SLA

Network Availability Guarantee-The ICS Voice Net network is guaranteed to be available and capable of forwarding IP packets 99.99% of the time, averaged over a calendar month. ICS Broadband’s Internet IP network includes the customer access port (the port on the ICS Broadband Internet aggregation router or switch upon which the customer’s circuit terminates, this does not the customer’s equipment) and the ICS VoiceNet Internet IP backbone network to ICS Broadband inter-connects with other Internet Service Provider (ISP) networks. The ICS VoiceNet Internet IP backbone is defined as and includes ICS Broadband-owned and controlled routers, switches, and circuits, including any transit connections up to the customer hand-off port.
 
ICS Broadband’s Internet Network Availability guarantee does not include the customer’s equipment, router, Local Area Network (LAN) and events that may be LAN or customer equipment related, scheduled and unscheduled maintenance events, Customer Premise Equipment (router or CPE), customer caused outages or disruptions, interconnections to or from and within other Internet Service Provider (ISP) networks, ICS Broadband Fiber, Ethernet, DSL or Wireless services, and force majeure events. If the Network Availability Guarantee is not met in a calendar month, the customer is eligible to receive a pro-rated credit based on length of the outage, up to the monthly service charge (MRC) for the time period that the outage is in excess of the 99.99% guarantee under this SLA. The amount of credit will never exceed a maximum of one month’s recurring charge.
  
Latency The ICS VoiceNet Internet network (as defined in the previous section) is guaranteed to have an average round trip packet transit time within the ICS VoiceNet Internet backbone network over a calendar month of 50ms or less. The average network latency is measured as the average of 5-minute samples taken throughout the month. This guarantee does not apply to circuits that are running at capacity and normal TCP/IP flow control mechanisms come into play increasing latency.
The Internet Latency Guarantee does not include the customer’s Local Area Network (LAN), scheduled and unscheduled maintenance events, Customer Premise Equipment (router or CPE), customer-caused outages or disruptions, interconnections to or from and within other Internet Service Provider (ISP) networks, DSL or Wireless services, and force majeure events. If the Latency Guarantee is not met, the customer is eligible to receive a pro-rated credit based on the length of time that the latency exceeds the 35ms guarantee, up to the monthly service charge (MRC) for the time period that the Latency is in excess of the 50ms guarantee under this SLA, up to a maximum of one month’s recurring charge.
  
Packet Loss Guarantee-The ICS VoiceNet Internet network (as defined above) is guaranteed to have a maximum average packet loss of less than 1 percent averaged over 60-minute intervals. Should packet loss exceed 1 percent when averaged over a 60-minute interval, the customer is entitled to a credit for the period that packet loss is in excess of the less than 1% guarantee under this SLA. This guarantee does not cover situations where the circuit is running at capacity and traffic is discarded because of customer is running the circuit at full capacity where normal TCP/IP flow control mechanisms come into play. The amount of credit will never exceed a maximum of one month’s recurring charge.
 
Credit Requests-ICS VoiceNet will provide the credits outlined above should these guarantees not be met, subject to verification by ICS VoiceNet. Requests for credits must be in writing and received by ICS VoiceNet no later than 30 days from the disruption in service as outlined in the guarantees above.
Customers requesting credits must have opened a trouble ticket with the ICS VoiceNet Support Center by calling 614-285-4901 at the time of the incident. Please allow one week for credit requests to be researched and processed by ICS VoiceNet before posting to a customer’s account. Total credits under this SLA are limited to a maximum of the monthly service charge for a single month in which the service does not meet the commitment. Concurrent events such as packet loss and latency do not mean concurrent credits since the events are related. ICS Network statistics collected at the customer-facing edge port will be the only data considered valid for the determination of network issues and outages. Statistics taken from non-ICS controlled equipment, ie customer routers and switches will not be considered or accepted as accurate.
 
Network Unavailability, Packet Loss, or High Latency greater than thirty (30) minutes, but less than eight (8) hours, in a calendar month; equals a one (1)-day Service Credit.
 Network Unavailability, Packet Loss, or High Latency equal to or greater than eight (8) hours, but less than twelve (12) hours, in a calendar month, equals a one (1)-week Service Credit
Network Unavailability, Packet Loss, or High Latency equal to or greater than twelve (12) hours in a calendar month equals a one (1)-month Service Credit.
This credit applies only to the site, location, or service directly experiencing connectivity issues. Loss of a service or connectivity at one location does not constitute a credit for all locations even though they may all be billed under a single billing address.
 
Requests for credits may be mailed to ICS VoiceNet, 2025 South High Street, Columbus, OH 43207, faxed to 614-285-4977, or emailed to helpdesk@team-icsc.com. Requests for SLA credits should include a date and description of the outage along with the ICS VoiceNet support ticket number associated with the outage.