Coverage Categories. The Service Level Standards vary by Local Access operational levels and performance levels or Platinum, Gold, Silver and Bronze, and are applicable to the specific E-Line EVC(s) from the Geographic Region or Global Tier A Countries or Global Tier B Countries where Customer has a site sending traffic to the Geographic Region or country where Customer has a site receiving traffic based on the following variables:
Coverage Categories. Service Level Standards vary by Class of service, Access type, Outage type and Geographic location. These Service Level Standards are defined below.
Coverage Categories. The Managed WAN SLAs vary by level of Managed WAN service, network provider, geographic location and maintenance provider as defined below.
Coverage Categories. The Managed WLAN SLAs are available only in the contiguous 48 states, the District of Columbia and Hawaii (the “U.S.”). The Managed WLAN SLAs vary by geographic location and maintenance provider as specified below.
Coverage Categories. The Service Levels vary by geographic location, maintenance provider and Management Level for the Managed Site.
Coverage Categories. The Internet Dedicated - Managed Service SLAs vary by geographic location, network provider, outage type, and maintenance provider as defined below.
Coverage Categories. The Managed IP PBX SLAs vary by designed architecture and maintenance provider as specified below.
Coverage Categories. The Managed IP PBX SLAs vary by designed architecture and maintenance provider as specified below. PBX Designed Architecture. Customer’s choices with respect to; a) design, b) end to end management of the PBX and related networks (i.e. the supporting WAN and LAN), c) the level of redundancy of equipment and applications, and d) the codec implemented on the PBX determines the applicable service level as further explained below. Maintenance. Whether maintenance is provided by Verizon Data Maintenance – Network, Verizon Data Maintenance or an approved third party (“3rd Party Maintenance”), determines the applicable service levels for Time to Repair. The current approved 3rd Party Maintenance providers are Cisco and NEC. Other maintenance providers may be approved on a case by case basis.
Coverage Categories. The Managed LAN SLAs vary by level of Managed LAN service, geographic location and maintenance, provider as specified below.
Coverage Categories. The service commitments defined in the MSIDA-SLA vary by outage type. The MSIDA-SLA defines service disruptions as either a Hard Outage or Soft Outage. The Service Restoration Priority determines the ranking of the repair actions against other service issues. These are defined as follows:
i. Hard Outage is defined as a service disruption or degradation that prohibits use of the service. This is classified as a Priority 1 Service Restoration. The service level agreements for Network & CPE Availability and Mean Time to Repair apply to Hard Outages.
ii. Soft Outage is defined as a degradation of service where the customer can still use the service. This is classified as a Priority 2 Service Restoration. The service level agreement for Network Latency, Denial of Services, Network Packet Delivery, and Network Jitter apply to Soft Outages.
iii. Service Restoration Priority
