Amplex Service Level Agreement

Amplex Service Level Agreement – last modified 1/17/2020

Amplex is a leading provider of business internet and connectivity solutions in northwest ohio. Our company was founded on the principles of providing exceptional customer service and improving lives through technology.
Our staff works day and night to meet and exceed our customer's expectations. We understand the critical nature of our services to the businesses we serve and do everything in our power to exceed our own standards of service.

1 Service Description

1.1 Service Outline

This service level agreement applies to Amplex broadband connectivity services listed below. These services may be provided using various wireless, ethernet, and fiber optic technologies as detailed in the individual service description.

1.2 Services

This SLA applies to the following business service families of products:

  • Business Class Internet Service & Business Class Fiber Internet Service
  • VoIP Phone Service & Fax Services
  • DIA Dedicated Circuits
  • Co-Location Services

Small Business & Residential Services are NOT covered by this SLA.

1.3 Scope

1.3.1 The service levels and agreements set out in this document are applicable to failures of Amplex equipment and/or service only to the extent the failure was caused by and,

1.3.2 If Amplex should fail to meet target service levels compensation will not exceed the total monthly bill for the specific service covered under this SLA.

1.3.3 All service levels described are subject to exclusions detailed in section 6 (Exclusions) and do not apply during planned network maintenance events where notification has been provided 24 hours in advance, or during regular maintenance windows.

1.3.4. Service levels are subject to change and the latest version is available at www.amplex.net/business/sla

1.4 Fault Tiers

1.4.1 For the purposes of this service level agreement the following tiers of severity are defined.

(1) Catastrophic - An entire network or significant network affecting outate affecting a large majority of Amplex customers.

(2) Critical - An outage affecting a single Amplex customer where service is completely unavailable for use.

(3) Major - An outage affecting a single Amplex customer where service is intermittent but still usable.

(4) Minor - An outage affecting less than 20% of total capacity of less than 20% of total endpoints under a customer’s service.

2 Operational Hours

2.1 Regular Business Hours

Installation, Configuration and New Configuration is based on standard working hours of 8:00 AM to 8:00 PM Monday through Friday excluding holidays.

2.2 After Hours / Holidays

12:00 to 7:59 AM and 8:01 PM to 11:59 PM Monday through Friday, All day Saturday and Sunday, and holidays are defined as after hours / holiday timeframes and will follow escalation and SLA commitments as described below notwithstanding weather or other safety limitations preventing response.

3 Performance

3.1 Notifications / Communication

Amplex will make every effort to keep the customer and the customers designated points of contact aware of configuration, setup, installation and billing progress. Amplex will provide such updates by email, and/or phone, and/or text as requested by the customer or as deemed appropriate by Amplex based on the situation's specific best contact method.

3.2 Service Availability - Internet Services

3.2.1 Amplex will ensure 99% availability of service, subject to the terms and limitations of this agreement.

3.2.2 Service availability is based on the criteria:

(a) Circuit availability - connectivity between the customers premise equipment (CPE) and the Amplex point of presence (PoP) which, based on service type, may be a tower, fiber node, or ethernet switch.

(b) Internet availability - connectivity between Amplex point of presence (PoP) and the Amplex core network (CORE) to Amplex’s upstream internet providers.

(c) Packet loss will not exceed 1% as defined by pings from the customer premise equipment (CPE) to the Amplex core network switch.

(d) Jitter and latency values are based highly on the equipment used to deliver service. As such jitter and latency are not covered by this SLA and are provided as a best effort service.

3.2.3 Speed / Committed Information Rate

(a) Speed is defined by the download and upload rates expressed in megabits per second (Mbps).

(b) Speed and Committed Information Rate is the measurement of the total of data being passed from customer premise equipment (CPE) to the Amplex core network (core).

(c) Speeds are determined by using iperf3 UDP measurement testing from the customer premise equipment (CPE) to the Amplex core network (core) speed test server at 64.246.100.227 and adding these values to the other network traffic being sent to/from the customer premise equipment (CPE) to attain the total download and upload rates.

(d) Committed information rates will never drop below a minimum of 80% of the service connection speed for periods exceeding 8 hours (as measured by a 30 second speed test every 5 minutes for a period of 8 hours). For services which feature variable speeds or burst speeds, the minimum speed will be defined as 80% of the non-burst or lowest defined information rate.

3.3 Service Availability - VoIP / Phone Products

3.3.1 Amplex will ensure 99% availability of service, subject to the terms and limitations of this agreement.

3.3.2 Service availability is based on the criteria:

(a) Voice over IP phone services availability will be determined based on communication from Amplex approved phone endpoint devices to the Amplex phone servers by placing a call on the specific endpoint device to 419-837-5015. Calls with a mean opinion score (MOS) of 3.9 or higher will be determined to be valid and functional. Calls which do not complete or mean opinion score (MOS) of 3.8 or below will be deemed non-functional.

(b) For VoIP over IP fax services, due to the legacy status of most fax equipment, no SLA terms or credits apply to this service type.

(c) For SIP Trunks availability will be determined by a SIP connection being placed between the customer VoIP system to the Amplex phone server to 419-837-5015. Calls with a mean opinion score (MOS) of 3.9 or higher will be determined to be valid and functional. Calls which do not complete or mean opinion score (MOS) of 3.8 or below will be deemed non-functional.

(d) No SLA terms or credits shall apply when failure of the phone, fax, or voice services are caused by the customer provided non-amplex internet connection being determined as the root cause of failure or degraded performance.

3.4 Service Availability - DIA Dedicated Circuits

3.4.1 Amplex will ensure 99% availability of service, subject to the terms and limitations of this agreement.

3.4.2 Service availability is based on the criteria:

(a) Circuit availability - connectivity between the customers premise equipment (CPE) and the Amplex point of presence (PoP) which, based on service type, may be a tower, fiber node, or ethernet switch.

(b) Internet availability - connectivity between Amplex point of presence (PoP) and the Amplex core network (CORE) to Amplex’s upstream internet providers.

(c) Packet loss will not exceed 1% as defined by pings from the customer premise equipment (CPE) to the Amplex core network switch.

(d) Jitter and latency values are based highly on the equipment used to deliver service. As such jitter and latency are not covered by this SLA and are provided as a best effort service.

3.4.3 Speed / Committed Information Rate

(a) Speed is defined by the download and upload rates expressed in megabits per second (Mbps).

(b) Speed and Committed Information Rate is the measurement of the total of data being passed from customer premise equipment (CPE) to the Amplex core network (core).

(c) Speeds are determined by using iperf3 UDP measurement testing from the customer premise equipment (CPE) to the Amplex core network (core) speed test server at 64.246.100.227 and adding these values to the other network traffic being sent to/from the customer premise equipment (CPE) to attain the total download and upload rates.

(d) Committed information rates will never drop below a minimum of 90% of the service connection speed for periods exceeding 8 hours (as measured by a 30 second speed test every 5 minutes for a period of 8 hours). For services which feature variable speeds or burst speeds, the minimum speed will be defined as 80% of the non-burst or lowest defined information rate.

3.5 Service Availability - Co-Location

3.5.1 Amplex will ensure 99% availability of service, subject to the terms and limitations of this agreement.

3.5.2 Service availability is based on the criteria:

(a) Circuit availability - connectivity between the customers handoff switch ports and the Amplex core network fed via fiber and/or ethernet.

(b) Internet availability - connectivity between customer handoff switch port and the Amplex core network (CORE) to Amplex’s upstream internet providers.

(c) AC power provided based on service type for co-located equipment.

(d) Packet loss will not exceed 1% as defined by pings from the customer premise equipment (CPE) to the Amplex core network switch.

3.5.3 Speed / Committed Information Rate

(a) Speed is defined by the download and upload rates expressed in megabits per second (Mbps).

(b) Speed and Committed Information Rate is the measurement of the total of data being passed from the customer handoff switch ports to the Amplex core network (core).

(c) Speeds are determined by using iperf3 UDP measurement testing from the customer handoff switch ports to the Amplex core network (core) speed test server at 64.246.100.227 and adding these values to the other network traffic being sent to/from the customer handoff switch ports to attain the total download and upload rates.

(d) Committed information rates will never drop below a minimum of 90% of the service connection speed for periods exceeding 8 hours (as measured by a 30 second speed test every 5 minutes for a period of 8 hours). For services which feature variable speeds or burst speeds, the minimum speed will be defined as 80% of the non-burst or lowest defined information rate.

3.6 Fault Resolution

3.6.1 All correctly reported faults will be responded to by an Amplex technician within 4hours.

3.6.2 All faults resolution timelines will begin when the customer has completed a a call to Amplex by speaking to a technician at 419-837-5015. E-mail or SMS notifications of faults by the customer to Amplex will not activate timelines for this SLA. SLA timelines in the case of an e-mail or SMS notification will begin when an Amplex technician responds to the e-mail or SMS as these methods are not the prefered way to contact support.

3.6.3 Any service will be considered in fault once an Amplex technician has completed diagnostics and verified the fault has occurred.

3.6.4 Once verified, Amplex commits to resolving SLA faults, as defined above, within 4 hours unless otherwise prevented by safety or environmental hazards.

3.6.5 The total time of the outage will be calculated based on the outage period as defined by the time the correctly reported fault was reported to the time the fault was resolved minus any time where Amplex was waiting on a customers response, waiting for access to a customer premise, or delayed due to environmental, safety, or third parties outside of Amplex’s control.

4 Service Operation

4.1 Incident Reporting

4.1.1 Faults must be reported all hours by telephone to 419-837-5015.

4.2 Configuration / Change Management

4.2.1 Configuration management and/or change requests will be processed during regular business hours (as defined in 2.1).

4.2.2 After hours (as defined in 2.2) configuration management and/or change requests will be processed the next business day (as defined in 2.1). Escalations may be requested for emergency changes but no SLA guarantee is given for these change requests unless they qualify under qualified events tier 1 or 2 for 4 hour SLA response time guarantees.

4.2.3 Access to customer owned equipment for Co-Location services is during normal business hours. Emergency after hours access is available at a cost of $49.50 per hour billed in two hour increments rounded up to the next two hours.

4.3 Planned Maintenance

4.3.1 Planned Maintenance refers to planned engineering works / network modifications carried out within Amplex's control.

4.3.2 Amplex will endeavour to provide a minimum of 2 days’ notice of Planned Maintenance which may impact on the availability or the quality of the service.

4.3.3 Notification will be made to the primary contact for the client as advised on the service order or as subsequently updated by the client. Notification will be via email.

4.3.4 Amplex reserves the right to carry out emergency maintenance at any time where it is necessary to maintain the integrity or security of the network.

4.3.5 Amplex will endeavour to ensure that all planned maintenance is carried out within the preferred hours of 01:00-06:00.

5 Escalation

5.1 If a customer feels that Amplex has not lived up is or in violation off any part of this SLA, the following escalation path should be followed:

  • Business As Usual - Help Desk - 419-837-5015
  • 1st Escalation - Support Engineer - 419-341-7546
  • 2nd Escalation - Business & Enterprise Services Team Manager - 419-419-4500
  • 3rd Escalation - Operations Manager - 419-367-8760

6 Compensation

6.1 Terms

6.1.1 Subject to exclusions of section 7, should Amplex fail to meet the service levels outlined in this agreement, the customer will receive a minimum credit of (1) day of service per (1) day of below SLA guarantees rounded up to the nearest full day.

6.1.2 Total service credit in a month shall not exceed the total monthly service charge for the affected service.

6.1.3 Claims must be submitted for SLA service credit no later than 30 days after the reported and verified SLA incident.

6.1.4 Amplex will not compensate customer for any lost business, productivity or other losses outside of the specific loss of service availability for the affected services and then limited to the maximum amounts as specified in 6.1.2.

6.1.5 Defective or damaged customers of co-located equipment, when the damage is caused by the actions of an Amplex employee, shall be replaced at current replacement value of the equipment. No credit will be given for the contents of the data or for services to restore data.

6.2 Method of Compensation

6.2.1 All credits will be applied to the account balance. If the account balance is $0 or the credit results in a negative balance, the credit will be applied toward the next month’s bill.

6.2.2 Credits balances may be refunded via check to the customer should the credit be applied to a closed account within 30 days of the date of closing.

7 Exclusions

7.1 Matters Beyond Our Reasonable Control

7.1.1 This service level agreement and will not apply where:

(a) Through no fault of its own, Amplex is unable to gain necessary permission or consent required to access equipment or customer premises to resolve fault.

(b) Failures due to act of god or natural disaster.

(c) Failure is due to planned maintenance of emergency maintenance as detailed in section 4.3.

(d) Failure is due to vandalism or Amplex equipment or infrastructure assets.

(e) Failure due to gross negligence by the customer in maintenance of facility or by gross negligence of any representative or company employed by the customer in connection with services provided by Amplex.

7.2 Client Responsibilities / Actions

7.2.1 This service level agreement and corresponding compensation will not apply where:

(a) The fault or failure is not notified to Amplex in accordance with section 4.1 above.

(b) The failure is due to inaccurate information provided by the client.

(c) The failure is due to the customers network equipment, facilities, or power.

(d) The client failed to provide reasonably clear information to Amplex to resolve the failure.

(e) Through no fault of its own, Amplex is unable to safely restore customer equipment due to environmental safety hazards such as lightning,ice, wind, or other safety concerns.

(f) Through no fault of its own, Amplex has been unable to carry out necessary work at or been unable to gain access to the client site.

(g) The client breaches any part of the contract, including the terms of service, or fails to pay for valid invoices.

7.2.2 In any circumstance the customer and spectrum mutually agree to a different timescale or resolution window to any failure, the service level agreement shall not apply.

7.3 Non-applicable Fault Tiers

7.3.1 SLA faults as described in 1.4.1 classified as Minor are not eligible for SLA credits and SLA response timelines.

7.3.2 Catastrophic events, as described in 1.4.1, by their nature affecting a large portion of Amplex's customer base will impair the ability for Amplex to provide resolution to any one specific customer first. SLA timelines shall apply in these cases beginning when the catastrophic event has ended.


Amplex Internet
 

419-837-5015 or Toll Free 1-888-419-3635