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Infonet Enterprise SLA
Global Frame Relay
Enterprise SLA
Standard Version
PROPRIETARY NOTICE
This document consists of information that is proprietary to Infonet and is not to be published, reproduced,
copied, disclosed, or used without the express written consent of a duly authorized representative of Infonet.
Infonet Enterprise SLA for GFR INFONET PROPRIETARY Page 1 of 22
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Infonet Enterprise SLA
Contents
1 SCOPE OF E-SLA ......................................................................................................................................................... 3
2 SITE AVAILABILITY .................................................................................................................................................. 5
3 BACKBONE NETWORK DELAY ............................................................................................................................. 8
4 BACKBONE NETWORK THROUGHPUT............................................................................................................. 10
5 SERVICE PROVISIONING....................................................................................................................................... 12
6 PROBLEM MANAGEMENT .................................................................................................................................... 14
7 CURE PERIOD ........................................................................................................................................................... 17
8 EXCLUSIONS AND EXCEPTIONS ......................................................................................................................... 18
9 DEFINITIONS ............................................................................................................................................................. 19
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1 Scope of E-SLA
Introduction
This Enterprise Service Level Agreement (“E-SLA”) and the supporting PerspeXion reporting system
together offer [insert Client name] (“Customer”) a comprehensive combination of quality of service
commitments and performance monitoring with respect to Infonet Services Corporation‟s (“Infonet”)
Global Frame Relay service (“GFR”). Any capitalized terms used herein and not otherwise defined are
defined in Section 9.
This E-SLA is not effective unless and until Customer has ordered PerspeXion for GFR and the GFR
E-SLA. The E-SLA effective date is the first Day of the month after PerspeXion is declared RFU,
except for Service Provisioning Objectives within this E-SLA, which will apply as soon as the
PerspeXion order is placed.
This E-SLA covers Customer‟s connectivity up to, but excluding the router on Customer‟s premises
(“Customer Premises Router”) whether managed by Infonet or not, and details Infonet‟s commitments
to Customer with respect to:
E-SLA performance Objectives.
E-SLA Credits for non-conformance.
Monitoring and Reporting.
Key Performance Indicators and Objectives
Infonet provides Customer with service level Objectives as stated within this document in support of
GFR for the following Key Performance Indicators (KPI):
Site Availability
Backbone Network Delay
Backbone Network Throughput
Service Provisioning (Installation and Changes)
Problem Management
Credits
In the event that an E-SLA Objective is not achieved, Customer can request, in writing, a Credit from
Infonet. The Credit request must be made within twenty-one (21) Days following the end of the
Reporting Period.
Infonet will validate Customer's Credit request and calculate the Credit as set forth for each KPI. The
Credit calculation is based upon a defined base value – referred to as the “Credit Base”. The Credit
Base is defined for each KPI.
The Credits are applied within sixty (60) Days from the date of Customer‟s written Credit request.
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Monitoring and Reporting
The PerspeXion™ reporting system supports this GFR E-SLA. PerspeXion is delivered via the secure
Infonet web portal – which also offers accessibility to additional management information. Reporting
is daily, weekly and monthly.
PerspeXion provides network statistics reporting for the Access Ports and PVCs covering City Pair
Uptime, City Pair Delay, and City Pair Throughput. In addition, PerspeXion provides management
reporting covering Site Availability, Order Status, Maintenance Schedule, Fault Ticket View, Network
Topology and Service Performance Graphs.
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2 Site Availability
Definition
“Site Availability” is defined as the percent of time during the Reporting Period that the GFR service
is Available for use at a specific Site. Site Availability is calculated using the formula below, which
means that the Site Availability is equal to the total time in a Reporting Period, minus Service Down
Time, as a percentage of the total time in the Reporting Period. Measurements made over one
Reporting Period are defined as the “Monthly Site Availability.”
n
T ti
SAk 100% i 1
T
Where:
ti = The total number of minutes that Site k was unavailable for each event 'i' (1 <= i <= n) during
the Reporting Period. ti is calculated as Time To Restore Service (which is rounded to two
decimal places).
T= The total number of minutes in the Reporting Period.
n= The number of Service Down Time events in the Reporting Period.
The availability of the GFR Port, PVC(s) and access lines providing GFR service to a Site, when
connected directly to the GFR Backbone Network, are included in the calculation of Site Availability.
Subject to the Exclusions and Exceptions in Section 8, a (i) Site is “Available” if a Site is able to
communicate with the Infonet Backbone Network on one or more Customer PVCs, and (ii) a Site is
“Unavailable” if (a) a Customer Access Port is not functioning, (b) if the Site is isolated from Infonet‟s
GFR Backbone Network, (c) if all PVCs for a Site are not functioning at the same time, or (d) the GFR
performance is “Degraded Service” due to an “Infonet Responsibility” condition to such an extent that
data transmission is severely restricted and Customer acceptable use of GFR is not possible.
Time To Restore Service (“TTRS”), from the Infonet fault tickets, is used to calculate Site
Availability. TTRS is the time interval from the time when a Site is first Unavailable until the time
when the GFR service is restored (i.e., is again Available). Only Infonet Responsibility Out of Service
fault tickets are used to calculate TTRS.
Site Availability is listed in the PerspeXion Site Availability Report as Actual Site Availability. Site
Availability must be validated against the Infonet Responsibility Down Time listed in the PerspeXion
Time To Repair and Restore Service Report as TTRS.
Objectives
For each Network Access Option, Infonet will endeavor to provide Monthly Site Availability
Objective for each Reporting Period as set forth in Table 2a below. Table A in Exhibit A shows the
equivalent monthly Service Down Time. Monthly Site Availability Objectives differ according to
Network Access Options implemented and region. Regions 1 to 3 of Exhibit A show the regional
breakdown by country.
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Table 2a. Monthly Site Availability Objectives for Region 1, 2 and 3 Countries
Network Applicable configuration Monthly Site Availability
Access Objectives
Options Region 1 Region 2 Region 3
GFR Basic GFR Access Port and GFR PVCs 99.98% 99.95% 99.75%
Platinum Site GFR primary and backup Ports on two different nodes, 99.98% 99.90% 99.70%
simplex GFR PVCs, Global Connect circuits and Global
Connect CSU/DSUs.
Gold Site GFR primary and backup Ports on the same node, simplex 99.92% 99.83% 99.60%
GFR PVCs, Global Connect circuits and Global Connect
CSU/DSUs.
Silver Site GFR Port, simplex GFR PVC(s), Global Connect circuit, 99.86% 99.75% 99.50%
Global Connect CSU/DSUs, Global Connect Dial Backup
service.
Bronze Site GFR Port, simplex PVCs, and Global Connect circuit, 99.20% 98.90% 97.80%
Global Connect CSU/DSUs.
Credits
In the event that a Monthly Site Availability Objective is not achieved , the Credits as set forth in
Table 2b apply. The maximum Credit is 50% of the Credit Base.
Table 2b. Monthly Site Availability Credits
Site Type % Credit of Credit Base Credit Base
GFR Basic 10% prorated for every hour or fraction Monthly charge for GFR primary and backup
thereof below the committed Site Availability. Ports, and simplex GFR PVCs*.
Platinum Site 10% prorated for every hour or fraction Monthly charge for GFR primary and backup
thereof below the committed Site Availability. Ports, and simplex GFR PVCs*.
Gold Site 8% prorated for every hour or fraction thereof Monthly charge for GFR primary and backup
below the committed Site Availability. Ports, and simplex GFR PVCs*.
Silver Site 5% prorated for every hour or fraction thereof Monthly charge for GFR Port, simplex GFR
below the committed Site Availability. PVC(s)*, and Global Connect Managed Dial
Backup service charge.
Bronze Site 5% prorated for every hour or fraction thereof Monthly charge for GFR Port and simplex GFR
below the committed Site Availability. PVC(s)*.
* See Exclusions and Exceptions
Exclusions and Exceptions
Exclusions and Exceptions are listed in Section 8.
From time to time Infonet will update Exhibit A as (a) Infonet‟s GFR Backbone Network topology is
revised, (b) Site Availability changes in existing countries, (c) new countries are added, or (d)
countries where Infonet no longer has a node presence are removed. Such changes may affect the E-
SLA Site Availability Objectives as set forth in Table 2a. New E-SLA Objective becomes effective
thirty (30) Days after Infonet notifies Customer of updates to Exhibit A.
The Credit Base includes the PVC charges only if the affected PVCs are documented in an Infonet
trouble ticket.
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Site Availability Credit Example
Where a Site has a Silver Site Availability Objective of 99.75%, and the Actual Site Availability is 99.27% (TTRS
of 5.33 hours), based upon a monthly GFR Credit Base of $3,000 per month, the Credit would be calculated as
follows:
$3,000 * 5% * (5.33 – 1.83) hours = Monthly Site Availability Credit of $525
99.75% availability is the equivalent of 1.83 hours of Service Down Time per month. Site Availability is
calculated here using an average month as follows:
(365 Days per year * 24 hours / 12 months)*(100% – 99.75%) = 1.83 hours/month.
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3 Backbone Network Delay
Definition
“Backbone Network Delay” is defined as the round trip time (in milliseconds) required for a 100-byte
test packet to transit Infonet‟s GFR Backbone Network. Specially generated measurement packets on
PVCs dedicated to service level monitoring are used to measure Backbone Network Delay.
Measurements are made every five (5) minutes. “Monthly Backbone Network Delay” is defined as the
mean of Backbone Network Delay over one Reporting Period.
Infonet measures Backbone Network Delay during a Reporting Period from a specific origin to a
specific destination, under normal operating conditions. The specific origins and destinations are
Infonet‟s GFR Backbone Network primary nodes for the City Pairs specified in Exhibit B.
Backbone Network Delay is reported, on a Reporting Period basis, in the PerspeXion for Frame Relay
PVC Summary Report as Avg RTD.
Objectives
Monthly Backbone Network Delay varies by CNO and shall be equal to or less than the level set forth in
Table 3a. The Monthly Backbone Network Delay Objective is the same between City Pairs irrespective
of which City is the originating City.
Table 3a. Monthly Backbone Network Delay Objectives
Customer Monthly Backbone Network Delay
Network Option Objective
VC/Interactive As for each City Pair specified in Exhibit B
VC/Lan2Lan As for each City Pair specified in Exhibit B
VC/Access As for each City Pair specified in Exhibit B
Credits
In the event that a Monthly Backbone Network Delay Objective is not achieved for a particular City
Pair, the Credits as set forth in Table 3b apply. Where an Exhibit B value is less than 80 milliseconds
then the Credit Threshold percentage is double the values shown in Table 3b. The maximum Credit is
30% of the Credit Base.
Table 3b. Monthly Backbone Network Delay Credits
Customer Credit % Credit of Credit Base Credit Base
Network Option Threshold
VC/Interactive 10% above 10% for every whole multiple of the Credit Monthly City Pair
the Objective. Threshold above the committed value. simplex PVC charges.
VC/Lan2Lan 15% above 10% for every whole multiple of the Credit Monthly City Pair
the Objective. Threshold above the committed value. simplex PVC charges.
VC/Access 20% above 10% for every whole multiple of the Credit Monthly City Pair
the Objective. Threshold above the committed value. simplex PVC charges.
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Exclusions and Exceptions
Exclusions and Exceptions are listed in Section 8.
Backbone Network Delay commitments are limited to Infonet‟s GFR City Pairs specified in Exhibit B.
From time to time Infonet will update Exhibit B as (a) Infonet‟s GFR Backbone Network topology is
revised, (b) the Backbone Network Delay changes in existing City Pairs, (c) new City Pairs are added,
or (d) City Pairs where Infonet no longer has a node presence are removed. Such changes may affect
the E-SLA Backbone Network Delay Objectives as set forth in Table 3a. New E-SLA Objective
becomes effective thirty (30) Days after Infonet notifies Customer of updates to Exhibit B.
Backbone Network Delay Credit Example
Where the Monthly Backbone Network Delay Objective for the Exhibit B City Pair Frankfurt and Paris is 30
milliseconds for a VC/Lan2Lan GFR PVC, the Avg RTD (from the PerspeXion for Frame Relay PVC Summary
Report) is 51milliseconds, based upon monthly City Pair simplex PVC charges of $1500 and $1200 per month,
the Credit would be calculated as follows:
Threshold Value: 30ms * 15% * 2 = 9ms (times 2 because the delay is less than 80ms).
51ms – 30ms = 21ms and is two times (but not 3 times) the Threshold Value.
$1500 * 10% * 2 = Monthly Backbone Network Delay Credit of $300
$1200 * 10% * 2 = Monthly Backbone Network Delay Credit of $240, but because the limit is
30%, only 10% applies to the smallest value, i.e. $120.
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4 Backbone Network Throughput
Definition
“Backbone Network Throughput” (or Frame Delivery Ratio, “FDR”) is defined as the number of
frames (as a percentage) delivered by the network at egress to frames submitted to the network at
ingress, within the Committed Information Rate (“CIR”) of a simplex PVC. “Monthly Backbone
Network Throughput” is defined as the mean of Backbone Network Throughput measured over one
Reporting Period.
Backbone Network Throughput calculations are based on the accounting records from the GFR
Backbone Network nodes for each of Customer‟s simplex PVCs.
Backbone Network Throughput is reported in the PerspeXion for Frame Relay PVC Summary Report
as CIR FDR for the City Pairs in Exhibit B.
Objectives
The Monthly Backbone Network Throughput shall be equal to or exceed the level set forth in Table 4a
below.
Table 4a. Monthly Backbone Network Throughput Objectives
Customer Network Monthly Backbone Throughput
Option Objectives
VC/Interactive 99.98%
VC/Lan2Lan 99.95%
VC/Access 99.90%
Credits
In the event that a Monthly Backbone Network Throughput Objective is not achieved for a particular
City Pair, the Credits as set forth in Table 4b apply. The maximum Credit is 30% of the Credit Base.
Table 4b. Monthly Backbone Network Throughput Credits
Customer Credit % Credit of Credit Base Credit Base
Network Option Threshold
VC/Interactive 99.78% 5% for every 0.2% below the Calendar Monthly City Pair
Month Backbone Throughput Objective. simplex PVC charges.
VC/Lan2Lan 99.75% 3% for every 0.2% below the Calendar Monthly City Pair
Month Backbone Throughput Objective. simplex PVC charges.
VC/Access 99.70% 1% for every 0.2% below the Calendar Monthly City Pair
Month Backbone Throughput Objective. simplex PVC charges.
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Exclusions and Exceptions
Exclusions and Exceptions are listed in Section 8.
In addition, Infonet's Backbone Network Throughput commitment excludes: (a) simplex PVCs passing
through a Port where the sum of the simplex PVC CIRs exceeds the Port speed, (b) frames dropped at
the GFR Backbone Network ingress due to Infonet network traffic management algorithms (such a
pre-emptive congestion alleviation techniques), (c) packets dropped on another network provider‟s
frame relay network not being part of the GFR Backbone Network, or (d) due to any other equipment not
being part of the GFR Backbone Network.
Backbone Network Throughput commitments are limited to Infonet‟s GFR City Pairs specified in
Exhibit B.
Backbone Network Throughput Credit Example
Where the Monthly Backbone Network Throughput Objective for a GFR simplex VC/Lan2Lan PVC is 99.95%, the
CIR FDR (from the PerspeXion for Frame Relay PVC Summary Report) is 99.52%, based upon monthly City Pair
simplex PVC Charges of $750 for each PVC, the Credit is calculated as follows:
($750 + $750) * 3% * 2 = Monthly Backbone Network Throughput Credit of $90
(99.95% – 99.52%=0.43% which is 2 times 0.2%, but not 3 times 0.2%).
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5 Service Provisioning
Definition
Service Provisioning performance is defined as the comparison of the Committed Ready For Use Date
(CRFU) and the Actual Ready For Use Date (ARFU). Service Provisioning is “On Time” when the
ARFU Date is on or before the CRFU Date. Installation means initial connection of a Site to the
Infonet network. Changes means smaller changes or upgrades to an existing installation.
Objectives
Infonet commits to the GFR service being provisioned (including installations and changes) On Time
as set forth in Table 5a.
Table 5a. Service Provisioning Objectives
Service Objectives
Installation 100% On Time
Changes 100% On Time
For each GFR service installation or change, Infonet will provide:
Confirmation, by electronic mail, of receipt of order.
Confirmation, by electronic mail, of Infonet‟s acceptance of order, order number and planned
installation date within three (3) Business Days from confirmation of receipt of order.
CRFU Date, by electronic mail, within ten (10) Business Days from order acceptance.
Reminder of the scheduled installation date, by electronic mail, a minimum of ten (10) Business
Days prior to the scheduled installation date.
Notification of the ARFU Date, following installation, by electronic mail or fax, or the PerspeXion
Order Status report.
Service Provisioning performance is reported in the PerspeXion for Frame Relay Order Status Report
as RFU Difference (Days) calculated as the difference between Committed RFU and Actual RFU.
Adjustments for notification and acceptance time must be made in accordance with the agreed process
with Customer.
Credits
In the event that the GFR service is not provisioned On Time for an installation or change, the Credits
as set forth in Table 5b apply. The maximum Credit is 100% of the Credit Base.
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Table 5b. Service Provisioning Credits
Number of Business % Credit of the Applicable Charge for Credit Base *
Days passed CRFU Credit Consideration
4 to 6 20% Port Installation Charge *
7 to 9 40% Port Installation Charge *
10 to 12 60% Port Installation Charge *
13 to 15 80% Port Installation Charge *
16 and over 100% Port Installation Charge *
* In cases where there is no Port installation charge, this figure is the lower of the first month‟s Port charge or $500.
Exclusions and Exceptions
Exclusions and Exceptions are listed in Section 8.
In addition, Customer requested delays are excluded from On Time provisioning commitments.
Service Provisioning Credit Example
Where the CRFU Date for an installation of a GFR service is October 16th, 2002, the ARFU date is October 24th,
2002, and the GFR Port Installation Charge is $2,000, the delay would be 6 Business Days and the Credit would
be 20%:
$2,000 * 0.20 = Service Provisioning Credit of $400.
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6 Problem Management
The Infonet GFR E-SLA offers Problem Management performance Objectives as set forth in Table 6.
Problem Management is managed either by the Infonet Customer Assistance Center (“GCAC”) or the
Infonet Certified Help Desks (“ICHD”):
Table 6 – Fault Management
Metric Measurement GFR E-SLA
Period
Problem Notification Per Outage Within 15 min. via electronic mail for „Out of Service‟
problems.
Problem Updates Per Outage Every 4 hours for „Out of Service‟.
Every 12 hours for others.
Mean Time To Repair Mean per Reporting Less than 4 hours mean repair time.
Period for each
Customer account.
Time To Restore Service Per Outage 80% within 4 hours and 100% within 24 hours
Escalation Per Outage Escalation levels timed at 1, 2, 4, 6, 8, 24 hours from GCAC or
ICHD Team Leader to VP Global Network Services.
The month-end PerspeXion Time To Repair and Restore Service Report will be used to report
Infonet‟s actual performance.
Definitions
Ticket Type
All fault tickets for a specific Customer have a Ticket Type of “Customer Problem.”
Status
The following status options are used:
OPEN Problem is currently being worked on but there is no resolution
FIXED Problem has been resolved and fixed. Customer and, if appropriate, the implementation
team will be notified.
CLOSED Problem has been resolved and fixed, and Customer has confirmed satisfactory
resolution.
CUSTOMER Problem currently being worked and resolution is dependent on a Customer action.
PENDING Alternatively, Customer has agreed that the problem is Customer‟s responsibility and
that Infonet is assisting them even though not an Infonet problem.
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Priorities
The following Customer problems are dealt with in descending order of priority:
Out of Service
An "Out of Service" problem is defined as one during which normal Customer data communications is
interrupted. Examples of Out of Service problems are GFR Backbone Network Port or access circuit
failure that prevents data communications.
Customer Impacted
A “Customer Impacted” problem is defined as one during which Customer can continue to process but
with either (i) reduced resilience (“Impacted – On Backup”) or (ii) reduced quality (“Impacted –
Degraded Service”). Examples of Impacted – Degraded Service problems are poor response times or
throughput.
Information Only
An “Information Only” problem is one in which Customer's GFR service is not affected. For example,
Customer may have a question about an Infonet service or may be notifying Infonet of a planned
outage at one of its Sites.
Performance Objectives
In addition to the information in the Customer Profile, the following Objectives apply:
Problem Notification
The GCAC or the ICHD will notify Customer of any Out of Service problem. Infonet will provide
problem notification within fifteen (15) minutes via electronic mail for detected Out of Service
problems.
Problem Updates
Customer Updates:
Infonet will update Customer by telephone every four (4) hours on the status of each Out of Service
problem and every twelve (12) hours on any other problem. As appropriate to the specific situation,
Customer may request updates to be made more or less frequently by notifying the GCAC or the
ICHD. Infonet will notify Customer via telephone should the status change on any Out of Service
ticket.
Fault Ticket Updates:
The GCAC or the ICHD responsible for the problem at any time will ensure that the status of the fault
ticket is updated as follows:
Problem Priority Frequency of Update
Customer Out of Service Every 4 hours or as agreed upon by Customer
Customer Impacted Once a Day or as indicated in the ticket
Mean Time To Repair
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Infonet will endeavor to resolve any Out of Service tickets as quickly as possible in order to meet the
Site Availability commitments. Infonet will also endeavor to maintain a Reporting Period mean time
to repair (“MTTR”) of less than 4 hours. The month-end PerspeXion Time To Repair and Restore
Report reflects the actual performance.
Time To Restore Service
Infonet will resolve Out of Service fault tickets as quickly as possible in order to meet the Site
Availability commitments and aim to restore service for no less than 80% of Out of Service faults
within 4 hours and a 100% within 24 hours.
Escalation Procedure
Infonet will escalate Out of Service and Customer Impacted events in accordance with the following
time line after ticket opening (the “Escalation Procedure”).
Level Notified Out of Service Customer Impacted
GCAC Team Leader 1 Hour 16 hours
GCAC Supervisor 2 Hours 24 hours
GCAC Manager 4 Hours 36 hours
Director GNO 6 Hours 48 hours
Vice-President Customer Services 8 Hours 72 hours
Executive Vice-President Service Delivery 24 Hours 120 hours
In the event of a major Site outage, Customer may elect to escalate a fault ticket to the GCAC or ICHD
Manager. Escalation for all other priority level tickets shall be determined by Infonet‟s standard
operating procedures, based on the priority of the problem and the period of elapsed time.
If Customer experiences Escalation Procedures exceeding the above time intervals, Customer must
notify Infonet of the problem in writing (with reference to the fault ticket number).
If at any time Customer is not satisfied with the progress being made in resolving a fault, Customer
may escalate the issue to the appropriate level. Escalation can continue to the next level, until
satisfaction is achieved. A note of any escalations will be made within the fault ticket.
Impacted - Degraded Service
If Customer experiences Impacted - Degraded Service that affects (i) Site Availability, (ii) Backbone
Network Delay, or (iii) Backbone Network Throughput, Customer or Infonet may open a fault ticket. If
the Impacted - Degraded Service is due to an Infonet Backbone problem that results in an Out of
Service fault, the corresponding Objective and Credits defined within this E-SLA apply.
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7 Cure Period
The following applies to the Objectives for:
1. Site Availability
2. Backbone Network Delay
3. Backbone Network Throughput
4. Problem Management (Escalation)
If any of the above Objectives are not achieved for a particular Site for two consecutive Reporting
Periods, then upon Customer‟s written request, Infonet will initiate a sixty-Day (60) Cure Period. The
Cure Period commences the first Day of the Reporting Period following the second Reporting Period
when the Objective is not achieved. Should Infonet be unable to restore the Objective to the committed
level during the sixty-Day Cure Period or if a Cure Period needs to be initiated more than once during
a 12 (twelve) month period, Customer may terminate the affected GFR Site. Termination shall be
effective as of cessation of use of such affected GFR Site by Customer, provided that Infonet has
received written notification of termination from Customer within thirty (30) days after such
termination right arises.
Customer shall be responsible for all charges incurred up to the effective date of termination and shall
have no further remedies with respect to any such terminated GFR Site.
Exclusions and Exceptions
Updates to Exhibits A or B during a Cure Period will not be counted as a resolution to the under
performance of a particular Objective that is subject to a Cure Period.
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8 Exclusions and Exceptions
Exclusions and Exceptions to measurements and calculations of the E-SLA are as follows:
Outages and lost measurements due to (i) normal Scheduled Maintenance or Upgrades or (ii)
emergency Scheduled Maintenance or Upgrades that cannot wait to be performed during the
regularly scheduled maintenance window, are excluded provided such outages are included in the
PerspeXion for GFR Network Maintenance Report or other special notification with at least forty-
eight (48) hour prior notice.
The standard maintenance windows is 01:00 – 05:00 Sundays Pacific Time within the Americas,
and 01:00 – 05:00, Sundays local time elsewhere in the world.
Time during which a specific Site is Unavailable must be documented in an Infonet fault ticket,
opened either by Infonet or by Customer.
Outages due to local in-country practices, any national laws, customs, or regulations.
Outages outside of Public Telco Operator (PTO) support hours (the hours during which field service
is provided for network access) are not included in the Site Availability calculations.
Outages due to incidents of Force Majeure.
Outages and delay caused by other vendors not managed by Infonet, or equipment or software that
is not provided or managed by Infonet.
Any failure caused by Customer due to (i) action, (ii) inaction, (iii) unavailability of Customer
personnel in order to determine and/or isolate the problem including “Customer Pending Status”,
or (v) Customer delays in installations, or (vi) failure caused by Customer‟s applications or
equipment.
Outages resulting from not implementing diverse routing of Customer access circuits and ISDN for
the Platinum, Gold and Silver Network Access Options due to restrictions imposed by Customer.
Calculations for E-SLA performance are effective the first whole Reporting Period after ARFU,
except for Service Provisioning that is calculated per installation or change order.
Where access resilience is implemented, by ISDN or dual access circuits, it is Customer‟s
responsibility to schedule testing of these resiliency solutions at least once every six (6) months for
ISDN and every twelve (12) months for dual-access circuits. The test must be documented in an
Infonet fault ticket. Failure to do so will invalidate the Site Availability commitment.
A fault condition resulting in a Credit will only be accounted for once. The Credit will be based on
the root cause only. Where more than one Credit can be claimed, Infonet will pay the Credit with
the largest value.
The maximum combined available Credits on any affected GFR Port and Simplex PVC will not
exceed 100% of the total monthly GFR Credit Base.
Infonet reserves the right to make changes to the operation and technical definition of the E-SLA
measurements provided that such changes will not adversely affect Customer's network
performance. Customer will be notified of such changes thirty (30) Days before becoming
effective.
Outages at a Site due to an interconnect problem between the Infonet GFR Backbone Network and
another network provider‟s backbone network not being part of the GFR Backbone Network are not
included in the Site Availability calculations unless Infonet has agreed to such extended reach
interconnect service.
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9 Definitions
As used in this E-SLA, the following definitions apply:
“Access Port” means the port on the access node to which a Site is connected.
“Actual Ready For Use Date” (or “ARFU Date”) means the date that the GFR service is
determined to be RFU, i.e. ready to be utilized by Customer.
“Available” is defined in Section 2 subject to the Exclusions and Exceptions.
“Backbone Network Throughput” is defined in Section 4.
“Backbone Network Delay” is defined in Section 3.
”Business Day” or “Business Days” means, unless otherwise stated, US business or working
day(s).
“City Pairs” means those pairs of cities listed on Exhibit B, which Infonet has identified as
backbone primary nodes. Only the City Pairs listed on Exhibit B are subject to E-SLA commitment.
“Committed Ready For Use Date” (or “CRFU Date”) means the date that Infonet confirms to
Customer that the GFR service will be RFU.
“Credit” means an amount of GFR service charges that are refunded to Customer by Infonet in
the event that the an E-SLA Objective is not achieved.
“Credit Base” is defined in Section 1.
“Credit Threshold” means the value of an actual E-SLA performance measurement that did
not meet the E-SLA Objective, at which Credits starts to apply.
“Cure Period” means the period of time that Infonet has to correct any under-performance of
the E-SLA Objectives.
“Customer” means [insert Client name].
“Customer Network Option” (or “CNO”) means one of three classes of GFR service. The
CNOs are (a) VC/Interactive, (b) VC/Lan2Lan, and (c) VC/Access.
“Customer Premises Router” (or “CPR”) is the router on a Site from which access to the
Infonet Backbone Network is provided. The CPR may or may not be managed by Infonet.
“Customer Profile” means the customer-specific information or instructions pertaining to the
Problem Management procedures defined in the Infonet operational systems.
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“Day” or “Days” means, unless otherwise stated, calendar day(s).
“Degraded Service” means that normal data communication with the GFR Backbone Network
is affected due to an “Impacted” condition (e.g. errors, delay, bandwidth restrictions etc.).
“Down Time” (or “Service Down Time”) means the period of time that the GFR service is
Unavailable at a Site (as defined in Section 2). Service Down Time is measured as Time To Restore
Service (TTRS). Down Time may be due to fault that is either the responsibility of Infonet or
Customer.
“Exhibit A” means the GFR E-SLA Exhibit A.
“Exhibit B” means the GFR E-SLA Exhibit B.
“Force Majeure” is as defined in the Infonet Services Agreement or the Infonet Services
Provider Agreement, as the case may be.
“GCAC” (Global Customer Assistance Center) is the central Infonet call center for problem
management and service monitoring.
“GFR Backbone Network” means all equipment, including nodes and backbone circuits, up
to and including the Infonet entry and exit ports at the Infonet nodes connected either: (a) directly to
Customer Premises Router via one of the Network Access Options, or (b) to the interconnect with
another network provider‟s frame relay network(s) not being part of the GFR Backbone Network.
Infonet‟s GFR Backbone Network does not include: (i) another network providers‟ frame relay
network elements not being part of the GFR Backbone Network, such as ports, PVCs or backbone
circuits; (ii) the local loop circuit, (iii) any equipment used to interconnect the local loop circuit to a
Site, (iv) any equipment used to interconnect the local loop circuit to the Infonet GFR Backbone
Network, (v) another network provider‟s frame relay network not being part of the GFR Backbone
Network; or (vi) any equipment located at a Site, including, but not limited to, the Customer Premises
Router.
“ICHD” (Infonet Certified Help Desk) is the local in-country Infonet call center for problem
management and service monitoring.
“Impacted” is defined in Section 6.
“Infonet Responsibility” means a fault in an Infonet managed network component for which
Infonet is responsible for the repair, as opposed to a Customer responsibility fault.
“Key Performance Indicator” (or ”KPI”) means each of the performance metrics defined
herein, for example Site Availability.
“Monthly Backbone Network Delay” is defined in Section 3.
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“Monthly Backbone Network Throughput” is defined in Section 4.
“Monthly Site Availability” is defined in Section 2.
“Network Access Option” means one of four resiliency options, each of which describes a
unique access topology by which a Site is connected to Infonet‟s GFR Backbone Network. The four
options are known as Platinum, Gold, Silver, Bronze and Basic, each of which is more fully described
below:
“GFR Basic”: GFR Access Port and GFR PVCs.
“Platinum Site”: A Site with a fully resilient, redundant dedicated access system:
two completely separate local access lines connected to the GFR
Backbone Network via separate entries into Customer‟s
premises, routed to different Infonet nodes via two independent
diverse routes.
“Gold Site”: A Site with a fully resilient, redundant dedicated access system:
two completely separate local access lines connected to the GFR
Backbone Network into Customer‟s premises, routed to the same
Infonet node, via two independent diverse routes.
“Silver Site”: A Site with one access line and one ISDN backup line: The ISDN
and access line is connected to the same GFR Backbone Network
node and the ISDN has automatic switching to backup mode and
must not cross country borders.
“Bronze Site”: A Site with a single access line without backup to the GFR
Backbone Network.
“Objective” (or Commitment) means the E-SLA performance level that Infonet will endeavor
to achieve according to the definitions herein.
“On Time” means the ARFU Date is on or before the CRFU Date.
”Outage” means Service Down Time.
“Out of Service” is defined in Section 6.
“Ready for Use” (or “RFU”) means that Infonet has determined that the GFR service is ready
to be utilized by Customer.
“Ready for Use Date” (or “RFU Date”) means the date that Infonet has determined the GFR
service to be RFU.
“Reporting Period” is the period during which the E-SLA performance Objectives and
measurements are made. In this E-SLA, the Reporting Period is a whole calendar month with the
exception of Service Provisioning, which is based on each Installation or Change.
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“Site” (or Service Location) means the geographical location where Customer is connected to
the Infonet GFR service via one of the Network Access Options.
“Site Availability” is defined in Section 2.
“Support Hours” means the hours during which field service is available.
“Time To Repair Service” (or “TTR”) means, in connection with a Customer‟s Site that is
Unavailable, the time interval from the point in time when a fault ticket is opened until the root cause
of the fault is repaired and normal GFR service is restored (i.e., is again Available). Some Exclusions
and Exceptions listed in Section 8 apply.
“Time To Restore Service” (or “TTRS”) means the time interval from the point in time when
a Site is first Unavailable until the point in time when the GFR service is restored (i.e., is again
Available). TTRS is calculated for Out of Service fault tickets only. Some Exclusions and Exceptions
listed in Section 8 apply.
“Unavailable” is defined in Section 2.
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