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;

2.         Service Availability Guarantee;
3.         Transit Delay Guarantee;
4.         Packet Delivery Guarantee;
5.         Jitter Level Guarantee; or
6.          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 1/30^th 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:

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.
2. 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