Credit Structure. To obtain a credit, Customer must open a Trouble Ticket in accordance with the “Process for Customer to Apply for SLA Credits” section below. Verizon will work with Customer to confirm that a DDR issue exists with the Core Network and repair the problem(s), as applicable. Once Verizon confirms that the DDR on the Core Network for a specific Customer E-Line EVC connection does not comply with this Service Level Standard, Verizon will have thirty (30) calendar days from the opening of the Trouble Ticket to address the Service Issue and close the applicable Trouble Ticket before Customer may be eligible for SLA credits. If, after thirty (30) calendar days of opening the Trouble Ticket, the DDR Service Level Standard issue is not corrected, but has been agreed to as a Service Issue, Customer may qualify for credits.
Credit Structure. The credit is based on the number of Eligible Hard Outage Minutes independent of the actual percent availability calculation. Credit tables are provided in Section 6.
Credit Structure. The credit is based on the average repair times for all Hard Outages on a specific E-Line EVC within a calendar month. Credit tables are provided in Section 6. Customer may qualify for credits under the MTTR Service Level Standard in addition to the E-Line EVC Availability Service Level Standard for a particular Hard Outage.
Credit Structure. To obtain a credit, Customer must open a Trouble Ticket when a Frame Jitter issue surfaces as described in the “Process for Customer to Apply for SLA Credits” section below. Verizon will work with Customer to confirm that a Frame Jitter issue exists with the Core Network and repair the problem(s), as applicable. Once Verizon confirms that the Frame Jitter on the Core Network between specific Customer locations over a connection for E-Line EVC does not comply with this Service Level Standard, Verizon will have thirty (30) calendar days to address Service Issue and close the applicable trouble before Customer may be eligible for credits under this SLA. If, after thirty (30) calendar days of opening the Trouble Ticket, the Frame Jitter Service Level Standard issue is not corrected, Customer may qualify for credits. Customer’s measure of Frame Jitter prior to opening a Trouble Ticket may be used by Verizon as a benchmark for the repair actions.
Credit Structure. If the RTD Service Level Standard is not met, it is a Service Issue. If the RTD metric for a pair of Customer Sites is not being met, Customer may be eligible for an SLA credit. To obtain a credit, a Trouble Ticket must be opened with Verizon in accordance with the “Process for Customer to Apply for SLA Credits” section below. Verizon will work with Customer to confirm that a RTD issue exists and repair the problem(s), as applicable. Once Verizon confirms that the RTD Service Level Standard is not being met, Verizon will have thirty (30) calendar days from the opening of the Trouble Ticket to repair the Service to meet the RTD Service Level Standard and close the applicable Trouble Ticket, and in such an event, Customer will not be eligible for a credit. If, after thirty (30) calendar days of opening the trouble ticket, the RTD Service Level Standard continues to not be met, Customer may qualify for a credit. Customer’s measurement of RTD prior to opening a Trouble Ticket may be considered by Verizon in determining the need to repair the Service.
Credit Structure. If the PTD Service Level Standard is not met, it is a Service Issue and is considered a Service Restoration Priority 2. If the PTD metric for a pair of Customer Connections or Customer Sites is not being met, Customer may be eligible for a credit. To obtain a credit, a trouble ticket must be opened with Verizon when a PTD Service Level Standard is not being met or if a Service Issue is identified. Verizon will work with Customer to confirm that a PTD issue exists and repair the problem(s), as applicable. Once Verizon confirms that the PTD Service Level Standard is not being met, Verizon will have 30 calendar days to repair the Service to meet the PTD Service Level Standard and close the applicable trouble ticket, and in such an event, Customer will not be eligible for a credit. If, after 30 calendar days of opening the trouble ticket, the PTD Service Level Standard continues to not be met, Customer will qualify for a credit. Customer’s measurement of PTD prior to opening a trouble ticket may be considered by Verizon in determining the need to repair the Service. PTD credit table: For Standard not met Credit as % of MRC Packet Transit Delay (PTD) 20%
Credit Structure. To receive a credit, Customer must submit their request within 30 business days after the month in which the C-NTD Service Level Standard was not met. Such credit will equal the pro-rated charges for one day of the MRC for the Customer’s Connections within the specific region during the calendar month in which the C-NTD Service Level Standard was not met.
Credit Structure. If the Jitter Service Level Standard is not met it is a Service Issue and is considered Service Restoration Priority 2. If the Jitter metric for a pair of Customer Connections or Customer Sites is not being met, Customer may be eligible for a credit. To obtain a credit, a trouble ticket must be opened with Verizon when a Jitter Service Level Standard is not being met or if a Service Issue is identified. Verizon will work with Customer to confirm that a Jitter issue exists and repair the problem(s), as applicable. Once Verizon confirms that the Jitter Service Level Standard is not being met, Verizon will have 30 calendar days to repair the Service to meet the Jitter Service Level Standard and close the applicable trouble ticket, and in such an event, Customer will not be eligible for a credit. If, after 30 calendar days of opening the trouble ticket, the Jitter Service Level Standard continues to not be met, Customer will qualify for a credit. Customer’s measurement of Jitter prior to opening a trouble ticket may be considered by Verizon in determining the need to repair the Service. Jitter credit table: For Standard not met Credit as % of MRC Jitter 20% 5.6.4.1 Service Issues occur between pair Ports of the Private IP Network. Consequently, two Customer connections will be impacted by each Service Issue. For Service Issue Service Level Standard credit purposes, the MRC will be defined as the average of the MRCs for each of the two impacted Customer Connections.
Credit Structure. To obtain a credit, Customer must report the delay in Service installation to the Verizon account team as described in the in the Credit Section of the SLA. Service Installation credit table: For Standard not met U.S. Global Tier A Global Tier B Global Tier C & D Service Installation 50% of the first month’s MRC on the applicable Connection 50% of the first month’s MRC on the applicable Connection 50% of the first month’s MRC on the applicable Connection 50% of the first month’s MRC on the applicable Connection
Credit Structure. If the PDR Service Level Standard is not met, it is a Service Issue and is considered Service Restoration Priority 2. If the PDR metric for a pair of Customer Connections or Customer Sites is not being met, Customer may be eligible for a credit. To obtain a credit, a trouble ticket must be opened with Verizon when a PDR Service Level Standard is not being met or if a Service Issue is identified. Verizon will work with Customer to confirm that a PDR issue exists and repair the problem(s), as applicable. Once Verizon confirms that the PDR Service Level Standard is not being met, Verizon will have 30 calendar days to repair the Service to meet the PDR Service Level Standard and close the applicable trouble ticket, and in such an event, Customer will not be eligible for a credit. If, after 30 calendar days of opening the trouble ticket, the PDR Service Level Standard continues to not be met, Customer will qualify for a credit. Customer’s measurement of PDR prior to opening a trouble ticket may be considered by Verizon in determining the need to repair the Service. PDR credit table: For Standard not met Credit as % of MRC Packet Delivery Ratio (PDR) 20% 5.5.4.1 Service Issues occur between pair Ports of the Private IP Network, including SCI. Consequently, two Customer connections will be impacted by each Service Issue. For Service Issue Service Level Standard credit purposes, the MRC will be defined as the average of the MRCs for each of the two impacted Customer Connections.
