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

 

1.               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

 

 

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 MPLS VPN service with the Third Party Supplier. Non-standard MPLS VPN 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, 9 & 10 of this Appendix 2 represents the Target Average Transit Delay and is expressed in milliseconds (ms).

 

Table 1 – Intra Asia

	Beijing, China	Guangzhou, China	Hanoi, Vietnam	Ho Chi Minh City, Vietnam	Hong Kong, China	Jakarta, Indonesia	Kuala Lumpur, Malaysia	Manila, Philippines	Perth, Australia	Phnom Penh, Cambodia	Seoul, Korea	Shang Hai, China	Shenzhen, China	Singapore	Sydney, Australia	Taipei, Taiwan	Tokyo, Japan
Bangkok, Thailand	94	58	104	61	57	74	34	77	120	83	139	81	67	41	144	83	114
Beijing, China		44	96	98	48	136	98	71	177	85	123	39	46	87	177	72	109
Guangzhou, China			49	63	20	89	60	42	130	53	76	44	20	52	143	35	72
Hanoi, Vietnam				36	31	92	65	61	125	92	73	78	36	66	168	47	89
Ho Chi Minh City, Vietnam					53	119	40	64	98	69	101	83	63	33	131	79	112
Hong Kong, China						66	42	37	107	43	53	40	20	42	133	30	62
Jakarta, Indonesia							40	86	88	62	129	118	76	28	153	93	112
Kuala Lumpur, Malaysia								50	80	56	117	85	59	22	118	69	96
Manila, Philippines									117	82	74	59	42	41	146	63	88
Perth, Australia										102	160	159	117	68	73	141	142
Phnom Penh, Cambodia											133	72	53	47	152	100	111
Seoul, Korea												105	79	91	224	77	42
Shang Hai, China													45	74	163	59	92
Shenzhen, China														52	143	40	72
Singapore															111	67	87
Sydney, Australia																162	185
Taipei, Taiwan																	38

 

 

Table 2 – Intra EMEA (Part 1)

	Accra, Ghana	Aqaba, Jordan	Amsterdam, Netherland	Athens, Greece	Belgrade, Serbia	Bucharest, Romania	Cape Town, South Africa	Dakar, Senegal	Dar es Salaam, Tanzania	Djibouti	Doha, Qatar	Dubai, UAE	Frankfurt, Germany
Abidjan, Cote D’Ivoire	30	207	118	175	156	147	116	72	160	219	266	273	111
Accra, Ghana		196	126	164	202	164	80	60	159	217	251	230	128
Aqaba, Jordan			109	133	136	131	247	208	150	93	90	56	97
Amsterdam, Netherland				97	166	114	183	82	247	112	228	190	22
Athens, Greece					46	37	217	129	285	168	230	196	57
Belgrade, Serbia						23	220	128	300	169	232	180	39
Bucharest, Romania							217	112	255	127	204	170	39
Cape Town, South Africa								149	80	138	175	182	181
Dakar, Senegal									242	297	121	274	77
Dar es Salaam, Tanzania										131	132	109	219
Djibouti											118	54	92
Doha, Qatar												34	169
Dubai, UAE													151

 

 Table 3 – Intra EMEA (Part 2)

	Abidjan, Cote D’Ivoire	Accra, Ghana	Aqaba, Jordan	Amsterdam, Netherland	Athens, Greece	Belgrade, Serbia	Bucharest, Romania	Cape Town, South Africa	Dakar, Senegal	Dar es Salaam, Tanzania	Djibouti	Doha, Qatar	Dubai, UAE	Frankfurt, Germany
Fujairah, UAE	248	236	76	170	207	183	183	157	105	121	101	25	20	144
Gosselies, Belgium	109	123	90	29	68	58	50	175	75	244	133	167	160	24
Johannesburg, South Africa	102	100	226	209	238	240	237	30	183	62	118	238	160	200
Kampala, Uganda	181	178	125	194	245	296	222	100	260	35	113	103	82	186
Lagos, Nigeria	45	51	217	133	216	245	270	74	147	147	145	248	228	143
London, UK	103	114	83	26	55	53	54	167	75	228	116	156	152	20
Luanda, Angola	165	164	233	177	202	204	203	86	246	125	184	307	235	164
Maputo, Mozambique	122	121	237	225	252	267	220	44	202	46	97	160	194	185
Milan, Italy	132	144	113	40	67	78	49	197	104	259	146	188	181	23
Nairobi, Kenya	183	184	146	201	258	248	232	97	42	48	37	233	251	196
Paris, France	100	124	91	28	64	48	49	175	67	238	126	165	159	23
Sofia, Bulgaria	152	170	138	128	23	35	24	222	121	263	132	217	182	80
Stockholm, Sweden	132	131	113	40	92	72	68	196	114	267	146	189	183	42
Zurich, Switzerland	126	137	105	85	62	39	45	190	83	54	139	179	167	23

 

Table 4 – Intra EMEA (Part 3)

	Fujairah, UAE	Gosselies, Belgium	Johannesburg, South Africa	Kampala, Uganda	Lagos, Nigeria	London, UK	Luanda, Angola	Maputo, Mozambique	Milan, Italy	Nairobi, Kenya	Paris, France	Sofia, Bulgaria	Stockholm, Sweden
Gosselies, Belgium	151
Johannesburg, South Africa	139	194
Kampala, Uganda	79	184	81
Lagos, Nigeria	224	127	98	178
London, UK	184	16	186	174	150
Luanda, Angola	335	159	68	145	160	151
Maputo, Mozambique	144	204	26	70	187	211	87
Milan, Italy	147	29	216	204	171	33	183	242
Nairobi, Kenya	70	194	77	140	166	186	145	66	215
Paris, France	151	22	195	186	126	16	159	203	43	192
Sofia, Bulgaria	224	91	243	238	307	78	207	227	90	244	87
Stockholm, Sweden	174	48	216	219	129	39	182	210	50	186	43	115
Zurich, Switzerland	145	29	209	202	139	34	174	235	27	206	31	85	47

 

 

Table 5 – Intra Americas

	Atlanta, USA	Bethlehem, USA	Buenos Aires, Argentina	Chicago, USA	Dallas, USA	Lima, Peru	Los Angeles, USA	Mexico DF, Mexico	Miami, USA	New York, USA	Panama City, Panama	Reston, USA	San Jose, USA	Sao Paulo, Brazil	Seattle, USA	Toronto, Canada
Ashburn, USA	25	20	173	31	47	123	81	88	36	20	97	20	85	142	92	50
Atlanta, USA		30	185	50	34	126	77	54	31	34	90	22	85	174	113	72
Bethlehem, USA			174	36	54	121	87	94	42	20	167	20	90	138	78	32
Buenos Aires, Argentina				185	211	278	182	256	202	167	265	173	189	306	213	185
Chicago, USA					34	130	60	69	61	30	159	30	59	155	65	29
Dallas, USA						159	44	46	60	46	136	47	50	182	94	53
Lima, Peru							131	115	151	117	213	124	137	283	177	152
Los Angeles, USA								70	90	79	97	72	20	195	40	94
Mexico DF, Mexico									101	124	163	101	72	258	98	70
Miami, USA										41	62	33	104	173	115	88
New York, USA											99	10	93	136	95	35
Panama City, Panama												92	104	286	127	152
Reston, USA													83	140	77	48
San Jose, USA														204	31	86
Sao Paulo, Brazil															201	148
Seattle, USA																84

 

 

Table 6 – Asia / Americas 

	Bangkok, Thailand	Beijing, China	Guangzhou, China	Hanoi, Vietnam	Ho Chi Minh City, Vietnam	Hong Kong, China	Jakarta, Indonesia	Kuala Lumpur, Malaysia	Manila, Philippines	Perth, Australia	Phnom Penh, Cambodia	Seoul, Korea	Shang Hai, China	Shenzhen, China	Singapore	Sydney, Australia	Taipei, Taiwan	Tokyo, Japan
Ashburn, USA	323	310	266	286	310	256	313	313	288	322	313	243	297	266	284	276	254	207
Atlanta, USA	304	346	286	297	319	276	310	303	305	313	325	237	328	286	291	326	224	186
Bethlehem, USA	321	318	277	274	315	267	315	312	293	349	317	243	303	277	300	270	245	213
Buenos Aires, Argentina	423	419	379	418	417	369	437	420	399	442	415	355	410	379	399	374	349	319
Chicago, USA	286	289	234	275	286	224	290	282	264	305	284	235	274	234	272	244	191	176
Dallas, USA	276	267	231	270	270	221	286	260	249	289	274	198	256	231	257	224	202	162
Lima, Peru	380	376	329	377	368	319	425	363	348	426	373	299	362	329	343	322	298	260
Los Angeles, USA	240	229	186	236	228	176	255	224	206	260	230	155	210	186	211	185	158	128
Mexico DF, Mexico	297	286	256	272	298	246	307	294	273	329	293	230	274	256	280	257	230	181
Miami, USA	335	329	290	318	340	280	328	312	311	311	334	273	318	290	319	281	259	222
New York, USA	327	323	283	312	322	273	324	300	294	348	327	241	305	283	310	262	254	213
Panama City, Panama	340	325	284	305	323	274	322	323	299	370	333	276	311	284	325	278	265	223
Reston, USA	318	301	272	285	309	262	303	311	287	342	310	242	294	272	301	265	243	202
San Jose, USA	236	217	182	220	235	172	241	233	204	278	229	176	213	182	210	201	164	121
Sao Paulo, Brazil	428	426	387	404	421	377	439	426	402	452	423	365	412	387	405	380	358	317
Seattle, USA	241	249	189	200	222	179	223	216	208	263	245	276	231	189	204	309	146	149
Toronto, Canada	290	331	271	273	283	261	297	299	275	316	321	240	313	271	261	269	222	208

 

 

Table 7 – Asia/EMEA (Part 1)

	Abidjan, Cote D’Ivoire	Accra, Ghana	Aqaba, Jordan	Amsterdam, Netherland	Athens, Greece	Belgrade, Serbia	Bucharest, Romania	Cape Town, South Africa	Dakar, Senegal	Dar es Salaam, Tanzania	Djibouti	Doha, Qatar	Dubai, UAE	Frankfurt, Germany
Bangkok, Thailand	287	275	172	265	274	244	257	195	354	234	157	209	128	220
Beijing, China	335	322	448	330	310	268	294	243	415	280	162	200	176	252
Guangzhou, China	296	283	421	283	271	230	256	203	348	242	125	162	137	211
Hanoi, Vietnam	296	351	395	279	295	246	261	277	382	262	149	178	170	271
Ho Chi Minh City, Vietnam	273	262	156	308	259	229	242	182	337	219	118	141	114	206
Hong Kong, China	287	277	369	260	269	220	252	197	356	236	123	152	131	203
Jakarta, Indonesia	272	315	157	242	249	223	238	232	340	219	121	136	135	248
Kuala Lumpur, Malaysia	259	248	142	240	245	211	227	168	327	206	104	130	101	189
Manila, Philippines	286	275	173	289	282	238	264	195	355	234	133	184	130	228
Perth, Australia	306	292	202	248	292	268	283	271	385	254	166	181	176	278
Phnom Penh, Cambodia	293	281	178	243	275	244	258	202	361	241	139	156	136	222
Seoul, Korea	354	343	394	234	296	254	276	263	431	300	192	205	223	234
Shang Hai, China	321	309	437	312	296	255	280	228	373	266	149	187	162	237
Shenzhen, China	294	282	420	270	270	230	255	202	347	241	123	162	134	210
Singapore	249	240	134	225	234	200	215	158	317	196	98	113	92	181
Sydney, Australia	358	347	242	335	342	310	324	267	436	305	204	224	200	287
Taipei, Taiwan	324	310	399	240	284	263	271	233	406	269	153	177	183	234
Tokyo, Japan	329	316	361	206	289	227	263	237	411	274	177	214	176	194

 

 

Table 8 – Asia/EMEA (Part 2)

	Fujairah, UAE	Gosselies, Belgium	Johannesburg, South Africa	Kampala, Uganda	Lagos, Nigeria	London, UK	Luanda, Angola	Maputo, Mozambique	Milan, Italy	Nairobi, Kenya	Paris, France	Sofia, Bulgaria	Stockholm, Sweden	Zurich, Switzerland
Bangkok, Thailand	132	305	176	248	293	222	243	274	253	233	213	266	258	227
Beijing, China	203	384	222	300	284	260	287	321	282	303	258	289	297	265
Guangzhou, China	156	342	185	262	246	221	249	282	244	256	220	253	258	226
Hanoi, Vietnam	148	282	258	290	262	271	271	270	279	252	279	273	267	262
Ho Chi Minh City, Vietnam	121	297	162	236	223	208	228	260	238	227	197	249	244	211
Hong Kong, China	133	330	181	264	236	217	245	276	234	233	215	247	254	222
Jakarta, Indonesia	116	257	211	245	218	236	229	229	263	214	249	245	273	268
Kuala Lumpur, Malaysia	105	371	147	213	212	190	215	263	222	199	189	235	228	197
Manila, Philippines	152	298	176	258	268	228	243	274	259	238	230	272	266	236
Perth, Australia	152	299	251	223	263	276	274	269	305	259	283	347	312	308
Phnom Penh, Cambodia	134	311	183	264	266	222	248	280	254	249	224	266	260	229
Seoul, Korea	201	329	243	327	289	278	310	342	284	303	248	276	280	248
Shang Hai, China	185	371	209	285	271	246	274	307	269	285	245	276	282	252
Shenzhen, China	143	341	184	260	246	220	248	281	244	243	219	252	257	224
Singapore	96	352	138	222	195	181	206	237	209	190	183	222	217	186
Sydney, Australia	219	354	247	330	306	287	315	345	319	328	286	333	327	296
Taipei, Taiwan	173	327	208	289	261	240	278	309	266	281	238	276	272	243
Tokyo, Japan	178	284	217	293	298	270	284	316	259	271	230	244	270	236

 

 

Table 9 – Americas/EMEA (Part 1)

	Abidjan, Cote D’Ivoire	Accra, Ghana	Aqaba, Jordan	Amsterdam, Netherland	Athens, Greece	Belgrade, Serbia	Bucharest, Romania	Cape Town, South Africa	Dakar, Senegal	Dar es Salaam, Tanzania	Djibouti	Doha, Qatar	Dubai, UAE	Frankfurt, Germany
Ashburn, USA	189	202	170	119	143	139	138	254	156	313	201	246	245	103
Atlanta, USA	226	232	206	144	169	161	156	291	292	356	239	270	237	143
Bethlehem, USA	195	207	175	129	150	148	145	260	162	305	206	286	257	109
Buenos Aires, Argentina	357	371	339	292	307	311	311	415	335	471	369	438	409	272
Chicago, USA	216	215	184	150	172	179	155	269	184	321	211	265	264	117
Dallas, USA	234	245	213	183	186	187	181	298	200	356	241	291	287	144
Lima, Peru	297	315	275	242	253	253	249	362	271	415	313	435	406	214
Los Angeles, USA	270	269	238	224	210	220	210	321	235	401	312	326	325	177
Mexico DF, Mexico	286	300	266	207	234	242	241	351	246	455	365	409	380	203
Miami, USA	224	235	201	158	173	168	172	286	191	344	240	290	281	137
New York, USA	187	197	162	117	152	146	133	246	160	306	188	255	243	100
Panama City, Panama	278	345	315	216	289	269	296	396	253	465	403	446	417	230
Reston, USA	192	202	169	114	155	149	138	254	158	312	190	197	246	103
San Jose, USA	271	275	241	212	216	305	219	327	236	409	305	310	322	185
Sao Paulo, Brazil	328	337	304	261	294	280	275	388	306	436	335	412	383	241
Seattle, USA	303	289	283	215	280	250	233	346	349	469	316	329	292	225
Toronto, Canada	236	245	216	143	198	174	167	298	305	428	249	282	248	131

 

 

Table 10 – Americas/EMEA (Part 2)

	Fujairah, UAE	Gosselies, Belgium	Johannesburg, South Africa	Kampala, Uganda	Lagos, Nigeria	London, UK	Luanda, Angola	Maputo, Mozambique	Milan, Italy	Nairobi, Kenya	Paris, France	Sofia, Bulgaria	Stockholm, Sweden	Zurich, Switzerland
Ashburn, USA	237	102	274	260	202	90	192	282	124	279	92	145	139	111
Atlanta, USA	287	132	306	293	232	123	176	348	142	296	121	169	161	130
Bethlehem, USA	253	110	277	262	252	92	188	282	117	278	99	152	152	115
Buenos Aires, Argentina	416	281	432	421	415	256	380	450	284	442	271	316	313	280
Chicago, USA	261	129	284	272	225	105	208	298	129	293	118	160	156	126
Dallas, USA	288	145	316	303	243	132	191	336	160	316	136	187	183	151
Lima, Peru	358	221	381	369	357	195	321	411	224	381	211	260	254	222
Los Angeles, USA	321	182	341	328	287	156	278	403	186	357	172	223	210	178
Mexico DF, Mexico	347	192	374	407	346	187	228	440	253	373	184	253	263	204
Miami, USA	281	137	304	288	308	123	150	313	156	313	128	181	174	149
New York, USA	244	111	266	254	227	81	191	276	111	289	98	145	138	105
Panama City, Panama	374	198	413	351	373	234	209	489	221	420	188	259	296	265
Reston, USA	247	106	273	259	166	88	183	280	114	213	94	149	140	110
San Jose, USA	329	185	344	330	283	159	281	392	192	343	173	230	222	197
Sao Paulo, Brazil	385	252	403	392	384	221	373	419	249	407	241	287	277	246
Seattle, USA	369	193	351	347	295	200	265	410	233	347	202	242	254	207
Toronto, Canada	275	144	319	308	236	133	238	356	158	311	132	184	149	140