Service Level Agreemment (SLA)
International Services

Overview and Policy

RingVoz is committed to provide the highest levels of service, performance, reliability and survivability of its SIP Trunking service for origination and termination in USA and international regions. As one measure of our ongoing commitment to delivering an excellent customer experience, RingVoz provides a Service Level Agreement (SLA) covering our SIP Trunking Services and the ability for customers to determine adherence to these SLAs. If an Eligible Customer experiences performance that does not meet the applicable commitments set forth in this SLA, then RingVoz will issue the Eligible Customer a Customer Service Credit.

This SLA describes the RingVoz target network performance and service level metric for its SIP Trunking services. This SLA does not apply to Internet connectivity or local loop facilities provided by third parties, although failure and/or inadequate performance of such connectivity will affect the RingVoz SIP trunking

Services delivered to the customer’s premises. Each of the following metrics and credits are applied on a per-affected SIP Trunk basis.

Service Level Agreement

ƒ The following Service Level Terms and Conditions are incorporated into the signed Service Agreement between you (“You” or “Customer”) and RingVoz, LLC (“RingVoz”). This Service Level Agreement constitutes the service level commitment of RingVoz to you as a VoIP customer.

ƒ Please review this Service Level Agreement. By signing the Service Order referencing these terms, you agree to be bound by the Service Level Terms and Conditions set forth in this document.

ƒ If RingVozmakes a change to this Service Level Agreement that has a material impact on the Service, you will be provided notice of that change via updates to the SLA on RingVoz’s website. Your continued use of the Service following such notice constitutes your acceptance of those changes.

Definitions

The following terms and definitions shall be used in this Service Level Agreement (“SLA”):

Dedicated Broadband Service – A generic term for your contracted broadband service.

Dedicated Broadband Service Outage – A “Dedicated Broadband Service Outage” is defined as the failure of a Customer’s Dedicated Broadband Service Connection to pass IP data traffic because of an application or network issue related solely to network elements directly under the exclusive control of RingVoz.

Local Loop – A “Local Loop” is the physical connection provided by a service provider (typically the traditional local telephone company) delivering physical connectivity between the customer and the RingVoz network and service facilities.

Measurement Period – The measurement period begins on the first day of each month and ends on the last day of such month. For service initiation, the measurement period begins on the first day of the next full month after service is initiated. For service termination, the final measurement period is considered to be the last full month prior to service termination.

VoIP – A generic term for your Voice over IP Service.

VoIP Outage – A “VoIP Outage” is defined as the Customer’s inability to make or receive any RingVoz managed calls because of application or network issues related solely to network elements directly under the exclusive control of RingVoz.

SIP Trunk – A “SIP Trunk” is a virtual pipe that RingVoz utilizes to provide its services. A single SIP Trunk may have multiple concurrent call sessions associated with it.

Force Majeur – Generally, events beyond the control of RingVoz, including, but not limited to nature, fire, flood, explosion, act of terrorism, accident, war, strike, embargo, governmental requirement, civil or military authority or Act of God, inability to secure materials not in possession of RingVoz , acts or mission of common carriers or any such similar causes.

Service Availability

Service Level Commitment

For the VoIP Services provided to Customer under the Agreement with RingVoz, RingVoz is committed to maintain an end to end, Service and Network Availability (as defined below) 99.9 % for its Domestic VoIP Service and 99.5% for its International VoIP Service.

Measurement and Calculation

“Service or Network Availability” is the ratio of time the core service and network is capable of accepting and delivering information to the total time in the Measurement Period. Service and Network vailability is expressed as a percentage. The calculation for Service and Network Availability is: SUM of (Total Minutes in Measurement Period – Total Minutes of Downtime in Measurement Period) X 100% Total Minutes in Measurement Period.

Components Included

This is a service and network wide measurement.

Components Excluded

The following shall be excluded from any service or network outage time when calculating the Service and Network Availability:

  • Service and/or network downtime during scheduled maintenance windows of RingVoz or its vendors
  • Any failure caused by Customer ƒ
  • All Customer Premise Equipment (“CPE”), whether or not provided by RingVoz
  • Service and/or network downtime during which RingVoz cannot access required facilities due to inaccessibility beyond RingVoz’s reasonable control.
  • Service and/or network downtime due to Force Majeur
  • Failures due to the local loop facilities
  • Service and/or network downtime due to any action or event beyond RingVoz’s reasonable control
  • Service and/or network downtime due to failure of any network or system provided by customer or any third party.
  • Service and/or network downtime due to incorrect routing, setup, or provisioning of IP PBX or other CPE.

Service and/or Network Availability Remedies

Upon notification by the Customer and verification by RingVoz that the actual Service and/or Network Availability is below the committed Service and Network Availability for the Measurement Period, RingVozshall apply a credit equal to ten percent (10%) of the monthly service charge for the affected SIP Trunk under the Agreement. Such credit shall be Customer’s sole and exclusive remedy for RingVoz’s failure to meet the committed Service and Network Availability. Customer must request credit within thirty (30) days of the validated outage. RingVoz reserves the right to determine if an outage is considered a validated outage. Customer payables must be current prior to requesting and/or receiving any credits. Requests for credits may take up to 30 days to research and review; customer is responsible for paying current invoices and will receive a credit after the 30 day review period.

Mean Time to Respond

Service Level Commitment

RingVoz is committed to maintaining a maximum response time of (two) 6 hours. RingVoz will accept trouble calls from Customer from 9:00 am and 10:00 pm hours Eastern Time from Monday thru Saturday. Within six (6) working hours of opening a trouble ticket, a RingVoz representative will attempt to contact the Customer through the trouble ticket system and inform the Customer of the Estimated Time to Repair (“ETTR”). If a significant change in the ETTR occurs, RingVoz will attempt to provide an update to the ETTR to the Customer.

Measurement and Calculation

Elapsed time is measured from the time a particular trouble ticket is opened by RingVoz to the time RingVoz attempts to contact the Customer with a status update of the trouble reported. The “Mean Time to Respond” calculation is as follows: SUM of (Time Representative Attempts to Contact Customer – Time Trouble Reported)

Excluded Items

The following shall be excluded from any determination of Mean Time to Respond:

When response is not met due to Force Majeur scheduled maintenance, the act or failure to act of Customer or any party other than RingVoz or any action or event beyond RingVoz’s reasonable control.

When response is not met due to any network or system provided by customer or any third party.

Mean Time to Repair

Service Level Commitment

RingVoz is committed to maintaining a maximum of a 12 hour repair time.

Measurement and Calculation

Elapsed time is measured from the time the trouble ticket is opened by RingVoz to the time service is restored to normal operating performance. The calculation for “Mean Time to Repair” is as follows:

Mean Time to Repair = [Total Outage Time (hours) for all Trouble Tickets (no dispatch)] ÷ [Total Number of Trouble Tickets (no dispatch)]

Excluded Items

The following shall be excluded from any determination of Mean Time to Repair:

  • Trouble tickets due to the failure of the CPE or any components on the Customer side of the CPE, whether or not such CPE was provided by RingVoz
  • Trouble tickets due to RingVoz’s scheduled maintenance windows
  • Trouble tickets due to the failure of any components due to Customer action
  • Trouble tickets for which RingVoz cannot access required facilities due to inaccessibility beyond RingVoz’s reasonable control
  • Trouble tickets due to Force Majeur
  • Trouble tickets related to any lines added, removed, or re-configured during the month
  • Trouble tickets associated with lines used as backup or alternate routes
  • When response is not met due to any network or system provided by customer or any third party.
  • “No Trouble Found” trouble tickets
  • Failures due to the local loop
  • Trouble Tickets caused by the act or failure to act of Customer or any third party
  • Trouble tickets that remain open due to delays caused by slow responses from customer for requests for feedback

Mean Time to Repair Remedies

Upon notification by the Customer and verification by RingVoz that the actual Mean Time to Repair level is below the committed level, RingVoz shall apply a credit equal to ten percent (10%) of the monthly service connection charge for each SIP Trunk included in the trouble tickets for which RingVoz did not meet the committed Mean Time to Respond. Such credit shall be Customer’s sole and exclusive remedy for RingVoz’s failure to meet the committed Mean Time to Repair. Customer must request credit within sixty (60) days of the validated outage. RingVoz reserves the right to determine if an outage is considered a validated outage. Customer payables must be current prior to receiving any credits. Requests for credits may take up to 30 days to research and review; customer is responsible for paying current invoices and will receive a credit after the 30 day review period.

Remedies – General

Maximum Allowable Remedy

At no time will multiple remedies be provided to the Customer for the same, similar or related problems on the same SIP Trunk. RingVoz shall have no liability for any failure of any RingVoz network, service or equipment to meet the forgoing guidelines due to scheduled maintenance, caused by the act or failure to act of Customer or any third party or caused by any action or event beyond RingVoz reasonable control. Customer’s sole and exclusive remedy for RingVoz’s failure to meet the committed Service and Network Availability or other failure to meet the foregoing guidelines shall be the credit outlined in the applicable section. The maximum allowable remedy in a given Measurement Period will be ten percent (10%) for each line or user service affected. Customer must request credit within thirty (30) days of the validated outage. RingVoz reserves the right to determine if an outage is considered a validated outage.

THE CUSTOMER UNDERSTANDS THAT THE SERVICES, NETWORKS AND EQUIPMENT REFERRED TO HEREIN WILL BE FURNISHED “AS IS” AND WITH ALL FAULTS. OTHER THAN ANY LIMITED WARRANTY THAT MAY BE GIVEN TO CUSTOMER UNDER THE AGREEMENT, RingVoz MAKES AND CUSTOMER RECEIVES NO WARRANTIES, EXPRESS, IMPLIED, STATUTORY, IN THIS SLA OR IN ANY COMMUNICATION WITH CUSTOMER REGARDING SUCH SERVICES, NETWORK OR EQUIPMENT. RingVoz SPECIFICALLY DISCLAIMS ALL OTHER WARRANTIES INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY, NONINFRINGEMENT OR FITNESS FOR A PARTICULAR PURPOSE. RingVoz EXPRESSLY DISCLAIMS RESPONSIBILITY FOR THE CONTENT OF INFORMATION TRANSMITTED BY CUSTOMER OR THE RESULTS OF ANY TRANSMISSION. RingVoz DOES NOT WARRANT THAT THE OPERATION OF THE SERVICES, NETWORKS OR EQUIPMENT COVERED BY THIS SLA WILL BE ININTERRUPED OR ERROR FREE.

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