Support Center

VLink (Europe) SLA

1. Application of VLink SLA
   Application of VLink SLAThese VLink Service Level Agreements (SLAs) provide Global IP Network Customers with certain rights and remedies regarding the performance of their individual VLinks (as defined below). If the customer has more than one VLink, these SLAs are applied to each link individually.
2. Definitions
   For purposes of these VLink SLAs, the following terms have the meanings set forth below:
   1. “Global IP Network Backbone” means Global IP Network owned and operated network infrastructure consisting solely of selected Global IP Network points of presence at which Global IP Network offers VLink service within Europe.
   2. “VLink” means a pair of Select POPs, and the Global IP Network Backbone routing infrastructure between them, to which the customer has a connection at each end for the purpose of receiving the VLink service.
   3. “Network Outage” means an instance in which no traffic can pass through Customer’s Vlink for more than 15 consecutive minutes, as measured by the Global IP Network.
   4. “Latency” means the average time required for round-trip packet transfers over Customer’s VLink during a calendar month, as measured by the Global IP Network.
   5. “Packet Loss” means the average percentage of IP packets transmitted over Customer’s VLink during a calendar month that are not successfully delivered, as measured by the Global IP Network.
   6. “Average Jitter” means the average variation in delay for packet transfers over Customer’s VLink during a calendar month, as measured by the Global IP Network.
   7. “Maximum Jitter” means the maximum variation in delay for packet transfers over Customer’s VLink, as measured by the Global IP Network.
   8. “Base Fee” consists solely of the base monthly fee paid by Customer for the affected service and excludes all other fees which might be charged to Customer, including, by way of example and not limitation, set-up fees, fees for local loop, or charges for additional services such as managed services.
3. Summary of VLink SLAs
   As described in more detail below, these Global IP Network Backbone SLAs provide commitments based upon goals in four key areas:
   1. Customer’s VLink will be available to Customer free of Network Outages 100% of the time.
   2. Latency guarantees over the Customer’s VLink will be based on the geography of the two VLink end points as outlined in the “VLink Latency” section below.
   3. Packet Loss over Customer’s VLink of 0.1% or less.
   4. Average Jitter over Customer’s VLink of 250 microseconds or less; and Maximum Jitter not to exceed 10 milliseconds more than 0.1% of the time.
4. VLink Availability
   Global IP Network’s goal is to make the Customer’s VLink free of Network Outages 100% of the time. Subject to Sections 9 and 10 below, upon Customer’s request, the Global IP Network will issue a credit to Customer for Network Outages on the Customer’s VLink in an amount equal to one day’s worth of the Base Fee paid by Customer, multiplied by each hour (or portion thereof rounded to the next hour) of the cumulative duration of such Network Outage.
5. VLink Latency
   Global IP Network’s goal is to keep round trip Latency on VLinks below (i) 5 milliseconds or less for metropolitan VLinks, (ii) 60 milliseconds or less for intermediate distance VLinks and (iii) 100 milliseconds or less for long distance VLinks as depicted in the table below.
   

   	buchro01	frnkge03	londen03	mdrdsp04	mlanit01	parsfr02	vienat01
   amstnl02	45	15	10	40	30	15	25
   buchro01	–	30	40	80	50	55	45
   frnkge03	–	–	15	50	20	25	15
   londen03	–	–	–	30	30	10	30
   mdrdsp04	–	–	–	–	70	50	60
   mlanit01	–	–	–	–	–	45	30
   parsfr02	–	–	–	–	–	–	40

   Subject to Sections 9 and 10 below, if Latency on Customer’s VLink for a calendar month exceeds the time frame set forth above, Global IP Network will issue a credit to Customer equal to one day’s worth of the Base Fee paid by Customer for that specific VLink for such month.

   The terms of this VLink SLA related to Latency will take effect the first full calendar month after Customer’s first use of the VLink service.

6. VLink Packet Loss
   Global IP Network’s goal is to keep Packet Loss on VLinks to 0.1% or less. If Packet Loss on Customer’s VLink exceeds 0.1% during a calendar month, NTT will issue a credit to Customer equal to one day’s worth of the Base Fee paid by Customer for that specific VLink for such month.

   The terms of this VLink SLA relating to Packet Loss will take effect the first full calendar month after Customer’s first use of the VLink service.

7. VLink Average and Maximum Jitter
   Global IP Network’s goal is to keep Average Jitter on VLinks to 250 microseconds or less; and for Maximum Jitter not to exceed 10 milliseconds more than 0.1% of a calendar month. Subject to Sections 9 and 10 below, if Average Jitter on Customer’s VLink exceeds 250 microseconds; or if Maximum Jitter exceeds 10 milliseconds more than 0.1% of a calendar month, Global IP Network will issue a credit to Customer equal to one day’s worth of the Base Fee paid by Customer for that specific VLink for such month.

   The terms of this VLink SLA relating to Jitter will take effect the first full calendar month after Customer’s first use of the VLink service.

8. Measurement
   Global IP Network will periodically (on average every 5 minutes) measure the VLinks using software and hardware components capable of measuring traffic and responses at such POPs that act as VLink SLA Measurement POPs. Customer acknowledges that not every POP may be directly measured, and that such measurements may not measure the exact path traversed by Customer’s packets. Global IP Network reserves the right to periodically change the SLA Measurement POPs and methodologies it uses without notice to Customer.
9. Exceptions
   Customer shall not receive any credits under these VLink SLAs in connection with any failure or deficiency of the Global IP Network Backbone caused by or associated with:
   1. circumstances beyond the Global IP Network ‘s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, failure of third party software or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of the VLink SLAs;
   2. failure of access circuits to the Global IP Network Backbone, unless such failure is caused solely by the Global IP Network ;
   3. scheduled maintenance and emergency maintenance and upgrades;
   4. DNS issues outside the direct control of the Global IP Network;
   5. false SLA breaches reported as a result of outages or errors of any Global IP Network measurement system;
   6. Customer’s acts or omissions (or act or omissions of others engaged or authorized by Customer), including without limitation, any negligence, willful misconduct, or use of the Global IP Network Backbone or VLink service in breach of the Global IP Network Terms and Conditions of Service or Global IP Network’s Acceptable Use Policy.
   7. The Customer has continued to be in the state of discontinuance or suspension during applicable calendar month.
      1. In case that Customer is in the state of discontinuance or suspension of VLink service at the time the Global IP Network identifies the Network Outage for Availability SLA; or has been in the state of discontinuance or suspension of VLink service during applicable calendar month for Latency, Packet Loss, Average Jitter or Maximum Jitter SLA.
10. Credit Request and Payment Procedures
    In order to receive a credit under these SLAs, Customer must make a request by accessing and following the credit request procedures as informed by our sales or billing representatives. Each request in connection with a Network Outage must be received by the Global IP Network within thirty (30) days of the Network Outage and must be confirmed by Global IP Network measurements of Customer’s VLink. The Global IP Network must receive each request in connection with Latency, Packet Loss, Average Jitter or Maximum Jitter in a calendar month within thirty (30) days after the end of such month.

    Each valid credit will be applied to an invoice of Customer within two billing cycles after the Global IP Network’s receipt of Customer’s request. Credits are exclusive of any applicable taxes charged to Customer or collected by NTT.

    Notwithstanding anything in these VLink SLAs to the contrary, the total amount credited to a Customer in connection with Network Outages, Latency, Jitter and Packet Loss in any calendar month will not exceed the Base Fee paid by Customer for such month.