Exclusions/Qualifications. In addition to the General Exclusions set forth below, the following exclusions and qualifications apply to the Installation Service SLA:
(i) A Customer-ordered installation date that is prior to the 45 Business Day Service Installation time period.
(ii) Delays resulting from an order suspension due to Customer credit issues.
(iii) Delays due to incomplete or non-installation of an associated Internet or Verizon Managed service.
(iv) Delays due to the failure of Customer or its third-party contractors to timely perform Customer’s responsibilities in accordance with the Managed WLAN + Online Terms.
(v) Where a site survey or wireless site assessment is performed or is requested by Customer, any delays in the performance of such site survey or assessment due to (a) Customer or its contractors; and (b) remediation work identified in such site survey or assessment.
Exclusions/Qualifications. In addition to the General Exclusions set forth below, the following exclusions and qualifications apply to the Change Management Service Level Objective:
(i) For Devices managed by the U.S. NOC, requests submitted outside the hours of 7:00-17:00 ET, Monday through Friday will not be eligible for Express or Emergency requests.
(ii) For Devices managed by the EMEA NOC, requests submitted outside of the hours of 09:00-17:00 Central European Time (CET), or Central European Summertime (CEST) when in effect, Monday through Friday will not be eligible for Express or Emergency Change requests.
(iii) For Devices managed by the APAC NOC, requests submitted outside of the hours of 09:00-17:00 Philippines Time (PHT), Monday through Friday will not be eligible for Express or Emergency Change requests.
(iv) The Change Management Service Level Objective shall be extended by the amount of time taken to obtain complete information, including specific commands and/or configurations.
Exclusions/Qualifications. In addition to the General Exclusions set forth below, the following exclusions and qualifications apply to the TTR SLA:
(i) For Managed Devices managed by the U.S. NOC, Trouble Tickets opened after 4 p.m. Eastern Time will be considered to be opened on the next business day.
(ii) For Managed Devices managed by the EMEA NOC, Trouble Tickets opened after 4 p.m. Central European Time (CET), or Central European Summertime (CEST) when in effect, will be considered to be opened on the next business day.
(iii) For Managed Devices managed by the APAC NOC, Trouble Tickets opened after 4 p.m. Philippines Time (PHT) will be considered to be opened on the next business day.
(iv) If third-party-provided maintenance is modified pursuant to the provider’s maintenance contract with Customer, Verizon may similarly adjust associated SLA commitments set forth herein to reflect the revised service levels provided by the third-party maintenance provider.
(v) Managed Devices are not considered unavailable during periods of Outage resulting in whole or in part from the degradation of Customer’s Wireless LAN, such as slow data transmission.
(vi) SLA coverage is only applicable to (i) WLAN Controllers for which Customer has purchased a maintenance plan with minimum coverage of 7 days per week by 24 hours per day by 4 hour (i.e., 7x24x4) response time; and (ii) Cloud-Controlled Access Points and Software Defined Wireless LAN with Verizon- provided or Customer-contracted Third-Party Maintenance with Onsite Break-Fix Maintenance with minimum coverage of, 5 days per week, 8 hours per day and Next Business Day (“NBD”) response time.
(vii) WLAN Controllers are not considered unavailable if Verizon did not receive from Customer the login credentials of the Managed Devices for troubleshooting purposes.
Exclusions/Qualifications. In addition to the General Exclusions set forth below, the following exclusions and qualifications apply to the Proactive Outage Notification SLA:
(i) Periods of Outage resulting in whole or in part from the degradation of Customer’s wireless LAN;
(ii) Interruptions not reported by Customer, or for which no Trouble Ticket was opened.
(iii) The time resulting from Customer’s point of contact unavailability due to incorrect contact information or other cause.
(iv) SLA coverage is only applicable to WLAN Controllers for which out-of-band access is available (except for WLAN Controllers under the Monitor and Notify service level).
(v) SLA coverage is only available if Verizon has received from Customer the login credentials of the Managed Devices for troubleshooting purposes.
Exclusions/Qualifications. In addition to the general exclusions found in Appendix A, the following conditions apply to the Availability SLA:
(i) WLAN Controllers are not considered unavailable during periods of Outage resulting in whole or in part from Managed WLAN degradation, such as slow data transmission.
(ii) WLAN Controllers are not considered unavailable during interruptions not reported by Customer, or for which no Trouble Ticket was opened.
(iii) SLA coverage is only applicable to WLAN Controllers for which (a) out-of-band access is available, and (b) Customer has purchased a maintenance plan with minimum coverage of 7 days per week by 24 hours per day by 4 hour (i.e., 7x24x4) response time.
(iv) Virtual Controllers with Aruba IAP Management, Lightweight Access Points, Aruba Instant Access Points, Cloud-Controlled Access Points and Software Defined Wireless LAN are not included.
(v) WLAN Controllers are not considered unavailable if Verizon did not receive from Customer the login credentials of the Managed Devices for troubleshooting purposes.
(vi) WLAN Controllers are not considered unavailable if the WLAN Controllers are deployed in High Availability (HA) mode and the WLAN Controller function will be taken over by one of the other WLAN Controllers in the Customer’s network.
Exclusions/Qualifications. In addition to the General Exclusions set forth below, the following exclusions and qualifications apply to the Software Defined Wireless LAN QoS Service Level Objective:
(i) Missed performance targets that have not caused the overall performance parameter to be lower than 80%.
(ii) In the event any performance parameters are disabled or any target performance value has been adjusted, based on the specific Software Defined Wireless LAN implementation of the Customer, the applicable performance parameter(s) and target performance value(s) will apply.
(iii) Missed performance targets that are caused by outages, configuration updates or maintenance windows on Customer Equipment, such as, but not limited to, Customer-managed routers, switches, DHCP servers or disruptions caused by power outages.
(iv) Missed Roaming, Coverage, Capacity, and Time To Connect performance targets for Customer Sites where Verizon has not provided a (remote or onsite) wireless assessment.
(v) Missed Throughput performance targets for Customer Sites where the bandwidth capacity of the Wide Area Network (WAN) connectivity and / or Local Area Network (LAN) connectivity is below 10 Mbps per expected Customer user of the Wi-Fi network.
(vi) Missed performance targets due to the use of legacy, co-existing Wi-Fi infrastructure and 802.11a/b Wi-Fi client devices.
(vii) WLAN Controllers, Virtual Controllers with Aruba IAP Management, Lightweight Access Points, Aruba Instant Access Points and Cloud-Controlled Access Points are not included.
Exclusions/Qualifications. In addition to the General Exclusions set forth below, the following exclusions and qualifications apply to the TTR SLA:
(i) Trouble tickets opened after 4 p.m. U.S. Eastern Time will be considered to be opened on the next business day.
(ii) The TTR SLA will not be available for Customer Sites with remote maintenance support as Customer, not Verizon, will be handling the physical restoration of the WAP for such Sites.
(iii) If third-party-provided maintenance is modified pursuant to the provider’s maintenance contract with Customer, Verizon may similarly adjust associated SLA commitments set forth herein to reflect the revised service levels provided by the third-party maintenance provider.
(iv) SLAs are only available when WAPs have maintenance plans with coverage 8 hours a day, 5 days a week, with NBD (“Next Business Day”) response time.
Exclusions/Qualifications. In addition to the general exclusions, the following items are excluded from or qualify the Service Installation period:
(i) If Verizon determines a post-Order Customer review call is required to refine the details of the Service to be installed, then the Service Installation period shall begin upon completion of the Customer review call.
(ii) A Customer-ordered installation date that is prior to the 45 Business Day Service Installation time period.
(iii) Remote Installations.
(iv) Delays resulting from an Order suspension due to Customer credit issues.
(v) Delays due to incomplete or non-installation of the associated Internet service.
(vi) Delays due to the failure of Customer or its third-party contractors to timely perform Customer’s responsibilities in accordance with the Wi-Fi for Business + Online Terms.
(vii) Where a wireless site assessment is requested by Customer, any delays in the performance of such site assessment due to (a) Customer or its contractors; and (b) remediation work identified in such site assessment.
Exclusions/Qualifications. In addition to the general exclusions found in Appendix A, the following conditions apply to the Availability SLA:
(i) WLAN Controllers are not considered unavailable during periods of Outage resulting in whole or in part from Managed WLAN degradation, such as slow data transmission.
(ii) WLAN Controllers are not considered unavailable during interruptions not reported by Customer, or for which no Trouble Ticket was opened.
(iii) SLA coverage is only applicable to WLAN Controllers for which (a) out-of-band access is available (except for WLAN Controllers under the Monitor and Notify service level), and (b) Customer has purchased a maintenance plan with coverage not less than 8 hours a day, 5 days a week, with NBD (“Next Business Day”) response time.
(iv) Virtual Controllers with Aruba IAP Management, Lightweight Access Points, Aruba Instant Access Points and, Cloud-Controlled Access Points, E-RAN Service Nodes and E-RAN Radio Nodes are not included.
(v) WLAN Controllers are not considered unavailable if Verizon did not receive from Customer the login credentials of the Devices for troubleshooting purposes.
(vi) WLAN Controllers are not considered unavailable if the WLAN Controllers are deployed in High Availability (“HA”) mode and the WLAN Controller function will be taken over by one of the other WLAN Controllers in the Customer’s network.
Exclusions/Qualifications. In addition to the General Exclusions set forth below, the following exclusions and qualifications apply to the Software-defined Defined Wireless LAN QoS Service Level Objective:
