E2E Network Availability Commitment Sample Clauses
The E2E Network Availability Commitment clause defines the service provider's obligation to maintain a specified level of end-to-end network uptime for the customer. This typically involves setting a minimum percentage of network availability over a defined period, such as 99.9% uptime per month, and may outline how availability is measured and reported. The core function of this clause is to assure the customer of reliable network performance and to provide recourse, such as service credits, if the agreed-upon availability is not met, thereby managing expectations and allocating risk related to network downtime.
E2E Network Availability Commitment. Description Netifice's commitment for Network Availability is measured in minutes of circuit uptime over the monthly billing period. Network Availability addresses the total number of minutes in a billing month during which a circuit or dial backup connection between the Subscriber's CPE device and the customer's Enterprise Egress Point or Internet Handoff Point is available to transport IP packets, including availability of CPE, Router, Switch, IDF/MDF punchdown blocks and other required Hardware to enable circuit IP connectivity. Network Availability is calculated as follows: (Total Minutes In Month) Definition Network non-availability begins when an SNMP poll sent from the Netifice Network Management Server (NMS) to the subscriber CPE, Enterprise Egress Router, or Internet Gateway is unsuccessful and ends when the next ICMP poll is successfully answered. Network non-availability does not include periods of service degradation, such as slow data transmission (covered in Network Latency SLA). A "Trouble Ticket" is the official method used by the Customer to advise Netifice of perceived Network non-availability. Netifice scheduled outages and maintenance, emergency maintenance, and Customer or End User caused outages (scheduled or unscheduled) will not be considered in the total minutes of outage equation. Measurement Network Availability is measured by Netifice's VNOC network monitoring tool suite and statistics will be published monthly for each customer on a secure web site. The Network Management Servers send a SNMP poll packet across each circuit to each customer endpoint device continuously in 3 minute increments and records each poll/answer sequence for aggregation into the Monthly average calculation for each circuit. Remedy Netifice Engineers utilize Vnoc management tools to proactively monitor all circuits and network devices 7x24. If Customer suspects a network availability problem, Customer shall open a trouble ticket with Netifice, upon which Netifice and Customer shall perform joint testing to verify and resolve the problem. If the monthly Network Availability objective was not met as measured at the end of any given billing cycle month, the customer must notify the Netifice Customer Support Center to request a credit to be issued the following billing cycle in accordance with the following schedule: