Service Level Agreement (November 2006)

• Operate a trouble ticket system available for access by designated members of Educational Institution.


• Trouble ticket system shall be available at least 99% of the time.


• Deploy a means of classifying "tickets" and responding:
  • Urgent, path to resolution within 60 minutes
  • High, path to resolution with 24 hours
  • Medium, path to resolution within 72 hours
  • Abuse, path to resolution within 5 business days
  • Low (research and data collection action)
  
  The classification of a ticket may be set by the reporting campus and subsequently altered at that campus's request.


• Operate the network backbone such that there will be no more than two outages, not to exceed fifteen minutes each, on a given DC backbone router per month, and no more than four outages, not to exceed thirty minutes each, on a given HPR backbone router per month. Outages due to scheduled maintenance are excluded from this. The lower availability target of the HPR network reflects the experimental nature of that network and the likelihood that this experimental usage will result in a lower level of availability.


• Operate the network backbone such that round-trip latency and jitter from a central measuring point in Los Angeles (to be installed by end of FY 06-07) to each backbone router does not exceed an average of 80 milliseconds over a 5 minute period.


• Operate the network backbone such that packet loss to or from a central measuring point in Los Angeles to each backbone router does not exceed an average of 0.1% over a 5 minute period.


• Enforce SLAs with vendors for access circuits, fiber, backbone and access hardware, and pursue any outage credits due under those SLAs, and apply those credits to the associate(s) impacted by the outage. Outages due to failure in such third-party equipment or services are not counted in the monthly outage limits that define meeting or failing this SLA.


• Any educational institution not receiving service in accordance with the above should bring the information to the attention of the CENIC Board of Directors via email to sla@cenic.org for determination as to appropriate corrective actions.


• Provide periodic reports to the Board of directors on the following service level measures:
  • Trouble ticket availability
  • Backbone outages
  • Latency and jitter
  • Packet loss