Network Services - Service Level Agreement US Network
Service Level Agreement (SLA) - IP Transit
Our Service Level Agreements define the guaranteed quality of all services agreed between InterConnX and our customers. These SLAs apply over a specific period of time to our IP Transit service and are part of our framework agreement. The underlying document defines service level parameters and guarantees related to recurring services rendered by InterConnX Realty. The service level parameters for recurring services as stated here are monitored over a previously specified period of time and reported to our customers accordingly.
Duration of SLA
With handing over the service as specified in the order form and the service handover document, the SLA becomes effective. Unless agreed otherwise, the SLA is terminated with the termination of the underlying service.
Changes to SLAs
InterConnX Realty reserves the right to amend the SLA at any time. Any changes to the SLA will be communicated to our customers either in written or in any other adequate form.
Unless otherwise agreed, the metering period for all services and guarantees is one year (12 months), beginning with the first day of the month following service handover.
IP Transit Availability & Service Level
Our InterConnX Realty IP Transit Service is based on a redundant backbone infrastructure. Due to the fact that IP Transit is permanently kept under surveillance by means of comprehensive monitoring systems, it is by definition a (proactively) managed service with a high degree of availability.
Definition of Availability
Our IP Transit service is available if the respective access router within the InterConnX Realty backbone can be reached and if transit routes as well as connections between InterConnX access routers and transit routes are available. Transit routes are connections within the InterConnX Realty backbone as well as InterConnX Realty backbone connections to the respective uplink providers.
Service Level - Gold 99.99% Availability/Year
Our Service Level Gold, which is based on a guaranteed availability of 99.99%, is only valid in connection with our optional VRRP feature (Virtual Router Redundancy Protocol). That way, our IP Transit Service is connected to two different and redundant nexellent network structures.
EXCLUDED From Down Times