PERFORMANCE SPECIFICATIONS ADDENDUM
TO COMMERCIAL TERMS AND CONDITIONS

 

The Customer shall operate all equipment and systems interconnected to Provider’s network in a manner consistent and compliant with the applicable Performance Specifications.   Provider shall use commercially reasonable efforts to provide the Services in accordance with the applicable Performance Specifications shown below.   Only the Performance Specifications applicable to the Services ordered by Customer on the Service Order Agreement shall apply to Customer’s Services.

 

 


Dedicated Ethernet Services

 

Interconnection Specifications

Ethernet service will be delivered at standard 10/100/1000 Mbps interfaces. The signal characteristics and supported MAC Layers at the Network Interface (NI) will be as specified in the IEEE 802.3-2002 standard. Unless mutually agreed upon by Provider and Customer, the Physical NI for Gigabit Ethernet Services delivered on the core ring will be a duplex FC-PC connector on Provider’s Fiber Distribution Panel (FDP). For 10/100 Ethernet Service at remote sites, the Physical NI will be at an RJ-45 jack on the Rate Interface Converter (Media Converter).

 

Performance Standards:

 

General

Ethernet service standards apply on a one-way basis between the Ethernet Service points of demarcation (DEMARC), which are designated Category 5 Patch Panel for electrical, and FDP for optical interfaces in the Provider equipment bay. Ethernet service standards exclude nonperformance due to force majeure or planned interruptions for necessary maintenance purposes. The actual end-to-end availability and performance of Ethernet service may be affected by the Customer provided equipment, dependent upon the type and quality of Customer equipment used.

 

Bit Error Rate

The bit error rate (BER) is the percentage of bits that have errors relative to the total number of bits received in a transmission. The end-to-end Bit Error Rate standards for Ethernet service are:

Specification

Ethernet Service

Bit Error Rate

Less Than 1 x 10-3

 

 

 

 

Packet Loss

Performance is noted in terms of packet loss. Packet Loss Ratio is defined as percentage of in-profile Ethernet frames not reliably delivered between Provider DEMARCs over a given measurement interval. The Packet Loss Ratio standards for end-to-end portions of Ethernet service are:

Specification

Monthly Average

Packet Loss Ratio

No more than 0.1%

 

 

 

 

Availability Objective

Availability is a percentage of total time that service is operative when measured over a 30 consecutive day (720 hour) period. The end-to-end availability standards for Ethernet service are:

Specification

Availability

With Single Cable Entrance

99.90%

With Dual Cable Entrance

99.95%

 

 

 

 

 

Unavailability

Ethernet service is considered unavailable when there has been a loss of signal, or a Bit Error Rate greater than or equal to the rate specified in the Bit Error Rate section of this Exhibit for ten or more consecutive seconds.

 

Repair and Scheduled Maintenance

Repair efforts will be undertaken upon notification of trouble by internal network surveillance and performance systems or by notification of trouble and release of Ethernet service by the customer for testing. Customer will be notified a minimum of five (5) business days in advance of any scheduled maintenance. Scheduled maintenance will be performed in a manner that minimizes any system interruption, and will be performed between 12:00 a.m. and 6:00 a.m. local time. Performance and availability standards shall not apply during scheduled maintenance periods.


Dedicated Internet Services

Interconnection Specifications

Internet service will be delivered using American National Standards Institute (ANSI) specifications. The signal characteristics and supported MAC Layers at the Network Interface (NI) will be as specified in the ANSI standards.  The Physical NI will be dependent on the physical data rate contracted.

 

Performance Standards:

 

General

Internet availability standards apply on a one-way basis between the Internet Service point of demarcation (DEMARC) and Provider’s ingress/egress Internet uplinks. Internet service performance standards apply on a one-way basis between Provider’s edge router and Provider’s ingress/egress Internet uplinks. Internet service standards exclude nonperformance due to force majeure or planned interruptions for necessary maintenance purposes. The actual availability and performance of Internet service may be affected by the Customer provided equipment, dependent upon the type and quality of Customer equipment used.

 

Latency and Packet Loss

Performance is noted in terms of latency and packet loss. Latency is defined as the average time it takes a packet to travel round trip from Provider’s edge routers and the Internet ingress/egress points over a given measurement interval. Packet Loss Ratio is defined as percentage of in-profile Internet frames not reliably delivered between Provider’s edge routers and the Internet ingress/egress points over a given measurement interval. The Latency and Packet Loss Ratio standards for Internet service are:

Specification

Monthly Average

Latency

No more than 30ms

Packet Loss Ratio

No more than 0.5%

 

Availability Objective

Availability is a percentage of total time that service is operative when measured over a 30 consecutive day (720 hour) period. The end-to-end availability standards for Internet service are:

Specification

Availability

With Single Cable Entrance

99.90%

With Dual Cable Entrance

99.99%

 

Inoperability

Internet service is considered inoperative when there has been a loss of signal, or a packet loss ratio greater than 0.5%.

 

Repair and Scheduled Maintenance

Repair efforts will be undertaken upon notification of trouble by internal network surveillance and performance systems or by notification of trouble and release of Internet service by the customer for testing. Customer will be notified a minimum of five (5) business days in advance of any scheduled maintenance. Scheduled maintenance will be performed in a manner that minimizes any system interruption. Performance and availability standards shall not apply during scheduled maintenance periods.

 

Dynamic Bandwidth Services

Service standards apply to the Dynamic Bandwidth Service points of demarcation (DEMARC) which are designated from the Customer demarcation point which is designated as the NIU for TDM delivery or NID for Ethernet delivery, and Internet Services (a dedicated, high-speed network connection between the Customer’s premise through to the Provider Tier I Internet Protocol Backbone Provider's domestic network and routing services, based upon the TCP/IP). The specific bandwidth and, therefore, the speed or rate at which Customer may transmit and receive data via its Internet connection, is specified by the selected port speed set forth in this Agreement.

Availability

Availability is a percentage of total time that service is operative when measured over a 365 consecutive day (8,760 hour) period.

 

Inoperability

Dynamic Bandwidth service is considered inoperative when there has been a loss of signal, or Packet Loss, Jitter or Latency do not meet the performance specifications below within any Calendar month.

 

See performance specifications for Internet and delivery service type below.

 

Specifications

See performance specifications for Internet and delivery service type below.

Mean Time to Repair

Mean Time to Repair (MTTRepair) is a basic measure of the maintainability of repairable items. It represents the average time required to repair a failed component or device.   

Specification

Monthly Average

Dynamic Bandwidth

4 Hours

 

Mean Time to Repair CPE Extended Service Area

Mean Time to Repair (MTTRepair) is a basic measure of the maintainability of repairable items. It represents the average time required to repair a failed component or device.   Extended Service Area refers to areas outside of direct field technician coverage, whereas the use of a third party may be utilized for purposes of installation and repair support.

Dynamic Bandwidth – Extended Service Area

Next Business Day

Dynamic Bandwidth – Extended Service Area - Upgrade

4 Hours

 

Mean Time to Respond

Mean Time to Respond (MTTRespond) is a measure of the average time required to acknowledge the trouble ticket and dispatch technical personnel if required. 

Specification

Monthly Average

Mean time to Respond

1 hour

 

Repair and Scheduled Maintenance

Repair efforts will be undertaken upon notification of trouble by internal network surveillance and performance systems or by notification of trouble and release of Dynamic Bandwidth service by the customer for testing. Customer will be notified a minimum of five (5) business days in advance of any scheduled maintenance. Scheduled maintenance will be performed in a manner that minimizes any system interruption. Performance and availability standards shall not apply during scheduled maintenance periods.

 

Ethernet Switched Services

 

Interconnection Specifications

Ethernet service will be delivered at standard 10/100/1000 Mbps interfaces. The signal characteristics and supported MAC Layers at the Network Interface (NI) will be as specified in the IEEE 802.3-2002 standard. Unless mutually agreed upon by Provider and Customer, the Physical NI for Gigabit Ethernet Services delivered on the core ring will be a duplex FC-PC connector on Provider’s Fiber Distribution Panel (FDP). For 10/100 Ethernet Service at remote sites, the Physical NI will be at an RJ-45 jack on the Rate Interface Converter (Media Converter).

 

Performance Standards

Ethernet service standards apply on a one-way basis between the Ethernet Service points of demarcation (DEMARC), which are Provider installed designated Category 5 Patch Panel for electrical, FDP for optical interfaces or Provider edge equipment service port when patch panels are not utilized. When a 3rd party provider is used to extend the Provider network, standards apply only to the Provider networks handoff (Network to Network Interface) to the 3rd party.  Ethernet service standards exclude nonperformance due to force majeure or planned interruptions for necessary maintenance purposes. The actual end-to-end availability and performance of Ethernet service may be affected by the Customer provided equipment, dependent upon the type and quality of Customer equipment used.

 

Availability Objective

Availability is a percentage of total time that service is operative when measured over a 30 consecutive day (720 hour) period. The end-to-end availability standards for Ethernet service are:

Specification

Availability

Fiber Access– Linear and Ring Protection with Redundant CPE

99.999%

Fiber Access – Linear and Ring Protection with Non Redundant CPE

99.99%

Copper Access

99.95%

 

Inoperability

Ethernet service is considered inoperative when there has been a loss of signal, or Packet Loss, Jitter or Latency does not meet the performance specifications below within any Calendar month.

 

Packet Loss

Performance is noted in terms of packet loss. Packet Loss Ratio is defined as percentage of in-profile Ethernet frames not reliably delivered between Provider DEMARCs over a given measurement interval. The Packet Loss Ratio standards for end-to-end portions of Internet service are:

Specification

Monthly Average

Packet Loss Ratio

No more than 0.5%

 

Latency

Latency, also known as delay, is a measure of the time required to transmit a Service Frame from the source to the destination across the Layer 2 Ethernet network and back to the source. The Latency standard for Ethernet service is:

Specification

Monthly Average

Latency

<30ms (Round Trip)

 

Jitter

Jitter is a variation of latency. It is the variation in time between packets arriving, caused by network congestion, timing drift, or route changes. End-to-end Jitter standards for Ethernet service are:

Specification

Ethernet Service

Jitter Rate

No more than 1ms

 

 

Mean Time to Repair

Mean Time to Repair (MTTRepair) is a basic measure of the maintainability of repairable items. It represents the average time required to repair a failed component or device.   

Specification

Monthly Average

Mean time to Repair

4 hours

 

Mean Time to Repair CPE Extended Service Area

Mean Time to Repair (MTTRepair) is a basic measure of the maintainability of repairable items. It represents the average time required to repair a failed component or device.   Extended Service Area refers to areas outside of direct field technician coverage, whereas the use of a third party may be utilized for purposes of installation and repair support.

Ethernet Switched Service – Extended Service Area

Next Business Day

Ethernet Switched Service – Extended Service Area - Upgrade

4 Hours

 

Mean Time to Respond

Mean Time to Respond (MTTRespond) is a measure of the average time required to acknowledge the trouble ticket and dispatch technical personnel if required. 

Specification

Monthly Average

Mean time to Respond

1 hour

 

Repair and Scheduled Maintenance

Repair efforts will be undertaken upon notification of trouble by internal network surveillance and performance systems or by notification of trouble and release of Ethernet service by the customer for testing. Customer will be notified a minimum of five (5) business days in advance of any scheduled maintenance. Scheduled maintenance will be performed in a manner that minimizes any system interruption. Performance and availability standards shall not apply during scheduled maintenance periods.


Hosted Microsoft Exchange

The Customer shall operate all equipment and systems interconnected to Provider’s network in a manner consistent and compliant with the Performance Specifications. Provider shall use reasonable efforts to provide the Services in accordance with the applicable Performance Specifications shown below. Only the Performance Specifications applicable to the Services ordered by Customer on the Service Order Agreement shall apply to Customer’s Services.

 

Account Management Services 

Defined as: all systems, software, and web-based control panels that provide Customer the ability to manage and provision Services.

 

Service Availability

Defined as the ability to send and receive email via Outlook Web Access. The Service Availability Objective for Hosted Microsoft Exchange is 99.99% and is the percentage of total time that Hosted Microsoft Exchange is available via Outlook Web Access when measured over a 30 consecutive day (720 hour) period.  This takes into account mailbox storage limits along with all items defined in Downtime & Repair and Scheduled Maintenance below:

 

Downtime

Defined as any period of time when users are unable to send or receive email via Outlook Web Access. Downtime does not include the period of time when the Service is not available as a result of: (i) Scheduled Downtime; or (ii) the acts or omissions of Customer or in direct relation to Customer configuration of the Customer’s administration portal(s); (iii) Customer’s requested changes that may cause Service to be suspended; (iv) Customer’s hardware or software; (v) Actions or inactions of Customer; or (vi) Factors outside Provider's reasonable control.

 

Repair and Scheduled Maintenance

Customer will be notified a minimum of five (5) business days in advance of any scheduled maintenance. Scheduled maintenance will be performed in a manner that minimizes any system interruption. Performance and availability standards shall not apply during scheduled maintenance periods.

 

Configuration Requirements and Acceptable Use

Customers must adhere to any required configurations, use supported platforms, and follow any policies for acceptable use found at www.enventis.com/aup in order to receive a Service Credit.

 

Service Credits

The amount and method of calculation of Service Credits is described below:

  • Upon Customer’s submission of a Service Availability Credit request, if Provider fails to meet the Service Availability Objective, as measured by Provider, for any calendar month, Customer will be eligible for a Service Availability Credit in the amount of 1/720 of the Net MRC for each one hour period that Provider fails to meet the Service Availability Objective.
  • Service Credits are Customer’s sole and exclusive financial remedy for any violation of this SLA.
  • The Service Credits awarded in any calendar month shall not, under any circumstance, exceed Customer’s monthly service fees.
  • Service Credits do not apply to one-time fees associated with this service.
  • This SLA is subject to the terms and conditions of your Service Agreement. 

 

Service Level Agreement for Long Distance Services

 

Domestic Outbound 1+ Calling

Long Distance Calls originated by Customer dialing 1+ AC + 7 digit number to locations throughout North America (including all 50 states), Puerto Rico, Guam, Saipan, and US Virgin Islands.  Rates include transport and call termination.

Domestic Inbound 1+ Calling (Toll Free Services)

Long Distance calls terminated to Customer without charge to the originating caller for calls made from locations throughout the continental United States (lower 48 states).  Rates include call origination and transport of calls.

Services Provided:

Customer has access to Provider’s LD Service 7 days per week, 24 hours per day and may transmit video, data and other communications of their choice to intrastate (within the state) or interstate (outside the state) destinations.

Where Customer contracts with Provider for Long Distance services, Provider will restrict international toll, utilizing 011+ dialing pattern, and off-shore domestic toll to non-U.S. countries, utilizing 1+ dialing pattern. Such restriction may be removed by the Provider if requested in writing by the Customer.  Customer is responsible for its network security management and agrees to safeguard against unauthorized access to the long distance network, and to assume financial liability if such security fails.  In the event such unauthorized access occurs that stimulates toll usage billing, the customer is responsible to pay for all toll traffic switch expenses incurred caused by the unauthorized access.  Customer hereby agrees to indemnify and defend Provider from and against any claims or charges made against or incurred by Provider resulting from all authorized or unauthorized toll and long distance charges.

 

Additional Provisions for Long Distance Services

Customer will be billed for domestic long distance service on a usage basis in six (6) second increments with a six (6) second increment minimum.  Customer will be billed for international long distance service on a usage basis in sixty (60) second increments with a sixty (60) second increment minimum.

Rates for services are dependent upon the Customer’s service commitment in agreement with Company.

Optional Calling Plans are available in bundled minutes.

Optional Calling Plans are applied at the billing account level.  The minutes of use for all phone numbers under the billing account can be eligible under the Optional Calling Plan depending on call type and jurisdiction.  Operator Assistance, Directory Assistance and international calls outside the US and Canada are not included in minutes of an Optional Calling Plan.   All Optional Calling Plan minutes are applied to calls on a “first in” basis by billing cycle for the entire billing account.  International calls will be billed at Providers current international rates published on www.enventis.com/ldrates.htm.

Limitation of Company’s Liability

Without limiting the general terms of Section 10 of the Commercial Terms and Conditions, the Customer assumes all risks other than those resulting from gross negligence or willful misconduct associated with the provision of long distance Services and delivery of messages, and the liability of Provider for damages resulting in whole or in part from mistakes, omissions, interruptions, delays, errors or other defects in the long distance Services provided shall not exceed its billed charges for the defective call or calls. 

 

Managed Services

Managed Service Repair Objectives and Priority Levels

 

Level 1 - Serious impairment or loss of service; immediate action required.  Connection is down or inoperable.  The situation is causing a critical impact to business operations.  Problem cannot be circumvented.

Communication – Hourly Status Updates

Clearance Objective – Two Hours

 

Level 2 - Service is severely degraded.  The situation is causing a significant impact to portions of productivity and operations.  Problem cannot be circumvented.

Communication – Status Updates every Four Hours

Clearance Objective – Eight Hours

 

Level 3 - Productivity and operations are slightly degraded; however, the problem can be circumvented.  Level 3 also includes maintenance issues.

Communication – Status Updates within 48 hours

Clearance Objective – Two Days

 

Level 4 - Productivity and operations are not affected.  Inquiries, upgrade requests, passwords, customer outages/maintenance, routing changes are included in Level 4.

Clearance Objective – Five Days

 

Mean Time to Repair CPE Extended Service Area

Mean Time to Repair (MTTRepair) is a basic measure of the maintainability of repairable items. It represents the average time required to repair a failed component or device.   Extended Service Area refers to areas outside of direct field technician coverage, whereas the use of a third party may be utilized for purposes of installation and repair support.

Managed Router – Extended Service Area

Next Business Day

Managed Router – Extended Service Area - Upgrade

4 Hours

 

MPLS Services

Interconnection Specifications

MPLS service will be delivered using American National Standards Institute (ANSI) specifications. The signal characteristics and supported MAC layers at the Network Interface (NI) will be as specified in the ANSI standards. The physical NI will be dependent on the physical data rate contracted.

 

Performance Standards:

 

General

MPLS availability standards apply between the MPLS service points of demarcation (DEMARC). MPLS service performance standards for latency and packet loss apply on a bi-directional basis between the Provider edge routers. MPLS service performance standards for jitter apply on a one-way basis between Provider’s edge routers. MPLS service standards exclude nonperformance due to force majeure or planned interruptions for necessary maintenance purposes. The actual availability and performance of MPLS service may be affected by the Customer provided equipment, dependent upon the type and quality of Customer equipment used.

 

Latency, Packet Loss and Jitter

Performance is noted in terms of latency, packet loss and jitter. Latency is defined as the average time it takes a packet to travel round trip between the Provider edge routers over a given measurement interval. Packet Loss Ratio is defined as a percentage of in-profile MPLS frames not reliably delivered between the Provider edge routers over a given measurement interval. Jitter is determined by measuring the mean deviation of the difference in packet spacing at the receiver compared to the sender for a pair of packets. Provider calculates the mean by sampling the network frequently and averaging the results over a given measurement interval. The latency, packet loss ratio and jitter standards for MPLS service are:

Specification

Monthly Average

Latency

No more than 30ms

Packet Loss Ratio

No more than 0.5%

Jitter

No more than 5ms

 

Availability Objective

Availability is a percentage of total time that service is operative when measured over a 30 consecutive day (720 hour) period. The end-to-end availability standards for MPLS service are:

Specification

Availability

With Single Cable Entrance

99.99%

With Dual Cable Entrance

99.995%

 

Inoperability

MPLS service is considered inoperative when there has been a loss of signal, or a packet loss ratio greater than 0.5%.

 

Repair and Schedule Maintenance

Repair efforts will be undertaken upon notification of trouble by internal network surveillance and performance systems or by notification of trouble and release of MPLS service by the customer for testing. Customer will be notified a minimum of five (5) business days in advance of any scheduled maintenance. Scheduled maintenance will be performed in a manner that minimizes any system interruption. Performance and availability standards shall not apply during scheduled maintenance periods.

 

Failover

  • Failover begins once the primary Provider transport service suffers a Service Interruption rendering the service completely inoperable.  This solution does not account for packet loss, network congestion, or other degradation issues that may occur on the primary Provider network connection.
  • In the event the primary Provider service experiences a Service Interruption, all traffic would fail over to Customer’s third party connection. 
  • Customer is responsible for contracting the appropriate IP Sec Failover bandwidth size to accommodate the failover of the primary Provider service.
  • There may be up to a 30 second delay before the primary Provider service would failover to the secondary connection. 
  • If voice services are being provided on the primary Provider service, Provider does not make any guarantee that voice calls remain active during a failover situation.  Additionally, voice quality may be affected while running on the secondary circuit.
  • Provider makes no guarantees of service uptime, latency, jitter and packet loss on the IP Sec Failover Service. Any such guarantees shall be obtained from Customer's third party secondary provider.
  • All of the values are best case and are not guaranteed– there are circumstances such as circuit degradation and/or circuit “bouncing” that would present transport issues without necessarily failing over to the secondary IP Sec connection.
  • Services will be restored on the primary Provider transport connection as soon as the primary service circuit comes back up and the appropriate routes have been propagated to Provider's Edge Router.
  • When service is provided through Customer's third party provider, such third party provider is completely responsible for all of Customer's services until Provider's primary services are completely restored.
  • Failover is not eligible for any service credits.

 

Private Line Services – DS1

 

Interconnection Specifications

DS1 service specifications are defined in the American National Standards Institute ANSI T1.102 – 1987 Digital Hierarchy, Electrical Interfaces, ANSI T1.403 – Network to Customer Installation DS1 Metallic Interface and AT&T Technical Reference TR 62411. DS1 service is offered at the following Digital Signal Rate:

DS Level

Rate

DS1

1.544 Mbps

 

Performance Standards:

 

General

DS1 service standards apply on a one-way basis between the DS1 Service points of demarcation (DEMARC) which are designated DSX-1 jack field locations in the Provider or Customer DSX-1 jack field bay. DS1 service standards exclude nonperformance due to force majeure or planned interruptions for necessary maintenance purposes. The actual end-to-end availability and performance of DS1 service may be affected by the Customer provided equipment, dependent upon the type and quality of Customer equipment used.

 

Bit Error Rate

The bit error rate (BER) is the percentage of bits that have errors relative to the total number of bits received in a transmission. The end-to-end Bit Error Rate standards for DS1 service are:

Specification

DS1 Service

Bit Error Rate

Less Than 1 x 10-7

 

Error Free Seconds

Performance is noted in Error Free Seconds (EFS), the percentage of total seconds that do not contain bit errors when measured over a 24-hour consecutive period. Performance shall be measured on a one-way basis using a Pseudo-Random Bit Sequence test pattern as defined in the CCITT Recommendation 0.151. The Error Free Second standards for end-to-end portions of DS1 service are:

Specification

DS1 Service

Error-Free Seconds

99.96%

 

Latency for On-Net Services Only

Latency shall be less than 30 ms per 1,000 linear V&H miles.

 

Availability Objective

Availability is a percentage of total time that service is operative when measured over a 30 consecutive day (720 hour) period. The end-to-end availability standards for DS1 service are:

Specification

DS1 Service

Availability End-to-End

99.99%

 

Inoperability

DS1 service is considered inoperative when there has been a loss of signal, or a Bit Error Rate greater than or equal to the rate specified in the Error Bit Rate section of this Exhibit for ten or more consecutive seconds.

 

Repair and Scheduled Maintenance

Repair efforts will be undertaken upon notification of trouble by internal network surveillance and performance systems or by notification of trouble and release of DS1 service by the customer for testing. Customer will be notified a minimum of five (5) business days in advance of any scheduled maintenance. Scheduled maintenance will be performed in a manner that minimizes any system interruption. Performance and availability standards shall not apply during scheduled maintenance periods.

 

Private Line Services – DS3

Interconnection Specifications

DS3 service specifications are defined in the American National Standards Institute ANSI T1.102 – 1987 Digital Hierarchy, Electrical Interfaces, ANSI T1.107 – DS3 format applications and ANSI T1.404 – Network to Customer Installation DS3 Metallic and AT&T TR 62415 Access Specification for High Capacity (DS1/DS3) Dedicated Digital Services. DS3 service is offered at the following Digital Signal Rate:

DS Level

Rate

DS3

44.736 Mbps

 

Performance Standards:

 

General

DS3 service standards apply on a one-way basis between the DS3 service points of demarcation (DEMARC) which are designated DSX-3 jack field locations in the Provider or Customer DSX-3 jack field bay. DS3 service standards exclude nonperformance due to force majeure or planned interruptions for necessary maintenance purposes. The actual end-to-end availability and performance of DS3 service may be affected by the Customer provided equipment, dependent upon the type and quality of Customer equipment used.

 

Bit Error Rate

The bit error rate (BER) is the percentage of bits that have errors relative to the total number of bits received in a transmission. The end-to-end Bit Error Rate standards for DS3 service are:

Specification

DS3 Service

Bit Error Rate

Less Than 1 x 10-7

 

Error Free Seconds

Performance is noted in Error Free Seconds (EFS), the percentage of total seconds that do not contain bit errors when measured over a 24-hour consecutive period. Performance shall be measured on a one-way basis using a Pseudo-Random Bit Sequence test pattern as defined in the CCITT Recommendation 0.151. The Error Free Second standards for end-to-end portions of DS3 service are:

Specification

DS3 Service

Error-Free Seconds

99.96%

 

Latency for On-Net Services Only

Latency shall be less than 30 ms per 1,000 linear V&H miles.

 

Availability Objective

Availability is a percentage of total time that service is operative when measured over a 30 consecutive day (720 hour) period. The end-to-end availability standards for DS3 service are:

Specification

DS3 Service

Availability End-to-End

At least 99.99%

 

Inoperability

DS3 service is considered inoperative when there has been a loss of signal, or a Bit Error Rate greater than or equal to the rate specified in the Error Bit Rate section of this Exhibit for ten or more consecutive seconds.

 

Repair and Scheduled Maintenance

Repair efforts will be undertaken upon notification of trouble by internal network surveillance and performance systems or by notification of trouble and release of DS3 service by the customer for testing. Customer will be notified a minimum of five (5) business days in advance of any scheduled maintenance. Scheduled maintenance will be performed in a manner that minimizes any system interruption. Performance and availability standards shall not apply during scheduled maintenance periods.

 

Private Line Services - SONET

Interconnection Specifications

SONET service specifications are defined in the American National Standards Institute ANSI T1.105.X: SONET and ANSI T1.119: SONET family of standards and the Telecordia Technologies GR253 CORE: SONET Transport Systems: Common Generic Criteria. SONET service is offered at the following optical carrier levels:

Optical Carrier Level

Rate

OC-3

155.520 Mbps

OC-12

622.080 Mbps

OC-48

2488.320 Mbps

 

Performance Standards:

 

General

SONET service standards apply on a one-way basis between the SONET service points of demarcation (DEMARC) which are designated Fiber Distribution Panels (FDPs) located in the Provider or Customer FDP bay. SONET service standards exclude nonperformance due to force majeure or planned interruptions for necessary maintenance purposes. The actual end-to-end availability and performance of SONET service may be affected by the Customer provided equipment, dependent upon the type and quality of Customer equipment used.

 

Bit Error Rate

The bit error rate (BER) is the percentage of bits that have errors relative to the total number of bits received in a transmission. The end-to-end Bit Error Rate standards for SONET service are:

Specification

SONET Service

Bit Error Rate

Less Than 1 x 10-7

 

Error Free Seconds

Performance is noted in Error Free Seconds (EFS), the percentage of total seconds that do not contain bit errors when measured over a 24-hour consecutive period. Performance shall be measured on a one-way basis using a Pseudo-Random Bit Sequence test pattern as defined in ITU-T Recommendation G.826. The Error Free Second standards for end-to-end portions of SONET service are:

Specification

SONET Service

Error-Free Seconds

99.9975%

 

Latency for On-Net Services Only

Latency shall be less than 30 ms per 1,000 linear V&H miles.

 

Availability Objective

Availability is a percentage of total time that service is operative when measured over a 30 consecutive day (720 hour) period. The end-to-end availability standards for SONET service are: Specification

SONET Service

Availability End-to-End

At least 99.999%

 

Inoperability

SONET service is considered inoperative when there has been a loss of signal, or a Bit Error Rate greater than or equal to the rate specified in the Error Bit Rate section of this Exhibit for ten or more consecutive seconds.

 

Repair and Scheduled Maintenance

Repair efforts will be undertaken upon notification of trouble by internal network surveillance and performance systems or by notification of trouble and release of SONET service by the customer for testing. Customer will be notified a minimum of five (5) business days in advance of any scheduled maintenance. Scheduled maintenance will be performed in a manner that minimizes any system interruption. Performance and availability standards shall not apply during scheduled maintenance periods.

 

Private Line Services - Wavelength

 

Linear Unprotected Wavelength Service

Linear unprotected wavelength services consist of one set of bi-directional waves between an A and Z location. At each end location, the service is handed off via two fibers to the Customer. Linear unprotected wavelength service is offered at the following speeds:  1 Gigabit Ethernet, 2.5Gbit, 10Gbit SONET, 10Gbit Ethernet (LAN or WAN). Storage Area Networks (SAN) technology supports the following: 1 Gbps Fiber Channel, 2 Gbps Fiber Channel, 4 Gbps Fiber Channel, IBM FICON, ISC Compat and ISC – 3 (1 Gbps/2 Gbps).

 

Path Protected Wavelength Service

Path protected wavelength services consist of two sets of route-diverse bidirectional waves between an A and Z location. At each end location the Customer will receive either: two fibers (for Ycable protection) or four fibers (for 1+1 protection). Path protected wavelength service is offered at the following speeds: 1 Gigabit Ethernet, 2.5Gbit, 10Gbit SONET, 10Gbit Ethernet (LAN or WAN). Path protected wavelength services for 2.5Gbit and 10Gbit are available as either 1+1 or Ycable.

 

Interconnection Specifications

Wavelength service specifications are provided in accordance with the following ITU-T dations: G957 for 2.5G Waves, G691 for 10G Waves. Customer’s source systems will operate within the industry standard 1310nm and 1550nm wavelengths using short reach, intermediate reach or long reach optics per GR-253 Core.

 

Performance Standards

 

General

Wavelength service standards apply on a transponder-based point-to-point basis between the Wavelength service points of demarcation (DEMARC) which are designated Fiber Distribution Panels (FDPs) located in the Provider or Customer FDP bay.  Wavelength service standards exclude nonperformance due to force majeure or planned interruptions for necessary maintenance purposes.  The actual end-to-end availability and performance of Wavelength service may be affected by the Customer provided equipment, dependent upon the type and quality of Customer equipment used.

 

Bit Error Rate

The bit error rate (BER) is the percentage of bits that have errors relative to the total number of bits received in a transmission.  The end-to-end Bit Error Rate standards for Wavelength service are:

Specification

Wavelength Service

Bit Error Rate

Less Than 1 x 10-12

 

Availability Objective

Availability is a percentage of total time that service is operative when measured over a 30 consecutive day (720 hour) period. The end-to-end availability standards for Wavelength service are:

Specification

Linear Unprotected

Wavelength Service

Path Protected

Wavelength Service

Availability End-to-End

At least 99.7%

At least 99.999%

 

Unavailability

Wavelength service is considered unavailable when there has been a loss of signal, or a Bit Error Rate greater than or equal to the rate specified in Section 3.2 of this Exhibit for ten or more consecutive seconds.

 

Repair and Scheduled Maintenance

Repair efforts will be undertaken upon notification of trouble by internal network surveillance and performance systems or by notification of trouble and release of Wavelength service by the customer for testing.  Customer will be notified a minimum of ten (10) business days in advance of any scheduled maintenance. Scheduled maintenance will be performed in a manner that minimizes any system interruption, and will be performed between 12:00 a.m. and 6:00 a.m. local time. Performance and availability standards shall not apply during scheduled maintenance periods.

 

Mean Time to Repair

Mean Time to Repair (MTTR) is a basic measure of the maintainability of repairable items. It represents the average time required to repair a failed component or device. The average monthly MTTR objective is four (4) hours.

 

SIP Trunking

Service standards apply to the SIP Trunking Service points of demarcation (DEMARC) which are designated from the Customer demarcation point which is designated as the NIU for TDM delivery or NID for Ethernet delivery, and Internet Services (a dedicated, high-speed network connection between the Customer’s premise through to the Provider Tier I Internet Protocol Backbone Provider's domestic network and routing services, based upon the TCP/IP). The specific bandwidth and, therefore, the speed or rate at which Customer may transmit and receive data via its Internet connection, is specified by the selected port speed set forth in this Agreement.

 

Availability

Availability is a percentage of total time that service is operative when measured over a 365 consecutive day (8,760 hour) period.

 

Inoperability

SIP Trunk service is considered inoperative when there has been a loss of signal, or Packet Loss, Jitter or Latency do not meet the performance specifications below within any Calendar month.

 

See performance specifications for Internet and delivery service type below.

 

Specifications

 

See performance specifications for Internet and delivery service type below.

 

Mean Time to Repair

Mean Time to Repair (MTTRepair) is a basic measure of the maintainability of repairable items. It represents the average time required to repair a failed component or device.   

Specification

Monthly Average

SIP Trunking

4 hours

 

Mean Time to Repair CPE Extended Service Area

Mean Time to Repair (MTTRepair) is a basic measure of the maintainability of repairable items. It represents the average time required to repair a failed component or device.   Extended Service Area refers to areas outside of direct field technician coverage, whereas the use of a third party may be utilized for purposes of installation and repair support.

SIP Trunking – Extended Service Area

Next Business Day

SIP Trunking – Extended Service Area - Upgrade

4 Hours

 

Mean Time to Respond

Mean Time to Respond (MTTRespond) is a measure of the average time required to acknowledge the trouble ticket and dispatch technical personnel if required. 

Specification

Monthly Average

Mean time to Respond

1 hour

 

Repair and Scheduled Maintenance

Repair efforts will be undertaken upon notification of trouble by internal network surveillance and performance systems or by notification of trouble and release of SIP Trunking service by the customer for testing. Customer will be notified a minimum of five (5) business days in advance of any scheduled maintenance. Scheduled maintenance will be performed in a manner that minimizes any system interruption. Performance and availability standards shall not apply during scheduled maintenance periods.