Service Level Agreement

Transcription

1 Service Level Agreement SIP This SIP Service Level Agreement ( SLA ) is incrprated int the Qute executed by TekLinks and Custmer fr SIP Services and sets frth the specific terms and cnditins under which TekLinks shall supply the SIP Services described herein t Custmer. The general terms applicable t such Services are cntained in the Master Terms and Cnditins ( MTC ) and the Master Service Level Agreement ( MSLA ) incrprated int the Qute by reference. Capitalized terms used but nt defined herein shall have the meanings set frth in the MTC and MSLA. Terminlgy These are service specific definitins. Cmmn definitins are already defined in ur Master Service Level Agreement. Circuit refers t a path r physical link between tw pints ver which data is passed. Custmer Netwrk refers t the entire netwrk Custmer makes available t Remte Users as part f this Service. Custmer Netwrk may include many different physical lcatins and/r physical pieces f Equipment. Custmer Premise/Service Address refers t the physical address (as stated in the Purchase Agreement) where the TekLinks has been requested t prvide services. Custmer Premise Equipment refers t Equipment that TekLinks has deplyed at Custmer Premise t enable a service. Service Descriptin General TekLinks will prvide SIP service in cnjunctin with prted r new DID service as well as Tll Free Service. Each SIP Trunk equals ne call path. Lcal Calling areas fr SIP service will fllw the utpulsed DID number and match the LEC lcal calling area. Service will be delivered in the frm f a dedicated TekLinks Cnnectivity circuit(s) engineered by TekLinks, which will be dependent upn lcatin, bandwidth and/r Services requested. Service will typically be delivered t Custmer ver a Cnnectivity circuit utilizing a TekLinks Managed Ruter. The fllwing features are included in the SIP Service: Mnitring TekLinks perfrms mnitring f Service availability as a whle. If Service is unavailable, TekLinks supprt persnnel are ntified immediately and will begin effrts t restre service. Direct Inward Dial r DID An individual Direct Inward Dial phne number may be prvided by TekLinks. TekLinks may either prvide a new DID, r if the Custmer has existing lcal phne numbers, TekLinks will prt thse numbers nt the Vice platfrm. TekLinks cannt guarantee the ability t prt existing numbers. TekLinks des nt allw a Custmer t utpulse a nn-teklinks assigned DID. Directry Listing TekLinks will prcure a listing in lcal phne cmpany directries. Directry Listing may nt be available fr all DIDs. Custmer must purchase Directry Listing thrugh TekLinks n prted numbers; failure t d s will result in custmer directry listing being cancelled (via previus prvider) in printed white pages, 411 directries and nline directry listing services. Cpyright 2016 TekLinks, Inc. All rights reserved. Public. Versin 1.1, September 2016 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 1 f 7

2 Calling Service (Inbund/Outbund) TekLinks will prvide access t calling plans as cntracted by Custmer. Lcal Service includes lcal calling area calls. NOTE: TekLinks is nt authrized by the FCC t use this service as a tll bypass mechanism. Dmestic Outbund Lng Distance Rate stated n the Service Qute Agreement; billed in 6- secnd increments; n runding n a per-call basis. Dmestic 800 Service Dmestic 800 services will be billed mnthly at usage rates described in the Services Qute Agreement. Internatinal Lng Distance Internatinal Lng Distance is available based n current rate tables. Directry Assistance Directry assistance is available based n current rate tables. Operatr Assistance Operatr assisted calls are available based n current rate tables. 911 Service 911 Service is delivered t a Custmer lcatin via VOIP 911 Service. Custmer acknwledges that it is their respnsibility t infrm any party using r any party that might use the Service f the difference between traditinal 911 and this service. TekLinks will nt be respnsible if 911 Service is unavailable due t the TekLinks prvided equipment being tampered with r lsing pwer. Custmer bears full respnsibility fr testing 911 Service after Service installatin and peridically thrughut the duratin f Service and t ntify TekLinks if any issues are nted with 911 Service. Custmer agrees t cperatively test 911 Service and share the results f such testing at the request f TekLinks. If TekLinks requests testing f 911 Service and des nt receive cnfirmatin within ne (1) business week that such testing has been perfrmed, then TekLinks reserves the right t dispatch a technician t perfrm testing f 911 Services and Custmer agrees t be liable fr the cst f such testing. TekLinks reserves the right t disable Service if Custmer des nt cperate with 911 testing. Service s disabled shall nt qualify fr SLA credit nr relieve Custmer f cntractual bligatins f Service. TekLinks will register all phne numbers at the street address prvided based n the Service address fr each phne number. Custmer agrees nt t hld TekLinks liable fr the result f incrrect 911 gegraphic lcatin infrmatin, including but nt limited t lack f emergency respnse, incrrect lcatin infrmatin causing first respnders t be delayed, r any ther issue with 911 emergency respnse. Certain features may nt be cmpatible with 911 Service. TekLinks reserves the right t refuse prvisining r mdificatin f features r service if such prvisining r mdificatin adversely affects 911 Service. TekLinks will prvide either basic 911 r E911 Service fr each DID based n the serving rate center specificatin fr that DID as specified by the Nrth American Numbering Plan Assciatin (NANPA). With E911 Service, when yu dial 911, the telephne number and registered address is simultaneusly sent t the lcal emergency center assigned t that lcatin, and emergency peratrs have access t the infrmatin they need t send help and call back if necessary. Custmers in lcatins where the emergency center is nt equipped t receive the telephne number and address have basic 911. With basic 911, the lcal emergency peratr answering the call will nt have the call back number r lcatin. TekLinks will nt prvide this service t areas where basic 911 r E911 Services are nt available. Additinally, TekLinks will nt be held respnsible fr any inability fr E911 Service peratrs t prperly lcate Custmer due t changes t the calling line ID phne number in the TekLinks Vice Management Prtal. TekLinks will deliver a 911 call t the emergency center based n the address f recrd fr the calling DID as recrded in the TekLinks vice management prtal. The call will be delivered as basic 911 r Cpyright 2016 TekLinks, Inc. All rights reserved. Public. Versin 1.1, September 2016 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 2 f 7

3 E911 based n whether the emergency center is able t receive the enhanced infrmatin frm a Vice ver IP system. As additinal lcal emergency centers becme capable f receiving enhanced infrmatin, TekLinks will autmatically upgrade Custmer with basic 911 t E911 Service. TekLinks will nt prvide ntice f the upgrade. TekLinks 911 and E911 Services are nt cmpatible with a Custmer mving their phne t a lcatin ther than the service address f recrd where the phne was riginally installed r changing their phne number. Fr lcatins with E911 Service, the failure f Ge-cding r address validatin, will nt allw TekLinks t prcess the errr recrds in real time and TekLinks will use cmmercially reasnable effrts t reslve the recrds in errr. There may be instances that will prevent a data integrity unit analyst frm crrecting errrs, causing delays in prvisining the Custmer s data int the 911 systems. The service is predicated n using primary wire line Public Safety Answering Pint (PSAP) bundaries fr ruting Emergency Calls t the apprpriate PSAP. The primary wire-line bundary infrmatin is cllected and is entered int a database fr real time queries fr PSAP bundary lkup. Custmer acknwledges that primary wire-line PSAP bundary data may nt be available fr the entire United States and that TekLinks is dependent n the PSAPs t prvide such infrmatin resulting in the use f wireless PSAP bundary data t rute an Emergency Call. Fr lcatins with basic 911, the service uses wireless PSAP bundaries when a primary wire-line PSAP bundary is nt available. Therefre, the 24x7x365 PSAP telephne number fr a Subscriber Emergency Call may crrespnd t a PSAP ther than the PSAP that wuld nrmally receive wire line Emergency Calls placed frm the Custmer lcatin. Custmer s physical service address and call back number will nt be presented t the PSAP. In the event caller cannt speak, Custmer acknwledges that n infrmatin will be prvided t the PSAP t cntact the Custmer t btain infrmatin that culd allw them t dispatch emergency services t caller s lcatin. Each PSAP s internal prcesses will dictate hw the call shuld be handled. Custmer acknwledges that it is pssible that the emergency call may nt be able t be delivered t the PSAP due t netwrk and systems issues utside f TekLinks cntrl. Additinal fees may apply shuld Custmer want lines ther than the main line t be ruted t the ECRC. In the event caller cannt speak r identify their address, Custmer acknwledges that TekLinks has n further ability t assist the caller and Custmer agrees t indemnify and hld harmless TekLinks frm all third party claims arising frm such circumstances. Calling Line ID Delivery Calling Line ID Delivery, als knwn as Caller ID is a telephne service that transmits a caller s telephne number t the called party s telephne equipment during the ringing signal befre the call is answered. Where available, the caller ID can als prvide a name assciated with the calling telephne number. Levels and Offerings SIP is ffered at a single level f service, hwever, Custmers can pt fr the different Service Optins listed belw. Cpyright 2016 TekLinks, Inc. All rights reserved. Public. Versin 1.1, September 2016 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 3 f 7

4 Availability Dependencies The availability f Service is dependent n the existence f a suitable netwrk transprt frm TekLinks t User(s). TekLinks als reserves the right t limit Service availability in the event that necessary Service Cmpnents are either unavailable r unattainable at a reasnable cst t TekLinks. The availability f the Service is als dependent upn the fllwing: It is the Custmer s respnsibility t ensure that all devices at Custmer Premise are able t cnnect t Equipment and are cnfigured prperly. This includes but is nt limited t Ethernet switches, Ethernet cabling, wrkstatins, servers and perating systems. The availability f this service is dependent n available space, pwer, hardware and available netwrk cnnectivity within a given data center. TekLinks Cnnectivity is required fr the SIP Service. Directr-level apprval is required fr SIP terminatin t nn-teklinks supprted existing phne systems. Limitatins Custmer agrees that TekLinks is nt respnsible fr any unauthrized access r mdificatin f Custmer's data while in electrnic transmissin t r frm the TekLinks Data Centers. Custmer als agrees that TekLinks is nt respnsible r liable fr any cntent sent using, r received frm, the SIP Service including that which may be illegal, bscene, defamatry, threatening, r that may infringe any trademark, cpyright, r ther third party intellectual prperty right. SIP Trunking lcal calling supprts up t 2100 minutes f lcal usage per trunk, per calendar mnth. In the event that Custmer traffic exceeds this limit in a given calendar mnth, Custmer will incur a ne (1) cent per minute charge fr any verages. Fax Service is cmpatible with mst G3 V.17 (14400 baud) and V.29 (9600 baud) fax machines. Service may nt wrk reliably with SuperG3 V.34 fax mdems. TekLinks will make reasnable effrts t ensure service wrks reliably with Custmer s existing fax machine. Custmer agrees t set their fax machine t a slwer speed, if TekLinks feels necessary. TekLinks is nt respnsible fr any integratr csts necessary t make this change. If reliable faxing ver service is deemed unfeasible by either TekLinks r by Custmer, then the Custmer will bear full cst f rdering and maintaining a POTS line dedicated t faxing via the lcal RBOC. TekLinks will nt be financially liable fr inability t prvide reliable faxing ver this prduct. If TekLinks is unable t prvide reliable fax service ver this prduct, TekLinks agrees t release Custmer frm cntract liability f the ne seat being used t prvide services t this fax machine. Custmer will cntinue t be liable fr remainder f cntracted services in such a situatin. Tll Fraud TekLinks des nt mnitr fr tll fraud. All calls terminated acrss the Vice netwrk will be billed at standard rates. TekLinks will nt be respnsible fr additinal/excessive charges r verages incurred by the custmer due t tll fraud, emplyee abuse, r imprper business practices related t use f telephne services we prvide, including but nt limited t: Any custmer wned equipment nt managed by TekLinks that the custmer has directed us t be included in their call setup/teardwn paths. Any custmer wned platfrm r perating system vulnerabilities r imprper cnfiguratin that culd allw tll fraud r imprper use. Any miscnfigured r accidental call frwarding cnditins placed n custmer wned equipment resulting in verages r excessive charges. Invalid r Unassigned Calling Numbers In the scpe f calls sent t TekLinks SBCs by custmer equipment, a valid assigned custmer calling number is a number that has been prted and/r activated t TekLinks SIP trunking service, assigned t the custmer by TekLinks, and defined fr the custmer in the TekLinks SBCs. When custmer equipment rutes an utbund call t TekLinks SBCs, the calling Cpyright 2016 TekLinks, Inc. All rights reserved. Public. Versin 1.1, September 2016 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 4 f 7

5 number identifier headers in the SIP message shuld cntain an assigned number in the glbalized E.164 frmat. If TekLinks receives a call frm the custmer with an invalid r unassigned calling number in the SIP URI fields (Frm, Cntact, Diversin, P-Asserted-ID, Recrd-Rute, Rute, Refer-T, Referred-By), TekLinks will verwrite that number with a pre-determined BTN (Billing Telephne Number) fr that custmer. It is imprtant t nte that frwarded calls will als fllw this rule. In the case f frwarded calls, we recmmend that yu set the CallManager SIP trunk Calling Party Selectin parameter t Last Redirect Number (External). Discnnecting Existing Custmer Service It is the Custmers respnsibility t discnnect any service with the lsing/existing service prvider. TekLinks is in n way respnsible fr discnnecting any existing Custmer service. TekLinks des nt currently prvide multiple directry listings per accunt. Service Optins The fllwing ptins may be added t the SIP Services. Descriptin f Service ptins in n way entitles Custmer t the feature, unless specified by TekLinks and Custmer in the signed Qute r signed evaluatin f a Service Change request. A Separate Service Agreement r Statement f Wrk may apply t such ptins and may have additinal csts assciated with them. Optins belw may nt be cmpatible with all variants f SIP Service. Cnfiguratin, Staging and Shipment TekLinks ffers Cnfiguratin, staging and shipping f Custmer Equipment used t terminate Service. Cnfiguratin includes cnfiguratin f Equipment t supprt TekLinks Service. Custmers must pen a ticket thrugh TekLinks Custmer Care t btain cnfiguratin, staging and/r shipping f Custmer equipment. TekLinks reserves the right t bill Custmer at current hurly rates fr cnfiguratin requests that are nt required t prvide Service utlined herein. Shipping f equipment includes standard grund shipping. TekLinks reserves the right t bill Custmer if any alternative shipping methd is requested by Custmer. Equipment Management TekLinks ffers management f Custmer Equipment used t terminate Service. A Managed Vice Gateway is a physical device that is cnfigured and managed by TekLinks Managed and Clud services, prvides a demarcatin pint fr vice calls between the custmer s SIP capable telephne system and the TekLinks Glbal SIP Sessin Brder Cntrllers, and handles any nn-standard, nn-glbalized E164 number addressing schemes and translatins. The gateway prvides a private interface rute-able t/frm the custmer private netwrk, and a public interface rute-able t the TekLinks Glbal Sessin Brder Cntrllers. Lcal Dialing with Intra-/Inter-State Lng Distance Rate Lng Distance Bundles may be purchased in additinal minute blcks. Additinal minutes will be charged based n rates stated in the Statement f Fees. Calls are billed in 6-secnd increments, n runding n a per call basis. This service will terminate telephne calls received frm the Custmer telephne numbers in t the Public Switched Telephne Netwrk (PSTN). Each call terminated will be measured in six (6) secnd increments fr duratin and charged n a usage basis at a rate specified in the cntract. Calls are assigned a type frm the fllwing: Lcal Extended Area Service Cpyright 2016 TekLinks, Inc. All rights reserved. Public. Versin 1.1, September 2016 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 5 f 7

6 Intrastate-US/US Inter-Canada Internatinal Each call type may be specified a different rate as specified in the cntract. Internatinal LD call charged based n a per destinatin cuntry (land-line and mbile) rate. Service Delivery Requirements General It is Custmer s respnsibility t ensure that all Users are able t cnnect t the Service and are cnfigured prperly. This includes, but is nt limited t, Ethernet switches, Ethernet cabling, wrkstatins, servers, perating systems, and sftware. TekLinks ability t prvide services is dependent upn Custmer-prvided infrmatin. Service delivery may be delayed if all infrmatin is nt prvided based n timelines set by the Prject Manager. Installatin Upn receipt f the signed Qute, TekLinks will set up the SIP Service as fllws: A Prject Manager will be assigned t every SIP installatin. The Prject Manager will cntact the client nce the rder is received. If numbers are prting, a full list f telephne/did numbers will be required by the Custmer alng with service addresses. A crrespnding phne bill that assciates t all prvided prting numbers is als required. A Letter f Agency (LOA) will be prvided t the Custmer, which will allw TekLinks t prt/mve existing service. A separate LOA will be prvided fr Tll Free Service versus DID service. The Prvisining Department will submit the signed LOA alng with a prt request t ur Carrier requesting a Firm Order Cmmitment (FOC) frm the lsing service prvider. Nte abut Prting Times: TekLinks will request prting dates and times frm the lsing service prvider between 8:00 AM t 4:30 PM Mnday thrugh Friday Central Standard Time. We highly recmmend nt prting n a Friday because staffing levels fr the carrier will be much less available after hurs and n weekends. If new DIDs r Tll free numbers have been rdered, the Prvisining Department will request the numbers frm ur carrier. Once the assigned Numbers are received, the Prvisining Department will send a list f new numbers t the Client. The Prject Manager will cntact the client t schedule the prt time nce the prvisining Department has btained an FOC date frm ur Carrier. Prt rders are scheduled between 8:00 AM 3:00 PM CST Mnday Friday n the FOC date. The Prject Manager will crdinate with all parties invlved by sending ut a cnfirmatin t the Custmer, Vice Engineers, Prvisining Department and Field Engineer (if ne is assigned t Custmer). A cnference call will be scheduled fr all invlved parties during the prt when deemed necessary. On the scheduled prt date the Vice Engineer, Prvisining Department, and Field Engineer will cnfigure the SIP Trunks, add new DIDs and Tll Free numbers if applicable, and activate the prt with ur carrier and test numbers. Cpyright 2016 TekLinks, Inc. All rights reserved. Public. Versin 1.1, September 2016 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 6 f 7

7 Once all assciated telephne numbers have been added/prted and tested, the Vice Engineer will submit the implementatin as cmpleted. Fr new Custmers, nce the prt is cmplete, the Prject Manager will send a welcme t the Custmer detailing the cmpletin f services prvided by TekLinks alng with instructins n hw t cntact Client Care. TekLinks reserves the right t bill custmer at current market rates fr any cabling required t supprt service. TekLinks reserves the right t use utside cabling cntractrs t perfrm cabling wrk. TekLinks is nt respnsible fr and will nt be bligated t prvide any supprt f r assistance in cnfiguratin, installatin, administratin, trubleshting, maintenance, r repair f such custmer equipment r integratin f such custmer equipment int Custmer s internal netwrk. TekLinks is nt respnsible fr and will nt be bligated t prvide any supprt f r assistance in cnfiguratin, installatin, administratin, trubleshting, maintenance, r repair f any sftware r netwrk applicatin r integratin f such sftware r hardware applicatin int the Custmer Netwrk. Additinal managed services are available t cver custmer equipment. If additinal cnfiguratin wrk is required due t limitatins f the Custmer netwrk, TekLinks reserves the right t bill Custmer at currently hurly rates fr additinal cnfiguratin time. TekLinks is nt respnsible fr, and will nt be bligated t prvide, any supprt r assistance in cnfiguratin, installatin, administratin, trubleshting, maintenance, repair, r integratin f custmer equipment, sftware, r netwrk applicatin int the Custmer s internal netwrk. Cpyright 2016 TekLinks, Inc. All rights reserved. Public. Versin 1.1, September 2016 The master versin f this dcument is maintained electrnically. Printed cpies are uncntrlled and shuld be cnsidered unfficial versins. Please reference the electrnic surce fr current versin. 201 Summit Parkway - Birmingham, Alabama Phne (205) Fax (205) Page 7 f 7