Service Level Agreement Report

Not all T1 lines are created equal!

• A typical SLA usually covers metrics such as availability, latency and throughput. The better SLA's may also include specifications for mean time to respond, mean time to repair and problem notification/escalation guarantees. The more comprehensive SLA's include requirements for installation lead times that range anywhere from 30 to 90 days based on geography; service changes ranging from five to 90 days depending on type of change; billing dispute-resolution timing requirements; and account management responsibilities such as training, documentation, and regular technology and product briefings over the life of the contract. Still other SLA's are more than 50 pages long and protect everything under the sun.
• But now you might be thinking, "Does a comprehensive SLA really make the service better?" Surprisingly, no, they just provide you with compensation in case something goes wrong. "Huh?", you say. Well, carriers don't redesign their equipment to a higher standard simply because you as a Very Important Customer require a 99.999% availability guarantee. Instead, vendors determine the cost of not meeting the SLA and factor that into the overall price.
• The purpose of an SLA is to protect your company against the worst case. Effective SLA's do more than get a nominal credit back - usually 5% to 10% of the cost of the service in the event the infrastructure fails. When written properly, SLA's give you a way to mitigate the effect of problems that harm your network.
• Use the below table to review SLA details for many of the T1 service providers in North America -- just click on the "" sign to expand the notes to see how each of the providers will compensate you if something goes wrong. You can sort by any column by clicking on it's header.

Provider	Provisioning (in days)	Network Availability (on-net)	Network Availability (off-net)	Data Delivery	Mean Time to Restore	Maximum latency	Maximum packet loss	Throughput	Scheduled Maintenance	Termination Options
AT&T	Installed by Due Date	99.999%	None stated	99.9%	3 hours	39ms	See Data Delivery Guarantee	None stated	Yes, see notes	See notes
AT&T's SLA was last updated Monday March 17, 2008	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.	None stated	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 Backbone Node.	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).	None stated	None stated	Maintenance is done after for only certain segments of the network. Customers within a segment are given email notifications with ample time to prepare.
BellSouth		100%	100%		4 hours	55 ms	0.5%		Yes, see notes	See notes
BellSouth's SLA was last updated Monday March 17, 2008	Installation Date. (a) "Installation Date" is the actual date that the Services are made available to the Customer. The Installation Date shall not be deemed missed due to installation delays attributable to (i) reasons of Force Majeure or other causes beyond the reasonable control of BellSouth; or (ii) Customer's applications, equipment or facilities. All expedited installation requests do not qualify for this installation SLA. (b) The objective for the Installation Date is to be on or before the target date committed to by BellSouth, as reflected on BellSouth's service management records. For any installation for which the objective is not met (other than for the reasons set forth above) Customer will receive a credit, which may be applied towards Customer's subsequent monthly invoice(s), equal to 100% of the installation charges (if any) otherwise payable by the Customer for the Services.	Network Availability. (a) "Network Availability" is the percentage of total minutes during a calendar month that the Services are available to the Customer. Network Availability is calculated as follows: Network Availability = [(Minutes in a month) - (Total outage minutes)] / (Minutes in a month) The Services shall be deemed to be "unavailable" whenever an outage is recorded on a BellSouth trouble ticket classified as "major" or "critical" by BellSouth's Network Operations Center which results in Customer not having the ability to transmit or receive packets by means of the Services, and "Total Outage Minutes" shall be deemed to be the length of time during which the Services are unavailable to the Customer, as reflected on such trouble tickets. "Total outage minutes" shall not include any outages (i) occurring during scheduled maintenance activities; (ii) attributable to any act or omission of Customer; (iii) attributable to Customer's applications, equipment or facilities; (iv) resulting from reasons of Force Majeure or other causes beyond the reasonable control of BellSouth; or (iv) lasting ten minutes or less. (b) The objective for Network Availability is 100%. For any month in which the objective is not met, Customer will receive a credit, which may be applied towards Customer's subsequent monthly invoice(s), equal to 1/30th of the monthly recurring charges for the affected Services (i.e., the portion(s) of the Services directly made unavailable as a result of the outage(s) in question) for each cumulative hour or portion thereof during which such Services are unavailable to the Customer (subject to the limitations set forth herein). Unavailability and credits will be prorated and paid in 15-minute increments.	Network Availability. (a) "Network Availability" is the percentage of total minutes during a calendar month that the Services are available to the Customer. Network Availability is calculated as follows: Network Availability = [(Minutes in a month) - (Total outage minutes)] / (Minutes in a month) The Services shall be deemed to be "unavailable" whenever an outage is recorded on a BellSouth trouble ticket classified as "major" or "critical" by BellSouth's Network Operations Center which results in Customer not having the ability to transmit or receive packets by means of the Services, and "Total Outage Minutes" shall be deemed to be the length of time during which the Services are unavailable to the Customer, as reflected on such trouble tickets. "Total outage minutes" shall not include any outages (i) occurring during scheduled maintenance activities; (ii) attributable to any act or omission of Customer; (iii) attributable to Customer's applications, equipment or facilities; (iv) resulting from reasons of Force Majeure or other causes beyond the reasonable control of BellSouth; or (iv) lasting ten minutes or less. (b) The objective for Network Availability is 100%. For any month in which the objective is not met, Customer will receive a credit, which may be applied towards Customer's subsequent monthly invoice(s), equal to 1/30th of the monthly recurring charges for the affected Services (i.e., the portion(s) of the Services directly made unavailable as a result of the outage(s) in question) for each cumulative hour or portion thereof during which such Services are unavailable to the Customer (subject to the limitations set forth herein). Unavailability and credits will be prorated and paid in 15-minute increments.		Mean Time to Repair. "Mean Time to Repair" is the monthly average time over any calendar month it takes for BellSouth to resolve any outage problem classified as "major" or "critical" by BellSouth's Network Operations Center. Mean Time to Repair is calculated as follows: Mean Time to Repair = Total outage minutes / Total outage occurrences The objective for Mean Time to Repair is not to exceed four (4) hours. This objective will be measured and reported but the Customer will not receive a credit if the objective is not met.	Latency. (a) "Average Latency" is the monthly average round-trip latency of designated portions of BellSouth's network, determined by measuring round-trip network responses over such portions of the network as determined by BellSouth. The objective for Average Latency is to not be greater than 55 milliseconds. For any month in which the objective is not met, Customer will receive a credit, which may be applied towards Customer's monthly invoice, equal to 10% of the monthly recurring charges for the Services. Network delay will not be considered for purposes of Average Latency, and Service credits will not be available to Customer, in cases where the Services are delayed as a result of (i) the negligence, acts or omissions of Customer, its employees, contractors or agents or its end users; (ii) the failure or malfunction of testing equipment, applications or systems; (iii) circumstances or causes beyond the control of BellSouth, including instances of Force Majeure; or (iv) scheduled service maintenance, alteration, or implementation. Such credits will be granted only if Customer affords BellSouth full and free access to Customer's equipment to perform necessary testing, troubleshooting or related activities.	Packet Loss. (a) "Average Packet Loss" is the monthly average round-trip packet loss of designated portions of BellSouth's network, determined by measuring round-trip network responses over such portions of the network as determined by BellSouth. The objective for Average Packet Loss is to not be greater than 0.5%. For any month in which the objective is not met, Customer will receive a credit, which may be applied towards Customer's monthly invoice, equal to 1/30th of the monthly recurring charges for the Services. Packet loss will not be considered for purposes of Average Packet Loss, and Service credits will not be available to Customer, in cases where packets are lost as a result of (i) the negligence, acts or omissions of Customer, its employees, contractors or agents or its end users; (ii) the failure or malfunction of testing equipment, applications or systems; (iii) circumstances or causes beyond the control of BellSouth, including instances of Force Majeure; or (iv) scheduled service maintenance, alteration, or implementation. Such credits will be granted only if Customer affords BellSouth full and free access to Customer's equipment to perform necessary testing, troubleshooting or related activities.
Broadwing	N/A	100% Network Availability	100%	99.99%	4 hours	50 milliseconds or less	<1%	100%	Yes, see notes	See notes
Broadwing 's SLA was last updated Monday March 17, 2008	Broadwing takes great pride in our installation provision time frame. We generally meet or exceed our guaranteed delivery dates. Most circuits are installed within 30 days or less (from time order is placed).	Traffic that traverses Broadwing's Inter-regional transit backbone routers in the Contiguous United States will be considered On-Net							Broadwing notifies our customers when we will be doing maintenance, which varies from month to month.	Early termination penalties occur when a circuit is cancelled prior to it's contract expiration. The penalties include 50% port charge and 100% of the local loop. This can be reviewed in greater detail within the body of our contract.
Cogent	40 days	Please define further	99.99%	99.9%	See notes	50 ms	0.1%	See notes	No scheduled maintanence	See notes
Cogent's SLA was last updated Monday March 17, 2008	T1: 40 Business Days T3: 60 Business Days Colo: 17 Business Days OCn: 90 Business Days Ethernet Loop: 90 Business Days	On net 17 business days or less, Off-Net: 30-45 Days		How does your company define "data delivery " How does your company measure it? How does your company mathematically calculate it?	Cogent doesn't provide a Maximum Time to Restore Guarantee.	50 Milliseconds or less over a 1 month period. How does your Cogent mathematically calculate it? Is off net included in this measurement? If it's exceeded do I get a credit? How much credit?	How does your Cogent mathematically calculate it? Is off net included in this measurement? If it's exceeded do I get a credit? How much credit	Cogent doesn't provide a Throughput Guarantee	Customer will be notified via email 2 business days in advance of scheduled maintenance that is likely to affect service. Maintenance is performed during a standard maintenance window from 3:00am to 7:00am (local time of the COGENT Hub to which Customer's circuit is connected)	Cogent doesn't provide termination options
Covad	30 days	99.99%		99.9%	4 hours	110 ms	None	None	No scheduled maintanence	See notes
Covad's SLA was last updated Monday March 17, 2008	Covad guarantees, "Installation is guaranteed within 30 calendar days of placing your order or you are eligible for a credit equal to 50% of your first month's service fees."	Covad guarantees, "We guarantee monthly service availability of 99.99%. You will be eligible for a credit for one day of service for every hour of downtime beyond our guarantee."		Network Delivery Guarantee - 99.9% of all data packets sent from your location over the Covad network will be successfully delivered. You are eligible for a credit of up to 10% of your monthly service fee if we do not meet our Network Delivery Guarantee.	Covad offers a "Time to Repair Guarantee" - "In the event of a service outage, we guarantee restoration within 4 hours. You will be eligible for a credit equal to 10% of your monthly service fee if we do not restore service within 4 hours." 110	Network Delay Guarantee - Messages sent from your location will average 110 milliseconds for the round trip to a test point on the Covad network. You are eligible for up to a credit of 10% of your monthly service fee if we do not meet our Network Delay Guarantee.				Covad offers a satisfaction guarantee: Order Covad T1 TeleXtend Internet service and try it for 30 days. If you are not totally satisfied, we will refund all installation, equipment, and monthly service fees charged, and discontinue your service agreement without further obligation. Please review the Covad Customer Policy document for more details here.
MCI	45 Business Days	99.99%	99.99%	99.9%	4 Hour MTTR	50ms Round Trip	.05%	99.9%	No scheduled maintanence	See notes
MCI's SLA was last updated Monday March 17, 2008	(DS3 & UP - 60 Business Days) If SLA isn't met, customer's invoice will be credited an amount equal to 50% of MCI's billed install charge, to include any applicable Internet Port/service install charges and MCI-ordered and -billed access install charges for the Service for which the SLA is not compliant.	Dear MCI, please finish updating your page using the information at http://global.mci.com/terms/us/products/internet/sla/							Maintenance is preformed during standard window of 3:00am-7:00am local time of customer serving Central Office.
Netifice	30 business days	99.999				85 mil	0.3%	None	No scheduled maintanence	See notes
Netifice's SLA was last updated Monday March 17, 2008	Netifice guarantees that Internet connectivity for a Dedicated Access Customer shall be installed within thirty (30) business days after an order has been accepted and entered into Netifice's provisioning system by its Account Coordination team. Subject to the following conditions, if Netifice fails to meet this commitment, Dedicated Access Customer shall receive a credit ("Installation Service Credit") equal to the amount of the installation or activation fee paid by Dedicated Access Customer to Netifice for Internet access.	Netifice guarantees 99.999% network uptime. Any Dedicated Access Customer who experiences Network Unavailability in excess of one (1) hour during a calendar month may receive Service Credit as follows: * Network Unavailability greater than one (1) hour, but less than four (4) hours, in a calendar month: one (1)-day Service Credit. * Network Unavailability equal to or greater than four (4) hours, but less than eight (8) hours, in a calendar month: one (1)-week Service Credit. * Network Unavailability equal to or greater than eight (8) hours in a calendar month: one (1)-month Service Credit.				Netifice guarantees an average monthly transmission rate of 85 milliseconds or less on the Netifice Network. Netifice measures Internet latency, the average round trip transmission on the Netifice Network, at approximately thirty (30) minute intervals and calculates the average at the end of each calendar month. Any Dedicated Access Customer who experiences average Internet latency in excess of 85 milliseconds as so calculated for any calendar month may receive Service Credit as follows: Average Internet latency in excess of 85 milliseconds for any calendar month: one (1)-week Service Credit Average Internet latency in excess of 85 milliseconds in each of two (2) consecutive calendar months: one (1)-month Service Credit	Netifice guarantees that packet loss shall be not more than 0.3% on the Netifice Network during any calendar month. Netifice measures packet loss on the Netifice Network at approximately thirty (30) minute intervals and calculates the average at the end of each calendar month. Any Dedicated Access Customer who experiences a packet loss on the Netifice Network in excess of 0.3% as so calculated for any calendar month may receive a one (1)-day Service Credit		None	None
New Edge Networks	40 Days	99.9%	99.9%	99.9%	4 Hour MTTR	55ms Rount Trip	.05	99.9%	%scheduled_downtime%	See notes
New Edge Networks's SLA was last updated Monday March 17, 2008	New Edge Networks guarantees to complete the installation of a New Edge Networks ordered telephone company circuit and the activation of a New Edge Networks port within 40 business days for T1 services, 75 business days for T3 services, and within the scheduled installation date provided in writing by a New Edge Networks Sales Manager for OC-3, OC-12, OC-48, or Dedicated Ethernet services. These dates shall be counted from the date New Edge Networks has received all of the following from Customer: signed Service Agreement, signed price quotation or authorized purchase order, completed Customer Information Form, and (if requested by New Edge Networks) completed credit application.	Customer’s location (MPOE) to the New Edge Networks router connection at the New Edge Point of Presence (POP). This Network Availability guarantee includes the local access circuit (e.g. local loop).	Customer’s location (MPOE) to the New Edge Networks router connection at the New Edge Point of Presence (POP). This Network Availability guarantee includes the local access circuit (e.g. local loop).	The New Edge Network is guaranteed to be available and capable of forwarding IP packets at least 99.9% or greater as averaged over a calendar month. This guarantee is valid between New Edge Networks provided demarcation at the Customer’s location (MPOE) to the New Edge Networks router connection at the New Edge Point of Presence (POP). This Network Availability guarantee includes the local access circuit (e.g. local loop).		New Edge Networks network latency is guaranteed to be an average round-trip transmission of 55 milliseconds or less between New Edge Networks designated inter-regional transit backbone network routers.		New Edge Networks guarantees packet delivery of 99.5% or greater between New Edge Networks designated inter-regional transit backbone network routers.
NextWeb Inc.	3 - 7 Days, Not Weeks	99.99%	N/A	100%	4 Hours	50ms	<1%	100%	N/A
Onramp Access	5-7 days	99.99%	99.5%	99.9%	4 hours	90 ms	99.9%	100%	Yes, see notes	See notes
Onramp Access's SLA was last updated Monday March 17, 2008	Average 5 to 7 days, 10 days on the outside. Installation dates may not be met when the building has wiring problems or due to non-upgraded NPA/NXX databases of the incumbent CLEC.	Facilities for service in an incumbent CLEC Central Office equal or less than 50 miles from the customer premise. The local Loop and CPE are included. T1s are monitored in the Network Operations Center and alarms sound both with the engineering staff and the operations center technicians on duty when there is an outage (99.99% of the time is a router) Pre-established customer determined escalation procedures are followed.	Facilities greater than 50 miles from the customer premise with the service. Local loop and CPE are included.	PLEASE CONTACT PAT FERNANDEZ FOR SPECICS AT 512 322 9200 EXT 330 OR EMAIL pfernandez@onr.com	Approximately 4 hours if it is an OnRamp Access specific issue. This does not include local CLEC fiber cuts etc.	We don't offer a maximum	Approximately 99.9% We have had no complaints of packet loss. We do not offer a documented guarantee but have had no requirements for it from customers.	PLEASE CONTACT PAT FERNANDEZ DIRECTLY FOR SPECIFICS 512 322 9200 EXT 330	We do schedule maintenance downtown periodically at off-peak times like 2Am in the morning and notify customers ahead of time before that occurs.	Early termination requires 100% of the remaining contract term to be paid
Qwest		99.99%	99.99%	99.9%	4 Hour MTTR	50ms Round Trip	.05%	99.9%	No scheduled maintanence	See notes
Qwest's SLA was last updated Monday March 17, 2008	T1 - 45 Business Days DS3 & UP - Business Days								Customer will be notified via e-mail 2 business days in advance of scheduled maintenance. Maintenance window is 3:00am-7:00am local time of customer's serving Central Office.
SAVVIS	N/A	100%	99.9%		N/A	200ms	5%
					Guaranteed 15 minute proactive notification on any outage.	Applies to the U.S. only	Applies to Off-Net U.S. customers
AT&T/SBC	30 Days from Technical Interview.	99.999%	See notes	99.9%	< 3 hours	39 ms	0.1%	See notes	Yes, see notes	See notes
AT&T/SBC's SLA was last updated Monday March 17, 2008	Note: excludes any LEC facility issues.	AT&T’s IP network has continually outperformed its major competitors for over a year. Proof is readily available on the Internet. AT&T’s IP network performance statistics are publicly available at www.att.com/ipnetwork.	Off-net Performance (“SBC KB40”): The monthly average full-page download time for the Keynote Business 40 websites, from within selected domestic SBC MegaPOP locations, will not exceed 110% of the US25 Overall metric. The Keynote Business 40 (KB40) Internet Performance Index measures the average download time for the home pages of 40 significant US-based business Web Sites. These measurements are taken by automated agents attached to key points in the Internet backbone in the 25 largest metropolitan areas of the United States.	Internet Service Availability: SBC’s Dedicated Internet Access Service will be available to Customer 99.95% of the time in a calendar month. “Service Unavailability” exists when Customer’s Internet connection is unable to transmit and receive IP Packets to/from On-Net Hosts and SBC records such failure in the SBC trouble ticketing system ("Impaired DIA Service"). Service Unavailability is measured from the time SBC has actual knowledge of a service outage and a trouble ticket is opened, either in response to notification by the Customer or in response to alarms from internal network management systems, to the time Customer’s Impaired DIA Service is again able to transmit and receive IP Packets from SBC On-Net Hosts.		Network Latency: Average round-trip transmissions will be 40 milliseconds or less between SBC-selected MegaPOP endpoints within SBC’s IP Network, measured by averaging samples taken during a calendar month between these endpoints.	Network Packet Loss: During any calendar month, packet loss will not exceed 0.1% based upon monthly averages, between SBC-selected MegaPOP and MiniPOP endpoints within SBC’s IP network.		SBCIS has National Maintenance Windows for Tuesday and Thursday mornings at Eastern Time: 3:00 A.M. to 6:00 A.M. From the contract, "Customer understands and agrees that temporary interruptions may occur as normal and reasonable events in the provision of the Service. All computer systems and networks need routine maintenance from time to time. SBC generally schedules and performs such maintenance, on an as needed basis, during the times indicated on SBC’s website (located at http://dedicated.sbcis.sbc.com/NDWS/). Not all scheduled network/systems maintenance will affect Customer’s Service. However, SBC will endeavor to provide Customer five (5) business days advance notice, or if not possible, reasonable advance notice if SBC believes that such routine scheduled maintenance will affect Customer’s Service. In the event of a network/systems emergency requiring immediate attention, SBC reserves the right to perform emergency maintenance without notice or upon short notice, and shall use all reasonable efforts to minimize the effect of such work on Customer’s Service."	After the date upon which SBC installs transport to provide Service, in the event Customer terminates this Addendum without cause by providing thirty (30) days prior written notice to SBC or in the event SBC terminates this Addendum based on Customer’s non-responsiveness or non-readiness as set forth above, Customer will be liable to SBC as liquidated damages, not as a penalty, for any installation charges waived or unpaid, any other unpaid charges due and owing, plus fifty percent (50%) of the Monthly Charges for the remaining Term of the Service from the date of termination.
Sprint	30-45 days	99.9%	99.5	99.9	4 hours	less than 55ms	0.3%	100	No scheduled maintanence	See notes
Sprint's SLA was last updated Monday March 17, 2008	If the IP Port installation interval exceeds this,Sprint will provide a service credit to the customer depending on what port was ordered and if the customer paid for installation charges.There is a table that will be provided to the customer.	If we fail to meet the availibility SLA,we will isuue a credit based on the type of circuit that was ordered.There is a table that wil be provided to the customer.	If we fail to meet the availibity of this SLA,we will issue a credit based on the type of circuit ordered.A complete table will be provided to the customer.	This is how much we guarantee we will deliver.	If the customer meets eligibilty requirements,they will be in line for a service credit.	This SLA covers performance up to the customers premise.	If the average round trip end to end packet loss exceeds the SLA,Sprint will provide a 3 day service credit to eligible customer.	Customer may be eligible for a credit.		50% of remaining contract after the fisrt year.
TelWest									No scheduled maintanence	See notes
TelWest's SLA was last updated Monday March 17, 2008
TelePacific Communications	Standard Interval is 45 Days	Yes	Yes	45 Day interval	4 MTTR	60 Millliseconds	no > than 1%	85%	Yes, see notes	See notes
TelePacific Communications 's SLA was last updated Monday March 17, 2008	TelePacific understands that a successful customer experience starts with a successful customer installation. If a customer requires an expedite, we do have expedite charges we can discuss with you. Our Project Coordinators will negotiate a due date with you, and if we do not install service by that date - portions of the expedite charge will be credited back to you for every day we miss. In regards to cancelation of service, please contact me to discuss. We have SLAs for all TelePacific Voice and Data products.	On-Net services are defined as TelePacific Core Products and Services. Examples are Voice Only PRIs, Supertrunks, Internet Service, MPLS, and Flex Bundles etc. provisioned within our footprint. TelePacific has 99.999% Service Guarantee.	Off-Net services are defined as products sold on a resell basis. For example, Metro Private Lines, Business Line Custom, etc.	Data is defined as Internet and MPLS Private IP Service.	TelePacific has a 4 hour Mean Time to Repair. If services are not restored within 4 hours, our customer can receive credits towards their account. This is stated in our Service Level Guarantees.	TelePacific Latency Guarantee provides the customer shall not experience an average round trip ping latency of greater than 60 milliseconds.	TelePacifics Packet Loss Guarantee provides that the customers sustained packet loss will be no greater than 1% in a given calendar month.		If Operations is going to maintenance, and it will be customer effecting
US Signal									Yes, see notes	See notes
US Signal's SLA was last updated Monday March 17, 2008		Standard SLA 99.99% Availability QoS SLA 99.999% Availability				Standard SLA Upstream Latency 75ms or less QoS SLA Upstream Latency 55ms or less	Standard SLA 99.50% Packet Delivery QoS SLA 99.90% Packet Delivery
WilTel	None	99.999%	None	None	None	Peak 100 milliseconds	0.5%	None	None
	None	None	On frame relay and ATM services end-to-end: 99.95% Service Availability	None	None	Average 45 milliseconds, Peak 100 milliseconds	Less than 0.5% on average	None	None
XO Communications	30-45 days	100% Network Uptime	100% Network Uptime	>99% packet delivery	4 Hours	65 Milliseconds	<1% packet loss		Yes, see notes	See notes
XO Communications's SLA was last updated Monday March 17, 2008		The XO® IP Network, as defined in this section, is guaranteed to be available and capable of forwarding IP packets 100% of the time, as averaged over a calendar month. The XO IP network includes the customer's access port (the port on the XO aggregation router upon which the customer's circuit terminates) and the XO IP backbone network. The XO IP backbone network includes XO owned and controlled routers and circuits (including any transit connections). The XO Network Availability guarantee does not include the local access circuit (e.g. local loop), Customer Premise Equipment (router or CPE) or Customer's Local Area Network (LAN), scheduled maintenance events, customer caused outages or disruptions, interconnections to or from and connectivity within other Internet Service Provider (ISP) networks, and force majeure events (as defined in the relevant service contract). If the Network Availability guarantee is not met in a calendar month, the customer will receive a credit of 1/30th of the monthly recurring charge (MRC) for that month for each full hour of outage in excess of the 100% guaranteed under this SLA.	The XO® IP Network, as defined in this section, is guaranteed to be available and capable of forwarding IP packets 100% of the time, as averaged over a calendar month. The XO IP network includes the customer's access port (the port on the XO aggregation router upon which the customer's circuit terminates) and the XO IP backbone network. The XO IP backbone network includes XO owned and controlled routers and circuits (including any transit connections). The XO Network Availability guarantee does not include the local access circuit (e.g. local loop), Customer Premise Equipment (router or CPE) or Customer's Local Area Network (LAN), scheduled maintenance events, customer caused outages or disruptions, interconnections to or from and connectivity within other Internet Service Provider (ISP) networks, and force majeure events (as defined in the relevant service contract). If the Network Availability guarantee is not met in a calendar month, the customer will receive a credit of 1/30th of the monthly recurring charge (MRC) for that month for each full hour of outage in excess of the 100% guaranteed under this SLA.		Mean time to restore is 4 hours.	The XO® IP backbone network (as defined in the previous section) is guaranteed to have an average round trip packet transit time within the XO IP backbone network over a calendar month of 65ms or less. The average latency is measured as the average of 15-minute samples across the XO IP backbone network taken throughout the month. The XO Latency guarantee does not include the local access circuit (e.g. local loop), CPE or Customer's LAN, scheduled maintenance events, customer caused outages or disruptions, interconnections to or from and connectivity within other ISP networks, and force majeure events (as defined in the relevant service contract).			Schedule maintenance downtime window is 1:00 A.M. to 6:00 A.M. CST. Average total hours per month is 1 hour.	We offer a 3 month guarantee. For any reason you are dissatisfied with your service during this period, we will switch you back to your existing provider.
Xspedius		99.999%	99.95%	99.99%	2-6 hours	60 ms	0.5%		Yes, see notes	See notes
Xspedius's SLA was last updated Monday March 17, 2008		Internet Availability is defined as the ability for Xspedius’ customers to exchange traffic from their network, across Xspedius’ network to Xspedius’ Internet peering points. Availability of access through the CPE is not guaranteed unless Xspedius provides Managed Router or Managed Firewall service, in which case availability of access through the CPE is guaranteed under the terms of the Managed Router or Managed Firewall service. Availability of access through the local loop to Xspedius’ network is not guaranteed, unless Xspedius provides the local loop entirely on Xspedius’ own facilities.	Availability is a measurement of the percent of total time that service is operative when measured over a 365-consecutive-day (8760 hour) period. DS-1 Service is considered inoperative when there has been a loss of signal or when two consecutive 15-second loop-back tests confirm the observation of any severely errored seconds or a bit error rate equal to or worse than 1 x 10^6.	Maximum latency Guarantee = 100ms Metro Ethernet & Long Haul Data Circuits both qualify as data circuitry	Repair effort will be undertaken upon notification of trouble by internal network surveillance and network surveillance and performance systems or by notification of trouble and release of DS-1 Service by the Customer for testing. Xspedius shall comply with the following for Mean Time to Restore (“MTTR”): 2 hours (network equipment) 6 hours (first fibers on cable).	Median round-trip latency - Xspedius use “median” rather than “mean” (average) because it provides a more accurate network performance parameter that is not affected by performance anomalies. The median number will be determined by evaluating samples taken throughout the calendar month.	Average packet loss will be calculated by evaluating samples taken from tests run between Xspedius’ network core hubs over the course of a calendar month.		Xspedius shall notify Customer 48 hours prior to any Planned Outages and keep Customer apprised of the status of such Planned Outage.	Cancellation before installation without penalty. Once service is accepted by customer the contract starts and the penalty is 100% of the contracted monthly recurring revenue times the remaining months in the contract.

• Some terms can be tricky like this phrase, "mean time to restore" which is by definition an average.  If you've signed up for a "mean time to restore" of 60 seconds per 24-hour period (thinking you've gotten 99.93% availability), that doesn't automatically mean no more than 31 minutes of downtime per month!  The service provider could have 10 minutes of downtime 15 days out of the month, and two-second outages every other day in the month, and still average less than one minute of downtime per day.  Asking for a "maximum time to restore", a specific length the network can be down for a specified period, expressed as a daily or, perhaps, monthly figure would possibly be more helpful metric.  Keep in mind that no matter what a service provider promises, it can only give you what its network is capable of.  By contracting only for what a service provider can provide realistically, you can then implement measures to ensure availability via redundancy and fail-over.
• Here's some tips for how to determine which service level agreement is good for your company:

1. Identify service levels that your infrastructure needs so the SLA is comprehensive.
2. Design the SLA so that it clearly defines the service provider's responsibilities.
3. Negotiate the SLA with the service provider, paying particular attention to what services are being guaranteed, how they will be measured, the process for realizing agreed-upon remedies, and the amount of time the service provider has to correct problems.
4. Implement SLA measurement and enforcement tools and processes to ensure that ev