iTel Networks Logo

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 MetricCable InternetxDSL InternetLTE
Availability99%99%99%
LatencyBest EffortBest EffortBest Effort
JitterN/AN/AN/A
Packet DeliveryN/AN/AN/A

Table 1

Customer Outage Credit Schedule

Service Outage during Calendar MonthService Availability during the Calendar MonthCredit Percentage of Monthly Recurring Charge (MRC)
0 – 12 hours100% < Availability ≥ 98.3%0% of MRC for affected service
12 – 24 hours98.3% < Availability ≥96.7%20% of MRC for affected service
24 – 36 hours96.7% < Availability ≥95%50% of MRC for affected service
36+ hoursAvailability ≤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 MetricFibre InternetDIA
Availability100%99.9%
Latency< 86 ms< 86 ms
JitterN/AN/A
Packet Delivery99%99.9%

Customer Outage Credit Schedule

Service Outage during Calendar MonthService Availability during Calendar MonthCredit 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 minutes100% < Availability ≥ 99.9%0%5%
30 minutes – 4 hours99.9% < Availability ≥ 99.4%5%15%
4 – 6 hours99.4% < Availability ≥ 99.2%10%25%
6 – 8 hours99.2% < Availability ≥98.9 %20%40%
8 – 12 hours98.9% < Availability ≥98.3%30%55%
12 – 24 hours98.3% < Availability ≥96.7%40%70%
24 – 36 hours96.7% < Availability ≥95%50%85%
36+ hoursAvailability ≤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 MetricService Deliverables 
TLSVPLSEVPLEPLPL1Internet
Availability100%100%100%100%100%100%
Latency2 Real TimePriorityStandardBest EffortReal TimePriorityStandardBest Effort   
Metro (<100km)85ms3 ms5 ms7 msN/A3 ms5 ms7 msN/A10 msN/A 
Provincial (< 1000km)85ms36 ms38 ms40 msN/A36 ms38 ms40 msN/A36 msN/A 
Regional (< 2000km)85ms43 ms50 ms60 msN/A43 ms50 ms60 msN/A43 msN/A 
National (<3000km)85ms62 ms70 ms80 msN/A62 ms70 ms80 msN/A62 msN/A 
(<4000 kms)N/A77 ms85 ms100 msN/A77 ms85 ms100 msN/A77 msN/A 
JitterN/A5 ms10 msN/AN/A5 ms10 msN/AN/AN/AN/A 
Packet DeliveryN/A99.99%99.99%99.9%99.9%99.9%99.9%99.9%99.9%N/AN/A 

Table 1

Customer Outage Credit Schedule

Service Outage during Calendar MonthService Availability during Calendar MonthCredit 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 minutes100% < Availability ≥ 99.9%0%5%
30 minutes – 4 hours99.9% < Availability ≥ 99.4%5%15%
4 – 6 hours99.4% < Availability ≥ 99.2%10%25%
6 – 8 hours99.2% < Availability ≥98.9 %20%40%
8 – 12 hours98.9% < Availability ≥98.3%30%55%
12 – 24 hours98.3% < Availability ≥96.7%40%70%
24 – 36 hours96.7% < Availability ≥95%50%85%
36+ hoursAvailability ≤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 MetricInternet over EthernetEthernet over COAX (EOC)Ethernet over ADSL (EOA)Internet transit
Availability 99.99%99.99%99.99%100%
LatencyStandardStandardStandard
Metro (<100km)10 ms7 ms10 ms
Provincial (< 1000km)36 ms 40 ms36 ms
Regional (< 2000km)43 ms60 ms43 ms
National (<3000km)62 ms80 ms62 ms
(<4000kms)77 ms100 ms77 ms
Jitter N/AN/AN/A
Packet Delivery99.99%99.99% 99.99%

Table 1

Customer Outage Credit Schedule

Service Outage during Calendar MonthService Availability during Calendar MonthCredit 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 minutes100% < Availability ≥ 99.9%0%5%
30 minutes – 4 hours99.9% < Availability ≥ 99.4%5%15%
4 – 6 hours99.4% < Availability ≥ 99.2%10%25%
6 – 8 hours99.2% < Availability ≥98.9 %20%40%
8 – 12 hours98.9% < Availability ≥98.3%30%55%
12 – 24 hours98.3% < Availability ≥96.7%40%70%
24 – 36 hours96.7% < Availability ≥95%50%85%
36+ hoursAvailability ≤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 MetricWireless Internet
Availability 99.99%
Latency< 86 ms
Jitter N/A
Packet Delivery99%

Table 1

Customer Outage Credit Schedule

Service Outage during Calendar MonthService Availability during Calendar MonthCredit 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 minutes100% < Availability ≥ 99.9%0%5%
30 minutes – 4 hours99.9% < Availability ≥ 99.4%5%15%
4 – 6 hours99.4% < Availability ≥ 99.2%10%25%
6 – 8 hours99.2% < Availability ≥98.9 %20%40%
8 – 12 hours98.9% < Availability ≥98.3%30%55%
12 – 24 hours98.3% < Availability ≥96.7%40%70%
24 – 36 hours96.7% < Availability ≥95%50%85%
36+ hoursAvailability ≤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 MetricUnprotected WavelengthProtected Wavelength
Availability 99.95%100%
Latency
Metro (<100km) 3 ms 3 ms
Provincial (< 1000km)36 ms36 ms
Regional (< 2000km)43 ms43 ms
National (<3000km)62 ms62 ms
(<4000kms)77 ms77 ms
Jitter N/AN/A
Packet DeliveryN/AN/A

Table 1

Customer Outage Credit Schedule

Service Outage during Calendar MonthService Availability during Calendar MonthCredit 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 minutes100% < Availability ≥ 99.9%0%5%
30 minutes – 4 hours99.9% < Availability ≥ 99.4%5%15%
4 – 6 hours99.4% < Availability ≥ 99.2%10%25%
6 – 8 hours99.2% < Availability ≥98.9 %20%40%
8 – 12 hours98.9% < Availability ≥98.3%30%55%
12 – 24 hours98.3% < Availability ≥96.7%40%70%
24 – 36 hours96.7% < Availability ≥95%50%85%
36+ hoursAvailability ≤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 CircuitiTel Secondary CircuitiTel Tertiary CircuitiTel Combined SLA
1 xDSL--99.%
2 xDSLxDSL-99.%
2 xDSLCoax / LTE-99.9%
3 xDSLxDSLxDSL99.%
3 xDSLxDSLCoax / LTE99.99%
3 xDSLCoaxLTE100%
1Coax--99.%
2CoaxCoax-99.%
2CoaxxDSL / LTE-99.9%
3CoaxCoaxCoax99.%
3CoaxCoaxxDSL / LTE99.99%
1LTE--99%
3LTELTExDSL / COAX99.99%
2 LTE (provider 1) LTE (provider 2)-99.90%
1Wireless--99%
2WirelessxDSL / COAX / LTE-99.9%
2WirelessFiber (Diverse)-99.9%
3WirelessFiber (Diverse) LTE/Coax/xDSL100%
3WirelessxDSLLTE / COAX100%
3WirelessCoaxLTE / xDSL100%
1Fiber-- 99.9%
2FiberxDSL / COAX / LTE- 99.99%
2Fiber Fiber (Diverse)-99.99%
Fiber Fiber (Diverse)LTE/Coax/xDSL100%

Managed Services Equipment SLA

Equipment SLA

Equipment SLA Primary DeviceTTR (time to replace) Extended SLA HA Option
SD WAN Device48 hrs-Yes
Meraki48 hrs Support Contract AvailableYes
xDSL Modem2 Business Days-No