AT&T's SLA was last updated Monday January 25, 2010
MIS On-Time Provisioning SLA
AT&T commits to complete installation of Covered Access Arrangements by the Due Date. If AT&T does not meet this SLA for an Access Arrangement at a Site, Customer will be entitled to a credit equal to the installation charge of the Access Arrangement, after the installation is completed.
Covered Access Arrangements and Due Dates
The MIS On-Time Provisioning SLA applies with respect to Covered Access Arrangements, as defined in thefollowing table, provided that local access is confirmed to be available at the time of the technical interview. The On-Time Provisioning SLA does not apply with respect to any access arrangement ordered for, and/or associated with, any type of Customer collocation arrangement on AT&T's premises.
Covered Access Arrangement Due Date
Access of any speed that is provisioned as part of a T1 Local Channel, including multiple T1 Configurations 32 business days after completion of technical interview
Access of any speed which is provisioned as part of a T3 Local Channel 42 business days after completion of technical interview
Access of any speed which is provisioned as part of an OC-3 Local Channel 63 business days after completion of technical interview
AT&T commits to an MIS Service Availability percentage of 99.999%. If Customer experiences any continuous Service Outage with a duration in excess of one (1) minute in any calendar day, Customer will be entitled to an MIS Service Availability SLA credit equal to 1/30th of the total MIS monthly charges for the affected Customer Site for such day.
AT&T commits that the MIS Packet Loss Ratio will be no greater than 00.1% (Data Delivery will be no less than 99.9%). If AT&T does not meet this SLA in a month, Customer will be eligible for an MIS Packet Loss SLA credit of 1/30th of Customer's total Covered Charges for all Customer Sites.
"MIS Packet Loss Ratio" is the average percentage of Data Delivered that is Lost in a month, measured for all city pairs that are AT&T US IP Backbone Nodes. Packet Loss Ratio for each city pair is calculated by dividing Lost Data by Data Delivered and multiplying by 100.
"Data Delivered" is the data delivered in a month by AT&T Customers to an ingress router at an AT&T US IP Backbone Node for delivery to an egress router at another specific AT&T US IP Backbone Node.
"Lost Data" is the Delivered Data that is not actually received by that egress router at the other AT&T US IP
AT&T commits to restore MIS at a Customer Site affected by an Outage within three (3) hours after a trouble ticket is opened. If AT&T does not meet this SLA, Customer will be entitled to an MIS Time to Restore SLA credit equal to 1/30th of the total MIS monthly charges for the affected Customer Site for each such incident.
MIS is considered restored when AT&T Customer Care makes its first attempt to notify Customer that the problem
has been resolved and the Service Component(s) are available for Customer to use.
AT&T commits that MIS Latency (i.e., Roundtrip Backbone Transit Delay) will be no more than 39 milliseconds. If AT&T does not meet this SLA in a month, Customer will be eligible for a credit of 1/30th of Customer's total Covered Charges for all Customer Sites.
"MIS Latency" is a monthly measure of US Network-Wide Delay, which is the average interval of time it takes during the applicable calendar month for a test packet of data to travel from one AT&T US IP Backbone Node to
another and back again (see http://ipnetwork.bgtmo.ip.att.net/pws/current_network_performance.shtml).
Maintenance is done after for only certain segments of the network. Customers within a segment are given email notifications with ample time to prepare.