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Our Global IP Network SLA

While everyone claims reliability, the Global IP Network puts it in writing and displays the service metrics for you to view. It’s our part of the most aggressive Service Level Agreements (SLA) in the industry. These SLAs provide certain rights and remedies regarding the availability and performance of the Global IP Network.

We guarantee:

• The Global IP Network is free of Network Outages 100% of the time.
• Latency will not exceed 50 milliseconds for the Intra US Network, 80 milliseconds for the Trans-Atlantic Network, 130 milliseconds for the Trans-Pacific Network, 285 milliseconds for the Asia to Europe Network, 95 milliseconds for the Intra Asia Network, and 35 milliseconds for the Intra Europe Network.
• Packet Loss will not exceed 0.1%.
• Average jitter will not exceed 250 microseconds and will not exceed 10 milliseconds more than 0.1% of the time.

As described below, the Global IP Network Backbone Service Level Agreements (SLAs) provide commitments based upon goals in specific areas. Click on the following links to view current performance measurements with respect to the Global IP Network Backbone SLAs:

Intra US

• Availability: The Global IP Network Backbone will be available to the customer free of Network Outages 100% of the time.
• Packet Loss: The average monthly Packet Loss on the Global IP Network Backbone will not exceed 0.1%.
• Latency: The average monthly Latency on the Global IP Network Backbone will be 50 milliseconds or less for the Intra US Network.
• Jitter: The Average Jitter on the Global IP Network Backbone will be 250 microseconds or less.
• Maximum Jitter: The Maximum Jitter on the Global IP Network Backbone will not exceed 10 milliseconds more than 0.1% of a calendar month.

Trans-Atlantic

• Availability: The Global IP Network Backbone will be available to the customer free of Network Outages 100% of the time.
• Packet Loss: The average monthly Packet Loss on the Global IP Network Backbone will not exceed 0.1%.
• Latency: The average monthly Latency on the Global IP Network Backbone will be 80 milliseconds or less for the Trans-Atlantic Network.
• Jitter: The Average Jitter on the Global IP Network Backbone will be 250 microseconds or less.
• Maximum Jitter: The Maximum Jitter on the Global IP Network Backbone will not exceed 10 milliseconds more than 0.1% of a calendar month.

Trans-Pacific

• Availability: The Global IP Network Backbone will be available to the customer free of Network Outages 100% of the time.*
• Packet Loss: The average monthly Packet Loss on the Global IP Network Backbone will not exceed 0.1%.*
• Latency: The average monthly Latency on the Global IP Network Backbone will be 130 milliseconds or less for the Trans-Pacific Network.*
• Jitter: The Average Jitter on the Global IP Network Backbone will be 250 microseconds or less.
• Maximum Jitter: The Maximum Jitter on the Global IP Network Backbone will not exceed 10 milliseconds more than 0.1% of a calendar month.

Asia to Europe

• Availability: The Global IP Network Backbone will be available to the customer free of Network Outages 100% of the time.
• Packet Loss: The average monthly Packet Loss on the Global IP Network Backbone will not exceed 0.1%.
• Latency: The average monthly Latency on the Global IP Network Backbone will be 285 milliseconds or less between Asia and Europe.
• Jitter: The Average Jitter on the Global IP Network Backbone will be 250 microseconds or less.
• Maximum Jitter: The Maximum Jitter on the Global IP Network Backbone will not exceed 10 milliseconds more than 0.1% of a calendar month.

Intra Asia

• Availability: The Global IP Network Backbone will be available to the customer free of Network Outages 100% of the time.
• Packet Loss: The average monthly Packet Loss on the Global IP Network Backbone will not exceed 0.1%.
• Latency: The average monthly Latency on the Global IP Network Backbone will be 95 milliseconds or less for the Asia Network.
• Jitter: The Average Jitter on the Global IP Network Backbone will be 250 microseconds or less.
• Maximum Jitter: The Maximum Jitter on the Global IP Network Backbone will not exceed 10 milliseconds more than 0.1% of a calendar month.

Intra Europe

• Availability: The Global IP Network Backbone will be available to the customer free of Network Outages 100% of the time.*
• Packet Loss: The average monthly Packet Loss on the Global IP Network Backbone will not exceed 0.1%.*
• Latency: The average monthly Latency on the Global IP Network Backbone will be 35 milliseconds or less for the Europe Network.
• Jitter: The Average Jitter on the Global IP Network Backbone will be 250 microseconds or less.
• Maximum Jitter: The Maximum Jitter on the Global IP Network Backbone will not exceed 10 milliseconds more than 0.1% of a calendar month.

*Dedicated Internet Access, including customers connecting to the network via Ethernet (Fast Ethernet, Gigabit Ethernet, Ten Gigabit Ethernet, and One Hundred Gigabit Ethernet).

Please view the Terms & Conditions for definitions and additional information about the SLAs.