These Specific Terms for Console Connect L3 Connection Service (the “Specific Terms”), which both the Company (as defined in clause 8 hereof) and the Customer agree to be bound by, are incorporated into and made a part of the master services agreement and/or other general terms and conditions executed between the Company and the Customer (the “Service Agreement”). Any capitalized terms used herein and not otherwise defined shall have the meaning set forth in the Service Agreement.
1. SERVICE DESCRIPTION
1.1 The Company shall provide Console Connect L3 Connection Service (“Service”). The Service may comprise Local Access and Console Connect Port(s) for Internet Protocol (IP) transmission over a Virtual Private Network (VPN) at a speed (or bandwidth or rate or data rate) and Class of Service set out in the Order Form and shall be provided between and/or among the Console Connect Ports stated in the Order Form. The Service may be comprised of a Console Connect Main Port and a Console Connect Backup Port and, in such case, the Console Connect Main Port shall be noted as such in the Order Form. In the event only one (1) Console Connect Port is selected by Customer for a Customer Premise, such Console Connect Port shall be deemed the Console Connect Main Port.
1.2 Depending on the actual configuration of the Service as agreed by the Company and Customer, Customer has the option to provide:
(i) a CE Router at Customer’s own cost and such CE Router provided by the Customer shall be regarded as Customer Equipment; or
(ii) an Internet link used as Local Access for connecting the PE Router at Customer’s own cost and such Local Access provided by Customer shall be regarded as Customer Access.
If Customer does not order a CE Router or Local Access from Company pursuant to an Order Form but arranged to provide the CE Router or Local Access itself, such Customer provided CE Router and Local Access shall be regarded as Customer Equipment and Customer Access respectively, and shall not be part of the Service and Company shall not be responsible for correcting a fault or restoring a failure for either such Customer Equipment or Customer Access.
1.3 In the event that the provision of Local Access does not include the supply of DTU or NTU, the Customer is required to provide the DTU or NTU at the Customer’s own cost and such DTU or NTU provided by the Customer shall be regarded as Customer Equipment.
1.4 The Company currently offers three (3) distinct classes of service (“Class of Service”), backed by Service Level Guarantees as set forth below. Available Service classes are:
Gold: Real-time packet forwarding for delay sensitive applications, e.g. VoIP and video streaming.
Silver: Assured level of performance with delay and packet loss commitments for standard business applications, e.g. SAP, SNA, Oracle, Telnet.
Bronze: Standard level of performance for normal applications, e.g. Email, files transfer, Intranet.
Customer shall select the Class of Service in the Order Form.
2. CUSTOMER’S OBLIGATIONS
2.1 In addition to the obligations set forth in the Service Agreement, the Customer shall:
(a) appoint, in the Order Form, two (2) Points of Contact (“POC”) as the Customer’s authorised persons to submit to the Company on the Customer’s behalf, the initial and on-going network configuration information for the Service, and change requests in respect of the Service, including the authorization of the POC to make changes to the Customer’s security policy for the Service and appointment of additional or replacement POC. The Customer warrants to the Company that the POC appointed in accordance with this clause are duly authorised to act on the Customer’s behalf in relation to the Service Agreement;
(b) obtain the prior written approval of the Company before connecting any Customer Equipment and/or Customer Access to the Service and/or Equipment;
(c) carry out adjustments, modifications, alterations, repairs or replacements, at its own expense to any Customer Equipment and/or Customer Access which is connected to the Service and/or Equipment, when so required by the Company;
(d) permit the Company, its suppliers and subcontractors access to the Customer’s premises at reasonable times for the purpose of installing, inspecting, upgrading or terminating the Service and/or installing, inspecting, replacing or recovering any of the Equipment for the provision of the Service;
(e) establish and maintain, for the duration of the Service Agreement, reasonable and adequate security policies, operating procedures and standards with respect to:
(i) the Service Equipment which is used in connection with the provision of the Service;
(ii) the Customer Equipment and/or Customer Access that interface with the Service and/or Equipment; and
(iii) any network, equipment and applications not provided by and/or managed by the Company that interface with the Service and/or Equipment; and
(f) For the avoidance of doubt, the Customer acknowledges that the Company cannot guarantee nor is liable for the security of traffic transmitted over any Service.
3. CUSTOMER ACCESS, CUSTOMER EQUIPMENT AND CUSTOMER SOFTWARE
3.1 The Company is not liable to the Customer for any delay in provisioning or restoration of the Service if any such delay is caused by the faults of or found to lie with the Customer Access, Customer Equipment, or Customer Software.
3.2 In the event of a failure of the Service, the Company accepts the responsibility for correcting such fault up to and including the Console Connect Port(s) and Local Access of the Service that the Customer has subscribed as indicated on the Order Form. For the avoidance of doubt, the Company shall have no responsibility for correcting a fault, which is caused by or found to lie with the Customer Access, Customer Equipment, or Customer Software.
4. SERVICE LEVELS
The Company will use its reasonable efforts to provide the Service at the Service Levels as specified in this clause 4.
4.1 SERVICE LEVELS (SLA-V1 and SLA-V2)
The Company offers two (2) different Service Levels based upon the location of the Customer Premises for the applicable service level guarantees of the Service. The Service Levels are SLA-V1 and SLA-V2 and the locations covered under each Service Level are specified in Appendix 1, which is attached hereto and incorporated into the Specific Terms.
4.2 SERVICE AVAILABILITY LEVEL
(a) For each Customer Premises, Customer may order one of the following three (3) types of Service Availability Levels depending on the actual Console Connect L3 configuration at the Customer Premises. The default choice of the Service Availability Level is Standard Scheme; unless specified otherwise in the Order Form.
(i) Service Availability Level (Standard Scheme): Available to Port only as defined in sub-clause 4.2.1
(ii) Service Availability Level (Advanced Scheme): Available to Port and Single Local Access as defined in sub-clause 4.2.2
(iii) Service Availability Level (Premium Scheme): Available to Dual Ports and Dual Local Accesses as defined in sub-clause 4.2.3
(b) In calculation of service availability in respect of this sub-clause 4.2, an Outage shall be deemed to commence at the time the Company records it being reported by the Customer to Global Services Operations Centre and shall conclude at the time the Company records the Service as being restored.
4.2.1 Service Availability Level (Standard Scheme)
(a) Service Availability Level (Standard Scheme) is available if the Service is related to a Console Connect Port at Customer Premises in locations included in Service Level SLA-V1 or SLA-V2.
(b) The Company shall use its reasonable efforts to ensure the Service Availability Level (Standard Scheme) shall be 99.99% in any calendar month for the Console Connect Port at each eligible Customer Premises.
(c) The Service Availability Level (Standard Scheme) is calculated as follows:
(Number of minutes in a calendar month – Number of minutes of Outages in a calendar month) x 100%
Number of minutes in a calendar month
Outage in this subclause 4.2.1(c) means failure of the Console Connect Main Port for the affected Customer Premises if a single Console Connect Port is ordered.
(d) In the event that the Company fails to meet the Service Availability Level (Standard Scheme) in a calendar month, the Customer shall be entitled to claim a credit equal to the percentage of the monthly Recurring Charge of the Console Connect Main Port of the affected Customer Premises for that calendar month as performance remedy in accordance with Table B – Credit for Service Availability Level (Standard Scheme) (Table B) below.
Table B – Credit for Service Availability Level (Standard Scheme)
| Credit for Service Availability Level (Standard Scheme) | |
|
Applicable to Service Level SLA-V1 |
|
| Service Availability (A) | Credit
(Percentage of one month’s Recurring Charge of Console Connect Main Port) |
| 99.9%<= A < 99.99% | 2.5% |
| 99.7% <= A < 99.9% | 5% |
| 98% <= A < 99.7% | 10% |
| Less than 98% | 20% |
|
Applicable to Service Level SLA-V2 |
|
| Service Availability (A) | Credit
(Percentage of one month’s Recurring Charge of Console Connect Main Port) |
| 99% <= A < 99.5% | 2.5% |
| 98% <= A < 99% | 5% |
| Less than 98% | 10% |
4.2.2 Service Availability Level (Advanced Scheme)
(a) Service Availability Level (Advanced Scheme) is available if a single Console Connect Port and a single Local Access are ordered from Company at the Customer Premises in locations included in Service Level SLA-V1. This single Local Access has to be a local loop circuit which is a local transmission capacity connecting the Customer Premises to (a) the Provider Edge (PE) Router in the same country as the Customer site. However, it shall not be provided unless it is stated in the Order Form.
(b) The Company shall use its reasonable efforts to ensure the Service Availability Level (Advanced Scheme) shall be 99.9% in any calendar month for each eligible Customer Premises.
(c) The Service Availability Level (Advanced Scheme) is calculated as follows:
(Number of minutes in a calendar month – Number of minutes of Outages in a calendar month) x 100%
Number of minutes in a calendar month
Outage in this subclause 4.2.2(c) refers to:
(i) failure of the Console Connect Main Port for the affected Customer Premises; or
(ii) failure of Local Access for the affected Customer Premises.
(d) In the event that the Company fails to meet the Service Availability Level (Advanced Scheme) in a calendar month, the Customer shall be entitled to claim a credit equal to the percentage of the monthly Recurring Charge of the Console Connect Main Port of the affected Customer Premises for that calendar month as performance remedy in accordance with Table C – Credits for Service Availability Level (Advanced Scheme) (Table C) below.
Table C – Credit for Service Availability Level (Advanced Scheme)
| Credit for Service Availability Level (Advanced Scheme) | |
|
Applicable to Service Level SLA-V1 |
|
| Service Availability (A) | Credit
(Percentage of one month’s Recurring Charge of Console Connect Main Port) |
| 98.9%<= A < 99.9% | 2.5% |
| 98% <= A < 98.9% | 5% |
| 97% <= A < 98% | 10% |
| Less than 97% | 20% |
4.2.3 Service Availability Level (Premium Scheme)
(a) Service Availability Level (Premium Scheme) is available if Customer orders from Company dual Ports and dual Local Accesses in the same Customer Premises that is located in one of the locations included in Service Level SLA-V1 or SLA-V2. However, it shall not be provided unless it is stated in the Order Form.
(b) The Company shall use its reasonable efforts to ensure the Service Availability Level (Premium Scheme) shall be 99.95% in any calendar month for each eligible Customer Premises.
(c) The Service Availability Level (Premium Scheme) is calculated as follows:
(Number of minutes in a calendar month – Number of minutes of Outages in a calendar month) x 100%
Number of minutes in a calendar month
Outage in this subclause 4.2.3 (c) means simultaneous failure of Console Connect L3 Main Service and Console Connect L3 Backup Service at the eligible Customer Premises irrespective of whether the Outage is on the Console Connect Port or Local Access.
(d) In the event that the Company fails to meet the Service Availability Level (Premium Scheme) in a calendar month, the Customer shall be entitled to claim a credit equal to the percentage of the monthly Recurring Charge of the Console Connect Main Port of the affected Customer Premises for that calendar month as its remedy in accordance with Table D – Credit for Service Availability Level (Premium Scheme) (Table D) below:
Table D – Credit for Service Availability Level (Premium Scheme)
| Credit for Service Availability Level (Premium Scheme) | |
| Applicable to Service Level SLA-V1 | |
| Service Availability (A) | Credit
(Percentage of one month’s Recurring Charge of Console Connect Main Port) |
| 99.85% <= A < 99.95% | 5% |
| 99.5% <= A < 99.85% | 10% |
| 98.5% <= A < 99.5% | 20% |
| Less than 98.5% | 40% |
| Applicable to Service Level SLA-V2 | |
| Service Availability (A) | Credit
(Percentage of one month’s Recurring Charge of Console Connect Main Port) |
| 99% <= A < 99.9% | 5% |
| 97.5% <= A < 99% | 10% |
| Less than 97.5% | 25% |
4.3 TRANSIT DELAY GUARANTEE
(a) On and from the Service Commencement Date, Company shall use reasonable efforts to ensure that the Average Transit Delay for those specified routes set out in Appendix 2 that the Console Connect L3 Main Services are riding on does not exceed the Target Average Transit Delay (which is stated in Appendix 2) in any calendar month (“Transit Delay Guarantee”).
(b) In the event that the Company fails to meet the Transit Delay Guarantee in a given calendar month, the Customer shall be entitled to one (1) Service Credit for the affected Console Connect Main Port for that calendar month.
4.4 PACKET DELIVERY GUARANTEE
(a) On and from the Service Commencement Date, Company shall use reasonable efforts to ensure that the Average Packet Delivery for traffic travelling between two PoPs located in locations set forth in Service Level SLA-V1 related to Console Connect L3 Main Service in a calendar month does not fall below the Target Average Packet Delivery (“Packet Delivery Guarantee”). The Target Average Package Delivery for each Class of Service is set out in Table E below:
Table E – Target Average Packet Delivery
|
Target Average Packet Delivery applicable to Service Level SLA-V1 |
||
| Class of Service | ||
| Gold | Silver | Bronze |
| >= 99.9% | >= 99.4% | >= 99.0% |
(b) If the Company fails to meet the Packet Delivery Guarantee in a given calendar month, the Customer shall be entitled to one (1) Service Credit for the affected Console Connect Port for that calendar month.
4.5 JITTER LEVEL GUARANTEE
(a) On and from the Service Commencement Date, Company shall use reasonable efforts to ensure that the Average Jitter Level for the traffic travelling between two PoPs located in locations set forth in Service Level SLA-V1 for Gold Class of Service in a calendar month does not exceed the Target Average Jitter Level as set out in Table F below (“Jitter Level Guarantee”).
Table F – Target Average Jitter Level
|
Target Average Jitter Level applicable to Service Level SLA-V1 |
|
|
Traffic of Gold Class of Service |
Less than or equal to 15 milliseconds (ms) |
(b) If the Company fails to meet the Jitter Level Guarantee in a given calendar month, the Customer shall be entitled to one (1) Service Credit for the affected Console Connect Port for that calendar month.
4.6 MEAN-TIME-TO-RESTORE GUARANTEE
(a) In the event of a Network Outage to the Console Connect L3 Main Services, the Company will use its reasonable efforts to ensure the Mean-Time-To-Restore (MTTR) for such Service between PE Routers located in locations set forth in Service Level SLA-V1 will not exceed four (4) hours from the time the Company records the Outage (“MTTR Guarantee”).
(b) If the Company fails to meet the MTTR Guarantee in a given calendar month, the Customer shall be entitled to one (1) Service Credit for the affected Console Connect Main Port for that calendar month.
5. EXCLUSIONS
5.1 A Customer shall not be entitled to claim a rebate of credit or Service Credit in respect of the Company’s failure to meet the following:
(a) Service Provision Guarantee;
- Service Availability Guarantee;
- Transit Delay Guarantee;
- Packet Delivery Guarantee;
- Jitter Level Guarantee; or
- MTTR Guarantee,
where the failure is due to any of the following:
(i) any suspension of the Service in accordance with the Service Agreement;
(ii) any failure of the Customer to observe agreed procedures or any relevant service guide;
(iii) any unauthorized change made to Equipment by the Customer;
(iv) any delay in provisioning of; or any fault identified as arising from a fault in; or service quality issue with any Local Access/Circuits, CE Router, Customer Equipment or other equipment/services/software that does not form part of the Service;
(v) any delay in provisioning of; or any fault identified as arising from a fault in; or service quality issue with any Local Access/Circuits, CE Router, Customer Equipment, or other equipment/services/software that is not provided by the Company;
(vi) any fault or delay caused by third party that is beyond the control of the Company in Customer Premises;
(vii) the Customer’s failure in fulfilling its obligations in accordance with the Service Agreement. For the avoidance of doubt, the Customer shall not be entitled to any credit and/or Service Credit for any affected Customer Premises during the period of its non-compliance with its obligations or breach of the Service Agreement;
(viii) any delay in provisioning the Service caused by the Customer not releasing the Service for testing;
(ix) any delay in restoring the Service caused by the Customer not releasing the Service for testing and/or repair and the Customer continues to use the Service on an impaired basis;
(x) any abuse or fraud or failure to comply with an applicable authorized use policy, on the part of the Customer or its customers;
(xi) any Customer network change, any maintenance including, without limitation, routine, planned, scheduled and urgent maintenance or malfunction of network performance measurement device of the Service;
(xii) any power outage at Customer Premises;
(xiii) any fault or outage caused by the simultaneous failure of two or more international submarine cable paths, where the fault or outage would not have occurred if only one such cable had failed (except in the case of the Round Trip Delay where this exclusion applies in the case of a single international submarine cable path failure); or
(xiv) Force Majeure Events.
6. CLAIM FOR REBATE
6.1 Each Service Level applies, in respect of each Service provisioned under these Specific Terms, on and from the Service Commencement Date. In no event shall the total amount of credit and Service Credit issued to the Customer in any calendar month exceed 30% of the monthly Recurring Charge of the Console Connect Port for the affected Service. For the avoidance of doubt, all such credits or Service Credits are receivable only as a deduction from the Installation Charges and/or the monthly Recurring Charges and shall not be receivable in the form of money payment.
6.2 A claim for a rebate must:
(a) be sent in writing to the Company within thirty (30) calendar days in which the event giving rise to the claim for the rebate occurred; and
(b) provide relevant details, including:
(i) customer reference number;
(ii) trouble ticket number issued by the Global Services Operations Centre (GSOC) for the relevant claim;
(iii) the date and time of the Service issue was reported and resolved;
(iv) customer contact details, and;
(v) the kind of rebate claimed (i.e. Service Provision Guarantee rebate or Service Availability rebate).
7. REBATE PAYMENT AND SERVICE LEVEL DISPUTES
7.1 If the Company is in breach of a Service Level under these Specific Terms, the Company shall credit the Customer with the applicable rebate in the invoice for the calendar month following receipt of the Customer written claim for the rebate or, if not practicable, in the invoice for the following calendar month.
7.2 Any claim for a rebate must comply with the requirements set out in these Specific Terms. If the Customer fails to make a claim in accordance with those requirements, the Customer is taken to have unconditionally and irrevocably waived its right to:
(a) claim the rebate, credit and/or Service Credit; and
(b) make any claim against the Company in respect of the Company’s failure to meet the Service Level as the case may be.
7.3 Service Level disputes shall be handled in accordance with the Service Agreement.
8. DEFINITIONS
8.1 In these Specific Terms,
Average Jitter Level means the average Jitter Level of a specific PoP-to-PoP Route in a calendar month. The value in any calendar month is according to that measured by the Company and posted in the Online Service Portal.
Average Packet Delivery means the average Packet Delivery of a specific PoP-to-PoP Route in a calendar month. The value in any calendar month is according to that measured by the Company and posted in the Online Service Portal.
Average Transit Delay means the average Round Trip Delay of PoP-to-PoP Routes specified in Appendix 2 in a calendar month. The value in any calendar month is according to that measured by the Company and posted in the Online Service Portal.
Business Day means a day other than a Saturday, Sunday or public holiday in the country where the Services are performed.
Class(es) of Service means the way of managing traffic in the MPLS network by grouping similar types of traffic (for example, e-mail, streaming video, voice) together and treating each type as a class with its own level of service priority. Different classes of service are Gold, Silver and Bronze.
Console Connect L3 means VPN constructed using MPLS protocol.
Console Connect Backup Port means Console Connect Port used for the Console Connect L3 Backup Service for a specific Customer Premises.
Console Connect L3 Backup Service means Service that serves as the Customer Premises backup connection to Console Connect L3 for carrying IP packets transmitted to and received from Customer Premises in case of Outage at Console Connect L3 Main Service.
Console Connect L3 Main Service means Service that serves as the Customer Premises main connection to Console Connect L3 for carrying IP packets transmitted to and received from Customer Premises under normal operations.
Console Connect Main Port means Console Connect Port used for the Console Connect L3 Main Service for a specific Customer Premises as more particularly described in Clause 1.1.
Console Connect Port means an access port on the PE Router at the Company’s assigned PoP, which connects the CE Router via Local Access and is the demarcation point for the delivery of the Service to the Customer.
Company means the service providing company that has entered into the Agreement with the Customer, as more particularly specified in the Service Agreement and the relevant Order Form.
Customer Access means Local Access that is provided and managed by the Customer.
Customer Edge Router or CE Router means the edge router installed at Customer Premises routing IP packets to and from the Console Connect L3 for a specific Customer Premises.
Customer Premises (also known as Premises) means the location where the Service is installed.
Customer Software means Customer owned and managed software applications that run in the Customer’s network.
DTU means Data Terminating Unit, which is the equipment at the customer premises that terminates a network access point.
Global Services Operations Centre (or GSOC) means the Company’s service operations centre which provides a helpdesk facility for the Customer in respect of the Service to make general enquiries and report faults regarding the Service, and which is responsible for issuing trouble tickets and fault management in respect of the relevant claims.
Installation Charge means the one-time Charge payable by the Customer to the Company in respect of the Service given by the Company to the Customer.
Internet Protocol (IP) means the transmission protocol for communicating with the internet.
Jitter Level means the measurement of variation in one-way network delay of a PoP-to-PoP Route in milliseconds, i.e., one-way measurement of the delay deviation between two sequentially generated ping IP packets, by sampling ping IP packets sent between the test routers attached to the PE Routers in a calendar month at five minutes interval.
Local Access (also known as Local Circuit or Local Loop or Local Line) means a local loop circuit which is a local transmission capacity connecting the Customer Premises to (a) the Provider Edge (PE) Router in the same country as the Customer site; or (b) an international gateway (operated by the Company or Operator) which is, in turn, connected to the Provider Edge (PE) Router in another country; or (c) Internet, i.e. Internet link, which is, in turn, connected to the Provider Edge (PE) Router using IP Security (IPSec) protocol and with fixed public IP address.
Mean-Time-To-Restore (MTTR) means the average time to restore the service between the PE Routers in the Network. MTTR is computed by dividing the aggregate time to restore the service in a calendar month by the total number of outages identified by the Company’s trouble ticket system in that calendar month.
MPLS means Multi Protocol Label Switching.
Network Outage means the service between the PE Routers in the Network being not available.
NTU means Network Terminating Unit, which is the equipment at the Customer Premises that terminates a network access point.
Outage means situation where Customer Premises is unable to connect with the Console Connect L3 through the Services provided by the Company.
Packet Delivery means the percentage of packets that are successfully transported on a PoP-to-PoP Route by sampling the number of ping IP packets successfully transported between the test routers attached to the PE Routers in a calendar month at five minutes interval.
Point of Contact (POC) means a person authorized by the Customer to be the contact point of the Company.
PoP means the Company’s or other operator’s Point of Presence.
PoP-to-PoP Route means the transmission path from one PoP to another PoP.
Provider Edge Router or PE Router means the edge router assigned by the Company or Operator to which the Service will be connected at the Company’s or Operator’s PoP.
Recurring Charge means the periodical Charge payable by the Customer to the Company in respect of the Service provided by the Company to the Customer.
Recurring Charge of the Console Connect Port means the periodical charge payable by the Customer to the Company for the Console Connect Port provided by the Company to the Customer. If the Order Form does not provide a specific Recurring Charge of the Console Connect Port, the Recurring Charge of the Console Connect Port shall be twenty percent (20%) of the respective Recurring Charge of the Console Connect L3 Connection Service.
Round Trip Delay means the measurement of two-way network delay of a PoP-to-PoP Route in milliseconds by sampling ping IP packets (not less than 64 bytes) sent between the test routers attached to the PE Routers in a calendar month at five minutes interval.
Service or Console Connect L3 Connection Service means the provision of Local Access and Console Connect Port(s) for Internet Protocol (IP) transmission over a Virtual Private Network (VPN) at a speed and class of service set out in the Order Form and shall be provided between and/or among the Console Connect Ports subscribed as stated in the Order Form.
Service Availability Level means the percentage of time a specific Customer Premises is able to connect with the Console Connect L3 Connection Service in any calendar month, as defined in greater detail in clause 4.3.
Service Credit means 1/30th of the flat rate monthly Recurring Charges of the relevant Console Connect Port specified on the order form.
Target Average Transit Delay means, for a particular PoP-to-PoP Route specified in Appendix 2, the relevant value of time expressed in milliseconds (ms) specified in Table 1, 2, 3, 4, 5 & 6 of Appendix 2.
Virtual Private Network (VPN) means a data network that is built on the Company’s and Third Party Supplier’s telecommunications infrastructure and the privacy of the Customer’s traffic is maintained through the use of a tunneling protocol and security procedures.
APPENDIX 1
Note:
- In compliance with any Applicable Laws (including Export Laws), the Company’s ability to deliver the relevant Services, technology, or equipment to certain countries listed in this Appendix 1 (or to the entities or persons in those countries) are subject to, and conditioned upon, the necessary licenses, approvals, authorizations or permits to be obtained from the relevant Government authorities. If provision of the Services, technology or equipment to any of these countries (or persons or entities in these countries) is not permitted or is sanctioned under any Applicable Laws, the affected country(ies) shall be deemed to be removed from this Appendix 1 without affecting the legality, validity and enforcement of all other provisions of these Specific Terms.
- The eligible city(ies) covered by SLA-V1 and SLA-V2 shall be subject to feasibility assessment before Service ordering.
Service Level SLA-V1
Table A – Locations included in Service Level SLA-V1
| Locations included in Service Level SLA-V1 | |||
| Asia | |||
| Brisbane, Australia | Perth, Australia | Sydney, Australia | Hong Kong, China |
| Jakarta, Indonesia | Tokyo, Japan | Seoul, South Korea | Kuala Lumpur, Malaysia |
| Manila, Philippines | Singapore | Taipei, Taiwan | Bangkok, Thailand |
| Hanoi, Vietnam | Ho Chi Minh City, Vietnam | ||
| Europe | |||
| Sofia, Bulgaria | Brussels, Belgium | Gosselies, Belgium | Paris, France |
| Frankfurt, Germany | Munch, Germany | Athens, Greece | Milan, Italy |
| Amsterdam, Netherlands | Bucharest, Romania | Belgrade, Serbia | Stockholm, Sweden |
| Zurich, Switzerland | London, United Kingdom | ||
| Middle East | |||
| Doha, Qatar | Dubai, UAE | Fujairah, UAE | Aqaba, Jordan |
| Casablanca, Morocco | Jeddah, Saudi Arabia | ||
| Africa | |||
| Abidjan, Cote D’Ivoire | Cairo, Egypt | Accra, Ghana | Mombasa, Kenya |
| Nairobi, Kenya | Maputo, Mozambique | Lagos, Nigeria | Cape Town, South Africa |
| Johannesburg, South Africa | Dar Es Salam, Tanzania | Lusaka, Zambia | Kampala, Uganda |
| Americas | |||
| USA | |||
| Ashburn, VA | Atlanta, GA | Chicago, IL | Dallas, TX |
| Los Angeles, CA | Miami, FL | New York, NY | Reston, VA |
| San Jose, CA | Seattle, WA | ||
| Latam Americas | |||
| Buenos Aires, Argentina | Sao Paulo, Brazil | Santiago, Chile | Bogota, Colombia |
| Mexico City, Mexico | Panama City, Panama | Lima, Peru | |
| Canada | |||
| Toronto | |||
Service Level SLA-V2
Table B – Locations included in Service Level SLA-V2
| Locations included in Service Level SLA-V2
(All cities in the specified country except the city/cities of the respective country included in Service Level SLA-V1) |
||||
| Asia | ||||
| Bangladesh | Bhutan | China | India | Indonesia |
| Japan | Malaysia | Nepal | Pakistan | Philippines |
| South Korea | Sri Lanka | Taiwan | Thailand | Vietnam |
| CIS | ||||
| Armenia | Azerbaijan | Belarus | Belorussia | Georgia |
| Kazakhstan | Kyrgyzstan | Russia | Ukraine | Uzbekistan |
| Middle East | ||||
| Afghanistan | Bahrain | Iran | Iraq | Israel |
| Jordan | Kuwait | Oman | Palestine | Qatar |
| Saudi Arabia | Syria | UAE | ||
| Europe | ||||
| Albania | Austria | Belgium | Bosnia-Herzegovina | Bulgaria |
| Croatia | Cyprus | Czech Republic | Denmark | Estonia |
| Finland | France | FYROM | Germany | Greece |
| Hungary | Ireland | Italy | Latvia | Liechtenstein |
| Lithuania | Malta | Monaco | Montenegro | Netherlands |
| Norway | Poland | Portugal | Romania | Serbia |
| Slovakia | Slovenia | Spain | Sweden | Switzerland |
| Turkey | United Kingdom | |||
| Americas | ||||
| Argentina | Brazil | Canada | Chile | Columbia |
| El Salvador | Honduras | Mexico | Nicaragua | Panama |
| Peru | U.S.A. | Uruguay | Venezuela | |
| Africa | ||||
| Algeria | Angola | Botswana | Burundi | Cameroon |
| Chad | Cote D’Ivoire | Egypt | Equatorial Guinea | Ethiopia* |
| Gabon | Ghana | Guinea | Kenya | Lesotho |
| Liberia | Libya | Madagascar | Malawi | Mali |
| Mauritius | Morocco | Mozambique | Namibia | Niger |
| Nigeria | Republic of Guinea | Rwanda | Senegal | Sierra Leone |
| South Africa | Tanzania | The Gambia | Tunisia | Uganda |
| Zambia | Zimbabwe | |||
| Oceania | ||||
| Australia | Cook Islands | Fiji | Kiribati | New Caledonia |
| New Zealand | Niue | Norfolk | Papua New Guinea | Samoa |
| Solomon Island | Tonga | Vanuatu | ||
*Note: Service Availability Level shall not be provided in Ethiopia when customer chooses the non-standard Console Connect L3 Connection Service with the Third Party Supplier. Non-standard Console Connect L3 Connection Service means there is no resilience arrangement in the network interconnection between the Company and the Third Party Supplier.
APPENDIX 2
TARGET AVERAGE TRANSIT DELAY
Note: The figure(s) specified in Table 1, 2, 3, 4, 5, 6, 7, 8 and 9 of this Appendix 2 represents the Target Average Transit Delay and is expressed in milliseconds (ms).
Table 1 – Intra Asia
| Hanoi, Vietnam |
Ho Chi Minh City, Vietnam | Hong Kong, China | Jakarta, Indonesia | Kuala Lumpur, Malaysia | Manila, Philippines | Perth, Australia | Seoul, South Korea |
Singapore | Sydney, Australia | Taipei, Taiwan |
Tokyo, Japan |
Beijing, China |
Guangzhou, China |
Shanghai, China |
|
| Bangkok Thailand |
104 | 136 | 84 | 74 | 34 | 109 | 120 | 153 | 46 | 165 | 96 | 128 | 154 | 107 | 136 |
| Hanoi, Vietnam |
31 | 26 | 92 | 65 | 61 | 125 | 73 | 66 | 168 | 47 | 89 | 96 | 49 | 78 | |
| Ho Chi Minh City, Vietnam |
53 | 119 | 102 | 88 | 98 | 101 | 93 | 152 | 79 | 131 | 123 | 76 | 105 | ||
| Hong Kong, China | 66 | 42 | 35 | 107 | 53 | 42 | 148 | 28 | 76 | 70 | 23 | 52 | |||
| Jakarta, Indonesia |
40 | 86 | 88 | 129 | 23 | 153 | 93 | 112 | 136 | 89 | 118 | ||||
| Kuala Lumpur, Malaysia | 83 | 80 | 117 | 20 | 139 | 69 | 96 | 121 | 64 | 100 | |||||
| Manila, Philippines | 117 | 88 | 63 | 181 | 63 | 111 | 105 | 58 | 87 | ||||||
| Perth, Australia | 160 | 68 | 73 | 141 | 142 | 177 | 130 | 159 | |||||||
| Seoul, South Korea |
91 | 193 | 78 | 42 | 123 | 76 | 105 | ||||||||
| Singapore | 136 | 67 | 88 | 114 | 65 | 94 | |||||||||
| Sydney, Australia |
169 | 148 | 218 | 171 | 200 | ||||||||||
| Taipei, Taiwan |
38 | 102 | 51 | 80 |
Table 2 – Intra EMEA (Part 1)
| Amsterdam, Netherland | Athens, Greece | Belgrade, Serbia | Bruxelles, Belgium | Bucharest, Romania | Frankfurt, Germany | Gosselies, Belgium | London, UK | Milan, Italy | Paris, France | Sofia, Bulgaria | Stockholm, Sweden | Zurich, Switzerland | |
| Accra, Ghana | 126 | 191 | 202 | 125 | 167 | 131 | 129 | 124 | 150 | 128 | 179 | 131 | 142 |
| Amsterdam, Netherland | 97 | 166 | 20 | 114 | 17 | 29 | 21 | 40 | 23 | 128 | 35 | 85 | |
| Athens, Greece | 46 | 78 | 29 | 79 | 79 | 89 | 85 | 85 | 18 | 104 | 77 | ||
| Belgrade, Serbia | 58 | 18 | 39 | 58 | 53 | 78 | 48 | 30 | 72 | 39 | |||
| Bruxelles, Belgium | 76 | 18 | 19 | 22 | 40 | 29 | 54 | 50 | 24 | ||||
| Bucharest, Romania | 43 | 64 | 56 | 83 | 50 | 19 | 68 | 45 | |||||
| Cape Town, South Africa | 185 | 183 | 173 | 207 | 182 | 234 | 177 | 196 | |||||
| Doha, Qatar | 169 | 167 | 156 | 188 | 165 | 217 | 189 | 179 | |||||
| Dubai, UAE | 134 | 132 | 121 | 152 | 130 | 182 | 133 | 144 | |||||
| Frankfurt, Germany | 19 | 23 | 25 | 21 | 51 | 25 | 19 | ||||||
| Fujairah, UAE | 271 | 260 | 284 | 266 | 315 | 293 | 274 | ||||||
| Gosselies, Belgium | 18 | 43 | 28 | 77 | 48 | 28 | |||||||
| Johannesburg, South Africa | 193 | 224 | 202 | 254 | 226 | 216 | |||||||
| Kampala, Uganda | 174 | 158 | 136 | 292 | 139 | 149 | |||||||
| Lagos, Nigeria | 170 | 148 | 126 | 307 | 129 | 139 | |||||||
| London, UK | 33 | 34 | 68 | 45 | 29 | ||||||||
| Maputo, Mozambique | 244 | 221 | 281 | 210 | 235 | ||||||||
| Milan, Italy | 64 | 96 | 50 | 56 | |||||||||
| Nairobi, Kenya | 192 | 244 | 186 | 206 | |||||||||
| Paris, France | 63 | 46 | 29 | ||||||||||
| Sofia, Bulgaria | 78 | 58 | |||||||||||
| Stockholm, Sweden | 47 |
Table 3 – Intra EMEA (Part 2)
| Cape Town, South Africa | Doha, Qatar | Dubai, UAE | Fujairah, UAE | Johannesburg, South Africa | Kampala, Uganda | Lagos, Nigeria | Maputo, Mozambique | Nairobi, Kenya | |
| Accra, Ghana | 94 | 251 | 230 | 332 | 114 | 205 | 41 | 133 | 184 |
| Amsterdam, Netherland | 183 | 228 | 190 | 361 | 209 | 194 | 133 | 225 | 201 |
| Athens, Greece | 248 | 230 | 196 | 323 | 265 | 245 | 216 | 289 | 258 |
| Belgrade, Serbia | 220 | 232 | 180 | 318 | 240 | 296 | 245 | 267 | 248 |
| Bruxelles, Belgium | 180 | 163 | 128 | 265 | 200 | 180 | 123 | 231 | 190 |
| Bucharest, Romania | 221 | 204 | 170 | 302 | 242 | 222 | 270 | 268 | 232 |
| Cape Town, South Africa | 316 | 325 | 242 | 30 | 112 | 74 | 53 | 97 | |
| Doha, Qatar | 29 | 56 | 238 | 103 | 248 | 384 | 233 | ||
| Dubai, UAE | 211 | 306 | 118 | 228 | 321 | 251 | |||
| Frankfurt, Germany | 261 | 205 | 186 | 143 | 232 | 196 | |||
| Fujairah, UAE | 221 | 81 | 345 | 375 | 103 | ||||
| Gosselies, Belgium | 204 | 184 | 127 | 235 | 194 | ||||
| Johannesburg, South Africa | 92 | 98 | 33 | 77 | |||||
| Kampala, Uganda | 178 | 165 | 140 | ||||||
| Lagos, Nigeria | 187 | 166 | |||||||
| London, UK | 213 | 186 | |||||||
| Maputo, Mozambique | 66 | ||||||||
| Milan, Italy | 215 |
Table 4 – Intra Americas
| Atlanta, USA | Chicago, USA | Dallas, USA | Los Angeles, USA | Miami, USA | New York, USA | Reston, USA | San Jose, USA | Seattle, USA | Toronto, Canada | |
| Ashburn, USA | 20 | 35 | 50 | 81 | 47 | 17 | 12 | 88 | 92 | 50 |
| Atlanta, USA | 50 | 29 | 77 | 26 | 29 | 17 | 85 | 113 | 72 | |
| Chicago, USA | 33 | 75 | 68 | 36 | 21 | 65 | 65 | 24 | ||
| Dallas, USA | 56 | 41 | 67 | 37 | 60 | 94 | 53 | |||
| Los Angeles, USA | 90 | 88 | 72 | 23 | 35 | 94 | ||||
| Miami, USA | 50 | 33 | 104 | 115 | 88 | |||||
| New York, USA | 12 | 98 | 95 | 30 | ||||||
| Reston, USA | 69 | 77 | 48 | |||||||
| San Jose, USA | 26 | 86 | ||||||||
| Seattle, USA | 84 |
Table 5 – Asia / Americas
| Bangkok, Thailand |
Hanoi, Vietnam |
Ho Chi Minh City, Vietnam | Hong Kong, China | Jakarta, Indonesia | Kuala Lumpur, Malaysia | Manila, Philippines | Perth, Australia | Seoul, South Korea |
Singapore | Sydney, Australia | Taipei, Taiwan |
Tokyo, Japan |
Beijing, China |
Guangzhou, China |
Shanghai, China |
|
| Ashburn, USA | 331 | 286 | 308 | 265 | 313 | 306 | 294 | 322 | 249 | 294 | 337 | 237 | 199 | 335 | 288 | 317 |
| Atlanta, USA | 304 | 297 | 319 | 276 | 310 | 303 | 305 | 313 | 237 | 291 | 326 | 224 | 186 | 346 | 299 | 328 |
| Chicago, USA | 308 | 275 | 297 | 254 | 290 | 283 | 283 | 305 | 232 | 271 | 316 | 219 | 181 | 324 | 277 | 306 |
| Dallas, USA | 282 | 270 | 292 | 249 | 286 | 279 | 278 | 289 | 215 | 267 | 301 | 201 | 163 | 319 | 272 | 301 |
| Los Angeles, USA | 265 | 236 | 258 | 215 | 255 | 248 | 244 | 260 | 176 | 236 | 255 | 159 | 121 | 285 | 238 | 267 |
| Miami, USA | 317 | 318 | 340 | 297 | 328 | 321 | 326 | 311 | 251 | 309 | 336 | 239 | 201 | 367 | 320 | 349 |
| New York, USA | 342 | 312 | 334 | 291 | 324 | 317 | 320 | 348 | 262 | 305 | 346 | 250 | 212 | 361 | 314 | 343 |
| Reston, USA | 243 | 216 | 238 | 204 | 242 | 240 | 239 | 262 | 224 | 212 | 202 | 214 | 169 | 274 | 227 | 256 |
| San Jose, USA | 254 | 220 | 242 | 199 | 241 | 234 | 228 | 278 | 191 | 222 | 277 | 176 | 138 | 269 | 222 | 251 |
| Seattle, USA | 241 | 200 | 222 | 179 | 223 | 216 | 208 | 263 | 276 | 204 | 309 | 260 | 222 | 249 | 202 | 231 |
| Toronto, Canada | 290 | 253 | 283 | 261 | 297 | 299 | 275 | 316 | 240 | 261 | 250 | 222 | 208 | 331 | 284 | 313 |
Table 6 – Asia/EMEA (Part 1)
| Amsterdam, Netherland | Athens, Greece | Belgrade, Serbia | Bruxelles, Belgium | Bucharest, Romania | Frankfurt, Germany | Gosselies, Belgium | London, UK | Milan, Italy | Paris, France | Sofia, Bulgaria | Stockholm, Sweden | Zurich, Switzerland | |
| Bangkok, Thailand | 265 | 343 | 335 | 316 | 336 | 265 | 322 | 257 | 283 | 279 | 349 | 306 | 297 |
| Beijing, China | 330 | 372 | 336 | 311 | 329 | 322 | 316 | 322 | 330 | 330 | 342 | 318 | 284 |
| Guangzhou, China | 283 | 325 | 289 | 264 | 282 | 275 | 269 | 275 | 283 | 283 | 295 | 271 | 237 |
| Shanghai, China | 312 | 354 | 318 | 293 | 311 | 304 | 298 | 304 | 312 | 312 | 324 | 300 | 266 |
| Hanoi, Vietnam | 279 | 322 | 306 | 278 | 302 | 271 | 282 | 271 | 279 | 279 | 316 | 267 | 262 |
| HCM City, Vietnam | 308 | 350 | 307 | 263 | 303 | 300 | 268 | 300 | 308 | 308 | 316 | 296 | 292 |
| Hong Kong, China | 260 | 302 | 266 | 241 | 259 | 252 | 246 | 252 | 260 | 260 | 272 | 248 | 214 |
| Jakarta, Indonesia | 242 | 311 | 290 | 253 | 290 | 248 | 257 | 236 | 263 | 249 | 303 | 273 | 268 |
| Kuala Lumpur, Malaysia | 240 | 302 | 286 | 245 | 277 | 235 | 250 | 234 | 255 | 241 | 289 | 265 | 254 |
| Manila, Philippines | 289 | 331 | 357 | 355 | 361 | 281 | 346 | 281 | 289 | 289 | 374 | 277 | 355 |
| Perth, Australia | 353 | 343 | 321 | 295 | 334 | 278 | 299 | 276 | 305 | 283 | 347 | 312 | 308 |
| Seoul, South Korea | 234 | 290 | 342 | 317 | 337 | 226 | 321 | 254 | 238 | 237 | 350 | 250 | 302 |
| Singapore | 225 | 291 | 268 | 236 | 271 | 222 | 240 | 217 | 239 | 223 | 284 | 258 | 250 |
| Sydney, Australia | 335 | 403 | 405 | 380 | 400 | 329 | 384 | 331 | 349 | 334 | 412 | 370 | 363 |
| Taipei, Taiwan | 240 | 285 | 306 | 250 | 275 | 225 | 255 | 261 | 236 | 235 | 288 | 251 | 238 |
| Tokyo, Japan | 206 | 262 | 235 | 209 | 233 | 200 | 214 | 239 | 212 | 210 | 246 | 227 | 204 |
Table 7 – Asia/EMEA (Part 2)
| Accra, Ghana | Cape Town, South Africa | Doha, Qatar | Dubai, UAE | Fujairah, UAE | Johannesburg, South Africa | Kampala, Uganda | Lagos, Nigeria | Maputo, Mozambique | Nairobi, Kenya | |
| Bangkok, Thailand | 338 | 251 | 513 | 157 | 132 | 233 | 211 | 358 | 249 | 233 |
| Beijing, China | 406 | 320 | 547 | 229 | 203 | 303 | 277 | 423 | 317 | 303 |
| Guangzhou, China | 359 | 273 | 500 | 182 | 156 | 256 | 230 | 376 | 270 | 256 |
| Shanghai, China | 388 | 302 | 529 | 211 | 185 | 285 | 259 | 405 | 299 | 285 |
| Hanoi, Vietnam | 351 | 277 | 479 | 170 | 148 | 258 | 214 | 382 | 270 | 252 |
| HCM City, Vietnam | 341 | 276 | 507 | 141 | 121 | 253 | 214 | 348 | 254 | 227 |
| Hong Kong, China | 336 | 250 | 477 | 159 | 133 | 233 | 207 | 353 | 247 | 233 |
| Jakarta, Indonesia | 315 | 232 | 524 | 135 | 116 | 211 | 186 | 355 | 229 | 214 |
| Kuala Lumpur, Malaysia | 308 | 221 | 516 | 126 | 105 | 202 | 175 | 355 | 217 | 199 |
| Manila, Philippines | 413 | 397 | 499 | 164 | 152 | 398 | 223 | 430 | 422 | 238 |
| Perth, Australia | 358 | 271 | 545 | 176 | 152 | 251 | 223 | 386 | 269 | 259 |
| Seoul, South Korea | 387 | 317 | 474 | 228 | 201 | 298 | 270 | 421 | 314 | 303 |
| Singapore | 298 | 228 | 508 | 121 | 96 | 193 | 166 | 354 | 208 | 190 |
| Sydney, Australia | 415 | 347 | 466 | 243 | 219 | 327 | 288 | 490 | 343 | 328 |
| Taipei, Taiwan | 366 | 297 | 446 | 200 | 173 | 278 | 273 | 359 | 294 | 281 |
| Tokyo, Japan | 362 | 294 | 423 | 203 | 178 | 278 | 246 | 408 | 290 | 271 |
Table 8 – Americas/EMEA (Part 1)
| Amsterdam, Netherland | Athens, Greece | Belgrade, Serbia | Bruxelles, Belgium | Bucharest, Romania | Frankfurt, Germany | Gosselies, Belgium | London, UK | Milan, Italy | Paris, France | Sofia, Bulgaria | Stockholm, Sweden | Zurich, Switzerland | |
| Ashburn, USA | 119 | 193 | 139 | 110 | 141 | 122 | 114 | 97 | 123 | 102 | 154 | 146 | 117 |
| Atlanta, USA | 144 | 213 | 161 | 128 | 156 | 143 | 132 | 123 | 142 | 121 | 169 | 161 | 130 |
| Chicago, USA | 150 | 261 | 179 | 149 | 177 | 148 | 157 | 125 | 151 | 128 | 192 | 173 | 132 |
| Dallas, USA | 183 | 229 | 187 | 152 | 182 | 183 | 158 | 159 | 177 | 157 | 194 | 203 | 162 |
| Los Angeles, USA | 224 | 253 | 220 | 198 | 224 | 203 | 195 | 182 | 222 | 201 | 236 | 245 | 207 |
| Miami, USA | 158 | 229 | 168 | 146 | 174 | 158 | 145 | 134 | 157 | 137 | 186 | 179 | 155 |
| New York, USA | 117 | 169 | 146 | 115 | 147 | 112 | 135 | 94 | 115 | 95 | 168 | 134 | 103 |
| Reston, USA | 99 | 128 | 149 | 91 | 141 | 89 | 90 | 85 | 111 | 83 | 125 | 124 | 97 |
| San Jose, USA | 212 | 263 | 305 | 199 | 224 | 208 | 203 | 185 | 205 | 189 | 236 | 230 | 187 |
| Seattle, USA | 215 | 280 | 250 | 202 | 233 | 225 | 193 | 200 | 233 | 202 | 242 | 254 | 207 |
| Toronto,
Canada |
143 | 198 | 174 | 140 | 167 | 131 | 144 | 133 | 158 | 132 | 184 | 149 | 140 |
Table 9 – Americas/EMEA (Part 2)
| Accra, Ghana | Cape Town, South Africa | Doha, Qatar | Dubai, UAE | Fujairah, UAE | Johannesburg, South Africa | Kampala, Uganda | Lagos, Nigeria | Maputo, Mozambique | Nairobi, Kenya | |
| Ashburn, USA | 204 | 262 | 246 | 214 | 345 | 283 | 275 | 202 | 344 | 279 |
| Atlanta, USA | 232 | 291 | 270 | 237 | 337 | 306 | 293 | 232 | 348 | 296 |
| Chicago, USA | 241 | 284 | 265 | 232 | 336 | 301 | 284 | 225 | 349 | 293 |
| Dallas, USA | 245 | 309 | 291 | 262 | 324 | 327 | 312 | 243 | 365 | 316 |
| Los Angeles, USA | 289 | 346 | 326 | 291 | 305 | 348 | 358 | 287 | 393 | 357 |
| Miami, USA | 249 | 307 | 290 | 253 | 350 | 327 | 308 | 308 | 355 | 313 |
| New York, USA | 236 | 278 | 255 | 207 | 347 | 300 | 286 | 227 | 330 | 289 |
| Reston, USA | 167 | 214 | 197 | 176 | 263 | 229 | 275 | 166 | 257 | 213 |
| San Jose, USA | 279 | 328 | 310 | 275 | 328 | 348 | 335 | 283 | 386 | 343 |
| Seattle, USA | 289 | 346 | 329 | 292 | 327 | 351 | 347 | 295 | 410 | 347 |
| Toronto,
Canada |
245 | 298 | 282 | 248 | 342 | 319 | 308 | 236 | 356 | 311 |