Monthly Rights and Remedies. (Applicable to SLAs that require accumulation of statistics over a period of time or multiple trouble tickets e.g., availability. Note: the Off Ramp process is included in this component.) The SLAs in the Administrative category shall each consist of the following components: tools, reports and applications, objective(s), measurement process, DTS/STND rights and remedies, and Customer rights and remedies. Administrative Service Level Agreement Format: Administrative Tools, Reports and Applications SLA Name [List of all applicable tools, reports and application] Definition [Define or describe the SLA] Measurement Process [Instruct how to measure or derive the objectives] Objective (s) [Define Contractor program performance objectives] DTS/STND Rights and Remedies [Identifies actions to be taken by DTS/STND or rebates from Contractor when the objectives are not met] Customer Rights and Remedies [Identifies actions to be taken by the Customers or rebates from Contractor when the objectives are not met] Xxxxxx understands the Requirement and shall meet or exceed it? Yes X No Reference: document location page paragraph Description: AT&T understands the terminology and definitions supplied in this section. We appreciate the State’s desire to include Service Level Agreements (SLA) for CALNET II. In CALNET, AT&T provides the State with leading edge Service Level Agreements. In fact, as a part of CALNET, AT&T with DTS/STND negotiated new, even more stringent SLAs for data services. We believe that many of the SLAs outlined in CALNET II are reasonable, but believe that many of the incremental changes in billing, tools, reports, and capabilities requirements are in direct opposition to one of the State’s stated primary goals—obtaining quality service at a lower cost. One example of this is the two-tier service approach. AT&T believes that a two-tier approach will be more expensive to implement and manage for both the State and AT&T. The cost to order, provision, maintain, and report on multiple tiers will make the cost of the service more expensive to the end users. As an alternative, we plan to offer all services under a single tier that will meet the higher availability SLA. Our California Major Accounts Center (CMAC) currently manages and tracks the SLA process, and will continue these procedures for CALNET II. Within the CMAC, AT&T has a dedicated SLA manager in place today who calculates the SLA rebates and provides required reports and information. Our dedicate...
Monthly Rights and Remedies. Inside Wiring Contracted Service Project Work – Section 6.1.9 - Monthly Average percent by Service Type: The entire installation fee refunded to Customer for all orders that did not complete on time during the month Services Business Days Provisioning Integrated Services Digital Network (ISDN) if the monthly average objective is not met. N/A Basic Rate ISDN (BRI) Data BRI, only Voice and Data BRI 1 Day BRI, if site work required 3 Days Expedite 10 Days XX Days Primary Rate ISDN (PRI) 10 Days Expedite XX Days Interactive Voice Response (IVR) Contracted Service Project Work – Section 6.1.9 Intra-LATA Calling 1 Days Gigabit Ethernet Metropolitan Area Network (MAN) Contracted Service Project Work – Section 6.1.9
Monthly Rights and Remedies. 10 percent of TMRC (includes router and port) per monthly occurrence for the reported circuit. Service Site-to-Site Jitter– AVPN Managed Router AVPN Managed Router AVPN* * This SLA applies to AVPN transport service only when combined with the AVPN Managed Router Service Definition Site-to-Site (XX-XX) Jitter refers to the variation in packet transit delay between Qualifying Sites in a Qualifying Pair and is measured from the managed router at one Site to the managed router at the other Site in a Qualifying Pair. This SLA is available only for CoS1 on Ports at speeds of 768k and higher. The performance objectives for site-to-site jitter are set based on the following factors: class of service (CoS1 only), the bandwidth per logical channel at each site, and the countries of origin and destination of the Qualifying Pair. The performance objectives are subject to change if the bandwidth changes at either customer edge router in the Qualifying Pair. To be eligible for and initiate a credit, the Customer must open a trouble ticket via Business Direct E-Maintenance. The site-to-site measurements are continuously compiled using the Cisco IOS IP SLA (formerly SAA) feature on the Managed Routers. The results are reported via Business Direct. In the network configuration process, the customer selects the site pairs for reporting. The number of site pairs is limited by two factors. One, a limit of 20 probes per sender and 800 probes per receiver. Second, the probe traffic must be considered in the overall design. Only COS common to the specific site pairs are measured. These designs will be determined in pre- implementation technical meetings once orders are placed. Measurement Process Site-to-Site Data Jitter is measured and reported in the Business Direct portal under AVPN Managed Site-to-Site Reports. Site-to-Site Jitter SLA is measured from the managed router at one Site to the managed router at the other Site in the Qualifying Pair for class of service (CoS1only). Validation of the first three (3) SLA claim requests for the same Qualified Site Pair during a six-month rolling period will be based on the “Average” column per the Site-to-Site Jitter Reports. Beginning with the fourth claim request, AT&T will base validation of the claim based on the “Adjusted” column per the Site-to-Site Data Jitter Reports. The metrics published in the 'Average' column account for all port utilization during the month. The metrics published in the 'Adjusted' column eliminate measur...
Monthly Rights and Remedies. 20% of the recurring monthly system maintenance fee or the projected monthly system maintenance fee of the affective PSAP if the monthly objective is not met. Each successive month that the monthly objective is not met will result in an increase in the remedy of an additional 20% over the previous month, not to exceed 60%. Additionally, if the Contractor fails to achieve the up-time objective three (3) months in a row or five (5) months in any 12 month period, the PSAP may terminate the maintenance agreement with 30 calendar days’ notice and engage the services of an alternative Contractor with no early termination charges to the State or the PSAP. California Governor’s Office of Emergency Services 9-1-1 CPE Systems Vesta Solutions, Inc, Agreement #4151-6
