Specific Terms for Console Connect L3 Connection Service

These Specific Terms for Console Connect L3 Connection Service (the “Specific Terms”), which both the Company (as defined in clause 1 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.
    1. (i)

Service Availability Level (Standard Scheme):

    Available to Port only as defined in sub-clause 4.2.1
    1. (ii)

Service Availability Level (Advanced Scheme):

    Available to Port and Single Local Access as defined in sub-clause 4.2.2
    1. (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%

    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)

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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  Port)
98.9%<= A < 99.99% 2.5%
98% <= A < 98.9% 5%
97% <= A < 98% 10%
Less than 97% 20%

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 D – Credit for Service Availability Level (Premium 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  Port)
99.85%<= A < 99.99% 5%
99.5% <= A < 99.85% 10%
98.5% <= A < 99.5% 20%
Less than 98% 40%
 

Applicable to Service Level SLA-V2

Service Availability (A) Credit 

(Percentage of one month’s Recurring Charge of Console Connect 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) (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 Sliver 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”).

(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 rebate for any affected Customer Premises during the period of its non-compliance with its obligations or breach of the Service Agreement;

(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’sfailure to meet the following:

    (a) Service Provision Guarantee;
    (b) Service Availability Guarantee;
    (c) Transit Delay Guarantee;
    (d) Packet Delivery Guarantee;
    (e) Jitter Level Guarantee; or
    (f) 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.

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 L3 Backup Service

    means Console Connect Port used for the Console Connect L3 Backup Service for a specific Customer Premises.

Console Connect L3 Main Service

    1. 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

    1. 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

    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

    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

 

Notes:

 

  1. 1. 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.

 

  1. 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
Latin 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 (Mainland) 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

APPENDIX 2

 

TARGET AVERAGE TRANSIT DELAY

Applicable to Console Connect L2 Connection only

Note:     The figure(s) specified in Tables 1, 2, 3, 4, 5, 6, 7, and 8 of this Appendix 2 represent(s) 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
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
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

td width=”64″>331td width=”64″>284td width=”64″>313

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
Guangzhou,
China
GShanghai,
China
Ashburn 331 286 308 265 313 306 294            322 249 294 337 237 199 335 288 317
Atlanta 304 297 319 276 310 303 305            313 237 291 326 224 186 346 299 328
Chicago 308 275 297 254 290 283 283            305 232 271 316 219 181 324 277 306
Dallas 282 270 292 249 286 279 278            289 215 267 301 201 163 319 272 301
Los Angeles 265 236 258 215 255 248 244            260 176 236 255 159 121 285 238 267
Miami 317 318 340 297 328 321 326            311 251 309 336 239 201 367 320 349
New York 342 312 334 291 324 317 320            348 262 305 346 250 212 361 314 343
Reston 243 216 238 204 242 240 239 262 224 212 202 214 169 274 227 256
San Jose 254 220 242 199 241 234 228            278 191 222 277 176 138 269/td> 222 251
Seattle 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

 

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 97 123 102 154 146 117
   Atlanta, USA 144 213 161 128 156 143 123 142 121 169 161 130
   Chicago, USA 150 261 179 149 177 148 125 151 128 192 173 132
 Dallas, USA 183 229 187 152 182 183 159 177 157 194 203 162
 Los Angeles, USA 224 253 220 198 224 203 182 222 201 236 245 207
   Miami, USA 158 229 168 146 174 158 134 157 137 186 179 155
   New York, USA 117 169 146 115 147 112 94 115 95 168 134 103
   Reston, USA 99 128 149 91 141 89 85 111 83 125 124 97
   San Jose, USA 212 263 305 199 224 208 185 205 189 236 230 187
   Seattle, USA 215 280 250 202 233 225 200 233 202 242 254 207
   Toronto,

Canada

143 198 174 140 167 131 133 158 132 184 149 140

 

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