Service Level Agreements (SLA)

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.


 

Packet Delivery

Measure

Packet Delivery shall be defined as the ratio between packets delivered and packets sent from iTel core facilities’ and the customer facing interfaces. Packet Delivery applies to Data Services as per Table 1.

Remedy

  • If Packet Delivery falls below 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).

Packet Delivery Testing Procedures:

As Packet Delivery testing is intrusive, the customer circuit(s) in question will need to be made unavailable to facilitate the testing. When Customer requests Packet Delivery testing, credits will be applied to the customer if testing shows packet delivery ratios outside of the objective. If after testing iTel Networks finds Packet Delivery 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.


 

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 12 hours


 

Service Deliverables

Service Metric

Service Deliverables

Cable Internet

xDSL Internet

LTE

Availability

100%

100%

100%

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

Service Deliverables

Fibre Internet

DIA

Availability

100%

99.9%

Latency

< 86 ms

< 86 ms

Jitter

N/A

N/A

Packet Delivery

99%

99.9%

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%

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% 100% 100% 100% 100% 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
(<4000kms) 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 N/A 5 ms 10 ms N/A N/A N/A N/A
Packet Delivery N/A 99.99% 99.99% 99.9% 99.9% 99.99% 99.99% 99.9% 99.9% 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

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 Service Deliverables
Ethernet over COAX (EOC) Ethernet over ADSL (EOA) Internet transit
Availability 99.99% 99.99% 99.99% 100%
Latency3 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% 99.9% 99.9%

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

Service Deliverables

Wireless Internet

Availability

99.9%

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

Service Deliverables

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

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%

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

    99.00%

    2

    xDSL

    xDSL

    99.90%

    2

    xDSL

    Coax / LTE

    99.90%

    3

    xDSL

    xDSL

    xDSL

    99.90%

    3

    xDSL

    xDSL

    Coax / LTE

    99.990%

    3

    xDSL

    Coax

    LTE

    100%

    1

    Coax

    99.00%

    2

    Coax

    Coax

    99.90%

    2

    Coax

    xDSL / LTE

    99.90%

    3

    Coax

    Coax

    Coax

    99.90%

    3

    Coax

    Coax

    xDSL / LTE

    99.990%

    1

    LTE

    99.00%

    3

    LTE

    LTE

    xDSL / COAX

    99.990%

    2

    LTE (provider 1)

    LTE (provider 2)

    99.90%

    1

    Wireless

    99.9999%

    2

    Wireless

    xDSL / COAX / LTE

    99.99999%

    2

    Wireless

    Fiber (Diverse)

    99.99999%

    3

    Wireless

    Fiber (Diverse)

    LTE/Coax/xDSL

    100%

    3

    Wireless

    xDSL

    LTE / COAX

    100%

    3

    Wireless

    Coax

    LTE / xDSL

    100%

    1

    Fiber

    99.9999%

    2

    Fiber

    xDSL / COAX / LTE

    99.99999%

    2

    Fiber

    Fiber (Diverse)

    99.99999%

    3

    Fiber

    Fiber (Diverse)

    LTE/Coax/xDSL

    100%

    Managed Services Equipment SLA

    Equipment SLA

    Primary Device

    TTR (time to replace)

    Extended SLA

    HA Option

    SDWAN Device

    48 hrs

    Yes

    Meraki

    48 hrs

    Support Contract Available

    Yes

    xDSL Modem

    48 hrs

    No