Policy, Definitions and Limitations.
Move Clicks LLC, d.b.a Yellow Fiber Networks LLC (YFN) is committed to providing a reliable and available network in support of its Dedicated Internet Access (DIA) Services. If Customer experiences a failure of the DIA Services within the parameters outlined in this Service Level Agreement (SLA), YFN will provide Customer with a credit as described in this SLA.
The YFN IP Network means the Customer’s access port (the port on the YFN aggregation router upon which the Customer’s circuit terminates) and the YFN IP backbone network. The YFN IP Network includes YFN owned and controlled routers and circuits (including any transit connections). The YFN IP Network does not include the local access circuit (e.g. local loop), even if the local loop is provided by YFN. The “local loop” is the physical circuit(s) that connects the Customer’s actual premises to YFN’s IP Network.
This SLA applies only to the DIA Services on the YFN IP Network, and does not include Customer Premises Equipment (router or CPE), Customer’s Local Area Network (LAN), scheduled maintenance events, customer caused outages or disruptions, interconnection to or from and connectivity within other Internet Service Provider (ISP) networks and/or force majeure events (as defined in the relevant service contract).
The YFN IP Network is guaranteed to be available and capable of forwarding IP packets 100% of the time, as averaged over a calendar month. If this Service Availability guarantee is not met in a calendar month, Customer will receive a credit of 1/30th of the Monthly Recurring Charge (MRC) for that month for each full hour of outage in excess of the 100% guaranteed under this SLA. Limits on the credit and the reporting procedures are detailed below.
The YFN IP Network is guaranteed to have an average round trip packet transit time within the YFN IP Network over a calendar month of 85ms or less. The average latency is measured as the average of 15 minute samples across the YFN IP Network taken throughout the calendar month. If the Latency guarantee is not met in a calendar month, Customer will receive a credit of 1/30th of the MRC for that month for each full 1ms above the 85ms average maximum guaranteed under this SLA.
The YFN IP Network is guaranteed to have a maximum average packet loss of less than 1% over a calendar month. The packet loss is measured as the average of 15 minute samples across the YFN IP Network taken throughout the calendar month. If the Packet Loss guarantee is not met in a calendar month, Customer will receive a credit of 1/30th of the MRC for that month for each full 1% above the 1% average maximum guaranteed under this SLA
The average network jitter delay caused by the YFN IP Network is guaranteed not to exceed 1ms during any calendar month. If this Guarantee is not satisfied during a calendar month, Customer will be credited 1/30th of the MRC for each full millisecond (1ms) exceeding the 1ms average.
Mean Time to Repair (MTTR)
The YFN IP Network is targeted to meet a MTTR of four (4) hours. This target does not apply to the local loop or other components not part of the YFN IP Network.
Credit Limits and Reporting Procedures
Total credits under this SLA are limited to the MRC for the affected DIA Service for the month in which the service does not meet the applicable SLA. Claims for credits under this SLA must be submitted to YFN within sixty (60) days of the event’s occurrence. Claims must be submitted by email to [email protected]