Service Outage Definition. A Service Outage is defined as the total and complete unavailability or degradation of MPLS Firewall services occurring outside a scheduled maintenance. NAN is not responsible for a failure to meet any performance objectives set forth under the below exclusions section: • Labor strikes, Governmental orders, civil commotion, acts of God, and other circumstances beyond NAN’s reasonable control; • NAN or vendor scheduled maintenance events outlined in section IV; • Client LAN, maintenance events, or upgrades to service(s) scheduled with client by NAN; • Lack of Client cooperation required to remedy the service (example: customer denies access to take a connection offline for testing, or denies repair technicians physical access to Client premises); • Failure of systems performing network measurements
Service Outage Definition. A Service Outage shall mean an incident when the Service provided by AnyWair is:
a) Unavailable for at least fifteen (15) continuous minutes in duration b) Unavailable due to a failure on the underlying AnyWair’s network and / or international transmission facilities that are directly procured by AnyWair and which are used to provide connectivity to the CLIENT. A Service outage will not come into effect when:
a) Service fails due to acts or events beyond AnyWair’s reasonable control but not limited to Acts of God, fire, flood or other catastrophes such as Radio Frequency interference, satellite destruction or malfunction, solar/atmospheric degradation, sun outages, terrestrial backhaul faults, any law, order, regulation, direction, action or request of any governmental entity or agency, or any civil or military authority, national emergency, insurrections, riots, war, strikes, lock-outs, work stoppages or other labour difficulties or acts or omissions of other providers of telecommunications services, cable failures, and civil disturbances. The service may be interrupted in cases of hurricane or typhoon, as the teleport antenna has to be stowed for safety reasons. This kind of outage will also not be regarded as part of the unavailability.
b) Service fails due to CLIENT equipment, or outages caused by CLIENT negligence or tampering.
c) The CLIENT fails to provide appropriate power conditions to AnyWair provided or managed equipment on the CLIENT site. The CLIENT is responsible for ensuring that all equipment is protected with surge suppressors, lightning arrestors, grounding facility, uninterruptible power supplies (UPS) with Automatic Voltage Regulators (AVR) and other devices which are required for the supply of uninterrupted and “clean” electrical power.
d) AnyWair performs routine maintenance operations, which include but not limited to schedule and emergency maintenance activities.
e) Emergency maintenance activities result in an interruption of service which lasts for five (5) minutes or less. AnyWair will not directly notify the CLIENT in advance for such short duration maintenance. AnyWair will use its best efforts to limit such occurrences. In addition, AnyWair will undertake short-duration, general maintenance during defined maintenance windows. Notwithstanding the above, should the cumulative period for such short-duration maintenance equal or exceed one (1) hour in a calendar month, the cumulative period of such short-duration maintenance will ...
Service Outage Definition. A Service Outage is defined as the total and complete unavailability or degradation of connectivity services occurring outside a scheduled maintenance. NAN is not responsible for a failure to meet any performance objectives set forth under the below exclusions section: • Labor strikes, Governmental orders, civil commotion, acts of God, and other circumstances beyond NAN’s reasonable control; • NAN or vendor scheduled maintenance events outlined in Section IV; • Client LAN, maintenance events, or upgrades to service(s) scheduled with client by NAN; • Failure of power, equipment, or systems not provided by NAN; • Lack of Client cooperation required to remedy the service (example: customer denies access to take a connection offline for testing, or denies repair technicians physical access to Client premises); • Failure of systems performing network measurements
Service Outage Definition. A Service Outage shall mean an incident when Service is:
a) Unavailable for at least five continuous (5) minutes in duration, and falling below the availability Criteria defined in Annexure 1A, 1B, & 1C OR packet loss as defined in section 3.4.
b) Unavailable due to a failure on the underlying Sify Internet backbone network or international transmission facilities that are directly procured by Sify and which are used to provide connectivity from the Customer’s router to Sify’s router on which the Customer is directly connected, and which is not caused, directly or indirectly, by a negligent act or omission of the Customer. Service Outage shall not include any service outage or interruption resulting from maintenance actions requested by or attributed to the Customer, nor from scheduled or routine Sify maintenance operations. Sify will notify the Customer five(5) days in advance of a scheduled maintenance period. Sify will make a reasonable effort to schedule maintenance at a time agreeable to the Customer. A single maintenance period will not exceed two (2) hours Service Outage shall also not include any service outage or interruption resulting from emergency or general maintenance that lasts for five (5) minutes or less. Sify will not directly notify Customer in advance for such short-duration maintenance. Sify will use its best efforts to limit such occurrences. In addition, Sify will undertake short-duration, general maintenance during defined maintenance windows. Please refer to Annexure 4 for details on Service outage credits.
