Verizon IP Contact Center (IPCC) SLA
Overview
Verizon offers the following performance Service Level Agreements (SLAs) covering Jitter, Mean Opinion Score (MOS), Network Availability and Time To Repair (TTR) to those Verizon IPCC customers who use Verizons Internet Dedicated Service or Private IP Service for transport. No SLA credits will be given if an SLA standard is not met due to reasons of force majeure (as defined in the Guide or applicable Service Agreement).
Demarcation: The demarcation points of this SLA are defined as the Verizon VoIP Network Gateways (Inbound) and the Verizon Gateways (Outbound) for TDM-terminated calls, and the Verizon VoIP Network Gateways (Inbound) and Session Border Controllers (Outbound) for TDM-to-IP-terminated calls. Associated originating and terminating Network infrastructure, such as Network switching and access facilities, are not covered by this SLA.
IPCC Jitter Service Level Agreement (Contiguous U.S. and Europe)
Also known as delay variation, jitter is defined as the variation or difference in the end-to-end delay between received packets of an IP or packet stream. Jitter is usually caused by imperfections in hardware or software optimization or varying traffic conditions and loading. Excessive delay variation in packet streams usually results in additional packet loss which detrimentally affects voice quality.
The Jitter SLA provides that Verizon’s Internet network (as defined in the Guide) monthly jitter performance will not exceed 1.0 millisecond on average. Performance is measured by periodically collecting data across the Internet network, from which a monthly average is derived.
Click here to view Jitter performance statistics.
Credit Process
To receive credit for a Jitter SLA claim, Customer must submit its request using the standard “Invoice Inquiry” process available on the Verizon Enterprise Center (“VEC”) within 30 business days after the month in which the SLA was not met. Customer must provide all required information (e.g., account number). Verizon’s Customer Support department will use the backbone statistics on its web site to verify that the Jitter SLA was not met.
If Verizon Customer Support confirms Customer's claim (i.e., that the Jitter SLA was not met), then Customer shall receive a credit to its account equal to one day's share of the Monthly Recurring Charge (MRC) for VoIP Inbound Subscription (for non-optimized) or the equivalent to one day's share of the MRC for VoIP Inbound Subscription (for optimized).
IPCC MOS Service Level Agreement (Contiguous U.S. and Europe)
Mean Opinion Score (MOS) is a measure (score) of the audio fidelity, or clarity, of a voice call. It is a statistical measurement that predicts how the average user would perceive the clarity of each call. The MOS SLA provides that the Verizon’s Internet Network (as defined in the Guide) MOS will not drop below 4.0 where MOS is calculated using the standards-based E-model (ITU-T G.107). Performance is measured by periodically collecting data across the Internet network, from which a monthly average is derived.
Click here to view MOS performance statistics.
Credit Process
To receive credit for a MOS SLA claim, Customer must submit its request using the standard “Invoice Inquiry” process available on the Verizon Enterprise Center (“VEC”) within 30 business days after the month in which the SLA was not met. Customer must provide all required information (e.g., account number). The Verizon Customer Support department will use the backbone statistics on its web site to verify that the MOS SLA was not met.
If Verizon Customer Support confirms Customer's claim (i.e., that the MOS SLA was not met), then Customer shall receive a credit to its account equal to one day's share of the MRC for VoIP Inbound Subscription (for non-optimized) or the equivalent to one day's share of the MRC for VoIP Inbound Subscription (for optimized).
Network Availability Service Level Agreement
The IPCC Network Availability SLA provides that the IPCC services will be available to process calls at least 99.9 percent of the time as measured on a monthly basis by trouble ticket time.
The Service is considered not available for the number of minutes that a Trouble Ticket shows the Service was not available to Customer. The unavailable time starts when (i) the Customer opens a Priority 1 Trouble Ticket with Verizon Customer Support [(800) 900-0241 or other telephone number provided to Customer] and (ii) provides Verizon with permission to test the affected Telephone Number(s). Upon Verizons reasonable request, Customer will cooperate with and assist Verizon in the controlled testing of affected service elements. The unavailable time stops when the trouble ticket has been resolved and the Service is again available to Customer.
Customer must open a Trouble Ticket with Verizon Customer Support while it is experiencing a Service problem. The associated Trouble Ticket(s) will record the calculation of unavailable time attributable to Verizon. One ticket can be submitted for simultaneous issues with different VoIP Inbound services, however, the individual Verizon Inbound Local Origination numbers, IP Toll Free and/or Route Plans affected must be identified in the ticket.
Where monthly Availability falls below the percentages specified in the table below, Customer will be entitled to a credit associated with one of the corresponding Availability percentages.
|
Network Monthly Availability* |
|
| Availability Less Than | Credit** |
| 99.90% | 3% |
| 99.70% | 7% |
| 99.60% | 10% |
| 99.40% | 13% |
| 99.30% | 17% |
| 99.20% | 20% |
| 99.00% | 23% |
| 98.90% | 27% |
| 98.80% | 30% |
| 98.70% | 33% |
| 98.60% | 37% |
| 98.50% | 40% |
| 98.30% | 43% |
| 98.20% | 47% |
| 98.10% | 50% |
| * Network Monthly Availability = Total Monthly Minutes (all telephone numbers; based on a 30-day month) minus Total Outage Minutes for affected telephone number(s) (in a month) divided by Total Monthly Minutes. | |
| ** Credits are calculated against Customers total per-minute Toll Free Transport Charges in the affected month. | |
Customer must open a trouble ticket with Verizon Customer Support while it is experiencing a service problem. The calculation of unavailable time is based on trouble ticket times. Should Customer have multiple locations detrimentally affected by an outage, one ticket can be submitted; however, the individual locations affected should be identified in the original ticket.
Credit Process
To receive a credit, Customer must submit its request within 30 business days after the month in which the SLA was not met. Customer must access the online Verizon Enterprise Center at https://enterprisecenter.verizon.com/, open an Invoice Inquiry for SLAs, and provide all required information (e.g., account number). The Invoice Inquiry request must contain: (1) the Trouble Ticket number; (2) the date and time the Trouble Ticket was initiated; (3) the VoIP Inbound number that experienced the service outage and/or Route Plans affected; and (4) the total outage time.
Time To Repair (TTR)
The TTR SLA provides that valid Priority 1 tickets will be resolved in four hours or less. Time to Repair is defined as time taken to restore Service during an Outage based on Trouble Ticket time. Unavailable time starts when Customer opens a Trouble Ticket with Verizon Customer Support [(800) 900-0241] and releases the Service for immediate testing. Unavailable time stops when the Service is again made available to Customer.
Restore times will be based on amount of Outage time attributable to Verizon as recorded in the associated Trouble Ticket(s). The credit calculation shown in the table immediately below is based on the repair time for a given Outage as recorded in the Priority 1 Trouble Ticket.
| Incident Repair Time (equals Total Unavailable Time per affected Telephone number per month) |
Credit (calculated against Customers total per-minute Toll Free Transport Charges in the affected month) |
|
| From Hours:Min:Sec |
To Hours:Min:Sec |
|
| 0:00:00 | 3:59:59 | 0% |
| 4:00:00 | 7:59:59 | 2% |
| 8 Hours + | 4% | |
Credit Process
To receive a credit, Customer must submit its request within 30 business days after the month in which the SLA was not met. Customer must access the online Verizon Enterprise Center at https://enterprisecenter.verizon.com/, open an Invoice Inquiry for SLAs, and provide all required information (e.g., account number). The Invoice Inquiry request must contain: (1) the Trouble Ticket number; (2) the date and time the Trouble Ticket was initiated; (3) the VoIP Inbound number that experienced the service outage and/or Route Plans affected; and (4) the total outage time.
General Conditions
- The appropriate non-compliance credit amount will be credited to Customers account within 90 calendar days following Verizons confirmation of Service Level non-compliance.
- Service credits made by Verizon to Customer under this Service Level Agreement are the sole and exclusive remedy available to Customer with respect to any failure to meet a defined Service Level.
- The total of all credits within any one month is limited to a maximum of 100% of Customers IPCC Service usage charges per VoIP Inbound telephone number affected by any non-compliance with the Service Levels.
Exclusions. No credit will be due to Customer to the extent the SLA is not met because of:
- Any act or omission on the part of the Customer, its contractors or vendors, or any other entity over which the Customer exercises control or has the right to exercise control.
- A Force Majeure event, as defined in the Agreement.
- Scheduled maintenance by Customer or entities under Customers direction or control.
- Scheduled maintenance by Verizon within Verizons maintenance windows.
- Problems unrelated to the IPCC Network including but not limited to IP-IVR Application Program changes, local access origination, and termination segments such as:
- IPCC Network components other than the Network Gateways and Session Border Controllers, IP Network Cloud, IPCC Service Controller, Verizon SCP/NCP and IP IVR Call Treatment.
- Inappropriate IP-IVR Application or Configuration/Routing change(s) made by Customer through the Verizon Network Manager.
- Customer Equipment including, but not limited to Terminating Numbers and/or Inbound and Outbound calls that are not compliant with the IPCC Network Interoperability Specifications.
Definitions. Terms used in this SLA are defined as follows:
| Terms | Definition |
| Outage | Total loss of service or service degradation such that Customer is unable to use the full functionality of the IP Contact Center Service and Customer releases the Service for intrusive testing and resolution. |
| Trouble Ticket | The official record used to document a perceived problem with the Service or an Outage incident. |
| Priority 1 Trouble Ticket | Hard outage whereby there is a complete loss of the IP Contact Center Service or severe degradation that results in Customers inability to receive or complete inbound calls via VoIP Inbound.
|