Common use of Packet Loss Service Credit Clause in Contracts

Packet Loss Service Credit. If the Customer believes that Rogers has failed to meet its Packet Loss commitment set out in Table 5, the Customer must provide Rogers with details of the Customer data that substantiates the belief and request that Rogers test the circuit. The Customer must co-operate with Rogers’ reasonable requirements and provide access to the service demarcation point upon request in order to retain its rights to any applicable Service Credit. Upon Rogers’ verification that the actual Packet Loss is greater than the committed Packet Loss for reasons other than Acceptable Downtime, Rogers will issue a Service Credit to the Customer as specified in Table 5. Service Performance SLA Metric Service Credit Packet Loss <0.01% 10% of one month’s Optical Wavelength charges for the affected Optical Wavelength circuit(s) Bandwidth 100% Table 5 – Service Performance Commitments Definitions The following definitions are used in relation to Optical Wavelength. Any capitalized terms not defined below are defined in the Agreement.