|
PoP to PoP
For site which has been installed with a non-dedicated local loop (including but not limited to xDSL broadband circuit) or which has not been deployed with backup solution advised by DYXnet. Service Availability is defined as the ability of the Customer to deliver data, from the DYXnet PoP connecting to the individual Customer Site, to other DYXnet PoPs via the PE port.
End-to-End
For site which has been installed with a dedicated local loop (including but not limited to leased line, MetroEthernet with guarantee bandwidth) with backup solution deployed as advised by DYXnet. Service Availability is defined as the ability of the Customer to deliver data, from one customer site connecting to another individual site, via the DYXnet PE ports.
1.2.Definition
PoP-to-PoP Service Availability is defined as the ability of the Customer to deliver IP packets, from the DYX PoP connecting to the individual Customer Site, to other DYXnet PoPs via the DYXnet VPN edge router port(s).
End-to-End Service Availability is defined as the ability of the Customer to deliver IP packets, from each individual Customer Site, to other customer site via the DYXnet VPN edge router port(s).
1.3.Measurement
The connection is counted as unavailable if an individual access is unreachable for more than 2 packets sent. Availability is measured on a monthly basis by the total available time calculated in percentage over a calendar month. Individual access unreachable for more than or equal to 1 minute continuously will be recorded and counted to the accumulated down time.
Availability = [(Total time – Total downtime) / Total time] × 100%
Total time: Total time in a calendar month of PoPs
Total downtime: Total time with Service Unavailable during a calendar month of PoPs
1.4.Service Availability Credit
If DYXnet fails to fulfill its commitment under clause 1.1 in particular, the actual outage of the Service exceeds the parameters listed in the table above, the Customer is entitled to the following service credit.
For PoPs other than Vietnam
Service Availability in each calendar month measured as a Percentage
|
Service credit of monthly service fee |
|
99.99% or greater
|
0%
|
|
98.99% to 99.98%
|
2%
|
|
97.99% to 98.98%
|
5%
|
|
95.99% to 97.98%
|
8%
|
|
94.99% to 95.98%
|
10%
|
|
90.00% to 94.98 %
|
25%
|
|
Below 90.00 %
|
50%
|
For Vietnam PoP
| Service Availability in each calendar month measured as a Percentage |
Service credit of monthly service fee
|
|
99.5% or greater
|
0%
|
|
98.50% to 99.49%
|
2%
|
|
97.50% to 98.49%
|
5%
|
|
95.50% to 97.49%
|
8%
|
|
94.50% to 95.49%
|
10%
|
|
90.00% to 94.49%
|
25%
|
|
Below 90.00%
|
50%
|
2.Latency
2.1.Commitment
DYXnet commits maximum average roundtrip latency in a calendar month between any two PoPs on DYXnet Core Network no more than the latency figures in the table below, all measured in milliseconds (ms):
Gold Class
|
|
HK
|
NCN I
|
ECN I
|
ECN II
|
SCN I
|
SCN II
|
TW
|
SG
|
VN
|
NCNII
|
|
HK
|
10
|
65
|
45
|
55
|
15
|
35
|
45
|
55
|
65
|
95
|
|
NCN I
|
|
|
40
|
40
|
60
|
65
|
95
|
100
|
125
|
35
|
|
ECN I
|
|
|
10
|
30
|
50
|
55
|
75
|
80
|
100
|
65
|
|
ECN II
|
|
|
|
30
|
55
|
65
|
85
|
95
|
110
|
75
|
|
SCN I
|
|
|
|
|
20
|
30
|
55
|
60
|
80
|
90
|
|
SCN II
|
|
|
|
|
|
|
60
|
70
|
85
|
100
|
|
TW
|
|
|
|
|
|
|
15
|
80
|
90
|
120
|
|
SG
|
|
|
|
|
|
|
|
|
105
|
130
|
|
VN
|
|
|
|
|
|
|
|
|
30
|
145
|
Silver Class
|
|
HK
|
NCN I
|
ECN I
|
ECN II
|
SCN I
|
SCN II
|
TW
|
SG
|
VN
|
NCN II
|
|
HK
|
10
|
70
|
50
|
60
|
20
|
40
|
50
|
60
|
70
|
100
|
|
NCN I
|
|
|
45
|
45
|
65
|
70
|
100
|
105
|
130
|
40
|
|
ECN I
|
|
|
15
|
35
|
55
|
60
|
80
|
85
|
105
|
70
|
|
ECN II
|
|
|
|
35
|
60
|
70
|
90
|
100
|
115
|
80
|
|
SCN I
|
|
|
|
|
25
|
35
|
60
|
65
|
85
|
95
|
|
SCN II
|
|
|
|
|
|
|
65
|
75
|
90
|
105
|
|
TW
|
|
|
|
|
|
|
20
|
85
|
95
|
125
|
|
SG
|
|
|
|
|
|
|
|
|
110
|
135
|
|
VN
|
|
|
|
|
|
|
|
|
35
|
150
|
Bronze Class
|
|
HK
|
NCN I
|
ECN I
|
ECN II
|
SCN I
|
SCN II
|
TW
|
SG
|
VN
|
NCN II
|
|
HK
|
15
|
80
|
60
|
70
|
25
|
50
|
60
|
70
|
-
|
110
|
|
NCN I
|
|
|
55
|
55
|
75
|
80
|
110
|
110
|
-
|
50
|
|
ECN I
|
|
|
25
|
45
|
65
|
70
|
90
|
95
|
-
|
80
|
|
ECN II
|
|
|
|
45
|
70
|
80
|
100
|
110
|
-
|
90
|
|
SCN I
|
|
|
|
|
35
|
45
|
70
|
75
|
-
|
105
|
|
SCN II
|
|
|
|
|
|
|
75
|
85
|
-
|
115
|
|
TW
|
|
|
|
|
|
|
35
|
95
|
-
|
135
|
|
SG
|
|
|
|
|
|
|
|
|
-
|
145
|
|
VN
|
|
|
|
|
|
|
|
|
-
|
160
|
2.2.Definition
Round-trip latency is defined as the average time required for packet transfer in roundtrip between two designate PoPs of DYX Core Network during a calendar month in milliseconds (ms).
2.3.Measurement
Latency is measured by using DYX’s network management system and is the sole and conclusive measurement for the purpose of this guarantee. The latency between two PoPs is measured by the average time requires to send 60 packets with 32 bytes packet size in every 1 minutes.
2.4.Credit
If DYXnet fails to fulfill its commitment under clause 2.1 in particular, the actual monthly average roundtrip latency of the Service exceeds the parameters above, the Customer is entitled to the following service credit, excluding local loop fee.
|
Average Latency higher than committed figure
|
Service credit of monthly service fee
|
| <=10% |
2% |
| >10 and <= 20% |
5% |
| >20% and <= 25% |
10% |
| > 25% |
15% |
3.Packet Loss Rate
3.1.Commitment
DYXnet commits average packet loss rate in a calendar month not more than the figure listed in the table.
|
PoP
|
Loss Rate
|
|
Gold
|
Silver
|
|
Within HK
|
< 0.05%
|
<0.1%
|
|
Within Taiwan
|
< 0.05%
|
<0.1%
|
|
Within China
|
< 0.1%
|
<0.2%
|
|
HK-TW
|
< 0.1%
|
<0.2%
|
|
HK-China
|
< 0.1%
|
<0.2%
|
|
TW-China
|
< 0.1%
|
<0.2%
|
|
TW-VN
|
< 0.3%
|
<0.5%
|
|
HK-VN
|
< 0.2%
|
<0.4%
|
|
CN-VN
|
< 0.3%
|
< 0.5%
|
|
HK-SG
|
< 0.1%
|
<0.2%
|
|
CN-SG
|
<0.1%
|
<0.2%
|
|
TW-SG
|
<0.1%
|
<0.2%
|
3.2.Definition
Packet loss rate is defined as the percentage of packets not successfully delivered between the ingress and egress PE of any two PoPs on DYX Core Network. It is calculated by averaging figures in one calendar month.
3.3.Measurement
Packet loss rate = [(Total number of packets sent – Total number of packets received) / Total number of packets sent] × 100%
3.4.Credit
If DYXnet fails to fulfill its commitment under clause 3.1 in particular, the actual monthly packet loss rate on the DYXnet IP Network fails to meet the applicable parameters above, the Customer is entitled to the following service credit, excluding local loop fee.
|
Average packet loss rate exceed committed figures
|
Service credit of monthly service fee
|
| <=0.2% |
5% |
| >0.2% and <= 0.5% |
10% |
| >0.5% and <= 1% |
15% |
| >1% |
25% |
4.Jitter
4.1.Commitment
DYXnet commits jitter (average in a calendar month) in accordance with the parameters identified in the table below for the selected class of service. Jitter commitment applies only to Gold class traffic, all measured in milliseconds (ms):
| |
HK |
TW |
CN |
SG |
VN |
| HK |
< 2 |
< 2 |
< 2 |
< 2 |
< 3 |
| TW |
|
< 2 |
< 2 |
< 2 |
< 4 |
|
CN
|
|
|
< 2
|
< 2
|
< 4
|
4.2.Definition
Jitter is defined as a measure of the variation in delay of packet transfer by a one-way transmission from ingress PE to egress PE. This value shows the average jitter between selected PoPs during a calendar month.
4.3.Measurement
Jitter is the variance in one-way latency and is calculated based on sending and receiving time stamps of consecutive packets sent out.
Jitter from source to destination = (T4-T2) - (T3-T1)
T1 : send pkt1
T2 : recv pkt1
T3 : send pkt2
T4 : recv pkt2
4.4.Credit
If DYXnet fails to fulfill its commitment under clause 4.1 in particular, the actual monthly jitter on the DYXnet IP Network fails to meet the applicable parameters above, the Customer is entitled to the following service credit, excluding local loop fee.
|
Average Jitter in a calendar month exceed committed figures
|
Service credit of
monthly service fee
|
| <= 2ms |
5% |
| > 2ms and <= 4ms |
10% |
| > 4ms |
15% |
5.General terms and exclusions applying to SLAs
- SLA credits are calculated after deduction of all discounts and other special pricing arrangements, and are not applied to governmental fees, taxes, surcharges and similar additional charges.
- If an incident affects the performance of the Service and results in a period of Service Unavailability, entitling Customer to one or more credits under different SLA parameters, only the single highest credit applying in respect of that incident will be applied.
- In no event will SLA credits in any calendar month exceed 100% of the total recurrent charge payable by Customer for the applicable Service in that month.
- SLA credits are applied only upon Customer’s written request, which must be submitted within 15 business days of the end of the month in which entitlement to an SLA credit arose.
- All approved SLA credits claimed by Customer for a given month will be totaled and applied to Customer’s next following invoice for the Service, or as promptly thereafter as is practical in the event of a dispute.
- Individual signed SLA would override the standard SLA.
- SLAs apply to newly installed services and to Service reconfigurations requested by Customer commencing on the next calendar day following (i) the Service Commencement Date or (ii) completion of the Service reconfiguration, as applicable.
- SLA credits provided for in these terms and conditions are Customer’s exclusive remedy with respect to items covered in these terms and conditions.
-
No SLA credit shall apply to the failure of the Service to comply with an SLA, or to any period of Service Unavailability, caused, in whole or part, by any of the following:
- a failure of Customer’s premises equipment or equipment of a Customer’s vendor;
- power failure at the Customer’s premises;
- a failure in local access facilities connecting the Customer to DYXnet’s network which are not provided by DYXnet, unless otherwise specified;
- any act or omission of Customer or any third party (including but not limited to, Customer’s agents, contractors or vendors), including, but not limited to (i) failing to provide DYXnet adequate access to facilities for testing, (ii) failing to provide access to Customer premises as reasonably required by DYXnet (or its agents) to enable DYXnet to comply with its obligations regarding the Service, (iii) failing to take any remedial action in relation to a Service as recommended by DYXnet, or otherwise
- preventing DYXnet from doing so, or (iv) any act or omission which causes DYXnet to be unable to meet any of the SLAs;
- customer’s negligence or willful misconduct, which may include Customer’s failure to follow agreed-upon procedures;
- any scheduled maintenance periods when Customer has been informed of such maintenance, and emergency maintenance;
- disconnection or suspension of the Service by DYXnet pursuant to a right to do so under the Master Agreement or these terms and conditions; or
- acts of God, civil disorder, natural cataclysm or other occurrences beyond the reasonable control of DYXnet.
6.Problem Reporting
In reporting an outage, the Customer should phone or email to DYXnet and be prepared to provide the following information:
- Customer ID#
- Customer Company name and contact name
- Customer contact callback number
- Description of outage
- Time that outage was first perceived
- Any isolation procedures already performed and the results
After reporting, ticket number will be assigned right after customer makes the fault description.
|