SDWAN SLA Summary

Alvin Thian
2020-06-26T06:56:43Z

SPTel provides the promise of service quality through SLA commitment. Through this SLA commitment, users are offered availability assurance for SDWAN Services:

Service Type

(Singapore Only)

Service Level Targets

Service Credit Rebates

(% of Monthly Recurring Charge)

Site Availability

(For single CPE & Link)

99.95% per calendar month

Outage time Service Credit
>1min to ≤22mins 0%
>22mins to ≤4 hours 3%
>4 to ≤8 hours 5%
>8 to ≤12 hours 10%
>12 hours 20%

High Availability

(For dual CPEs & diverse Links)

100% per calendar month

Outage time Service Credit
>1min to ≤22mins 3%
>22mins to ≤4 hours 5%
>4 to ≤8 hours 10%
>8 to ≤12 hours 15%
>12 hours 20%

Hardware Replacement

Within 4 hours

Exceeded by Service Credit

>4 to ≤8 hrs 5%

>8 to ≤24 hrs 10%

>24 to ≤48 hrs 15%

>48 hours 20%

The “Link(s)” in the above table refers to SPTel Internet Services or IPVPN.

Site Availability is calculated as a percentage of time that SDWAN Service is in function within a given 30-day calendar month. Outage Minutes means the measurement in minutes from the time the Service is unavailable till resolution and is calculated after you open a Priority 1 trouble ticket with us. Site Availability excludes:

SPTel Internet Services has escalated to Blackhole

SPTel Internet Service is not available due DDoS attacks

All the non-SPTel connectivity services

Site Availability (%) = (1 - (Total Eligible Outage Minutes per Service per month) ) x 100

43,200 minutes

* Priority 1 means total loss of Service or degraded Service to the extent that it is unusable by you and you are prepared to release its Service for immediate testing.

High Availability is calculated as a percentage of time where the SDWAN Service is provided via two CPEs and diverse Links, and at least pair of the CPE and its connected link is in function within a given 30-day calendar month. Outage Minutes means the measurement in minutes from the time both pairs of CPEs and/or their connected links are unavailable till at least one of the CPE and its connected link reached resolution and is calculated after you open a Priority 1 trouble ticket with us. High Availability excludes:

SPTel Internet Services has escalated to Blackhole

SPTel Internet Service is not available due DDoS attacks

Links that are not physically diverse

All the non-SPTel connectivity services

High Availability (%) = (1 - (Total Eligible Outage Minutes per Service per month) ) x 100

43,200 minutes

Hardware Replacement is calculated as the time taken to replace the defective CPE, per Fault. This SLA is only valid after you open a Priority 1 trouble ticket with us and the Fault has been confirmed to be defective hardware by us.

A Service Credit Rebate will be applied against your account for the calendar month immediately following the month in which the Fault occurred and is capped at twenty percent (20%) of one (1) month’s MRCs for each affected SDWAN Service per month. Service Credit Rebates may not be transferred or applied to any other account.

Notwithstanding anything herein, the calculation of whether a Service Level is met or not, and shall not take into account Faults or other delays arising from or in connection with any of the following:

Scheduled maintenance;

Acts or omissions of you or of any Third Party, or any network, cable, equipment or system connected by you or any Third Party;

Force majeure (as set out in the General Terms) or an inability to gain access to the location for fault isolation and restoration due to your direct or indirect act, omission or negligence.