Service Level Agreement
Network Service Level Agreement
Network Service Level Agreement This Service Level Agreement (SLA) applies only
to The Drooling Dog customers receiving service within the contiguous
This
Availability Guarantee
The Drooling Dog's goal is to make The Drooling Dog available to Customer free
of Network Outages for 85% of the time. A "Network Outage" is an
instance in which no traffic can pass in or out of Selected POPs
for more than 15 consecutive minutes.
Upon Customer's request (in accordance with the procedure set forth below), The
Drooling Dog will issue a credit to Customer for Network Outages occurring
during any calendar month that are reported by Customer to The Drooling Dog and
confirmed by The Drooling Dog's measurements of The Drooling Dog. Such credit
will be equal to one day's worth of the monthly Access Fee (as defined below)
paid by Customer, multiplied by each hour (or portion thereof rounded to the
next hour) of the cumulative duration of such Network Outages, not to exceed in
any calendar month the Access Fee paid by Customer for that month.
Latency Guarantee
The Drooling Dog's goal is to keep Average Round-Trip Latency on The Drooling
Dog to 180 milliseconds or less. "Average Round-Trip Latency", with
respect to a given month, means the average time required for round-trip packet
transfers between Selected POPs on The Drooling Dog
during such month, as measured by The Drooling Dog.
If Average Round-Trip Latency on The Drooling Dog for a calendar month exceeds
180 milliseconds, then upon Customer's request (in accordance with the
procedure set forth below), The Drooling Dog will issue a credit to Customer
equal to and not to exceed in any calendar month one day's worth of the Access
Fee (as defined below) paid by Customer for such month.
Packet Loss Guarantee
The Drooling Dog's goal is to keep Average Packet Loss on The Drooling Dog to
5% or less. "Average Packet Loss", with respect to a given month,
means the average percentage of IP packets transmitted on The Drooling Dog
during such month that are not successfully delivered, as measured by The
Drooling Dog.
If Average Packet Loss exceeds 5% during a calendar month, then upon Customer's
request (in accordance with the procedure set forth below), The Drooling Dog
will issue a credit to Customer equal to and not to exceed in any calendar
month one day's worth of the Access Fee (as defined below) paid by Customer for
such month. The terms of this
Access Fee Definitions
For dedicated server Customers, the Acess Fee
consists solely of the base monthly fee paid by Customer for standard server
packages, including the use of the server, the use of electricity to the extent
provided to the Customer without additional charge, and up to the amount of
data transfer allowed each month without additional charge. The Access Fee for
purposes of the
The Access Fee for all other Customers is the base monthly access fee paid by
Customer for use of the applicable The Drooling Dog service at the amount of
data transfer allowed each month without additional charge, excluding set-up
fees, fees for additional services, and for server and other types of options.
Such excluded fees will vary by the type of applicable service, and could
consist of fees for local loop, extra and/or burstable
bandwidth, add-on components, extra IP addresses, hourly support charges,
electricity when an additional fee is charge for such an item, and managed
services. This list of potentially excluded fees is offered solely for purposes
of illustration and not by way of limitation.
Exceptions
Notwithstanding anything in the SLA to the contrary, Customer shall not receive
any credits under this
Measurement
The Drooling Dog will periodically (on average every 15 minutes) measure The
Drooling Dog at Selected POPs using software and
hardware components capable of measuring application traffic and responses at
such Selected POPs. Customer acknowledges that not
every POP may be covered by such measurements, that such measurements may not
measure the exact path traversed by Customer's packets, and that such
measurements constitute measurements across The Drooling Dog but not other
networks to which Customer may connect. The Drooling Dog reserves the right to
periodically change the measurement points and methodologies it uses without
notice to Customer.
Credit Request and Payment Procedures
Requests for credits must be made on the Web site designated by The Drooling
Dog. Each request in connection with a Network Outage must be received by The
Drooling Dog within seven days of the Network Outage. Each request in
connection with Average Round-Trip Latency or Average Packet Loss in a calendar
month must be received by The Drooling Dog within seven days after the end of
such month.
Each validly requested credit will be applied to a Customer invoice within 2
billing cycles after The Drooling Dog's receipt of such request. Credits are
exclusive of any applicable taxes charged to Customer or collected by The
Drooling Dog, and are subject to the caps described in the various SLA
categories.
Notwithstanding anything in this SLA to the contrary, the total amount credited
to a Customer in connection with Network Outages, Average Round-Trip Latency,
and Average Packet Loss shall not exceed in any calendar month, when combined,
the Access Fee paid by Customer for such month. In addition, the total amount
credited under this
General
The Drooling Dog reserves the right to change or modify this