Performance SLAs and Goals. Performance SLAs apply if Service is available in a degraded state. After Customer opens a ticket on Service issue LightEdge Technical Support will classify the issue. If LightEdge Technical Support determines that Customer service is available albeit with performance degradation the issue will be categorized as a “Service Performance” issue and all SLA remedies applicable to Service Performance will apply. Any SLA remedies not specifically defined as “Service Performance” SLAs will not apply to same Service issue. Service Performance SLA credits will not be given if Service Availability SLA credits are requested against same Customer issue.
Appears in 12 contracts
Samples: Access T1 Service Agreement, Data Center Ethernet Loop Service Agreement, Metro Ethernet Service Agreement
Performance SLAs and Goals. Performance SLAs apply if Service is available in a degraded state. After Customer opens a ticket on Service issue LightEdge Technical Support will classify the issue. If LightEdge Technical Support determines that Customer service is available albeit with performance degradation the issue will be categorized as a “Service Performance” issue and all SLA remedies applicable to Service Performance will apply. Any SLA remedies not specifically defined as “Service Performance” SLAs will not apply to same Service issue. Service Performance SLA credits will not be given if Service Availability SLA credits are requested against same Customer issue.
10.5.1 Latency SLA
Appears in 4 contracts
Samples: Access DSL Service Agreement, Service Agreement, Access DSL Service Agreement
Performance SLAs and Goals. Performance SLAs apply if Service is available in a degraded state. After Customer opens a ticket on Service issue LightEdge Technical Support will classify the issue. If LightEdge Technical Support determines that Customer service is available albeit with performance degradation the issue will be categorized as a “Service Performance” issue and all SLA remedies applicable to Service Performance will apply. Any SLA remedies not specifically defined as “Service Performance” SLAs will not apply to same Service issue. Service Performance SLA credits will not be given if Service Availability SLA credits are requested against same Customer issue.
10.5.1 Latency SLA
10.5.2 Packet Delivery SLA
10.5.3 Service Jitter SLA
Appears in 4 contracts
Samples: Business Internet Service Agreement, Business Internet Service Agreement, Business Internet Service Agreement
