Service Level Commitment
We commit to meeting the following Service Level Objectives in the provision of Service to the Customer, subject to the applicable terms and conditions herein:
| Services |
Service Level Commitment |
| Network availability |
Maximum aggregate Downtime of not more than Two (2) hours per calendar
month during peak hours of Business Days, each lasting for not more than Fifteen (15) minutes. |
| Qualifying Fault |
TTR = Within 1 hour from the time of the BizPartner’s acknowledgement of
the problem. |
| Bandwidth upgrade |
Within 72 hours from the occurrence of a Bandwidth Upgrade Trigger Event. |
Definitions
The definitions of each of the above objectives are set out in the following clauses.
"Network Availability" shall mean End-to-end Network availability of the Network
calculated as below.
"Network Availability" measurement of Network Availability is based on a trouble tickets
system where the Customer reports Qualifying Faults to BizPartner. Network Availability is
measured monthly as follows:
Network Availability = (Total Network Available Hours) - (Sum of Network Unavailable Hours)
/ Total Network Available Hours X 100%
Where:
"Available" time is calculated by taking 24 hours x the number of days in the applicable
month.
"Unavailable" time is calculated from the time a Qualifying Fault is either:
- Reported by the Customer via telephone to the Data Center and acknowledged by
BizPartner as a Qualifying Fault; or
- Detected by BizPartner, if this precedes the Customer’s notification;
until the time when BizPartner restores or attempts to restore the Network, as the case may
be.
"Mean Time To Restore (MTTR)" is the mean time elapsed from the time a Qualifying Fault
in the Network is reported to the time the Network is restored to normal operating performance,
measured on a Customer trouble tickets system where the customer reports Qualifying Faults to BizPartner.
Measurement of MTTR is based on a trouble tickets system where the Customer reports
Qualifying Faults to BizPartner calculated monthly as follows:
MTTR = Total Time to Restore in one month / Total number of times a Qualifying Fault is reported in one
month
Where:
"Time to Restore" is calculated from the time when a Qualifying Fault is reported by the
customer and acknowledged by BizPartner and ends when the Network is restored to
normal operating performance by BizPartner and confirmed to the Customer.
Fault Reporting
Qualifying Faults may be reported by the Customer to BizPartner 24 hours per day 365 days per
year.
In the event of a Qualifying Fault, the Customer shall first conduct preliminary diagnostic tests to
determine that the fault is a Qualifying Fault and arises from BizPartner’s Network. In the event
that the Customer genuinely believes that the fault is on BizPartner’s Network, the Customer shall
notify the Data Center in the following manner:
General Exclusions
BizPartner shall not be liable to for failure to meet any of this Service Level Objectives where such
failure arises from the following:
- Disconnection and/or reconnection of the Services due to non-payment of any
charges payable to BizPartner or where the Services are disconnected by reason of
it being used for any illegal or unlawful purpose.
- Faults arising from reasons beyond BizPartner ’s reasonable control and Force
Majeure events including but not limited to catastrophic incidents, riots, vandalism, lightning, power failure, fire, flood, earthquake, emergency, curfew,
industrial disputes, acts of omission of any person for whom BizPartner is not
responsible or any causes whether similar or otherwise outside BizPartner ’s
control.
- Scheduled maintenance of the Network, in respect of which BizPartner will notify
the Customer in advance
Please note that this is a Service Level Commitment, not Service Level Agreement. We reserve the right, in our sole discretion, to modify, alter or otherwise update this SLC at any time.
BizPartner is a division of Vessel Business Network.
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