Shared Access (Residential and most common Business connections)
This SLA Methodology summary sets forth the Service Level Agreement (SLA) applicable to the Shared Internet Access (SIA) family of services provided by liNKCity. liNKCity’s SIA Services shall be subject to the SLA set forth in the applicable Terms and Conditions detailed herein. liNKCity’s Dediated Internet Access services are not eligible for this SLA. This SLA is effective as of the first day of the first whole calendar month after initial SIA Service installation.
A. Network Availability:
The goal of liNKCity’s Backbone Network is an “Availability of” 99.99% of the time in delivering traffic to/from other Tier I ISP locations on the liNKCity Backbone measured over a calendar month. Network Availability shall be calculated based on an aggregate monthly measurement average between liNKCity’s Core Network and the Tier I endpoints within the city.
Any calculation of Network Availability shall not include any unavailability resulting from (a) scheduled Network maintenance; (b) the occurrence of a Force Majeure event, (c) unavailability of one of the two Tier I endpoint, or (c) the failure of non-service impacting equipment or systems responsible for network measurements..
B. Network Latency:
liNKCity’s aggregate monthly average, roundtrip Core-to-Core latency on the Backbone Network shall attempt to be 40.0 milliseconds or less between Core locations on the liNKCity Backbone. Aggregate monthly roundtrip latency shall be calculated based on the geometric mean of regular measurement samples between Core Network endpoints within the North Kansas City.
Any calculation of Network Latency shall not include any failure attributable to (a) scheduled Network maintenance; (b) the occurrence of a Force Majeure event, or (c) the failure of non-service impacting equipment or systems responsible for network measurements.
C. Network Packet Loss:
liNKCity’s aggregate monthly average packet loss between Backbone and Tier I endpoints shall attempt to not exceed 0.3%. Packet Loss shall be calculated based on the arithmetic mean of aggregate monthly measurements between Backbone and Tier I endpoints within North Kansas City.
Any calculation of Network Packet Loss shall not include any failure attributable to (a) scheduled Network maintenance; (b) the occurrence of a Force Majeure event, or (c) the failure of non-service impacting equipment or systems responsible for network measurements.
Figure 1: Shared Internet Access Service SLA Boundaries
Figure 1: Shared Internet Access Service SLA Boundaries
D. Internet Service Availability:
liNKCity’s Shared Internet Access Service will attempt to be available to Customers 99.9% of the time in a calendar month. “Service Unavailability” exists when a particular Customer’s Internet connection is unable to transmit and receive IP Packets to/from On-Net Hosts and liNKCity records such failure in the liNKCity trouble ticketing system (“Impaired SIA Service”). An On-Net host is defined as any Layer 2-enabled equipment owned and operated by liNKCity that responds to ICMP commands such as PING or TraceRoute. Service Unavailability is measured from the time liNKCity has actual knowledge of a service outage and a trouble ticket is opened, either in response to notification by the Customer or in response to alarms from internal network management systems, to the time Customer’s Impaired SIA Service is again able to transmit and receive IP Packets from liNKCity On-Net Hosts.
If liNKCity fails to meet the above Internet Service availability the following options are available to customers: helpdesk@linkcity.org is available anytime. Normal Business Hours for liNKCity are Monday to Friday from 8:00am to 5:00pm with the exception of Holidays. liNKCity support can also be contacted by phone at 816-412-7990 at any time. After hour support begins after 5:00pm till 7:59am Monday to Thursday. Weekend after hour support begins 5:00pm till 7:59am Monday.