SLA.IP VPN.GBL.06-13 Orange and Orange Business Services are trading names of the Orange Group and are trademarks of Orange Brand Services Limited. CONFIDENTIAL 1 of 22 1 SERVICE LEVEL AGREEMENT FOR IP VPN SERVICE 1.1 Introduction This SLA describes the Service Levels applicable to the IP VPN Service. Non-achievement of a Service Level may entitle Customer to receive credits against Charges, or other remedies, each as set out in this SLA. 1.2 Definitions As used in the context of IP VPN Service, the following words shall have the meanings defined in this Clause 1.2. Solely as used in the context of IP VPN Service, the words defined in this Clause 1.2 shall supersede any conflicting definition set forth elsewhere in the Agreement. "Automation" means the Orange proprietary set of systems and processes that automatically detect Incidents on the Orange Network or Orange Voice Network infrastructure elements and the Customer Network Elements and that create Incident Reports relating to such Incidents. "Back-Up" means the IP VPN Service contingency system, which uses either automatic ISDN back-up or redundant Tail Circuits with automatic switching capability on a separate circuit path to the Tail Circuit or DSL circuit. Back Up for Hub Locations must include equivalent service levels and diverse routing. "CE" or "CE Router" means any router (including cables, connectors, and software) supplied by Orange as part of the IP VPN Service and installed at Locations. "DSL" means Digital Subscriber Line. "DSL Service Type" means the DSL Select, DSL Select Off-Net, DSL Premier Gold, or DSL Premier Platinum Service Types. "Dual Access" means that there is totally diverse routing from the CE Router(s) to the Orange backbone so that there is no single point of failure. "Entry Access Node" means the access Node to which the originator data terminal equipment is connected. "Exit Access Node" means the access Node to which the destination data terminal equipment or host computer is connected. "Global Backbone Availability" means the concatenated availability of all the backbone PE Routers. This Service Level is applicable only to the Lite Service Types. "GTTR Country" means a country that Orange determines it is generally able to meet the 5-Hour GTTR Service Level, taking into account the quality of the local TOs’ operation and infrastructure and the availability of in-country support personnel (e.g. field technicians) and materiel (e.g. hardware and software spares) resources, and logistic conditions (e.g. service centers, spare depot, public transportation, etc.). Orange updates its list of GTTR Countries on a periodic basis. "Hub Location" means the Location(s) designated as a hub or host Location by Customer. "Incident" means a failure or malfunction within the IP VPN Service. Incidents do not include Service unavailability during Scheduled Maintenance (as defined below). "Incident Report" means the documentation initially created by Orange when an Incident is reported, as well as the set of actions taken or to be taken by Orange to remedy an Incident. Incident Reports are opened reactively when Customer reports an Incident, or proactively when Automation detects an Incident. Reactive and proactive opening of Incident Reports are more fully described in the Service Description for Service Select - Service Support. "IP VPN Service" means the Orange IP VPN Service, as described in the Orange standard service description for such service, prevailing from time to time. "ISDN" means Integrated Services Digital Network. "Jitter" means the inter packet delay variation between an Orange Entry Access Node and an Orange Exit Access Node belonging to the same customer community. Jitter is expressed in milliseconds (ms). "Key City" individually and collectively means the cities listed in Exhibit A (Key Cities) of this SLA, as amended by Orange from time to time. "Key City Location" means the Location is (i) connected to a Node located within a Key City, and (ii) situated within fifty (50) kilometers of such Key City. "Lite Service Type" means the Silver Lite, Gold Lite, or Platinum Lite Service Types. "MOS" means Mean Opinion Score, which is the performance indicator for voice applications monitored by Orange under the Network Boost Application SLA option. "MOS-scale" as used in the context of the Network Boost Service, means the sound quality of the voice applications, as registered by the voice application end users on a scale from 1 to 5.
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SLA.IP VPN.GBL.06-13 Orange and Orange Business Services are trading names of the Orange Group and are trademarks of Orange Brand Services Limited. CONFIDENTIAL
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1 SERVICE LEVEL AGREEMENT FOR IP VPN SERVICE
1.1 Introduction This SLA describes the Service Levels applicable to the IP VPN Service. Non-achievement of a Service Level may entitle Customer to receive credits against Charges, or other remedies, each as set out in this SLA.
1.2 Definitions As used in the context of IP VPN Service, the following words shall have the meanings defined in this Clause 1.2. Solely as used in the context of IP VPN Service, the words defined in this Clause 1.2 shall supersede any conflicting definition set forth elsewhere in the Agreement. "Automation" means the Orange proprietary set of systems and processes that automatically detect Incidents on the Orange Network or Orange Voice Network infrastructure elements and the Customer Network Elements and that create Incident Reports relating to such Incidents. "Back-Up" means the IP VPN Service contingency system, which uses either automatic ISDN back-up or redundant Tail Circuits with automatic switching capability on a separate circuit path to the Tail Circuit or DSL circuit. Back Up for Hub Locations must include equivalent service levels and diverse routing. "CE" or "CE Router" means any router (including cables, connectors, and software) supplied by Orange as part of the IP VPN Service and installed at Locations. "DSL" means Digital Subscriber Line. "DSL Service Type" means the DSL Select, DSL Select Off-Net, DSL Premier Gold, or DSL Premier Platinum Service Types. "Dual Access" means that there is totally diverse routing from the CE Router(s) to the Orange backbone so that there is no single point of failure. "Entry Access Node" means the access Node to which the originator data terminal equipment is connected. "Exit Access Node" means the access Node to which the destination data terminal equipment or host computer is connected. "Global Backbone Availability" means the concatenated availability of all the backbone PE Routers. This Service Level is applicable only to the Lite Service Types. "GTTR Country" means a country that Orange determines it is generally able to meet the 5-Hour GTTR Service Level, taking into account the quality of the local TOs’ operation and infrastructure and the availability of in-country support personnel (e.g. field technicians) and materiel (e.g. hardware and software spares) resources, and logistic conditions (e.g. service centers, spare depot, public transportation, etc.). Orange updates its list of GTTR Countries on a periodic basis. "Hub Location" means the Location(s) designated as a hub or host Location by Customer. "Incident" means a failure or malfunction within the IP VPN Service. Incidents do not include Service unavailability during Scheduled Maintenance (as defined below). "Incident Report" means the documentation initially created by Orange when an Incident is reported, as well as the set of actions taken or to be taken by Orange to remedy an Incident. Incident Reports are opened reactively when Customer reports an Incident, or proactively when Automation detects an Incident. Reactive and proactive opening of Incident Reports are more fully described in the Service Description for Service Select - Service Support. "IP VPN Service" means the Orange IP VPN Service, as described in the Orange standard service description for such service, prevailing from time to time. "ISDN" means Integrated Services Digital Network. "Jitter" means the inter packet delay variation between an Orange Entry Access Node and an Orange Exit Access Node belonging to the same customer community. Jitter is expressed in milliseconds (ms). "Key City" individually and collectively means the cities listed in Exhibit A (Key Cities) of this SLA, as amended by Orange from time to time. "Key City Location" means the Location is (i) connected to a Node located within a Key City, and (ii) situated within fifty (50) kilometers of such Key City. "Lite Service Type" means the Silver Lite, Gold Lite, or Platinum Lite Service Types. "MOS" means Mean Opinion Score, which is the performance indicator for voice applications monitored by Orange under the Network Boost Application SLA option. "MOS-scale" as used in the context of the Network Boost Service, means the sound quality of the voice applications, as registered by the voice application end users on a scale from 1 to 5.
Service Level Agreement for IP VPN Service
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"Month" means a calendar month. "Network Services" as used in this Service Level Agreement, means the Orange IP VPN Service. "Network" means the Orange network used by Orange for the provision of the IP VPN Service, excluding Tail Circuit (or DSL circuit in the case of DSL Select, DSL Select Off-Net, DSL Premier Gold and DSL Premier Platinum Service Types), public networks, and CE Routers. "Node" means a node of the Network to which Customer is connected via a Tail Circuit (or DSL circuit in the case of DSL Select, DSL Select Off-Net, DSL Premier Gold, and DSL Premier Platinum Service Types) or to which Customer dials in, such Nodes being deployed at such times and places as determined by Orange. "Normal Business Hours" or "NBH" means the normal business hours in each country where Customer’s Locations are situated, which are generally from 9:00 A.M. to 5:00 P.M., unless otherwise specified in the Agreement. "Normal Service Condition" means that the Location is situated within a 50–kilometer radius of the nearest Orange service center, and the Orange service center is located within the same country as the Location requiring a repair service. "Outage" means the non-availability of the IP VPN Service at a Location, which prevents Customer or any User from sending or receiving data using the IP VPN Service. "Path Availability" means the virtual communication link availability, expressed as a percentage, between two CE Routers connected to the Orange Network, including Tail Circuit (or DSL circuit in the case of DSL Premier Gold and DSL Premier Platinum Service Types) and contingency solutions. "PE" or "PE Router" means the Orange router allowing a CE Router to be connected to IP VPN Service. "PLR" or "Packet Loss Ratio" means the ratio between the number of IP packets sent by a source router and the number of packets actually received by the destination router. The Packet Loss Ratio is expressed as a percentage. "PSTN" means public switched telephone network. "P-QS" means Profile Quality Score, which is the performance indicator for the data applications monitored by Orange under the Network Boost Application SLA option. "Qualifying Charges" means: (a) solely with respect to Silver, Gold and Platinum Service Types and the Lite Service Types, the monthly recurring Charges for IP VPN Service (but excluding monthly recurring Tail Circuit charges) at the Location in which a Service Level credit has arisen, and (b) solely with respect to the DSL Service Types, the monthly recurring charges for IP VPN Service (including monthly recurring DSL circuit charges) at the Location in which a Service Level credit has arisen. Unless otherwise agreed in writing by Orange and Customer, for all Service Types, Qualifying Charges exclude any and all one-time charges (including, but without limitation, charges for installation, project management and professional services). "RA" or "Router Availability" means the time the router and its access link to the Orange PE Router are up and running. It is expressed as a percentage of up time versus the total time for the observation period. "RTD" or "Round Trip Delay" means the elapsed time taken for the two-way transmission of a packet between two routers, as described in Clause 1.5.1 (CE-to-CE RTD) and 1.5.2 (PE-to-PE RTD), whichever Service Level is applicable. The RTD is expressed in milliseconds. "Site Availability" means the virtual communication link availability, expressed as a percentage, between a Location and a PE Router to which the CE Router is connected, including Tail Circuit (or DSL circuit in the case of DSL Select, DSL Premier Gold, and DSL Premier Platinum Service Types) and the part of the Orange Network that provides connectivity for the Location. There is no Site Availability Service Level for the DSL Select Off-Net Service Type. "Scheduled Maintenance" means maintenance scheduled by Orange to occur during low Network traffic periods three to five times per year to implement generic changes to, or generic version updates of, the Network and lasting an average of five minutes each. "Service Type" means each type of IP VPN Service set out in Table 1, Table 2, and Table 3 in Clause 1.3 (IP VPN Service Type). "Site Profile" means the three types of IP VPN Service, namely: (a) IP VPN Corporate, (b) IP VPN Small, and (c) IP VPN Small Off-Net. "SLA" means this Service Level Agreement for the IP VPN Service. "Third Party Intervention" means intervention by any person not authorized by Orange. "TO" or "Telecommunications Operator" means an entity authorized to own, lease, and operate telecommunications circuits.
Service Level Agreement for IP VPN Service
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1.3 IP VPN Service Type The IP VPN Service Type that Customer orders from Orange will determine the type of Service Levels available to Customer. Table 1 below describes the Service Levels applicable to the Silver, Gold, and Platinum Service Types. Table 2 describes the Service Levels applicable to the DSL Select, DSL Select Off-Net, DSL Premier Gold and DSL Premier Platinum Service Types. Table 3 describes the Service Levels applicable to the Lite Service Types.
Table 1: IP VPN Orange-Managed Service Types
Service Level IP VPN Orange-Managed Service Types
Silver Gold Platinum Site Availability Yes Yes Yes
Path Availability‡ Yes Yes Yes
CE-CE Round Trip Delay Yes Yes, for D1 & D2 classes Yes, for RT†, D1 & D2 classes
CE-CE Packet Loss Yes Yes, for D1 & D2 classes Yes, for RT†, D1 & D2 classes
CE-CE Jitter No No Yes for RT†
Notes: † Only between two Locations with Platinum Service Type. ‡ Not available for Locations connected via DSL access.
Table 2: IP VPN Orange-Managed DSL Service Types
Service Levels IP VPN Orange-Managed DSL Service Types
DSL Select DSL Select Off-Net DSL Premier Gold DSL Premier Platinum
Site Availability Yes No Yes Yes
Path Availability No No Yes Yes
CE-CE Round Trip Delay No No Yes, for D1 & D2 classes
Yes, for RT†, D1 & D2 classes
CE-CE Packet Loss No No Yes, for D1 & D2 classes
Yes, for RT†, D1 & D2 classes
CE-CE Jitter No No No Yes for RT class†
Table 3: IP VPN Customer-Managed Service Types
Service Levels IP VPN Customer-Managed Service Types
Silver Lite Gold Lite Platinum Lite Global Backbone Availability Yes Yes Yes
PE-PE RTD Yes Yes Yes
PE-PE Packet Loss Yes Yes Yes
PE-PE Jitter No No Yes†
NOTE: † Only between two Locations with Platinum Lite Service Type.
1.4 Service Levels for Site Availability and Global Backbone Availability 1.4.1 Site Availability
The Silver, Gold, Platinum, DSL Select, DSL Premier Gold, and DSL Premier Platinum Service Types are supported by a Site Availability Service Level. There is no Site Availability Service Level for the DSL Select Off-Net Service Type. In case of a single router Location topology, Site Availability is equal to Router Availability. In case of dual CE Router / Tail Circuit topology, the failure of one CE Router does not constitute non-Site Availability of the IP VPN Service. The actual Site Availability is calculated on a Monthly basis. The following Site Availability Service Levels are applicable for the IP VPN Silver, Gold, Platinum, DSL Select, DSL Premier Gold and DSL Premier Platinum Service Types in Key Cities, Region 1, Region 2, and Region 3.
Service Level Agreement for IP VPN Service
SLA.IP VPN.GBL.06-13 Orange and Orange Business Services are trading names of the Orange Group and are trademarks of Orange Brand Services Limited. CONFIDENTIAL
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(‡) City List “A” (‡‡) City List “B”
Abidjan, Ivory Coast Amman, Jordan Bangalore, India Beirut, Lebanon Casablanca, Morocco Chennai, India Dakar, Senegal Douala, Cameroon
Entebbe, Uganda Kampala, Uganda La Paz, Bolivia Maputo, Mozambique Mumbai, India Tbilisi, Georgia Tunis, Tunisia Windhoek, Namibia
Delhi, India Dhaka, Bangladesh Nairobi, Kenya Praia, Cape Verde Rabat, Morocco
Notes: (†) 99.75% in Australia, Belgium, France, Germany, Japan, and Spain;
(††) 99.5% in Austria, Italy, Netherlands, Poland, Sweden, Switzerland, United Kingdom, and United States. For leased line with ISDN backup, Site Availability Service Level is the same as the Site Availability Service Level for leased line with NAS backup.
Site Availability Service Level Remedies Subject to the conditions set out below, if the actual Site Availability is less than the Site Availability Service Level, then Customer will be entitled to receive a credit against the Qualifying Charges for the affected Location where the Outage occurred. The credit will be calculated as one thirtieth (1/30th) of the Qualifying Charges for each hour of Outage up to a cumulative maximum credit of 100% of Qualifying Charges for the Location where the Outage occurred. All credits will be pro-rated on a per minute basis. The Site Availability Service Levels are subject to the following conditions: (a) For topologies with dual CE Router continuity solution, the diversity of Tail Circuits must be confirmed by the TO. (b) For topologies with Air Backup, ISDN Backup, or NAS Backup continuity solutions, in order to qualify for the Service Level, Customer must test the Air Backup, ISDN Backup, or NAS Backup on a Monthly basis with the Orange Customer Service Manager.
1.4.2 Path Availability
The Silver, Gold, Platinum, DSL Premier Gold, and DSL Premier Platinum Service Types are supported by a Path Availability Service Level. However, the Path Availability Service Level is not applicable to the multicast optional service and, therefore, excludes multicast traffic. (a) Path Availability is calculated on a Monthly basis. The Path Availability Service Level is not
available for Locations connected to the Orange Network with DSL Select or DSL Select Off-Net Service Types.
(b) The Path Availability Service Levels are limited to fifty (50) Location pairs and are set out in Exhibit D (Customer Specific Service Levels). Each Path Availability Location Pair is composed of a 'source' Location and a 'destination' Location, which will be identified in Exhibit D. Path Availability Service Levels in excess of 50 Location pairs will be considered by Orange on a case-by-case basis.
(c) Subject to the conditions set out in Clause 1.4.2(d) below, if the actual Path Availability between the 'source' Location and the 'destination' Location is less than such Location pair’s Path Availability Service Level, then for each hour of Outage at either the 'source' Location or the 'destination' Location, Customer will be entitled to receive a credit equal to 10% percent of the Qualifying Charges for the 'source' Location up to a cumulative maximum credit of 50% of the Qualifying Charges for the 'source' Location. All credits will be pro-rated on a per minute basis.
(d) Notwithstanding the provision set out in Clause 1.4.2(c) above, if Orange fails to achieve the Path Availability Service Level in respect of a Location pair, and at the same time Orange misses the Site Availability Service Level(s) for one of the Locations or both Locations in such Path Availability Location pair thereby entitling Customer to receive Site Availability Service Level credit(s) under Clause 1.4.1 (Site Availability), then Customer shall not be entitled to receive Path Availability Service Level credit under this Clause 1.4.2 (Path Availability).
Service Level Agreement for IP VPN Service
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1.4.3 Global Backbone Availability Lite Service Types are supported by the Global Backbone Availability Service Level. The Global Availability is calculated on a Monthly basis.
Table 5: Global Backbone Availability - Service Level Percentage Service Level (%)
Global Backbone Availability 99.99%
If the actual Global Backbone Availability is less than the Global Backbone Availability Service Level, then Customer will be entitled to receive a credit against the Qualifying Charges for the affected Location where the Outage occurred. The credit will be calculated as one thirtieth (1/30th) of the Qualifying Charges for each hour of Outage up to a cumulative maximum credit of 100% of Qualifying Charges for the Location where the Outage occurred. All credits will be pro-rated on a per minute basis. Since IP VPN Lite Service Types are not end-to-end managed IP VPN Service, Orange will provide credits only if Customer opens a trouble ticket for the Location where the Outage occurred.
1.4.4 Service Termination Remedy for Chronic Site Availability Failure or Global Backbone
Availability Failure In addition to the credits provided above for non-achievement of the Site Availability Service Level or the Global Backbone Availability Service Level, Customer will be entitled to: (a) Cancel the IP VPN Service at the affected Location if the cumulative maximum credit for Site
Availability Service Level or the Global Backbone Availability Service Level (each as applicable) is due in 2 consecutive Months, or in any 4 Months during any rolling 12-Month period (e.g. June 1, 2008 to May 31, 2009; June 1, 2009 to May 31, 2010, etc.), by giving Orange at least 30 days prior written notice; or
(b) Cancel the IP VPN Service at all Locations if the cumulative maximum credit for Site Availability Service Level or the Global Backbone Availability Service Level (each as applicable) is due in 2 consecutive Months, or in any 4 Months during any rolling 12-Month period (e.g. June 1, 2008 to May 31, 2009; June 1, 2009 to May 31, 2010, etc.), for more than 50% of the total number of IP VPN Service Locations, by giving Orange at least 30 days prior written notice.
1.5 Round Trip Delay The RTD Service Level depends upon the Service Type that Customer selects.
1.5.1 CE-to-CE RTD (a) For Silver, Gold, Platinum, DSL Premier Gold, and DSL Premier Platinum Service Types, the
RTD is measured from CE Router to CE Router. The CE-to-CE RTD Service Level is not applicable to the multicast optional service and, therefore, excludes multicast traffic. The Round Trip Delay for these IP VPN Service Types of the IP VPN Service is measured per Class of Service (as identified in the Service Description for the IP VPN Service). Orange will measure the CE-to-CE RTD as follows: 10 packets are sent from CE Router to CE Router at 20-millisecond intervals. The packet size will vary depending on the Class of Service (i.e., 64 bytes for Real Time Class of Service and 128 bytes for other CoS).
(b) The Customer-specific CE-to-CE RTD Service Levels are limited to fifty (50) Location pairs and are set out in Exhibit D (Customer Specific Service Levels). CE-to-CE RTD Service Levels in excess of 50 Location pairs will be considered on a case-by-case basis. These CE-to-CE RTD Service Levels are indicative metrics only. During 3 Months following the completion of the installation of Customer’s entire IP VPN network, Orange will evaluate these indicative metrics and will replace them (if necessary) with the final committed CE-to-CE RTD Service Levels; provided, however, Orange shall have an additional 3-Month period (i.e. a total of 6 Months) to evaluate the indicative CE-to-CE RTD metrics in respect of any IP VPN Service in China and to replace such indicative metrics (if necessary) with the final committed CE-to-CE RTD Service Levels.
(c) The CE-to-CE RTD measurement value will be accounted for in the average monthly Service Level if (i) the nominal Tail Circuit (or DSL circuit for DSL Premier Gold and DSL Premier Platinum Service Types) route is used, and (ii) the link load: does not exceed 30% for IP bandwidth less than or equal to 512 kbps; does not exceed 50% for IP bandwidth less than or equal to 10 Mbps; or does not exceed 70% for IP bandwidth greater than 10 Mbps.
(d) The actual CE-to-CE RTD is calculated on a Monthly basis.
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(e) If the actual CE-to-CE RTD is greater than the CE-to-CE RTD Service Level, then Customer will be entitled to receive an incremental credit equal to 10% of Qualifying Charges for the affected Location for every whole 10% by which actual CE-to-CE RTD is greater than the CE-to-CE RTD Service Level, up to the following cumulative maximum credit amount: For Silver, Gold, and Platinum Service Types: up to a cumulative maximum credit of 50% of
Qualifying Charges for the affected Location; and For DSL Premier Gold and DSL Premier Platinum Service Types: up to a cumulative
maximum credit of 10% of Qualifying Charges for the affected Location. 1.5.2 PE-to-PE RTD
For Lite Service Types, the RTD is measured from PE Router to PE Router. Orange will measure the PE-to-PE RTD as follow: 10 packets are sent from PE to PE at 20 millisecond intervals. The packet size is fixed at 128 bytes. The PE-to-PE RTD is calculated on a calendar month basis. The PE-to-PE RTD Service Levels are set forth in Exhibit C (PE-to-PE Round Trip Delay Service Levels). If the actual PE-to-PE RTD is greater than the PE-to-PE RTD Service Level, then Customer will be entitled to receive a credit equal to 10% of Qualifying Charges for the affected PE-to-PE path.
1.6 Service Level for Packet Loss Ratio 1.6.1 CE-to-CE PLR
(a) For Silver, Gold, Platinum, DSL Premier Gold, and DSL Premier Platinum Service Types, the Packet Loss Ratio is measured from CE Router to CE Router; provided, however, if the “source” Location’s CE Router and the “destination” Location’s CE Router are made by different manufacturers (e.g. one is a Cisco router and the other is a Huawei router), then the CE-to-CE PLR Service Level will be measured as a round-trip Packet Loss Ratio using the PLR data collected from the “destination” Location’s CE Router. The Packet Loss Ratio for these IP VPN Service Types of the IP VPN Service is measured per Class of Service. Orange will measure the CE-to-CE PLR as follows: 10 packets are sent from CE Router to CE Router at 20-millisecond intervals. The packet size will vary depending on the Class of Service (i.e. 64 bytes for Real Time Class of Service and 128 bytes for other CoS).
(b) The Locations covered by the CE-to-CE PLR Service Levels will correspond to the Location pairs for the CE-to-CE RTD set out in Exhibit D (Customer Specific Service Levels). The CE-to-CE PLR Service Levels are indicative metrics only. During 6 Months following the completion of the installation of Customer’s entire IP VPN network, Orange will evaluate these indicative metrics and will replace them (if necessary) with the final committed CE-to-CE PLR Service Levels.
(c) The CE-to-CE PLR Service Level only applies if (i) the nominal Tail Circuit is used (or DSL circuit in the case of DSL Premier Gold and DSL Premier Platinum Service Types), and (ii) the link load: does not exceed 30% for IP bandwidth less than or equal to 512 kbps; does not exceed 50% for IP bandwidth less than or equal to 10 Mbps; or does not exceed 70% for IP bandwidth greater than 10 Mbps.
In addition, the CE-to-CE PLR Service Level is not applicable to the multicast optional service and, therefore, excludes multicast traffic. (d) If the actual CE-to-CE PLR is greater than the CE-to-CE PLR Service Level, then Customer will
be entitled to receive a credit as set forth below: For Silver and Gold Service Types: an incremental credit equal to 10% of the Qualifying
Charges for the affected Location for every whole 10% by which the actual CE-to-CE PLR is greater than the CE-to-CE PLR Service Level, up to a cumulative maximum credit of 50% of Qualifying Charges for the affected Location.
For Platinum Service Type without Telepresence Connect optional feature: an incremental credit equal to 10% of the Qualifying Charges for the affected Location for every whole 10% by which the actual CE-to-CE PLR is greater than the CE-to-CE PLR Service Level, up to a cumulative maximum credit of 50% of Qualifying Charges for the affected Location.
For Platinum Service Type with Telepresence Connect optional feature: a cumulative maximum credit of 10% of Qualifying Charges for the affected Location if the actual CE-to-CE PLR exceeds the CE-to-CE PLR Service Level by 10% or more.
For DSL Premier Gold and DSL Premier Platinum Service Types: an incremental credit equal to 10% of the Qualifying Charges for the affected Location for every whole 10% by which the actual CE-to-CE PLR is greater than the CE-to-CE PLR Service Level, up to a cumulative maximum credit of 10% of Qualifying Charges for the affected Location.
Service Level Agreement for IP VPN Service
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1.6.2 PE-to-PE PLR For Lite Service Types, Packet Loss Ratio is measured on PE-to-PE path only, and is measured on a Monthly basis. (a) For RT-Vi and D1 Classes of Service, the PLR is 0.05% if both PE Routers are located in one of
the following cities.
Table 6: PE Router City Locations Amsterdam, Netherlands Atlanta, Georgia, United States Brussels, Belgium
Chicago, Illinois, United States Dallas, Texas, United States Denver, Colorado, United States
Houston, Texas, United States London, United Kingdom Los Angeles, California, United States
Milan, Italy Mumbai, India New York, New York, United States
Paris, France Philadelphia, Pennsylvania, United States
Rio de Janeiro, Brazil
Rotterdam, Netherlands Santiago, Chile Sao Paulo, Brazil
Seattle, Washington, United States Stuttgart, Germany Washington DC, United States
Zurich, Switzerland However, if either PE Router on the PE-to-PE path is not located in one of the cities listed above, then the PLR Service Level for RT-Vi and D1 Classes of Service will be as set forth in the PE-to-PE Service Level table in Clause 1.6.2(b) below. (b) The following PE-to-PE PLR Service Levels are applicable to:
(i) RT-Vi and D1 Classes of Service if either PE Router on the PE-to-PE path is not located in one of the cities listed in Clause 1.6.2(a) above; and
(ii) RT-Vo and D2 Classes of Service.
Table 7: PE-to-PE PLR Service Levels
PE-to-PE PLR (%) Western Europe
Eastern Europe
North America
East
North America
West Latin
America Asia ANZ South Africa
Middle East
Western Europe 0.1 0.2 0.3 0.3 0.4 0.3 0.3 0.2 0.2
Eastern Europe 0.2 0.3 0.3 0.4 0.3 0.3 0.3 0.3
North America - East 0.1 0.2 0.3 0.2 0.2 0.4 0.3
North America - West 0.1 0.3 0.2 0.2 0.4 0.4
South America 0.2 0.4 0.4 0.4 0.4
Asia 0.1 0.2 0.4 0.3
ANZ 0.1 0.4 0.4
South Africa 0.1 0.3
Middle East 0.1 The Orange countries for each geographic region listed above are as follows:
Western Europe France, United Kingdom, Benelux, Italy, Switzerland, Spain, Portugal, Denmark, Scandinavia, Ireland, Germany, Austria, and Netherlands,
Easter Europe Russian Federation, Poland, Hungary, Greece, Romania, and Czech Republic,
North America East United States East Coast states, plus Chicago, Houston, Tulsa, Dallas, and Montreal, Canada,
North America West United States West Coast states, plus Denver, Colorado and Toronto, Canada.
Latin America Argentina, Brazil, Chile, Colombia, Guatemala, Peru, Venezuela, Caribbean, and Mexico.
Asia China, Hong Kong, India, Japan, Malaysia, Republic of Korea, Taiwan, and Thailand.
ANZ Australia and New Zealand.
South Africa South Africa
Middle East Israel, United Arab Emirate, Egypt, and Bahrain.
Service Level Agreement for IP VPN Service
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If the actual PE-to-PE PLR is greater than the PE-to-PE PLR Service Level, then Customer will be entitled to receive a cumulative maximum credit equal to 10% of Qualifying Charges for the affected PE-to-PE path.
1.7 Service Level for Jitter 1.7.1 CE-to-CE Jitter
(a) For Platinum and DSL Premier Platinum Service Types, the Jitter Service Level and is measured from CE Router to CE Router. Jitter is measured for real-time Video and Voice Classes of Service, as described in the Service Description for the IP VPN Service. Orange will measure the CE-to-CE Jitter as follows: 10 packets are sent from CE Router to CE Router at 20-millisecond intervals. The packet size is 64 bytes.
(b) The Locations covered by the CE-to-CE Jitter Service Levels will correspond to the Location pairs for the CE-to-CE RTD set out in Exhibit D (Customer Specific Service Levels). The CE-to-CE Jitter Service Levels are indicative metrics only. During 6 Months following the completion of the installation of Customer’s entire IP VPN network, Orange will evaluate these indicative metrics and will replace them (if necessary) with the final committed CE-to-CE Jitter Service Levels.
(c) The CE-to-CE Jitter Service Level only applies if (i) the nominal Tail Circuit (or DSL circuit in the case of DSL Premier Platinum Service Type) used, and (ii) the link load: does not exceed 30% for IP bandwidth less than or equal to 512 kbps; does not exceed 50% for IP bandwidth less than or equal to 10 Mbps; or does not exceed 70% for IP bandwidth greater than 10 Mbps.
In addition, the CE-to-CE Jitter Service Level is not applicable to the multicast optional service and, therefore, excludes multicast traffic. (d) The actual Jitter is calculated on a Monthly basis. The CE-to-CE Jitter Service Level between a
Location pair is: (i) 40 milliseconds if the Platinum Service Type for either or both Location(s) in the Location
pair does not have Telepresence Connect optional feature; (ii) 40 milliseconds if the Platinum Service Type for both Locations has Telepresence Connect
optional feature but one Location or both Location(s) in the Location pair is/are located in China;
(iii) 40 milliseconds in the case of DSL Premier Platinum Service Type; and (iv) unless otherwise set forth in Table 17 (CE- CE Round Trip Delay, Packet Loss Ratio, Jitter)
in Exhibit D (Customer Specific Service Levels), 10 milliseconds if: (A) the Platinum Service Type for both Locations in the Location pair has Telepresence Connect optional feature, and (B) neither Location in the Location pair is located in China.
(e) If the actual CE-to-CE Jitter is greater than the CE-to-CE Jitter Service Level, then Customer will be entitled to receive a credit as set forth below: For Platinum Service Type without Telepresence Connect optional feature: an
incremental credit equal to 10% of Qualifying Charges for the affected Location for every whole 10% by which actual CE-to-CE Jitter is higher than the CE-to-CE Jitter Service Level, up to a cumulative maximum credit of 50% of Qualifying Charges for the affected Location.
For Platinum Service Type with Telepresence Connect optional feature: a cumulative maximum credit of 10% of Qualifying Charges for the affected Location if the actual Jitter exceeds the Jitter Service Level by 10% or more.
For DSL Premier Platinum Service Type: an incremental credit equal to 10% of Qualifying Charges for the affected Location for every whole 10% by which actual CE-to-CE Jitter is higher than the CE-to-CE Jitter Service Level, up to a cumulative maximum credit of 10% of Qualifying Charges for the affected Location.
All credits will be pro-rated on a per millisecond basis. 1.7.2 PE-to-PE Jitter
PE-to-PE Jitter is only applicable to Platinum Lite Service Type. PE-to-PE Jitter is limited to the PE-to-PE path and is measured on a Monthly basis. The PE-to-PE Jitter Service Levels are as follows: (a) The PE-to-PE Jitter Service Level between two PE Routers is 5 milliseconds if both PE Routers
are located in one of the following cities.
Table 8: PE-to-PE Jitter City Locations Amsterdam Atlanta Brussels Chicago
Dallas Denver Frankfurt Geneva
Hamburg Houston London Los Angeles
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Milan Mumbai New York Paris
Philadelphia Rio de Janeiro Rotterdam Santiago, Chile
Sao Paulo Seattle Stuttgart Washington DC
Zurich (b) If either PE Router is not located in one of the cities listed in Clause 1.7.2(a) above, then the PE-
to-PE Jitter Service Level between both PE Routers is 10 milliseconds. (c) If the actual PE-to-PE Jitter is greater than the PE-to-PE Jitter Service Level, then Customer will
be entitled to receive an incremental credit equal to 10% of Qualifying Charges for the affected Location for every whole 10% by which actual PE-to-PE Jitter is higher than the PE-to-PE Jitter Service Level, up to a cumulative maximum credit of 50% of Qualifying Charges for the affected Location.
1.8 Service Level for Guaranteed Time to Repair 1.8.1 Overview
The 5-Hour GTTR Service Level (as hereinafter defined) is applicable only if the Location has a (i) Silver, (ii) Gold, (iii) Platinum, (iv) DSL Premier Gold, or (v) DSL Premier Platinum Service Type and one of the following continuity solutions:
Dual CE Routers Always-On DSL Select Always-On DSL Premier Gold
Always-On DSL Premier Platinum Dual over Ethernet
Dual over Leased Line Dual over Satellite
Dual over DSL Premier Gold Dual over DSL Premier Platinum If Customer has subscribed to the multicast or IPv6 optional service features, then any and all Incidents related to and affecting the proper operational condition of the multicast optional service or the IPv6 optional service features are excluded from the 5-Hour GTTR Service Level. The 5-Hour GTTR Service Level does not apply to any Lite Service Type, DSL Select Off-Net Service Type or the DSL Select Service Type. In addition, the 5-Hour GTTR Service Level only applies if: (a) Customer has ordered the Extended Service Support feature of Service Select – Service Support
and the Extended Service Delivery feature of Service Select – Service Delivery in connection with the .IP VPN Service, as indicated in the Orders for IP VPN Service or the Charges Schedule for IP VPN Service.
(b) the Incident has been reported to the GCSC and an Incident Report has been opened; (c) the Incident severity is classified as a Severity Level 1 (i.e. the Incident is an Outage); and (d) the Location is situated in a GTTR Country.
1.8.2 GTTR Service Level (a) Subject to the limitations described in Clause 1.8.3 (Limitations) below, Orange commits to a
GTTR Service Level of five (5) hours (hereinafter the "5-Hour GTTR Service Level"). The Locations covered by the 5-Hour GTTR Service Level will be listed in Exhibit D (Customer Specific Service Levels).
(b) The calculation of the actual time-to-repair starts when the GCSC creates the Incident Report concerning the Severity Level 1 Incident, and it ends when the GCSC closes the Incident Report after notifying Customer that the Incident is fixed. However, the Incident Report will remain open if Customer notifies the GCSC that the Severity Level 1 Incident still exists, and in such event the calculation of the actual time-to-repair will continue until the Severity Level 1 Incident is fixed.
1.8.3 Limitations The 5-Hour GTTR Service Level does not apply during the following events: (a) Unless Customer purchases 24x7x365 maintenance support for the Orange-managed router, the
5-Hour GTTR Service Level only applies during Normal Business Hours. In such event, calculation of the actual time-to-repair ceases at the end of Normal Business Hours. If the Incident Report remains open at the end of such Normal Business Hours (i.e. the malfunctioning router has not been fixed), then the calculation of the actual time-to-repair will resume at the start of Normal Business Hours on the next Business Day. For certain Locations, 24x7x365 maintenance support may not be available due to the remote location of the site or the unavailability of spares on short notice. The Orange account manager will confirm the availability of the 24x7x365 maintenance support for a specific Location at the time Customer orders such level of support.
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(b) If the Outage arises from a malfunctioning Tail Circuit, then the 5-Hour GTTR Service Level only applies if the Location is within a GTTR Country and the repair of the malfunctioning Tail Circuit falls within the TO’s maintenance hours. Thus, if the TO for the malfunctioning Tail Circuit does not provide 24x7x365 maintenance support in respect to the Tail Circuit, then calculation of the actual time-to-repair ceases at the end of the TO’s maintenance hours. In such event, if the Incident Report remains open at the end of the TO’s maintenance hours, (i.e. the malfunctioning Tail Circuit has not been fixed), then calculation of the actual time-to-repair will resume at the start of the TO's next maintenance hours. For all Locations not within a GTTR Country, Orange will use commercially reasonable efforts to have the TO repair the malfunctioning Tail Circuit as soon as possible.
(c) With respect to DSL Premier Gold and DSL Premier Platinum Service Types, the 5-Hour GTTR Service Level does not apply to Incidents caused by the PSTN or ISDN circuit failures if the TO of the DSL differs from the TO of the PSTN circuit or ISDN circuit.
(d) The 5-Hour GTTR Service Level does not apply if Customer does not provide Orange with information reasonably required by Orange to remedy the Outage.
(e) The 5-Hour GTTR Service Level does not apply if Customer does not provide Orange with access to the Location to conduct an on-site repair.
1.8.4 Remedies The 5-Hour GTTR Service Level is calculated on a Monthly basis. If the actual time-to-repair exceeds 5 hours, then Customer will receive a cumulative maximum credit equal to 10% of the Qualifying Charges for the IP VPN Service for the Location where the Outage occurred. If Customer is also entitled to receive credits under Clause 1.4 (Service Levels for Site Availability) as a result of similar Outage, then Customer shall only receive the greater of the credits due and owing to Customer under Clause 1.4 or this Clause 1.8.4. In no event shall Customer receive credits under both Clause 1.4 and this Clause 1.8.4 for the same Outage.
1.9 Network Boost Application SLA Option Service Level The Service Level set forth in this Clause 1.9 shall only apply if Customer has purchased the Network Boost Service and has selected the Application SLA optional feature of the Network Boost Service. In addition, the Application SLA Service Level does not apply to either the DSL Select Service Type or the DSL Select Off-Net Service Type. Network Boost Service is an optional service of IP VPN Service. A general description of the Network Boost Service is set forth in Clause A.1.8.4 of the Service Description for Orange IP VPN Service, and a detailed description of the Network Boost optional service can be provided to Customer if Customer orders the Network Boost Service.
1.9.1 MOS Target and P-QS Targets Table 9 sets forth the target Mean Opinion Score ("MOS Target") for codec G711 and the target Profile Quality Scores ("P-QS Targets") for the High-criticality and Top-criticality Top 5 Data Applications1:
Table 9: MOS Target & P-QS Targets
Voice Applications Top 5 Data Applications
Codec G711 High-Criticality Data Applications Top-Criticality Data Applications MOS TARGET ≥4 Not Applicable Not Applicable
P-QS TARGET Not Applicable ≥4.2 ≥4.8
1.9.2 Service Level Credit The amount of Application SLA Service Level credit that Customer is entitled to receive is based on the percentage of time during a calendar month that Orange missed the MOS Target and/or the P-QS Targets. (a) The MOS-scale data for codec G711 are collected every five (5) minutes across all current voice
application sessions monitored by the Network Boost, and the Mean Opinion Score of such MOS-scale data is calculated every four- (4) hour cycle during the calendar month. If the Mean Opinion Score is less than 4, then it would be counted as one (1) Event (as hereinafter defined) during the calendar month in which Orange missed the MOS Target.
(b) The Profile Quality Score for the Top-criticality data application(s) that comprise(s) the Top 5 Data Applications are collected every five (5) minutes across all current sessions of Top-criticality data application(s), and are averaged every four- (4) hour cycle during the calendar month. If the average Profile Quality Score for all Top-criticality data application sessions during such 4-hour
1 Data applications are grouped into Top, High, Medium and Low categories based on their criticality. The P-QS performance indicator will only support up to a maximum of 5 data applications comprised of either Top-criticality applications and/or High-criticality applications ("Top 5 Data Applications"). Orange and Customer will jointly select the Top 5 Data Applications.
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timeframe is less than 4.8, then it would be counted as one (1) Event during the calendar month in which Orange missed the P-QS Target for the Top-criticality data application(s) that comprise(s) the Top 5 Data Applications.
(c) The Profile Quality Score for the High-criticality data application(s) that comprise(s) the Top 5 Data Applications are collected every five (5) minutes across all current sessions of Top-criticality data application(s), and are averaged every four- (4) hour cycle during the calendar month. If the average Profile Quality Score for all High-criticality data application sessions during such 4-hour timeframe is less than 4.2, then it would be counted as one (1) Event during the calendar month in which Orange missed the P-QS Target for the High-criticality data application(s) that comprise(s) the Top 5 Data Applications.
The Profile Quality Score performance indicator reports cases when the IP VPN Service Users demand network resources beyond the network capacity allotted for the Location. Such cases are called "over-activity". By way of example only and not by limitation, an over-activity occurs when the applications’ end users demand more IP bandwidth over and above the IP bandwidth that Customer has ordered for the Location. The P-QS performance indicator does not apply during any period of over-activity. Thus, the P-QS values during over-activity periods are excluded from the calculation of the average P-QS.
(d) Failure by Orange to meet the MOS Target, or either P-QS Target, or all three targets (i.e. MOS Target and both P-QS Targets) during a 4-hour measurement cycle will be considered an "Event". For the avoidance of doubt, if Orange misses all three targets or two out of three targets during a 4-hour measurement cycle, then such incidents would be counted only as a single Event rather than three separate Events (in the case where Orange missed all 3 targets) or two separate Events (in the case where Orange missed 2 targets). The amount of Application SLA Service Level credit that Customer is entitled to receive is based on the percentage of time that Events have occurred during a calendar month. The percentage of time that Events have occurred during a calendar month is calculated as follows:
D(%) = E
x 100 N
NOTES: D(%) means the percentage of time that Events have occurred during the calendar month. E equals the total number of Events during the calendar month. N equals the total number of 4-hour measurement cycles per calendar month. For example: (a) there are 180 four-hour measure cycles during a 30-day calendar month– i.e. {30 days x 24
hours per day} / 4 hours, and (b) there are 186 four-hour measure cycles during a 31-day calendar month– i.e. {31 days x 24
hours per day} / 4 hours. Subject to the conditions set forth herein, the amount of Service Level credit that Customer is entitled to receive is determined as follows.
Table 10: Service Level Credit Service Level Credit
D(%) is less than or equal to 25%. 25% of the monthly recurring charge for Network Boost
D(%) is greater than 25% but less than or equal to 50%. 50% of the monthly recurring charge for Network Boost
D(%) is greater than 50% but less than or equal to 75%. 75% of the monthly recurring charge for Network Boost
D(%) is greater than 75%. 100% of the monthly recurring charge for Network Boost
NOTE: Customer’s entitlement to Service Level credit is subject to the following conditions: (1) Customer shall not be entitled to any Service Level credit during the first two (2) calendar months following the installation of the probe and the Network Boost at the Location. (2) The cumulative maximum amount of Service Level credit per Location that Customer is entitled to receive during each rolling twelve (12) calendar month period (e.g. June 1, 2008 to May 31, 2009; June 1, 2009 to May 31, 2010) cannot exceed five hundred (500%) percent of such Location’s monthly recurring charge for Network Boost.
1.10 Conditions and Exclusions Notwithstanding anything to the contrary set forth in this SLA, this SLA and Customer’s entitlement to the remedies set out in this SLA are subject to the following conditions and exclusions: (a) The remedies contained in this SLA are Customer’s sole and exclusive remedies for any failure
by Orange to meet the Service Levels under this Service Level Agreement. Other than for Service Levels applicable to Lite Service Types, Customer will not be entitled to any remedies set out in this SLA unless, and the Service Levels will apply only if, Customer orders the Extended Service Delivery feature of Service Select – Service Delivery in connection with the IP VPN
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Service, as indicated on the Orders for IP VPN Service or the Charges Schedule for IP VPN Service. Notwithstanding anything to the contrary contained herein, if Orange only provides Customer with Standard Service Delivery in connection with the IP VPN Service (i.e., Customer did not order Extended Service Delivery), all Service Levels (other than the Service Levels for Lite Service Types) will be deemed performance level targets ("SLOs" or "Service Level Objectives") only and for which there are no remedies, financial or otherwise, associated with non-achievement of the SLOs.
(b) The Orange Scheduled Maintenance or emergency maintenance of the IP VPN Service, if provided in a proper, non-negligent manner and in accordance with standard industry practices, will not be deemed to be a failure by Orange to provide the IP VPN Service in accordance with the Agreement.
(c) Customer must submit claims for credits for unachieved Service Levels in writing to Orange within 60 days following the end of the Month in which the alleged SLA breach occurred. Within 30 days following receipt of the claim, Orange will confirm in writing to Customer the amount of the credit, if any, from reports generated by Orange. Orange will issue all undisputed credits within 90 days of Customer’s written claim.
(d) Customer must exercise any IP VPN Service termination right provided under this SLA within 60 days of the breach that gave rise to Customer’s right to cancel the IP VPN Service at the affected Locations. If Customer does not notify Orange in writing of its election to cancel the IP VPN Service within the 60-day period, then Customer’s right to terminate the IP VPN Service in connection with such breach shall lapse.
(e) Any termination of the IP VPN Service by Customer due to the failure by Orange to meet any Service Level under this SLA will be without financial liability to Customer, other than Customer’s liability to pay for the IP VPN Service provided before the effective date of termination.
(f) In no event will total credits due for any unachieved Service Level in any Month exceed 100% of the Qualifying Charges for the affected Locations in that Month.
(g) Unless otherwise specified, the measurement period for all Service Levels (or SLOs, as described in Clause 1.9(a) above) commences on the first day of the Month and ends on the last day of the Month.
(h) Service Levels (or SLOs, as described in Clause 1.9(a) above) for Site Availability, Round Trip Delay, Packet Loss Ratio and Jitter will be measured from the first full Month following the Date of Acceptance of the IP VPN Service at the relevant Location.
(i) With respect to the Site Availability Service Level (or SLOs, as described in Clause 1.9(a) above), for any Location where only a single CPE router has been installed, for Outages caused by a CPE failure outside Normal Service Conditions, the travel time needed to get to the Location is excluded from the calculation of the total Outage.
(j) With respect to the Site Availability Service Level (or SLOs, as described in Clause 1.9(a) above) for any Location with only one installed CPE router, any Outage at such Location during non-Normal Business Hours as a result of a CPE router failure will be excluded from the calculation of the total Outage if Customer did not purchase Extended Service Support for the CPE router.
(k) With respect to the Path Availability Service Level (or SLOs, as described in Clause 1.9(a) above) from or to any Location with only one installed CPE router, any Outage at such path during non-Normal Business Hours as a result of a CPE router failure at the Location with only one installed CPE router will be excluded from the calculation of the total Outage if Customer did not purchase Extended Service Support for the CPE router.
(l) With respect to Service Levels (or SLOs, as described in Clause 1.9(a) above) for Round Trip Delay, Packet Loss Ratio and Jitter, the remedies shall only apply where the Customer has complied with the following Orange engineering guidelines: In the case of IP VPN Service – Silver Lite and Gold Lite Service Types, Customer must
follow the router type and IOS guidelines provided by Orange; IP Bandwidth Access:
equal or higher than 56 kbps for IP VPN Silver, Gold and Platinum Service Types. equal or higher than 512 kbps for DSL Premier Gold and DSL Premier Platinum
Service Types; and D1, D2, and D3 limitations, as shown in the IP VPN Service Description.
(m) In no event will Customer be entitled to receive any credits or other remedies for non-achievement of any Service Level if such non-achievement was caused by a Force Majeure event, Scheduled Maintenance, Third Party Intervention, environmental conditions, power outages, failures to TO exchanges, physical disruption to Tail Circuits (or DSL circuit in the case of DSL Select, DSL Select Off-Net, DSL Premier Gold, and DSL Premier Platinum Service Types) not caused by Orange or TOs, or by any act or omission of Customer or any Customer-authorized user of the IP VPN Service.
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(n) The Service Levels (or SLOs, as described in Clause 1.9(a) above) for Site Availability, CE-to-CE RTD, Packet Loss Ratio, Jitter and the Guaranteed Time To Repair are only applicable if Customer’s IP VPN Service is connected using the Tail Circuit (or DSL circuit in the case of DSL Select, DSL Premier Gold and DSL Premier Platinum Service Types) obtained through Orange. Unless specified in writing, these Service Levels (or SLOs) are only applicable to IP VPN Service connected via local loops or leased lines obtained through Orange and are not applicable to IP VPN Service connected through other types of access (e.g. dial access, satellite access, GPRS access, Off-Net access, micro-waves, wireless access, etc.).
(o) The Service Levels (or SLOs, as described in Clause 10(a) above) for CE-to-CE Packet Loss Ratio and CE-to-CE Jitter are only applicable if Customer’s Location pairs are located in countries where there is an in-country PE.
(p) This Service Level Agreement does not apply to Air Quick-Start Service. (q) With respect to the IPv6 optional feature:
(i) There is no separate or additional Site Availability Service Level associated with the IPv6 Service.
(ii) The CE-to-CE Path Availability, CE-to-CE Round Trip Delay, CE-to-CE Packet Loss Ratio, and CE-to-CE Jitter Service Levels are not measured for the IPv6 Service. In short, these Service Levels are not applicable to IPv6 traffic.
(iii) There is no separate or additional 5-Hour GTTR Service Level associated with the IPv6 optional feature. Incidents that are related to, and that affect the proper operational condition of the IPv6 Service are excluded from the 5-Hour GTTR Service Level.
EXHIBIT A KEY CITIES
Country Key City Country Key City Country Key City Australia Adelaide Germany Essen Taiwan Kaohsiung
Australia Brisbane Germany Frankfurt Taiwan Taichung
Australia Melbourne Germany Hamburg Taiwan Taipei
Australia Perth Germany Hanover United Kingdom Birmingham
Australia Sydney Germany Leipzig / Halle United Kingdom Glasgow
Austria Salzburg Germany Munich United Kingdom London
Austria Vienna Germany Stuttgart United Kingdom Manchester
Belgium Antwerp Hong Kong Hong Kong United States Atlanta
Belgium Brussels Ireland Dublin United States Austin
Canada Montreal Japan Nagoya United States Charlotte
Canada Toronto Japan Osaka United States Chicago
Canada Vancouver Japan Tokyo United States Dallas
Denmark Copenhagen Korea, Rep. of Seoul United States Denver
Finland Helsinki Luxembourg Luxembourg United States Detroit
France Lyon Netherlands Amsterdam United States Indianapolis
France Marseille Netherlands Utrecht United States Las Vegas
France Nice New Zealand Auckland United States Los Angeles
France Paris New Zealand Christchurch United States Memphis
France Toulouse New Zealand Wellington United States New York
Germany Berlin Norway Oslo United States Phoenix
Germany Bonn Singapore Singapore United States Pittsburgh
Germany Bremen Sweden Stockholm United States Portland
Germany Cologne Switzerland Geneva United States San Francisco
Germany Dusseldorf Switzerland Zurich United States Seattle
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EXHIBIT B REGIONS
Region Country Level Regional Level Region Country Level Regional Level 1 Andorra Southern Europe 2 South Africa Africa [AFR]
1 Australia Australia Region 2 South Georgia & The South Sandwich Is.
South America [SOA]
1 Austria Central & Eastern Europe 2 Sri Lanka Asia Pacific Rim
1 Belgium Northern Europe 2 Suriname South America [SOA]
1 Bulgaria Central & Eastern Europe 2 Tajikistan Asia Pacific Rim
1 Canada North America [Nam] 2 Thailand Asia Pacific Rim
1 Czech Republic Central & Eastern Europe 2 Tokelau Australia Region
1 Denmark Northern Europe 2 Trinidad & Tobago North America [Nam]
1 Estonia Central & Eastern Europe 2 Turkey Middle East [Mea]
1 Faroe Islands Northern Europe 2 Turkmenistan Central & Eastern Europe
1 Finland Northern Europe 2 Tuvalu Australia Region
1 France Southern Europe 2 Ukraine Central & Eastern Europe
1 France, Metropolitan Southern Europe 2 United Arab Emirates Middle East [Mea]
1 French Polynesia Australia Region 2 United States Minor Outlying Islands
Asia Pacific Rim
1 Germany Central & Eastern Europe 2 Uruguay South America [SOA]
1 Gibraltar Southern Europe 2 Uzbekistan Central & Eastern Europe
1 Hungary Central & Eastern Europe 2 Venezuela South America [SOA]
1 Iceland Northern Europe 2 Viet Nam Asia Pacific Rim
1 Ireland Northern Europe 2 Yugoslavia Central & Eastern Europe
1 Israel Northern Europe 3 Afghanistan Middle East [MEA]
1 Italy Southern Europe 3 Albania Central & Eastern Europe
1 Japan Japan Region 3 Algeria Middle East [MEA]
1 Korea, Republic of Asia Pacific Rim 3 Angola Africa [AFR]
1 Latvia Central & Eastern Europe 3 Antigua & Barbuda North America [NAM]
1 Liechtenstein Northern Europe 3 Azerbaijan Central & Eastern Europe
1 Lithuania Central & Eastern Europe 3 Bahamas North America [NAM]
1 Luxembourg Northern Europe 3 Bangladesh Asia Pacific Rim
1 Malta Southern Europe 3 Benin Africa [AFR]
1 Monaco Southern Europe 3 Bhutan Asia Pacific Rim
1 Netherlands Northern Europe 3 Bolivia South America [SOA]
1 New Caledonia Australia Region 3 Botswana Africa [AFR]
1 New Zealand Australia Region 3 Bouvet Island Africa [AFR]
1 Norway Northern Europe 3 Burkina Faso Africa [AFR]
1 Poland Central & Eastern Europe 3 Burundi Africa [AFR]
1 Portugal Southern Europe 3 Cameroon Africa [AFR]
1 Singapore Asia Pacific Rim 3 Cape Verde Africa [AFR]
1 Slovakia Central & Eastern Europe 3 Central African Rep. Middle East [MEA]
1 Slovenia Central & Eastern Europe 3 Chad Middle East [MEA]
1 Spain Southern Europe 3 Comoros Africa [AFR]
1 Svalbard & Jan Mayen
Northern Europe 3 Congo, The Rep of the Africa [AFR]
1 Sweden Northern Europe 3 Congo, The Dem. Rep. of the
Africa [AFR]
1 Switzerland Southern Europe 3 Cuba North America [NAM]
1 Taiwan Asia Pacific Rim 3 Djibouti Middle East [MEA]
1 United Kingdom Northern Europe 3 Dominica North America [NAM]
1 United States North America [NAM] 3 Egypt Middle East [MEA]
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Region Country Level Regional Level Region Country Level Regional Level 2 American Samoa Australia Region 3 Equatorial Guinea Africa [AFR]
2 Anguilla North America [NAM] 3 Eritrea Africa [AFR]
2 Antarctica Antarctica [ANT] 3 Ethiopia Africa [AFR]
2 Argentina South America [SOA] 3 Fiji Australia Region
2 Armenia Central & Eastern Europe 3 French Guiana South America [SOA]
2 Aruba North America [NAM] 3 Gabon Africa [AFR]
2 Bahrain Middle East [MEA] 3 Gambia Africa [AFR]
2 Barbados North America [NAM] 3 Georgia Central & Eastern Europe
2 Belarus Central & Eastern Europe 3 Ghana Africa [AFR]
2 Belize South America [SOA] 3 Guinea Africa [AFR]
2 Bermuda North America [NAM] 3 Guinea-Bissau Africa [AFR]
2 Bosnia & Herzegovina Central & Eastern Europe 3 Guyana South America [SOA]
2 Brazil South America [SOA] 3 Haiti North America [NAM]
2 British Indian Ocean Territory
Asia Pacific Rim 3 Honduras South America [SOA]
2 Brunei Darussalam Asia Pacific Rim 3 India Asia Pacific Rim
2 Cambodia Asia Pacific Rim 3 Iran (Islamic Rep. of) Middle East [MEA]
2 Cayman Islands North America [NAM] 3 Iraq Middle East [MEA]
2 Chile South America [SOA] 3 Ivory Coast Africa [AFR]
2 China Asia Pacific Rim 3 Jamaica North America [NAM]
2 Christmas Island Asia Pacific Rim 3 Jordan Middle East [MEA]
2 Cocos (Keeling) Is Asia Pacific Rim 3 Kenya Africa [AFR]
2 Colombia South America [SOA] 3 Kiribati Japan Region
2 Cook Islands Australia Region 3 Kyrgyzstan Central & Eastern Europe
2 Costa Rica South America [SOA] 3 Lao Pple's Dem. Rep. Asia Pacific Rim
2 Croatia Central & Eastern Europe 3 Lebanon Middle East [MEA]
2 Cyprus Middle East [MEA] 3 Lesotho Africa [AFR]
2 Dominican Republic North America [NAM] 3 Liberia Africa [AFR]
2 East Timor Asia Pacific Rim 3 Libyan Arab Jamahiriya Africa [AFR]
2 Ecuador South America [SOA] 3 Macedonia, The Fmr Yugoslav Rep of
Central & Eastern Europe
2 El Salvador South America [SOA] 3 Madagascar Africa [AFR]
2 Falkland Islands (Malvinas)
South America [SOA] 3 Malawi Africa [AFR]
2 French Southern Territories
Antarctica [ANT] 3 Mali Africa [AFR]
2 Greece Southern Europe 3 Marshall Islands Australia Region
2 Greenland North America [NAM] 3 Mauritania Middle East [Mea]
2 Grenada North America [NAM] 3 Mayotte Africa [AFR]
2 Guadeloupe North America [NAM] 3 Morocco Middle East [MEA]
2 Guam Japan Region 3 Mozambique Africa [AFR]
2 Guatemala South America [SOA] 3 Myanmar Asia Pacific Rim
2 Heard & Mc Donald Islands
Antarctica [ANT] 3 Namibia Africa [AFR]
2 Holy See (Vatican City State)
Southern Europe 3 Nepal Asia Pacific Rim
2 Indonesia Asia Pacific Rim 3 Nicaragua South America [SOA]
2 Kazakhstan Central & Eastern Europe 3 Niger Africa [AFR]
2 Korea, Dem. Pple's Rep. of
Asia Pacific Rim 3 Nigeria Africa [AFR]
2 Kuwait Middle East [MEA] 3 Northern Mariana Is. Japan Region
2 Macau Asia Pacific Rim 3 Pakistan Middle East [MEA]
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Region Country Level Regional Level Region Country Level Regional Level 2 Malaysia Asia Pacific Rim 3 Panama South America [SOA]
2 Maldives Asia Pacific Rim 3 Papua New Guinea Australia Region
2 Martinique North America [NAM] 3 Rwanda Africa [AFR]
2 Mauritius Africa [AFR] 3 Saint Helena Africa [AFR]
2 Mexico North America [NAM] 3 Saint Lucia North America [NAM]
2 Micronesia, Federated States of
Australia Region 3 Saint Vincent & The Grenadines
North America [NAM]
2 Moldova, Republic of Central & Eastern Europe 3 Samoa Australia Region
2 Mongolia Asia Pacific Rim 3 Sao Tome & Principe Africa [AFR]
2 Montserrat North America [NAM] 3 Senegal Africa [AFR]
2 Nauru Australia Region 3 Sierra Leone Africa [AFR]
2 Netherlands Antilles North America [NAM] 3 Solomon Islands Australia Region
2 Niue Australia Region 3 Somalia Africa [AFR]
2 Norfolk Island Australia Region 3 Sudan Middle East [MEA]
2 Oman Middle East [MEA] 3 Swaziland Africa [AFR]
2 Palau Australia Region 3 Syrian Arab Republic Middle East [MEA]
2 Palestinian Territory, Occupied
Middle East [MEA] 3 Tanzania, United Rep Africa [AFR]
2 Paraguay South America [SOA] 3 Togo Africa [AFR]
2 Peru South America [SOA] 3 Tonga Australia Region
2 Philippines Asia Pacific Rim 3 Tunisia Africa [AFR]
2 Pitcairn Australia Region 3 Turks & Caicos Islands North America [NAM]
2 Puerto Rico North America [NAM] 3 Uganda Africa [AFR]
2 Qatar Middle East [MEA] 3 Vanuatu Australia Region
2 Reunion Middle East [MEA] 3 Virgin Islands, British North America [NAM]
2 Romania Central & Eastern Europe 3 Virgin Islands, U.S. North America [NAM]
2 Russian Federation Central & Eastern Europe 3 Wallis & Futuna Is. Australia Region
2 Saint Kitts & Nevis North America [NAM] 3 Western Sahara Africa [AFR]
2 Saint Pierre & Miquelon
North America [NAM] 3 Yemen Middle East [MEA]
2 San Marino Southern Europe 3 Zambia Africa [AFR]
2 Saudi Arabia Middle East [MEA] 3 Zimbabwe Africa [AFR]
2 Seychelles Middle East [MEA]
EXHIBIT C PE-TO-PE ROUND TRIP DELAY SERVICE LEVELS
NOTE: The PE-to-PE RTD Service Levels set forth in this Exhibit C are measured in milliseconds. The PE-to-PE Service Levels are organized as follows: Table 11: PE-to-PE RTD Service Levels:
to/from Western Europe / Western Europe to/from Western Europe / Americas to/from Western Europe / Asia Pacific to/from Western Europe / Central Europe, Middle East and Africa
Table 12: PE-to-PE RTD Service Levels: to/from Americas / Americas to/from Americas / Asia Pacific to/from Americas / Central Europe, Middle East and Africa
Table 13: PE-to-PE RTD Service Levels: to/from Asia Pacific / Asia Pacific to/from Asia Pacific / Central Europe, Middle East and Africa
Service Level Agreement for IP VPN Service
SLA.IP VPN.GBL.06-13 Orange and Orange Business Services are trading names of the Orange Group and are trademarks of Orange Brand Services Limited. CONFIDENTIAL
18 of 22
Table 14: PE-to-PE RTD Service Levels: to/from Central Europe, Middle East and Africa / Central Europe, Middle East and Africa
Table 11: PE-to-PE RTD Service Levels To/From Western Europe / Western Europe + Americas + Asia Pacific + Central Europe, Middle East and Africa
SLA.IP VPN.GBL.06-13 Orange and Orange Business Services are trading names of the Orange Group and are trademarks of Orange Brand Services Limited. CONFIDENTIAL
Note: ‡ United States East: U.S. East Coast states + Atlanta, Georgia; Chicago, Illinois; Detroit, Michigan; Dallas, Texas; Houston, Texas; Miami, Florida; and Tulsa, Oklahoma. †United States West: U.S. West Coast states + Denver, Colorado.
Service Level Agreement for IP VPN Service
SLA.IP VPN.GBL.06-13 Orange and Orange Business Services are trading names of the Orange Group and are trademarks of Orange Brand Services Limited. CONFIDENTIAL
20 of 22
Table 12: PE-to-PE RTD Service Levels To/From Americas / Americas + Asia Pacific + Central Europe, Middle East and Africa
U. A. E. 450 432 353 416 381 351 351 386 398 315 334 366 361
Note: ‡ United States East: U.S. East Coast states + Atlanta, Georgia; Chicago, Illinois; Detroit, Michigan; Dallas, Texas; Houston, Texas; Miami, Florida; and Tulsa, Oklahoma. †United States West: U.S. West Coast states + Denver, Colorado.
Service Level Agreement for IP VPN Service
SLA.IP VPN.GBL.06-13 Orange and Orange Business Services are trading names of the Orange Group and are trademarks of Orange Brand Services Limited. CONFIDENTIAL
21 of 22
Table 13: PE-to-PE RTD Service Levels To/From Asia Pacific / Asia Pacific + Central Europe, Middle East and Africa
U. A. E. 540 452 430 455 454 489 440 555 418 448 449
Service Level Agreement for IP VPN Service
SLA.IP VPN.GBL.06-13 Orange and Orange Business Services are trading names of the Orange Group and are trademarks of Orange Brand Services Limited. CONFIDENTIAL
22 of 22
Table 14: PE-to-PE RTD Service Levels To/From Central Europe, Middle East, and Africa