WORLDLINK guarantees 99.9% Backbone Network Uptime with at least 98% sustained packet throughput (not to exceed 100ms throughout WORLDLINK's backbone network). Network availability is the ability of a client to access the WORLDLINK Backbone Network. A Service Outage shall be defined as packet loss in excess of 20% for fifteen (15) consecutive minutes or one that exceeds 1.5% for two hours or more.
WORLDLINK has a minimum guaranteed bandwidth with a 3 second sustainable burst possibility to 100% over (e.g. 1Mbps with burst to 2Mbps or 4Mbps with burst to 8Mbps).
Customer will be notified, at least 24 hours in advance, of routine, required system maintenance and upgrades that are conducted on a scheduled periodic basis ('Scheduled Downtime'). Scheduled Downtime, outages caused by Customer's applications, equipment, or facilities, acts or omissions of Customer, or any use or user of the service authorized by Customer, outages caused by failures in the Telco circuit, and outages resulting from Force Majeure (all of which are outside the control of WORLDLINK) are not considered to be Service Outages under this SLA.
Customer must report a Service Outage to WORLDLINK Customer Support within 48 hours of the event. If Customer Support confirms the event as an outage, then the Customer may receive a pro-rated credit as detailed below. The total of any credits granted for any 24-hour period may not exceed one full day's pro-rated charges.
All equipment owned and/or managed by WORLDLINK is directly monitored from our Network Operations Center ('NOC'). The WORLDLINK NOC is monitored 24 hours per day, 7 days per week, 365 days per year. Immediate corrective action will be taken upon the failure of any circuit and/or WORLDLINK owned equipment in order to prevent a Service Outage.
WORLDLINK shall attempt to notify Customer's designated representative within thirty minutes of a Service Outage. Customer is solely responsible for providing WORLDLINK accurate and current contact information for Customer's designated points of contact. WORLDLINK will be relieved of its obligations under this outage reporting clause if WORLDLINK's contact information for Customer is out of date or inaccurate due to Customer's action or omission or if WORLDLINK's failure is due to reasons of Force Majeure. Customers who believe they are experiencing a Service Outage should immediately call WORLDLINK's Customer Support staff at 1-888-361-4638 ext.6911 for access to 24 X 7 X 365 assistance.
For each cumulative hour (or fraction thereof) of Service Outage in any calendar month, at Customer's request Customer's account may be credited for the pro-rated charges for one day of the WORLDLINK's Monthly Internet Access Service Fee. Pro-rated daily credits are limited to one full day's credit per 24-hour service period, up to an aggregate maximum of ten (10) full days credit per calendar month. To receive credit for a Service Outage, Customer must have reported the Service Outage event within 48 hours of occurrence. Customer must request SLA credit within 30 days from the date of the Service Outage. Customer's request for SLA credit is subject to review and verification by WORLDLINK. Upon approval, a credit will be issued against Customer's account, for application against Customer's next outstanding invoice for Service.
WORLDLINK reserves the right to modify the terms of this SLA at any time.
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Service Level Agreement for WORLDLINK Colocation