Metropark offers the following performance Service Level Agreements (SLAs) for it’s MPVEX and MPVISTA VoIP services covering Jitter, Mean Opinion Score (MOS), Network Availability and Time to Repair (TTR) within the United States. The agreeing parties acknowledge that the terms of this SLA shall be the sole service level agreement applicable to Metropark’s VoIP services, as other “Last Mile” service providers have their own SLAs..
Jitter SLA – 2.0
Also known as delay variation, jitter is defined as the variation or difference in the end-to-end delay between received packets of an IP or packet stream. The VoIP Jitter SLA provides that MPVEX and MPVISTA monthly jitter performance within the Applicable Network will not exceed 2.0 millisecond. Performance is measured by periodically collecting data across the Applicable Network, from which a monthly average is derived. Jitter performance statistics are available for review upon request from Metropark Support.
Mean Opinion Score (MOS) SLA – 4.0
MOS is a measure (score) of the audio fidelity, or clarity, of a voice call. It is a statistical measurement that predicts how the average user would perceive the clarity of each call. The VoIP MOS SLA provides that the Applicable Network performance will not drop below 4.0 where MOS is calculated using the standards-based E-model (ITU-T G.107). Performance is measured by periodically collecting data across the Applicable Working Customer Network, from which a monthly average is derived. MOS performance statistics are available for review upon request from Metropark Support.
VoIP Network Availability SLA – 99.999%
The VoIP Network Availability SLA provides that Metropark’s Applicable Network will be available at least 99.999 percent of the time as measured on a monthly basis by trouble ticket time. The Applicable Network is considered not available for the number of minutes that a trouble ticket shows the Applicable Network was not available to Customer. This VoIP network availability SLA is not applicable to “Last Mile” Internet providers as they have their own SLAs. Customer is responsible for tracking the time via trouble tickets that any portion of the VoIP Service from Metropark is unavailable due to Applicable Network unavailability.
Time to Repair SLA – 4hr
The VoIP Time to Repair (TTR) SLA provides that priority one (PTY 1) tickets will be resolved within 4 hours or less within the United States. PTY 1 Tickets are categorized as a “hard outage” where there is complete loss of VoIP Service or severe service degradation that results in Customer’s inability to receive any inbound calls and/or complete any outbound calls from a given location using MPVEX or MPVISTA VoIP. “Time to Repair” is defined as time taken to restore VoIP Service during a Hard Outage based on helpdesk ticket time. The TTR SLA is not applicable to “Last Mile” Internet providers, however, Metropark Support will be working with other vendors to achieve fastest repair.
Exclusions and Limitations to SLA Applicability
The following exclusions apply to all VoIP Service SLAs:
For SLA purposes, “Force Majeure Events” are any events beyond Metropark’s reasonable control, including an Act of God, war, riot, fire, pandemic, explosion, accident, flood, sabotage, inability to obtain fuel or power, inability to obtain goods or services, governmental laws, regulations or orders, or any other cause beyond the reasonable control of such party, or labor trouble, strike, lockout or injunction, whether or not such labor event is within the reasonable control of Metropark.
VoIP Network Availability and TTR SLA Exclusions
In addition to the General Exclusions, the VoIP Network Availability SLA and Time to Repair SLAs do not include time related to unavailability or outages resulting from:
Metropark reserves the right to amend any applicable SLA from time to time effective upon posting of the revised SLA where the SLA is set out or other notice to Customer of the change, provided that in the event of any amendment resulting in a material reduction of the SLA’s service levels or credits.
To receive a credit, Customer must submit its written request as set out in the table below within 30 days after end of the month in which the SLA was not met. If Metropark confirms Customer’s request (i.e., that the particular SLA was not met), then Customer shall receive a credit calculated as shown in the table below. No credits will be given with respect to VoIP Service not affected by the SLA.
|Applicable Network||Metropark MPVEX / MPVISTA VoIP Network|
|Available Methods for Requesting Credit||Customer must submit its written request (electronic only) to Metropark Support within the timescale defined defined above. A Metropark helpdesk ticket shall be generated by Metropark Support and as set forth below|
|MRC Credit Calculation||The Metropark VoIP SLA credit (the “Credit”) will be based upon the monthly recurring charge (MRC) equivalent to the customer’s monthly VoIP concurrent call fees. For all Credit calculations set forth below, the maximum amount of the credit available to Customer for any calendar month shall not exceed the total of the concurrent calling capacity MRC.|
|Jitter Credit Calculation||If Metropark does not meet the Jitter SLA, the Customer will receive a Credit in the amount of one day’s share of their Metropark MPVEX / MPVISTA VoIP Service MRC on all of their provisioned concurrent calls at the impacted site(s).|
|MOS Credit Calculation||If Metropark does not meet the MOS SLA, the Customer will receive a Credit in the amount of one day’s share of their Metropark MPVEX / MPVISTA VoIP Service MRC on all their provisioned concurrent calls at the impacted site(s).|
|Network Availability Credit Calculation||If Metropark does not meet the VoIP Network Availability SLA due to an issue with the Metropark Network and it is confirmed by Metropark as an issue solely related to MPVEX / MPVISTA VoIP, the customer will receive a Credit in the amount of one day’s share of their applicable Metropark VoIP Service MRC on all their provisioned concurrent calls at the impacted site(s).|
|TTR Credit Calculation||If Metropark does not meet the TTR SLA due to an issue with the Metropark VoIP network and it is confirmed by Metropark as being an issue solely related to MPVEX / MPVISTA VoIP, then Customer will receive a Credit in the amount of one day’s share of their applicable MPVEX / MPVISTA VoIP Service MRC on all their provisioned concurrent calls at the impacted site(s). The Customer may receive multiple SLA credits in a given month. The credit will be applied to each affected Metropark VoIP site.|
|Basis for SLA claim for Jitter and MOS||Metropark will use public backbone statistics to verify whether the MOS SLA and the Jitter SLA standard were met. If Metropark confirms Customer’s request for Credit, then Customer may submit a claim for such credit. A helpdesk ticket is required.|
|Basis for SLA claim for Network Availability and TTR||Customer must open a helpdesk ticket with Metropark Support while it is experiencing a VoIP Service problem. The calculation of unavailable time is based on helpdesk ticket times. The unavailable time starts when Customer opens a helpdesk ticket with Metropark and allows for the VoIP Service to be immediatedly tested. The unavailable time stops when the Applicable Network or access circuit trouble has been resolved and the VoIP Service is again available to Customer. If the Customer has multiple locations affected by an outage, the Customer may submit one ticket to address the multiple locations; however, the affected individual locations must be identified on the helpdesk ticket.|