Dedicated Access Service Level Agreement
This Service Level Agreement applies only to dedicated Internet access products, services and subscribers - please see the main GCI Internet Policies web page for a complete listing of GCI Internet policies.
Description of Service
Dedicated access, including Mission Control and Tsunami, is GCI's premier dedicated Internet access service and is appropriate for mission critical service. For greatest reliability, this service is delivered over a private line circuit to a GCI provided router at the customer's premise and includes 24 x 7 end-to-end management. GCI's customer premise router provides the ability for GCI to monitor and control the service to the demarcation point, which is the Ethernet port of the router. GCI uses Concord eHealth reports to provide meaningful information about the health of its network and proactively manages its network to insure sufficient bandwidth is available for its customers. Customers have access to Concord eHealth reports to monitor their individual circuits. These management features allow GCI to provide the following service level guarantees:
Dedicated access, including Mission Control and Tsunami, is GCI's premier dedicated Internet access service and is appropriate for mission critical service. For greatest reliability, this service is delivered over a private line circuit to a GCI provided router at the customer's premise and includes 24 x 7 end-to-end management. GCI's customer premise router provides the ability for GCI to monitor and control the service to the demarcation point, which is the Ethernet port of the router. GCI uses Concord eHealth reports to provide meaningful information about the health of its network and proactively manages its network to insure sufficient bandwidth is available for its customers. Customers have access to Concord eHealth reports to monitor their individual circuits. These management features allow GCI to provide the following service level guarantees:
- Availability
- GCI commits that the Internet service will have a monthly availability of 99.5%.
- Latency
- GCI will guarantee that the average network latency will not exceed 70 ms on GCI's core network.
Customer Remedies
If requested by the customer, GCI will credit the customer 10% of the base monthly fee for each incident where GCI's network is operating below the guaranteed service level for at least 4 consecutive hours
If requested by the customer, GCI will credit the customer 10% of the base monthly fee for each incident where GCI's network is operating below the guaranteed service level for at least 4 consecutive hours
If GCI fails to perform at the level described by this document for
3 consecutive months under this Service Level Agreement and customer has
notified GCI of its failure to perform in writing, the customer has the
option to cancel the term contract with 30-days prior written notice without
further penalty.
Limitations
- The total reimbursement will not exceed 100% of the service price in any single monthly billing period.
- Excludes congestion of the customer's local loop.
- Periods of planned downtime are excluded from this guarantee.
- GCI cannot guarantee performance beyond its own network.
- GCI cannot guarantee the performance of LEC provided circuits. GCI will work with the LEC to resolve circuit problems on behalf of the customer.
- Excludes problems as a result of customer network problems or problems with the space and power provided by the customer.
- Excludes time delays or events outside of GCI's control.
- GCI cannot guarantee latency or effective use of bandwidth if the customer's circuit becomes congested due to inadequate bandwidth connecting to GCI's network.
- GCI's service level reports will be used as the authoritative source of data.
- Enforcement of the Service Level Agreement is to the service's demarcation point, normally the Ethernet port on GCI managed customer premise router that connects to the customer's network.
- If the customer chooses not have a GCI managed customer premise router, the demarcation point is the POP router port serving the customer.
- Excludes events force majeure.