portion of the IP VPN’s monthly fee for the month in which this IP VPN Latency Guarantee was not met. No credits will be made if failure to meet this IP VPN Latency Guarantee is attributable to reasons of force majeure (as defined in the applicable service agreement).