General Terms and Conditions

WHOLESALE SERVICE LEVEL AGREEMENT

 

This ETHERNET SERVICE LEVEL AGREEMENT (“SLA”) applies to Ethernet Services ordered pursuant to an Ethernet Internet Access, E-LINE Ethernet Virtual Private Line (EVPL), Ethernet Private Line (EPL), E Path, or IP VPN Schedule executed by and between Customers and Northwest Fiber, LLC. (“Ziply Fiber”). The terms of this SLA apply exclusively to the Ethernet network elements directly within Ziply Fiber’s management responsibility and control (“E-LINE Service”).

1. Operational Objectives

    A. Availability: Circuit Availability is the ability to exchange data packets with the nearest Ziply Fiber Internet Point of Presence or E-LINE Customer egress port (Z location) via the ingress port (A location). “Service Outage” occurs when packet transport is unavailable or when the output signal is outside the limits of this service guarantee. Availability is measured by the number of minutes during a calendar month that the Service is operational, divided by the total minutes in that calendar month. Calculation is based on the stop-clock method beginning at the date and time of the Customer-initiated trouble ticket and ends when Ziply Fiber restores SLA-compliant circuit operation. Ziply Fiber’s E-LINE Service Availability commitment and applicable Service credit are outlined in Table 1A, subject to Section 3 below.

 

    B. Mean Time to Repair (MTTR): MTTR is a monthly calculation of the average duration of time between Trouble Ticket initiation (in accordance with Section 2B) and Ziply Fiber’s reinstatement of the Service to meet the Availability performance objective. The MTTR objectives, and credits applicable to a failure to meet such objectives, are outlined in Table 1B, subject to Section 3 below.

 

2. Performance Objectives

  These Performance Objectives do not apply to Ethernet Internet Access services.

    A. Packet Delivery: The Frame Loss Ratio (FLR) is a round trip measurement between ingress and egress ports (NIDs) at the Customer’s A and Z locations of packet delivery efficiency. FLR is the ratio of packets lost, round trip, vs. packets sent. Packet delivery statistics are collected for one calendar month. Credits will be based on Ziply Fiber’s verification of packet delivery performance between NIDs at Customer’s Service Location. The packet delivery SLA applies to CIR-compliant packets on Ethernet LAN / WAN circuits only. Ziply Fiber offers three FLR Quality of Service (QoS) levels for Ethernet Data Service. The applicable SLA is based on the QoS level, as outlined in Table 1C. Ethernet Gold and Platinum are premium level services designed to support commercial customers’ mission-critical and real time applications.

  • • Silver QoS service is Ziply Fiber’s standard Ethernet data transport service with best effort performance parameters.
  • • Gold QoS service is a premium business data service featuring enhanced performance parameters with packet forwarding priority set to Priority Data.
  • • Platinum QoS service carries Ziply Fiber’s highest QoS performance parameters and includes voice grade packet forwarding priority set to Real Time.

  If packet delivery performance falls below the applicable packet delivery percentage, Customer will be entitled to a Service credit as outlined in Table 1C, subject to Section 3 below.

 

    B. Latency: Latency, Frame Transfer Delay (FTD), is the maximum packet delivery time measured round-trip between Customer’s A and Z locations at the Committed Information Rate (CIR). Latency is measured across On-Net Service paths between ingress and egress NIDs. Measurements are taken at one-hour intervals over a one month period. Credits are based on round-trip latency of 95th percentile packet. Customer must meet the following criteria to qualify for Service credits on the E-LINE Latency SLA outlined in Table 1D:

  • • Access loops at Customer locations A and Z may be fiber or copper connectivity from the Serving Wire Center to the NIDs at each premise to qualify for the circuit SLA.
  • • Each SLA guarantee is associated with ONLY one QoS Level. Ziply Fiber will honor the Service credit associated with the QoS level ordered for On-Net Services. Customer will be entitled to Service credits if the Service fails to meet applicable Performance Objective as outlined in Table 1D subject to Section 3 below

    C. Jitter: Packet Jitter, Frame Delay Variance (FDV), is the difference in end-to-end one-way delay between selected packets in a data stream with any lost packets being ignored. Ziply Fiber guarantees average FDV (inter-packet differential) performance on E-LINE Service transmissions will meet performance parameters outlined in the table below. Credits are based on the monthly average Frame Delay Variance. Customer must meet the following criteria to qualify for Service credits on the E-LINE Jitter SLA:

  • • Access loops at Customer Service Locations A and Z may be fiber or copper connectivity from the Serving Wire Center to the NIDs at each Service Location to qualify for Fiber Loop FDV SLA.
  • • Each SLA guarantee is associated with ONLY one QoS Level. Ziply Fiber will honor the Service credit associated with the QoS level ordered for E-LINE Services, as outlined in the applicable Ethernet Service Schedule. Customer will be entitled to the credit as outlined in Table 1E if E-LINE Services fail to meet applicable service level objectives, subject to Section 3 below.
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3.Declaration of Missed Performance Credits

  To receive a credit associated with this SLA, Customer must do the following:

    A. Report the interruption and/or degradation in service via a trouble ticket within forty-eight (48) hours of the event.

    B. Submit a written request via the following site: https://wholesale.ziplyfiber.com/wholesale/billing and allow thirty (30) business days for review and initial comment.

    C. Ziply Fiber will issue credits (as a percentage of the MRC), on a per P2P Circuit Path basis, to Customer as follows for the affected measurement for each month the E-Path Platinum SLAs are not met.

  • • Operational Attributes associated with MTTR and Circuit Availability as referenced in Table(s) 1A and 1B.
  • • Performance Attributes associated with Packet Loss, Latency and Jitter characteristics as referenced in Table(s) 1C, 1D and 1E.
  • • Shall not be considered individually and are cumulative in nature.
  • • Shall not be claimed in addition to credits associated with any Operational attributes
  • • May only claim one (1) instance per calendar month.
  • • Shall not be claimed in addition to credits associated with any Performance Attributes
  • • May be pursued congruently when an outage has left a P2P circuit path unavailable for use.
  • • May only claim one (1) instance per calendar month.

    D. All declarations must be pursued within ninety (90) business days of the confirmed missed performance metric. No considerations will be reviewed or considered outside of this timeframe.