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Froniier- <br /> ETHERNET LOCAL AREA NETWORK(E-LAN)SCHEDULE <br /> COMMUNICATIONS <br /> EXHIBIT 1 <br /> ETHERNET LOCAL AREA NETWORK SERVICE LEVEL AGREEMENT <br /> This Ethernet Local Area Network Service Level Agreement("SLA")applies to an Ethernet local Area Network(E-LAN)Schedule executed by and between <br /> insert Customer Name ("Customer") and Frontier Communications of America, Inc. ("Frontier").The terms of this SLA apply exclusively to the Ethernet <br /> network elements directly within Frontier's management responsibility and control("On-Net Service"). <br /> 1. Operational Objectives <br /> A. Availability: Circuit Availability is the ability to exchange data packets Tabie.1A:Ethernet Local Area Network SLAB <br /> with the nearest Frontier Internet Point of Presence(POP) or On-Net <br /> Customer egress port (Z location) via the ingress port Circuit Availability(CA) MRC Service Credit <br /> (A location). "Service Outage" occurs when packet transport is Below 99,95%Service Credit 30%. <br /> unavailable or when the output signal is outside the limits of this service MRC <br /> guarantee. Availability is measured by the number of minutes during a Availability 99 95% <br /> Below.95.00%Service Credit 50% <br /> calendar month that the On-Net Service is operational,divided by the MRC <br /> total minutes in that calendar month.Calculation is based on the stop- <br /> clock method beginning at the date and time of the Customer-initiated trouble ticket and ends when Frontier restores SLA-com pliant circuit <br /> operation. Frontier's On-Net Service Availability commitment and applicable Service credit are outlined in Table 1A,subject to Sections 2 and 3 <br /> below. <br /> B. Mean Time to Repair (MTTR): MTTR is a monthly calculation of the average Table 18=Ethernet Local Area,Network <br /> duration of time between TroubleTicket initiation(In accordance with Section 2B) .:`:Mean Time To Repair " MRC Service Credit <br /> and Frontier's reinstatement of the On-Net Service to meet the Availability 25%MRC above 4 hrs <br /> MTTR ON-NET.` 4 Hours <br /> performance objective. The MTTR objectives,and credits applicable to a failure 50%MRC above 6 hrs. <br /> to meet such objectives, are outlined In Table 1B,subject to Sections 2 and 3 <br /> below. <br /> 2. Service Outage Reporting Procedure. <br /> A. Frontier will maintain a point-of-contact for Customer to report a Service Outage,twenty-four(24)hours a day,seven(7)days a week. <br /> B. When E-LAN Service is suffering from a Service Outage,Customer must contact Frontier's commercial customer support center(also known as the <br /> "NOC")at 1-(888) 637-9620 to identify the Service Outage and initiate an Investigation of the cause("Trouble Ticket").Responsibility for Trouble <br /> Ticket initiation rests solely with Customer.Once the Trouble Ticket has been opened,the appropriate Frontier departments will initiate diagnostic <br /> testing and isolation activities to determine the source. In the event of a Service Outage, Frontier and Customer will cooperate to restore the <br /> Service.If the cause of a Service Outage is a failure of Frontier's equipment or facilities,Frontier will be responsible for the repair.if the degradation <br /> is caused by a factor outside the control of Frontier,Frontier wilt cooperate with Customer to conduct testing and repair activities at Customer's <br /> cost and at Frontier's standard technician rates. <br /> C. A Service Outage begins when a Trouble Ticket is initiated and ends when the affected E-LAN Service is Available;provided that if the Customer <br /> reports a problem with a Service but declines to allow Frontier access for testing and repair,the Service will be considered to be impaired,but will <br /> not be deemed a Service Outage subject to these terms. <br /> D. If Frontier dispatches a field technician to perform diagnostic troubleshooting and the failure was caused by the acts or omissions of Customer or <br /> its employees,affiliates,contractors,agents,representatives or invitees;then Customer will pay Frontier for all related time and material costs at <br /> Frontier's standard rates. <br /> 3. Credit Request and Eligibility. <br /> A. In the event of a Service Outage,Customer may be entitled to a credit against the applicable E-LAN Service MRC if(i)Customer initiated a Trouble Ticket; <br /> (ii)the Service Outage was caused bya failure of Frontier's equipment,facilities or personnel;(Ili)the Service Outage warrants a credit based on the terms <br /> of Section 1;and(Iv)Customer requests the credit within thirty(30)days of last day of the calendar month in which the Service Outage occurred. <br /> B. Credits do not apply to Service Outages caused,in whole or in part,by one or more of the following:(i)the acts or omissions of Customer or Its employees, <br /> affiliates,contractors,agents,representatives or invitees;(ii)failure of power;(ill)the failure or malfunction of non-Frontier equipment or systems;(iv) <br /> circumstances or causes beyond the control of Frontier or its representatives;(v)a Planned Service Interruption; (vi)Emergency Maintenance or(vii) <br /> interruptions resulting form Force Majeure events as defined in Customer's FSA.In addition,Customer will not he issued credits for a Service Outage <br /> during any period In which Frontier is not provided with access to the Service location or any Frontier network element,or while Customer is testing <br /> and/or verifying that the problem has been resolved. "Planned Service Interruption"means any Service Outage caused by scheduled maintenance, <br /> planned enhancements or upgrades to the Frontier network;provided that Frontier will endeavor to provide at least five(5)business days'notice prior <br /> Nov.2018 Page 4 of 6 CERTIFIED <br />