Service Level Agreements
Shared Access (Residential and most common Business connections)
This SLA Methodology summary sets forth the Service Level Agreement (SLA) applicable to the Shared Internet Access (SIA) family of services provided by liNKCity. liNKCity's SIA Services shall be subject to the SLA set forth in the applicable Terms and Conditions detailed herein. liNKCity's Dediated Internet Access services are not eligible for this SLA. This SLA is effective as of the first day of the first whole calendar month after initial SIA Service installation.
A. Network Availability:
The goal of liNKCity's Backbone Network is an "Availability of" 99.99% of the time in delivering traffic to/from other Tier I ISP locations on the liNKCity Backbone measured over a calendar month. Network Availability shall be calculated based on an aggregate monthly measurement average between liNKCity's Core Network and the Tier I endpoints within the city.
Any calculation of Network Availability shall not include any unavailability resulting from (a) scheduled Network maintenance; (b) the occurrence of a Force Majeure event, (c) unavailability of one of the two Tier I endpoint, or (c) the failure of non-service impacting equipment or systems responsible for network measurements..
B. Network Latency:
liNKCity's aggregate monthly average, roundtrip Core-to-Core latency on the Backbone Network shall attempt to be
40.0 millisecondsor less between Core locations on the liNKCity Backbone. Aggregate monthly roundtrip latency shall be calculated based on the geometric mean of regular measurement samples between Core Network endpoints within the North Kansas City.
Any calculation of Network Latency shall not include any failure attributable to (a) scheduled Network maintenance; (b) the occurrence of a Force Majeure event, or (c) the failure of non-service impacting equipment or systems responsible for network measurements.
C. Network Packet Loss:
liNKCity's aggregate monthly average packet loss between Backbone and Tier I endpoints shall attempt to not exceed 0.3%. Packet Loss shall be calculated based on the arithmetic mean of aggregate monthly measurements between Backbone and Tier I endpoints within North Kansas City.
Any calculation of Network Packet Loss shall not include any failure attributable to (a) scheduled Network maintenance; (b) the occurrence of a Force Majeure event, or (c) the failure of non-service impacting equipment or systems responsible for network measurements.
Figure 1: Shared Internet Access Service SLA Boundaries
D. Internet Service Availability:
liNKCity's Shared Internet Access Service will attempt to be available to Customers 99.9% of the time in a calendar month. "Service Unavailability" exists when a particular Customer's Internet connection is unable to transmit and receive IP Packets to/from On-Net Hosts and liNKCity records such failure in the liNKCity trouble ticketing system ("Impaired SIA Service"). An On-Net host is defined as any Layer 2-enabled equipment owned and operated by liNKCity that responds to ICMP commands such as PING or TraceRoute. Service Unavailability is measured from the time liNKCity has actual knowledge of a service outage and a trouble ticket is opened, either in response to notification by the Customer or in response to alarms from internal network management systems, to the time Customer's Impaired SIA Service is again able to transmit and receive IP Packets from liNKCity On-Net Hosts.
If liNKCity fails to meet the above Internet Service availability the following options are available to customers: helpdesk@linkcity.orgis available anytime. Normal Business Hours for liNKCity are Monday to Friday from 8:00am to 5:00pm with the exception of Holidays. liNKCity support can also be contacted by phone at 816-412-7990 at any time. After hour support begins after 5:00pm till 7:59am Monday to Thursday. Weekend after hour support begins 5:00pm till 7:59am Monday. We will attempt to resolve your issues by phone after hours and escalate the issue to be repaired next business day if this issue can not be resolve by phone. Escalation will be the following:
1. Support trouble ticket is issued and resolution trouble shooting begins.
2. Escalation to Network Technician.
3. Escalation to Field Technician, during normal Business Hours. Next Business Day after 5:00pm.
4. Repairs are completed, tested and documented.
5. Trouble ticket closed.
6. Notify customer issue has been resolved.
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Escalation Tree |
Levels |
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Customer Support Opens Ticket |
1 |
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Support Tech begins trouble shooting. |
1 |
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Escalation to Network Technician |
2 |
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Escalation to Field Technician |
3 |
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E. Scheduled Network Maintenance:
Scheduled Network Maintenance refers to upgrades or modifications to network equipment software, network equipment hardware, or Network capacity. Scheduled Network Maintenance may temporarily degrade the quality of liNKCity's Internet Service, including the possibility of short-duration outages. Such effects related to Scheduled Network Maintenance shall not give rise to service credits under this SLA. Scheduled Network Maintenance shall be undertaken only on Sunday and Wednesday mornings between the hours of 2:00AM and 5:00AM Central Time in the United States. liNKCity reserves the right to change Scheduled Network Maintenance dates & times upon 30 days notification to Customer.
F. Emergency Network Maintenance:
Emergency Network Maintenance refers to efforts to correct network conditions that are likely to cause a material Service outage and that require immediate action. Emergency Network Maintenance may temporarily degrade the quality of liNKCity's Internet Service, including the possibility of short-duration outages. liNKCity may undertake Emergency Network Maintenance at any time deemed necessary and shall provide notice of Emergency Network Maintenance to Customer as soon as is commercially practicable under the circumstances.
G. Force Majeure:
Neither liNKCity nor Customer shall be responsible for damages or for delays or failures in performance resulting from acts or occurrences beyond their reasonable control, including without limitation: fire, lightning, explosion, power surge or failure, water, acts of God, war, revolution, civil commotion or acts of civil or military authorities or public enemies; any law, order, regulation, ordinance, or requirement of any government or legal body or any representative of any such government or legal body; or labor unrest, including strikes, slowdowns, picketing or boycotts; inability to secure raw materials, transportation facilities, fuel or energy shortages, or acts or omissions of other common carriers.
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Dedicated Access
This SLA Methodology summary sets forth the Service Level Agreement (SLA) applicable to the Dedicated Internet Access (DIA) family of services provided by liNKCity. liNKCity's DIA Services shall be subject to the SLA set forth in the applicable Terms and Conditions and detailed herein. liNKCity's Shared Internet Access services are not eligible for this SLA. This SLA is effective as of the first day of the first whole calendar month after initial DIA Service installation.
A. Network Availability:
liNKCity's Backbone Network shall be "Available" 99.99% of the time in delivering traffic to/from other Tier I ISP locations on the liNKCity Backbone measured over a calendar month. Network Availability shall be calculated based on an aggregate monthly measurement average between liNKCity's Core Network and the Tier I endpoints within the city. Customer shall be entitled to one (1) day's credit pro-rated from the Customer's Recurring Monthly Service Fees if liNKCity fails to meet the aggregate Network Availability guarantee during any calendar month.
Any calculation of Network Availability shall not include any unavailability resulting from (a) scheduled Network maintenance; (b) the occurrence of a Force Majeure event, (c) unavailability of one of the two Tier I endpoint, or (c) the failure of non-service impacting equipment or systems responsible for network measurements..
B. Network Latency:
liNKCity's aggregate monthly average, roundtrip Core-to-Core latency on the Backbone Network shall be 40.0 milliseconds or less between Core locations on the liNKCity Backbone. Aggregate monthly roundtrip latency shall be calculated based on the geometric mean of regular measurement samples between Core Network endpoints within North Kansas City. Customer shall be entitled to one (1) day's credit pro-rated from the Customer's Recurring Monthly Service Fees if liNKCity fails to meet the aggregate Network Latency Guarantee during any calendar month.
Any calculation of Network Latency shall not include any failure attributable to (a) scheduled Network maintenance; (b) the occurrence of a Force Majeure event, or (c) the failure of non-service impacting equipment or systems responsible for network measurements.
C. Network Packet Loss:
liNKCity's aggregate monthly average packet loss between Backbone and Tier I endpoints shall not exceed 0.3%. Packet Loss shall be calculated based on the arithmetic mean of aggregate monthly measurements between Backbone and Tier I endpoints within the North Kansas City. Customer shall be entitled to one (1) day's credit pro-rated from the Customer's Recurring Monthly Service Fees if liNKCity fails to meet the aggregate Network Packet Loss SLA during any calendar month.
Any calculation of Network Packet Loss shall not include any failure attributable to (a) scheduled Network maintenance; (b) the occurrence of a Force Majeure event, or (c) the failure of non-service impacting equipment or systems responsible for network measurements.
Figure 1: Dedicated Internet Access Service SLA Boundaries
D. Internet Service Availability:
liNKCity's Dedicated Internet Access Service will be available to Customer 99.99% of the time in a calendar month.
"Service Unavailability" exists when a particular Customer's Internet connection is unable to transmit and receive IP Packets to/from On-Net Hosts and liNKCity records such failure in the liNKCity trouble ticketing system ("Impaired DIA Service"). An On-Net host is defined as any Layer 2-enabled equipment owned and operated by liNKCity that responds to ICMP commands such as PING or TraceRoute. Service Unavailability is measured from the time liNKCity has actual knowledge of a service outage and a trouble ticket is opened, either in response to notification by the Customer or in response to alarms from internal network management systems, to the time Customer's Impaired DIA Service is again able to transmit and receive IP Packets from liNKCity On-Net Hosts.
If liNKCity fails to meet the above Internet Service availability, the aggregate for each cumulative hour of Service Unavailability, exceeding one hundred eighty (180) minutes of unavailability per month, Customer shall be entitled to one (1) day's credit pro-rated from Customer's Recurring Monthly Service Fees for the Impaired DIA Service, not to exceed a total of seven (7) day's prorated recurring monthly service charges. For example, the Customer would be eligible for credits as follows:
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Customer Credit (# Days Credit) |
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= 3 Hours |
0 |
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> 03 and = 24 Hours |
1 |
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> 2 Days and = 3 Days |
2 |
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> 4 Days and = 5 Days |
3 |
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" " |
" |
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> 7 days |
7 |
Credits will not be applied to customer account due to Service Unavailability resulting from (a) scheduled Network maintenance; (b) the occurrence of a Force Majeure event; (c) customer owned premise equipment issues*; (d) problems isolated to the Local Access Transport and Packet Switching facilities connecting the liNKCity Core to the customer's premise*; or (e) transmission errors across the portion of the Internet which is off-net to liNKCity.
liNKCity's support options are available to customers: helpdesk@linkcity.orgis available anytime. Normal Business Hours for liNKCity are Monday to Friday from 8:00am to 5:00pm with the exception of Holidays. liNKCity support can also be contact by phone at 816-412-7990 at any time. After hour support begins after 5:00pm till 7:59am Monday to Thursday. Weekend after hour support begins 5:00pm till 7:59am Monday. We will attempt to resolve your issues by phone after hours and escalate the issue to be repaired next business day if this issue cannot be resolved by phone. Escalation will be the following:
1. Support trouble ticket is issued and work towards resolution begins.
2. Escalation to Network Technician if level 1 can not repair.
3. Escalation to Field Technician if site visit is required, during normal Business Hours. Next Business Day after 5:00pm.
4. Repairs are completed, tested and documented.
5. Trouble ticket closed.
6. Notify customer issue has been resolved.
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Escalation Tree |
Levels |
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Customer Support Opens Ticket |
1 |
|
Support Tech begins trouble shooting. |
1 |
|
Escalation to Network Technician |
2 |
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Escalation to Field Technician |
3 |
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(*) - Note that these SLA exclusions are associated only with liNKCity's DIA product.
E. Scheduled Network Maintenance:
Scheduled Network Maintenance refers to upgrades or modifications to network equipment software, network equipment hardware, or Network capacity. Scheduled Network Maintenance may temporarily degrade the quality of liNKCity's Internet Service, including the possibility of short-duration outages. Such effects related to Scheduled Network Maintenance shall not give rise to service credits under this SLA. Scheduled Network Maintenance shall be undertaken only on Sunday and Wednesday mornings between the hours of 2:00AM and 5:00AM Central Time in the United States. liNKCity's shall attempt to provide Customer at least seven (7) calendar days prior notice of Scheduled Network Maintenance activity which has a high likelihood of impairing Customer's DIA service. If liNKCity's Scheduled Network Maintenance is canceled or delayed, liNKCity shall promptly notify Customer and shall comply with the provisions of this Section to reschedule any delayed maintenance activity. liNKCity reserves the right to change Scheduled Network Maintenance dates & times upon 30 days notification to Customer.
F. Emergency Network Maintenance:
Emergency Network Maintenance refers to efforts to correct network conditions that are likely to cause a material Service outage and that require immediate action. Emergency Network Maintenance may temporarily degrade the quality of liNKCity's Internet Service, including the possibility of short-duration outages. Such effects related to Emergency Network Maintenance shall entitle Customer to service credits as set forth in this SLA if and only if service degradation or loss-of-service occurs outside of Scheduled Network Maintenance time windows identified in Section F. liNKCity may undertake Emergency Network Maintenance at any time deemed necessary and shall provide notice of Emergency Network Maintenance to Customer as soon as is commercially practicable under the circumstances.
G. Force Majeure:
Neither liNKCity nor Customer shall be responsible for damages or for delays or failures in performance resulting from acts or occurrences beyond their reasonable control, including without limitation: fire, lightning, explosion, power surge or failure, water, acts of God, war, revolution, civil commotion or acts of civil or military authorities or public enemies; any law, order, regulation, ordinance, or requirement of any government or legal body or any representative of any such government or legal body; or labor unrest, including strikes, slowdowns, picketing or boycotts; inability to secure raw materials, transportation facilities, fuel or energy shortages, or acts or omissions of other common carriers.
G. Service Credit:
If an eligible Customer believes liNKCity has failed to meet its service availability as set forth in Customers Dedicated Internet Access SLA, eligible Customer must contact liNKCity in writing within 15 business days after the end of the measurement period. Upon liNKCity's verification that actual service degradation or loss-of-service was greater than 180 minutes; a service credit will be applied to eligible Customer's invoice during the next billing cycle as outlined in section D: INTERNET AVAILABILITY. Any decision made by liNKCity concerning this SLA or associated credits will be final, binding and conclusive, and is within liNKCity's sole discretion.