Service Level Agreements (SLA)

Documentation

Measurements & Remedy for
Data Services

The below calculations and remedy are used across all iTel SLA’s and reference Table 1 (Table of Deliverables) and Table 2 (Customer Outage Credit Schedule) respectively.

Availability

Measure

Network Availability is defined as the minutes of uptime over the calendar month during which the iTel provided Data Services are available to transport packets.

Outage shall be defined as an interruption to Availability by fault of iTel. If the service does not meet or exceed the Service Deliverable specified in Table 1 this will be considered an Outage.

Remedy

Customers will be credited to their account a percentage of their Monthly Recurring Charge (MRC) for the month in which the Outage occurred in accordance with the tables in the respective SLA. Credits apply to only that portion of the Customer’s bill that relates to the affected service.
In no month shall customers be credited more than the MRC for the affected services (inclusive of any other credits).
If Customer refuses to let iTel take the circuit down for testing purposes, the Services will be deemed Available and as such not eligible for a credit.

Latency

Measure

Latency shall be defined as the mean roundtrip time delay between any two iTel core facilities. Latency applies to Data Services as per Table 1

Remedy

If average latency exceeds the value specified in Table 1, circuits will be considered Unavailable, and credits will be applied according to Customer Outage Credit Schedule
In no month shall customers be credited more than the MRC for the affected services (inclusive of any other credits).

Latency Testing Procedures:

Baseline latency will be established via RFC 2544 testing during Customer network turn-up and acceptance. Results will be shared with the Customer at their request. If, at any time, the Customer feels that Latency is exceeding this baseline, Latency testing can be requested.

As Latency testing is intrusive, the Customer circuit(s) in question will need to be made unavailable to facilitate the testing. When Customer requests Latency testing, credits will be applied to the Customer if testing shows Latency outside of the objective.

Jitter

Measure

Jitter shall be defined as variation in the roundtrip time delay between any 2 iTel core facilities. Jitter applies to Data Services as per Table 1.

Remedy

If jitter exceeds the value specified in Table 1, circuits will be considered Unavailable, and credits will be applied according to Customer Outage Credit Schedule for iTel Networks Data Services
In no month shall customers be credited more than the MRC for the affected services (inclusive of any other credits).

Jitter Testing Procedures:

As Jitter testing is intrusive, the Customer circuit(s) in question will need to be made unavailable to facilitate the testing. When Customer requests Jitter testing, credits will be applied to the Customer if testing shows Jitter outside of the objective. If after testing iTel Networks finds Jitter figures acceptable as outlined in this SLA, no credits will apply and Customer may be subject to testing charges as per the iTel Networks Service Operations Standards.

Notifications

Outages must be reported immediately to the NOC so that the NOC can give the customer a trouble ticket number. The Outage will be deemed to have begun from the moment of such notification. To obtain the service credit a written request including the trouble ticket number must be made via email to: [email protected] Requests must be made no later than 7 business days after the relevant Outage occurred, failing which the right to any credit shall lapse.

Exclusions

Credits are not cumulative.

Credits do not apply to scheduled outages, scheduled and utilized maintenance windows where the customer has received prior notification, 3rd party network access failures or interruptions, acts or omissions by Customer or their agents or end-users including configuration, misuse or failure of their equipment, or force majeure.

Credits for protected services are exclusive of linear local loops (last mile).

Chronic Outages

Customer may terminate Service, without penalty, upon thirty (30) days written notice to iTel Networks, if there occurs four (4) or more Outages, each lasting two (2) hours or more, within any 30 consecutive days or a single Outage lasting seventy-two (72) or more consecutive hours, that result in Availability of less than 95%. Such right of termination shall expire if not exercised within thirty (30) days after the measurement period. The Customer shall not be entitled to terminate any Service for Outages arising from any of the exclusions set out in this Service Level Agreement. Upon termination customer will be responsible for any unpaid amortized build or installation costs.

Modem-based Internet Services

iTel Modem-based Internet Services include Cable Internet, xDSL Internet and LTE.

Modem-based Internet Services have a Mean Time to Repair (MTTR) of 48 hours

Service Deliverables

Service Metric	Cable Internet	xDSL Internet	LTE
Availability	99%	99%	99%
Latency	Best Effort	Best Effort	Best Effort
Jitter	N/A	N/A	N/A
Packet Delivery	N/A	N/A	N/A

Table 1

Customer Outage Credit Schedule

Service Outage during Calendar Month	Service Availability during the Calendar Month	Credit Percentage of Monthly Recurring Charge (MRC)
0 – 12 hours	100% < Availability ≥ 98.3%	0% of MRC for affected service
12 – 24 hours	98.3% < Availability ≥96.7%	20% of MRC for affected service
24 – 36 hours	96.7% < Availability ≥95%	50% of MRC for affected service
36+ hours	Availability ≤95%	100% of MRC for affected service

Table 2

Fibre-based Internet Services

iTel Fibre-based Internet Services include Fibre Internet and Dedicated Internet Access (DIA).
Fibre-based Internet Services and Dedicated Internet Access (DIA) have a Mean Time to Repair (MTTR)
of 4 hours.

Service Deliverables

Service Metric	Fibre Internet	DIA
Availability	100%	99.9%
Latency	< 86 ms	< 86 ms
Jitter	N/A	N/A
Packet Delivery	99%	99.9%

Customer Outage Credit Schedule

Service Outage during Calendar Month	Service Availability during Calendar Month	Credit Amount of Monthly Recurring Charges (MRC) for Unprotected Services (for affected service)	Credit Amount of Monthly Recurring Charges (MRC) for Protected Services (for affected service)
0 – 30 minutes	100% < Availability ≥ 99.9%	0%	5%
30 minutes – 4 hours	99.9% < Availability ≥ 99.4%	5%	15%
4 – 6 hours	99.4% < Availability ≥ 99.2%	10%	25%
6 – 8 hours	99.2% < Availability ≥98.9 %	20%	40%
8 – 12 hours	98.9% < Availability ≥98.3%	30%	55%
12 – 24 hours	98.3% < Availability ≥96.7%	40%	70%
24 – 36 hours	96.7% < Availability ≥95%	50%	85%
36+ hours	Availability ≤95%	60%	100%

Ethernet Services

iTel Ethernet Services include Transparent LAN Service (TLS), Virtual Private LAN Service (VPLS), Ethernet Virtual Private Line (EVPL), Ethernet Private Line (EPL), Private Line (PL) and Internet.

Ethernet Services have a Mean Time to Repair (MTTR) of 4 hours

Service Deliverables

Service Metric

Service Deliverables

TLS

VPLS

EVPL

EPL

PL1

Internet

Availability

100%

Latency2

Real Time

Priority

Standard

Best Effort

Real Time

Priority

Standard

Best Effort

Metro (<100km)

85ms

3 ms

5 ms

7 ms

N/A

3 ms

5 ms

7 ms

N/A

10 ms

N/A

Provincial (< 1000km)

85ms

36 ms

38 ms

40 ms

N/A

36 ms

38 ms

40 ms

N/A

36 ms

N/A

Regional (< 2000km)

85ms

43 ms

50 ms

60 ms

N/A

43 ms

50 ms

60 ms

N/A

43 ms

N/A

National (<3000km)

85ms

62 ms

70 ms

80 ms

N/A

62 ms

70 ms

80 ms

N/A

62 ms

N/A

(<4000 kms)

N/A

77 ms

85 ms

100 ms

N/A

77 ms

85 ms

100 ms

N/A

77 ms

N/A

Jitter

N/A

5 ms

10 ms

N/A

5 ms

10 ms

N/A

Packet Delivery

N/A

99.99%

99.9%

N/A

Table 1

Customer Outage Credit Schedule

Service Outage during Calendar Month	Service Availability during Calendar Month	Credit Amount of Monthly Recurring Charges (MRC) for Unprotected Services (for affected service)	Credit Amount of Monthly Recurring Charges (MRC) for Protected Services (for affected service)
0 – 30 minutes	100% < Availability ≥ 99.9%	0%	5%
30 minutes – 4 hours	99.9% < Availability ≥ 99.4%	5%	15%
4 – 6 hours	99.4% < Availability ≥ 99.2%	10%	25%
6 – 8 hours	99.2% < Availability ≥98.9 %	20%	40%
8 – 12 hours	98.9% < Availability ≥98.3%	30%	55%
12 – 24 hours	98.3% < Availability ≥96.7%	40%	70%
24 – 36 hours	96.7% < Availability ≥95%	50%	85%
36+ hours	Availability ≤95%	60%	100%

Table 2

1. Private Line is a synchronous transport service. Jitter is applicable only to packet-based networks.
2. Distance is measured between iTel Networks core Ethernet facilities.

Internet over Ethernet Services

iTel Internet over Ethernet Services include Ethernet over COAX (EOC), Ethernet over ADSL (EOA) and Internet.

Internet over Ethernet Services have a Mean Time to Repair (MTTR) of 4 hours.

Service Deliverables

Service Metric	Internet over Ethernet	Ethernet over COAX (EOC)	Ethernet over ADSL (EOA)	Internet transit
Availability	99.99%	99.99%	99.99%	100%
Latency	Standard	Standard	Standard
Metro (<100km)	10 ms	7 ms	10 ms
Provincial (< 1000km)	36 ms	40 ms	36 ms
Regional (< 2000km)	43 ms	60 ms	43 ms
National (<3000km)	62 ms	80 ms	62 ms
(<4000kms)	77 ms	100 ms	77 ms
Jitter	N/A	N/A	N/A
Packet Delivery	99.99%	99.99%	99.99%

Table 1

Customer Outage Credit Schedule

Service Outage during Calendar Month	Service Availability during Calendar Month	Credit Amount of Monthly Recurring Charges (MRC) for Unprotected Services (for affected service)	Credit Amount of Monthly Recurring Charges (MRC) for Protected Services (for affected service)
0 – 30 minutes	100% < Availability ≥ 99.9%	0%	5%
30 minutes – 4 hours	99.9% < Availability ≥ 99.4%	5%	15%
4 – 6 hours	99.4% < Availability ≥ 99.2%	10%	25%
6 – 8 hours	99.2% < Availability ≥98.9 %	20%	40%
8 – 12 hours	98.9% < Availability ≥98.3%	30%	55%
12 – 24 hours	98.3% < Availability ≥96.7%	40%	70%
24 – 36 hours	96.7% < Availability ≥95%	50%	85%
36+ hours	Availability ≤95%	60%	100%

Table 2

3. Distance is measured between iTel Networks core Ethernet facilities.

Wireless Internet Services

iTel Wireless Internet Services only include Fixed Wireless and P2P Wireless Services. LTE (or unfixed wireless is not included).

Wireless Internet Services have a Mean Time to Repair (MTTR) of 4 hours

Service Deliverables

Service Metric	Wireless Internet
Availability	99.99%
Latency	< 86 ms
Jitter	N/A
Packet Delivery	99%

Table 1

Customer Outage Credit Schedule

Service Outage during Calendar Month	Service Availability during Calendar Month	Credit Amount of Monthly Recurring Charges (MRC) for Unprotected Services (for affected service)	Credit Amount of Monthly Recurring Charges (MRC) for Protected Services (for affected service)
0 – 30 minutes	100% < Availability ≥ 99.9%	0%	5%
30 minutes – 4 hours	99.9% < Availability ≥ 99.4%	5%	15%
4 – 6 hours	99.4% < Availability ≥ 99.2%	10%	25%
6 – 8 hours	99.2% < Availability ≥98.9 %	20%	40%
8 – 12 hours	98.9% < Availability ≥98.3%	30%	55%
12 – 24 hours	98.3% < Availability ≥96.7%	40%	70%
24 – 36 hours	96.7% < Availability ≥95%	50%	85%
36+ hours	Availability ≤95%	60%	100%

Table 2

Wavelength Services

iTel Wavelength Services include Standard and Protected Wavelengths.

Wavelength Services have a Mean Time to Repair (MTTR) of 4 hours.

Service Deliverables

Service Metric	Unprotected Wavelength	Protected Wavelength
Availability	99.95%	100%
Latency
Metro (<100km)	3 ms	3 ms
Provincial (< 1000km)	36 ms	36 ms
Regional (< 2000km)	43 ms	43 ms
National (<3000km)	62 ms	62 ms
(<4000kms)	77 ms	77 ms
Jitter	N/A	N/A
Packet Delivery	N/A	N/A

Table 1

Customer Outage Credit Schedule

Service Outage during Calendar Month	Service Availability during Calendar Month	Credit Amount of Monthly Recurring Charges (MRC) for Unprotected Services (for affected service)	Credit Amount of Monthly Recurring Charges (MRC) for Protected Services (for affected service)
0 – 30 minutes	100% < Availability ≥ 99.9%	0%	5%
30 minutes – 4 hours	99.9% < Availability ≥ 99.4%	5%	15%
4 – 6 hours	99.4% < Availability ≥ 99.2%	10%	25%
6 – 8 hours	99.2% < Availability ≥98.9 %	20%	40%
8 – 12 hours	98.9% < Availability ≥98.3%	30%	55%
12 – 24 hours	98.3% < Availability ≥96.7%	40%	70%
24 – 36 hours	96.7% < Availability ≥95%	50%	85%
36+ hours	Availability ≤95%	60%	100%

Table 2

Internet Transit SLA

100% uninterrupted transit from iTel’s Core Network to the internet.

Paid:

For any instance of Downtime in excess of 15 minutes over the specified service level, iTel will issue a Service Credit equal to five percent (5%) of the Net MRC for the affected configuration for each half-hour (or fraction thereof) of Downtime.
No credit in excess of 100% of the value of the Monthly Recurring Charges will be granted for a single outage

Managed Services Multi Circuit SLA

Multi-circuit SLA does not apply to 3rd party customer-provided circuits

iTel Circuit SLA

# of iTel Circuits	iTel Primary Circuit	iTel Secondary Circuit	iTel Tertiary Circuit	iTel Combined SLA
1	xDSL	-	-	99.%
2	xDSL	xDSL	-	99.%
2	xDSL	Coax / LTE	-	99.9%
3	xDSL	xDSL	xDSL	99.%
3	xDSL	xDSL	Coax / LTE	99.99%
3	xDSL	Coax	LTE	100%
1	Coax	-	-	99.%
2	Coax	Coax	-	99.%
2	Coax	xDSL / LTE	-	99.9%
3	Coax	Coax	Coax	99.%
3	Coax	Coax	xDSL / LTE	99.99%
1	LTE	-	-	99%
3	LTE	LTE	xDSL / COAX	99.99%
2	LTE (provider 1)	LTE (provider 2)	-	99.90%
1	Wireless	-	-	99%
2	Wireless	xDSL / COAX / LTE	-	99.9%
2	Wireless	Fiber (Diverse)	-	99.9%
3	Wireless	Fiber (Diverse)	LTE/Coax/xDSL	100%
3	Wireless	xDSL	LTE / COAX	100%
3	Wireless	Coax	LTE / xDSL	100%
1	Fiber	-	-	99.9%
2	Fiber	xDSL / COAX / LTE	-	99.99%
2	Fiber	Fiber (Diverse)	-	99.99%
	Fiber	Fiber (Diverse)	LTE/Coax/xDSL	100%

Managed Services Equipment SLA

Equipment SLA

Equipment SLA Primary Device	TTR (time to replace)	Extended SLA	HA Option
SD WAN Device	48 hrs	-	Yes
Meraki	48 hrs	Support Contract Available	Yes
xDSL Modem	2 Business Days	-	No

Business Internet

Phone Systems

Network & Cloud

Managed Services

Business Internet

Phone Systems

Network & Cloud

Managed Services