"NATIONAL LEASED LINE SERVICE LEVEL AGREEMENT I‐ SCOPE"
NATIONAL LEASED LINE SERVICE LEVEL AGREEMENT I‐ SCOPE This contract includes the procedure, articles and standards related to the processes of application, allocation, installation and breakdown inspection of Leased Line Service, which is provided by Türk Telekom. II‐ DEFINITIONS Leased Line: Point to point permanent and continuous communication link which do not occupy a number at Türk Telekom centrals and reserved in Türk Telekom network for personal usage of the customer. Customer: A real or legal person who demands or uses leased line service given by Türk Telekom. Allocation: The reservation of leased line to for connection of the port for the customer in order to be activated. Installation: Physical connection of the allocated leased line between the addresses demanded by the customer. Urban: Leased line of which both ends are within the same city boundaries. Interurban: Leased line of which both ends are in different city boundaries (or related locations). Suburban: Leased line which has one of its ends outside the metropolitan area (district, village etc.) Corporation: Telecommunication Corporation. Agreement: Agreement signed between Turk Telekom and the customer. Breakdown: Breakdowns that effect or do not effect the traffic. Breakdown that effect the traffic: Breakdowns that cause the customer not to be able to receive the services for certain time span, due to link interruption, card breakdown or system breakdown etc. Breakdowns that do not effect the traffic: Breakdowns that cause the inactivity of some functions about leased line service though there is not any problem in reception of the service provided. Availability Rate: The ratio of the period in which a circuit is available in a year, to the total yearlong time. [(total yearly period ‐ total yearly breakdown time that effect the traffic)/total yearlong time] Business administrator: a trade company that manages telecommunication services due to a service contract, concession agreement and/or a telecommunication certificate or a registration within a general permission, and / or, manages a telecommunicational infrastructure. Personal Telecommunication Installation: Telecommunication installations which are set up by real or legal entities, for their personal or institutional usage exclusively, within their own real estates and in a way that does not exceed the limits of those real estates, closed to the usage of any third party. Built‐in: It is the installation, which enables the connection of devices of the customer, beginning from the main entrance terminal box to the leased line network of Türk Telekom. ITU: International Telecommunication Union. Special Project: Applications that can be covered by a special project are listed below as articles; a) Connection request which requires a special application (infrastructure excavation, purchase order and configuration of new equipment, string out of a new fiber or copper utility line, demand of long‐term test by customer) between Türk Telekom and customer installation upon the demand of owner of personal telecommunication installation or manager, b) Demands that require the purchase of a special material or a system which is not common in use in the network of Türk Telekom. Force Majeure: Force Majeure are specified in the following. a) Strike, lockout and slowdown strike, b) Warfare, mobilization, people’s revolt, attack, terrorist movements, sabotages, etc. c) Transportational accidents, natural catastrophes (earthquake, flood, strike of lightning, avalanche falling, etc.), fire or serious contagious diseases and similar events. Unexpected Situations: a) Failures that occur in services which Türk Telekom receive from another institution, corporation (Highways, Municipality, Electricity Distribution Company, etc.) and supplier firms, robbery and interference, b) Factors that hinder the service availability or installation which are not caused by Türk Telekom but third parties and institutions or corporations (Highways, Municipality, Electricity Distribution Company, Rural Services, Construction Companies, etc.). III‐ STANDARDS Leased lines provided by Türk Telekom is in accordance with basic ITU standards, specified in appendix (Appendix‐1). Yet, the standards that are being used, being in cooperation with technological developments, can be changed by Türk Telekom provided that they are in accordance with international standards, or additional standards can be added provided that they are in accordance with international standards. Türk Telekom will provide service which is in accordance with the standards used in its own network to the customers. IV.1‐ Process of Leased Line Application, Allocation and Installation 1‐ Leased Line demands are allocated and installed within the framework of related tariffs that are specified in the website of Türk Telekom (www.turktelekom.com.tr) and periods that are specified in Table‐1. 2‐ Following the application of the customer with completely filled application form to the related Türk Telekom unit, the process of allocation begins. 3‐ At the end of the process of allocation, if the installation of the service that is mentioned within the scope of the demand, invitation letter is sent to the application owner in order to sign an agreement, being not later than 5 days. At the end of the process of allocation, in case Türk Telekom cannot meet the demands within the present conditions, it is informed to the application owner in written form within 5 days with reasons that demands are unable to be met by Türk Telekom. 4‐ In case the customer who receives the invitation letter that is sent in order to sign an agreement does not sign agreement with Türk Telekom within 20 days after the delivery of the invitation letter, the advance payment that is charged during the application is not paid back to the customer. Advance payment is charged on account of connection price (local access and equipment). If the determined connection price is higher than advance payment, the extra is not charged. However, in case the connection price is lower than the advance payment that is to be charged, the extra will be charged by future bills. Advance payment is not charged when estimation is not required. In case that the agreement is not signed within 20 days because of reasons that arise from Türk Telekom, for each day of delay, 1/30 of connection price is entered to the account from the aforementioned price. 5‐ The installation process of Leased line begins after agreement is signed between the customer and Türk Telekom. In case the customer dispenses with the purchase of service during installation process, connection price that is charged from the customer in the beginning of the installation process is not paid back. TABLE‐1 PERIODS OF ALLOCATION AND INSTALLATION Location of Installation Period of Allocation and Installation (workday) 2 Mb/s and lower Higher than 2 Mb/s –155 Mb/s Allocation Installation Allocation Installation Urban 5 3 5 5 Interurban and Suburban 5 10 5 15 (*)1‐ These periods are valid for demands that do not require special project application. 2‐ The period between the invitation of Türk Telekom sent to the customer for signing an agreement and the date of signing the agreement is not included in these periods. 6‐ In case Leased line is installed later than the periods specified in Table‐1 because of reasons that arise from Türk Telekom, for each day of delay, fee that is 1/15 of the monthly fee is substracted from the monthly fee of aforementioned fee as a discount (Except Special Project applications). If this fee exceeds the monthly fee, the rest is discounted as the same from the fee of the next month. 7‐ In demands that require special project, subjects such as the period of fulfillment of these demands, fulfillment procedure, allocation, installation, cancellation procedure and conditions, and minimum service usage of the customer are determined in the protocol that will be done with the customer. Processes which will be done within the scope of Special Projects will be completed in 120 days at the latest, by exchanging views with customers. 8‐ Cancellation demands of our customers in written form who demands the cancellation of the service while they are utilizing Leased Line services of Türk Telekom are fulfilled by Türk Telekom within the following 5 days, beginning from the date of delivery of cancellation demand. In case the customer demands the cancellation of the service in a certain date, he/she should inform Türk Telekom in written form at least 5 days before his/her demand. 9‐ In special cases that require concession or permission before installation, the required periods for concession or permission are not concluded in the periods of service allocation and installation given in Table 1. (Cases that require entry to private properties of retail customers are included in this scope.) 10‐ If demanded, evaluation is carried out by considering both the customer records and Türk Telekom records in phases of application, allocation and installation. If a difference is found out between Türk Telekom records and customer records, Türk Telekom records are taken into account. 11‐ Türk Telekom is not responsible from the delays that occur within the periods that are defined in Table 1 because of force majeure and unexpected situations. Cases that are specified in unexpected situations are solved in a maximum time period of 7 days. In case this period is exceeded or disagreement occurs between managers about the occurance of unexpected situations, the existence and the period of the unexpected situation is proven to the Institution by Türk Telekom with information and documents. IV.2‐ Process of Leased Line Breakdown Tracking and Recovery 1‐ The following procedure is followed in breakdowns in leased lines. a) Informing the units that are specified in Türk Telekom’s “CONTACT POINTS” section about the breakdown by the customer. b) Informing the customer about the detection and confirmation of the breakdown most lately in 2 hours for areas outside the suburban area, and most lately in 4 hours for suburban areas in cases of breakdowns that occur in leased lines. c) Providing the recovery of the breakdown within the periods that are specified below by Türk Telekom. ‐ Breakdowns that effect the traffic: The recovery of the breakdown is provided within the periods that are specified in Table‐2. ‐ Breakdowns that do not effect the traffic: The recovery of the breakdown is provided in 10 days, being independent from breakdown location. d) Breakdown status is monitored in “Breakdown Status Inquiry” that takes place in breakdown status inquiry page that is in TT website, or heard from “Interactive Voice Response Line” 121 and confirmation of recovery of the breakdown can be taken. Breakdown record cannot be closed without informing the customer about the breakdown recovery. TABLE‐2 BREAKDOWN RECOVERY PERIODS SERVICE Breakdown Location Period in which the breakdown can be recovered Leased Lines Urban 4 hours Interurban 6 hours Suburban 14 hours 2‐ In circuits that belongs to the customer, If the recovery periods which are specified in Table 2 are exceeded, for each hour, in monthly basis, 3 hour free usage is granted from the monthly fee. 3‐ In special cases that require concession or permission before breakdown recovery, breakdown recovery process begins right after concession or permission is taken. (Cases that require entry to private properties of retail customers are included in this scope.) 4‐ In cases of breakdown in leased line service that is caused by the fault of Türk Telekom; a) In cases of breakdowns that effect the traffic, 2 hour free usage is given in the next month’s fee in monthly basis for each of full hour disconnections that occur in 1 day. There is no refund for time periods that do not make up a full hour. b) There is no refund for breakdowns that do not effect the traffic. 5‐ In case yearly availability rate of a circuit and any circuitcan not be provided within a year, refund rates which will be paid are listed in the following table. CATEGORY OF AVAILABILITY RATE FOR 2009 REFUND PER CIRCUIT THE CIRCUIT REGION 1 REGION 2 34 and 155 Mbps 99,80% 99,75% (MONTHLY FEE * NUMBER OF MONTHS THAT CIRCUIT IS USED WITHIN A YEAR)*6/100 8 Mbps and lower 99,75% 99,70% (MONTHLY FEE * NUMBER OF circuits MONTHS THAT CIRCUIT IS USED WITHIN A YEAR)*)*4/100 Note: 1‐ In case that one of the ends of the leased line is in the region 1 and the other is in region 2, availability and refund rates of region 2 are valid. 2‐ Region 1: Marmara Region, Aegean Region, Central Anatolia Region and Mediterranean Region except Antalya, Hatay and Osmaniye cities, Region 2: Black Sea Region, Eastern Anatolia Region, Southeastern Anatolia Region and Antalya, Hatay and Osmaniye cities which are located in Mediterranean Region. 6‐ If demanded in circuit breakdowns, evaluation is carried out by considering both the customer records and Türk Telekom records. If a difference is found out between Türk Telekom records and customer records, Türk Telekom records are taken into account. Cooperation will be carried out with managers towards the development of a common standard system in the records of circuit breakdowns. 7‐ Türk Telekom is not responsible from the delays that occur within the periods and the contracts that are defined in Table‐2 because of force majeure and unexpected situations. Cases that are specified in unexpected situations are solved in a maximum time period of 7 days. In case this period is exceeded or disagreement occurs between managers about the occurance of unexpected situations, the existence and the period of the unexpected situation is proven to the Institution by Türk Telekom with information and documents. 8‐ Values that will be applied in the future about the aforementioned periods can be seen in Appendix‐3. V‐ RESPONSIBILITIES Türk Telekom will inform the customer in a written form when the contract is signed about names, sphere of duties, contact addresses, phone and facsimile numbers and e‐mail addresses of authorized units to make contact while Leased line service is running. In case any modification takes place in the information, Türk Telekom will inform about these modifications before they occur. In case Türk Telekom detects an important breakdown/failure which effects the service, they will interfere by informing the customer without the need of customer’s notification. Türk Telekom will observe its systems continuously and will carry out tests to detect the quality and location of the failure in cooporation with the customer if needed. Türk Telekom will inform the customer about the facilities that should be carried out for the detection and the solution of the breakdown. In case Türk Telekom runs a planned maintenance, renewal, etc of the circuit, the customer is informed at least 5 days before relevant activities take place. In case of emergency maintenance and renewal, the customer is definitely informed without any time limitation. In case of force majeure and unexpected situations though Türk Telekom performed its responsibilities about Leased line service well, it will inform demand owner about the procedures of demands. VI‐ RESPONSIBILITIES OF THE CUSTOMER 1‐ The customer will sign the agreement with Türk Telekom within 20 days after the delivery of the invitation letter. 2‐ The customer will start to pay the monthly fee by the date of the circuit is activated. 3‐ In case the circuit cannot be activated because of reasons that arise from the customer (device is not supplied by the customer, building of the customer is not ready, etc.) though the service is ready to be activated by Türk Telekom, the customer will start to pay the monthly fee at the end of 10 workdays following the preparation of the circuit by Türk Telekom. 4‐ The customer is responsible of the faults that arise from the customer (devices that the customer has to supply are not supplied yet, breakdown of the devices that belong to the customer, being not able to provide suitable location and energy for the equipment, etc.) in leased line services that are provided by Türk Telekom. 5‐ Türk Telekom should be informed as soon as possible if the contact information of the customer changes. If not informed, notifications that are sent to the former address will be considered as delivered to the customer. 6‐ In case the customer demands the increase or decrease of the speed of the circuit and/or address change, process is carried out according to the procedure below. a) In case an increase in the speed of the circuit is demanded, fee difference between new speed and former speed of the date that speed change is demanded is paid. After the speed is increased, monthly fee of the new speed is paid. b) In case a decrease in the speed of the circuit is demanded, fee difference is not paid. After the speed is decreased, monthly fee of the new speed is paid. c) In transfer demands of the customer; transfer process is carried out by the tariff which is in effect with Leased Line Process of Application, Allocation and Installation. Connection of the former circuit is cut in 5 workdays after the demand of transfer and monthly fee is not charged after the day that demand is put into effect until the transfer is completed. When the connection is provided, monthly fee begins to be charged according to its new situation. If the customer demands, until new circuit is activated, the former circuit keeps running and being charged. 7‐ In case the accrued fees are not paid within 10 workdays of its payment due date, service is closed to communication. Provided that the customer pays the aforementioned debts, the service is activated. Accrual of the monthly fees in services closed to communication continues. 8‐ In case classification change in grade occurs in leased line service because of the change in boundaries of province and district or build of a new central at a closer area, the monthly fees are charged according to the new conditions by the month that follows the date in which the change is applied, and contact points of the customer is informed by phone, facsimile or e‐mail most lately in 2 weeks after the application of the change. 9‐ The customer is responsible of the installation and breakdown of built‐ins. VII‐ LIMITATION OF THE RESPONSIBILITY Turk Telokom’s responsibilities and fine payments are limited by this Contract. Turk Telekom can not be hold responsible for any indirect or direct harm or loss that does not take place in this Contract. VIII‐ PERIOD AND MODIFICATIONS OF THE CONTRACT Turk Telekom agrees with telecommunication service standards specified in national and international authorities and Institutional regulations in its service quality. In case Türk Telekom signs a Service Level Agreement with Institutions from which it gets service about this service, the articles and periods that are specified in this contract will be re‐arranged by consultation with the institution. Hereby the contract is exclusively valid as long as the agreement is effective in aspect of those who sign agreement with Türk Telekom about leased line service. Hereby the articles of this contract can always be changed by the Institution if required. IX‐ CONTACT POINTS The center to be applied in any kind of subject in processes of application, allocation and intallation of the services that are provided hereby contract is Province Telecommunication Directorship of the Province in which one of the ends of the circuit is/will be established (Appendix 2). These Province Telecommunication Directorships will be informed to managers that get service from Türk Telekom in written form. Breakdown announcement will be done in the website of Türk Telekom (www.turktelekom.com.tr) voice response line Telekom breakdown system 121. Contact points will be available for communication of the customers 24/7. Appendix 1: Standards 1. Suggestion G.703 PHYSICAL/ELECTRICAL CHARACTERISTICS OF HIERARCHICAL INTERFACES 2. Suggestion G.704 SYNCHRONOUS FRAME STRUCTURES USED AT PRIMARY AND SECONDARY HIERARCHICAL LEVELS 3. Suggestion G.706 FRAME ALIGNMENT AND CYCLIC REDUNDANCY CHECK (CRC) PROCEDURES RELATING TO BASIC FRAME STRUCTURES DEFINED 4. Suggestion G.707 NETWORK NODE INTERFACE FOR THE SYNCHRONOUS DIGITAL HIERARCHY (SDH) 5. Suggestion G.711 PULSE CODE MODULATION (PCM) OF VOICE FREQUENCIES 6. Suggestion G.712 TRANSMISSION PERFORMANCE CHARACTERISTICS OF PULSE CODE MODULATION CHANNELS 7. Suggestion G.713 PERFORMANCE CHARACTERISTICS OF PCM CHANNELS BETWEEN 2‐WIRE INTERFACES AT VOICE FREQUENCIES 8. Suggestion G.721 32KBIT/S ADAPTIVE DIFFERENTIAL PULSE CODE MODULATION (ADPCM) 9. Suggestion G.732 CHARACTERISTICS OF PRIMARY PCM MULTIPLEX EQUIPMENT OPERATING AT 2048 KBIT/S 10. Suggestion G.736 CHARACTERISTICS OF SYNCHRONOUS DIGITAL MULTIPLEX EQUIPMENT OPERATING AT 2048 KBIT/S. 11. Suggestion G.744 SECOND ORDER PCM MULTIPLEX EQUIPMENT OPERATING AT 8448 KBIT/S 12. Suggestion G.783 CHARACTERISTICS OF SYNCHRONOUS DIGITAL HIERARCHY (SDH) EQUIPMENT FUNCTIONAL BLOCKS 13. Suggestion G.811 TIMING REQUIREMENTS AT THE OUTPUTS OF PRIMARY REFERENCE CLOCKS SUITABLE FOR PLESICHRONOUS OPERATION OF INTERNATIONAL DIGITAL LINKS. 14. Suggestion G.812 TIMING REQUIREMENTS AT THE OUTPUTS OF SLAVE CLOCKS SUITABLE FOR PLESICHRONOUS OPERATION OF INTERNATIONAL DIGITAL LINKS. 15. Suggestion G.813 TIMING CHARACTERISTICS OF SDH EQUIPMENT SLAVE CLOCKS (SEC) 16. Suggestion G.821 ERROR PERFORMANCE OF AN INTERNATIONAL DIGITAL CONNECTION OPERATING AT A BITRATE BELOW THE PRIMARY RATE AND FORMING PART OF AN INTEGRATED SERVICES DIGITAL NETWORK 17. Suggestion G.823 THE CONTROL OF JITTER AND WANDER WITHIN DIGITAL NETWORKS WHICH ARE BASED ON 2048 KBIT/S HIERARCHY. 18. Suggestion G.825 THE CONTROL OF JITTER AND WANDER WITHIN DIGITAL NETWORKS WHICH ARE BASED ON SYNCHRONOUS DIGITAL HIERARCHY (SDH) 19. Suggestion G.826 ERROR PERFORMANCE PARAMETERS AND OBJECTIVES FOR INTERNATIONAL CONSTANT BIT RATE DIGITAL PATHS AT OR ABOVE THE PRIMARY RATE. 20. Suggestion G.957 OPTICAL INTERFACES FOR EQUIPMENT AND SYSTEMS RELATING TO THE SYNCHRONOUS DIGITAL HIERARCHY 21. Suggestion O.150 GENERAL REQUIREMENTS FOR INSTRUMANTATION FOR PERFORMANCE MEASUREMENTS ON DIGITAL TRANSMISSION EQUIPMENT 22. Suggestion O.151 ERROR PERFORMANCE MEASURING THE EQUIPMENT OPERATING AT PRIMARY RATE AND ABOVE 23. Suggestion O.171 TIMING JITTER MEASURING EQUIPMENT FOR DIGITAL SYSTEMS 24. Suggestion O.172 JITTER AND WANDER MEASURING EQUIPMENT FOR DIGITAL SYSTEMS WHICH ARE BASED ON THE SDH 25. Suggestion G.761 GENERAL CHARACTERISTICS OF A 60‐CHANNEL TRANSCODER EQUIPMENT 26. Suggestion V.11 ELECTRICAL CHARACTERISTICS FOR BALANCED DOUBLE CURRENT INTERCHANGE CIRCUITS FOR GENERAL USE WITH INTEGRATED CIRCUIT EQUIPMENT IN THE FIELD OF DATA COMMUNICATION 27. Suggestion V.13 SIMULATED CARRIER CONTROL 28. Suggestion V.14 TRANSMISSION OF START‐STOP CHARACTERS OVER SYNCHRONOUS BEARER CHANNELS. 29. Suggestion V.24 LIST OF DEFINITIONS FOR INTERCHANGE CIRCUITS BETWEEN DATA TERMINAL EQUIPMENT (DTE) AND DATA CIRCUIT TERMINATING EQUIPMENT (DCE) 30. Suggestion V.28 ELECTRICAL CHARACTERISTICS FOR UNBALANCED DOUBLE CURRENT INTERCHANGE CIRCUITS 31. Suggestion V.35 DATA TRANSMISSION AT 48 KBIT/S USING 60‐108 KHZ GROUP BAND CIRCUITS 32. Suggestion V.36 MODEMS FOR SYNCHRONOUS DATA TRANSMISSION USING 60 ‐ 108 KHZ GROUP BAND CIRCUITS 33. Suggestion V.54 LOOP TEST DEVICES FOR MODEMS 34. Suggestion V.110 SUPPORT OF DATA TERMINAL EQUIPMENT (DTE) WITH V SERIES TYPE INTERFACES BY AN INTEGRATED SERVICES DIGITAL NETWORK (ISDN) 35. Suggestion X.21 INTERFACE BETWEEN DATA TERMINAL EQUIPMENT (DTE) AND DATA CIRCUIT ‐TERMINATING EQUIPMENT (DCE) FOR SYNCHRONOUS OPERATION ON PUBLIC DATA NETWORKS 36. Suggestion X.30 SUPPORT OF X21, X21BIS BASED DATA TERMINAL EQUIPMENT (DTE) BY AN INTEGRATED SERVICES DIGITAL NETWORK (ISDN) 37. Suggestion X.50 BASIC PARAMETERS FOR MULTIPLEXING IN INTERFACES BETWEEN SYNCHRONOUS DATA NETWORKS (INTERNATIONAL) Appendix 2: TÜRK TELEKOM CONTACT POINTS: NAME: SURNAME: ADDRESS: PHONE NUMBER: FACSIMILE NUMBER: Appendix 3: TARGET VALUES CATEGORY OF AVAILABILITY RATE FOR 2009 REFUND PER CIRCUIT THE CIRCUIT REGION 1 REGION 2 34 and 155 Mbps 99,90% 99,85% MONTHLY FEE * NUMBER OF MONTHS THAT CIRCUIT IS USED WITHIN A YEAR)*6/100 8 Mbps and lower 99,85% 99,80% MONTHLY FEE * circuits NUMBER OF MONTHS THAT CIRCUIT IS USED WITHIN A YEAR)*4/100 Aforementioned values can always be revised in order to be improved by Corporation or Türk Telekom with developing technologies.