Master Service Agreement
INTERNET & COLOCATION SERVICES
SERVICE DESCRIPTION AND TERMS AND CONDITIONS
Last revision on: September 15, 2015
PART I -GENERAL & PART II –SERVICES
This Service Description and Terms and Conditions for Internet Services (the “Service Provisions”) constitute part of any agreement (the “Agreement”) between VivosWeb Inc. (VIVOSWEB AND/OR STABLE NETWORKS) (the “Supplier”) and the Customer identified in the Agreement (the “Customer”) which expressly incorporates by reference these Service Provisions. These Service Provisions and any other Terms and Conditions, Policies, Service Descriptions and other provisions expressly incorporated by the Agreement collectively constitute the “Terms and Conditions”. The Agreement and all Terms and Conditions collectively constitute the “Service Agreement”.
Application of Terms and Conditions
These Service Provisions provide a description of, and the terms and conditions that relate specifically to, the particular “Services” (as defined herein) being provided by the Supplier to the Customer. These Service Provisions together with the other parts of the Service Agreement comprise the entire basis and agreement upon which the Services are provided by the Supplier to the Customer.
“Supplier’s Network” means the telecommunications network operated by the Supplier.
“Services” or “Internet Services” means a telecommunications data service which provides the Customer with interconnection to the Internet through the Supplier’s Network to the global Internet backbone. The Services are provided between the Customer location and the Supplier’s Network using the rate-limited VLAN identified in the Agreement.
1. “VLAN” or “Virtual Local Area Network” means a connection of two locations within Supplier’s Network so as to create therein an Ethernet virtual local area network that enables data transfer between the locations connected by the same virtual network and prevents data transfer between locations that are not part of the same virtual network.
2. “Bandwidth Profile” means the enforcement of the transmission capacity of the Services provided to the Customer by the Supplier’s Network to any transmission capacity attributes and parameters identified in the Agreement.
Definitions in Service Agreement
Terms used and not defined herein shall have the meanings given thereto elsewhere in the Service Agreement.
Provision of Services
The Supplier will use commercially reasonable efforts to provide the Services to the Customer in accordance with the Services Agreement. Notwithstanding this, inasmuch as the Services are provided to the Customer, in whole or in part, through services provided to the Supplier by a third party, the Services are provided “as is” and “as available” and without warranty or representations of any nature whatsoever, express or implied. Specifically, the Supplier does not warrant or guarantee: (i) error-free or uninterrupted use or operation of the Services; (ii) that data will be transmitted or received in uncorrupted form or within a reasonable period of time or will not be intercepted; (iii) that other users will not gain access to your computer; or (iv) that any content accessible through the Services will be free of viruses, spam or other harmful components or will not be subject to caching at intermediate locations on the Internet. The Supplier is not responsible for degradation or interruption of the Services due to any reason whatsoever, including mechanical or technical failure or excessive use. The Customer will not be entitled to any refund or other compensation whatsoever for any degradation or interruption of the Services except as expressly provided for herein. The Supplier assumes no responsibility for the Customer’s use of the Internet in connection with the Services.
Privacy and Security
The Supplier cannot and does not guarantee privacy for Internet users. Messages on the Internet may be subject to third party interception and review. The Customer shall be responsible for establishing and maintaining appropriate security measures to control access to the transmissions of the Customer. Interference caused to the Supplier’s Network as result of the Customer’s failure to properly secure its computer system shall entitle the Supplier to terminate the provision of the Services to the Customer immediately and without notice to the Customer, and upon any termination on such account all payments under the Services Agreement not yet paid to the Supplier by the Customer for the balance of what would have been the Term shall become immediately due and payable by the Customer
TERM AND TERMINATION
The Service Agreement shall be effective as of the time frame set forth on the Order Form. Service may be terminated by either party by providing a 60-day written notice for all monthly services. Service may be terminated upon the other party breaches any material obligation provided hereunder by providing a written notice to the other where the breaching party fails to cure such breach within thirty (30) days of receipt of the notice. This Agreement may be terminated by Company (i) immediately if Customer fails to pay any fees hereunder; or (ii) if Customer fails to cooperate with Company or hinders Company’s ability to perform the Services hereunder.
In the event that the Customer runs both Internet and Ethernet Relay (Transparent LAN) Services over the same access to the Supplier’s Network then the Customer should install a firewall to separate its private LAN and Internet traffic. The Supplier shall not have any liability whatsoever to the Customer, howsoever caused, if an Internet connection is used to gain access to the Customer’s local area network.
IP Addresses Provided by Supplier
Upon request by the Customer, the Supplier will, as part of the Services, provide IP addresses for use by the Customer. The number of IP addresses provided by the Supplier to the Customer shall be the minimum “/30” CIDR allocation unless the Customer can initially and continually justify a need for a greater number supported by sufficient information provided to the Supplier in the form stipulated by the Supplier and payment is made therefor in accordance with the Service Agreement. If, at any time and from time to time, the IP addresses allocations requested by the Customer from the Supplier would, in the aggregate, exceed a “/20” CIDR allocation, then the Customer will be required to make its own application to a Regional Internet Registry (“RIR”) for an Internet address allocation. If the Supplier provides the Customer with an Internet address allocation, then the Customer agrees that the Supplier may provide its RIR with the information with respect to the Customer sufficient to satisfy the RIR’s “Shared Whois Project” (SWIP) requirements, and the Customer agrees to provide the Supplier with all information required by the Supplier for such purposes. All IP addresses provided by the Supplier to the Customer must be routed through the Supplier’s Network. The Customer will have no property or other interest in the IP addresses provided to the Customer by the Supplier except for the right to use the IP addresses during the term of the Service Agreement. Upon expiry or other termination of the term of the Service Agreement all IP addresses provided by the Supplier to the Customer shall revert, and be returned by the Customer, to the Supplier.
IP Addresses Provided by Customer
In the event that the Customer intends to use its own IP address allocation, then the Customer must: (i) provide a LOA (Letter of Authorization) or other sufficient justification satisfactory to the Supplier that the owners (as defined by the particular Regional Internet Registry) of all such IP address allocations consent to the announcement thereof by the Supplier; and (ii) demonstrate efficient use of such allocation prior to requesting any IP address allocation from the Supplier.
The Services are subject to a data transfer limit only if so indicated in the Agreement. If the Services are subject to a data transfer limit and the Customer exceeds the applicable limit, then: (i) the Customer shall pay the Supplier for the excess usage of the Services at the rate therefor identified in the Agreement; and (ii) the Customer may choose to switch to a plan for payment for the Services that is not usage based by contacting the Supplier and contracting for the switch in payment plans.
Requests for Assistance
All requests by a Customer for assistance in respect of the Services shall be made in accordance with Part VII of the General Commercial Terms and Conditions comprising part of the Service Agreement.
PART III –SERVICE LEVELS
The Supplier’s “Service Level Objectives” with respect to the Services are:
(i) Latency: a maximum one-way trip transmission delay of ten milliseconds between intra-regional points-of presence (POPs) of the Supplier;
(ii) Packet Loss: 0.1% or less within the Supplier’s Network; and
(iii) Throughput: the Customer’s Bandwidth Profile identified in the Agreement within the Supplier’s Network.
and, while the Supplier will use commercially reasonable efforts to achieve the Supplier’s Service Level Objectives, the Supplier shall not have any liability to the Customer should the Supplier fail to achieve any of the Service Level Objectives.
1. “Latency” is the one-way delay measured between when the first bit of a Service Frame enters the ingress UNI to when the last bit of the same Service Frame leaves the egress UNI.
2. “Packet Loss” is the percentage of “in-profile” Service Frames not reliably delivered between UNIs over a calendar month.
3. “Throughput” is the amount of 256 byte Service Frames in both ingress and egress directions that Supplier’s Network will deliver under normal operating conditions.
Mean Time to Restore Services
The objective of the Supplier is to have a mean time to restore (“MTTR”) an interruption of the Services of four hours. While the Supplier will use commercially reasonable efforts to achieve such objectives, the Supplier shall not have any liability for failing to achieve such objectives except for the provision of SLA Credits in applicable circumstances in accordance with other provisions of these Service Provisions.
Service Level Agreement & SLA Credits
In the event, and in each event, that Interruption Time in relation to the Services exceeds forty-five (45) minutes then, if and only if requested in writing by the Customer within ten days of the end of the calendar month in which the Interruption occurred, on the next invoice by the Supplier to the Customer, the Customer shall be credited with an “SLA Credit” equal to one thirtieth (1/30th) of the Monthly Recurring Charge for the Services: (i) for the initial forty-five (45) minutes of Interruption Time; and (ii) for each full one hour of continuous Interruption Time following the initial forty-five (45) minutes of Interruption Time.
“Interruption Time” is the time that the Services are not available for use by the Customer. Interruption Time begins when the Supplier opens a “Service Ticket” in response to an interruption in the provision of the Services reported to the Supplier by the Customer and the Customer releases the affected circuit(s) to the Supplier for testing and repair and ends upon the earlier of: (i) when the Service Ticket indicates the Services are no longer interrupted; and (ii) the return of the affected circuit(s) for use by the Customer.
Exclusions from Interruption Time
Interruption Time does not include time when the Services are not available to the Customer due to: (i) interruptions for the purposes of allowing the Supplier to maintain, repair, implement a request from the Customer in relation to, upgrade or change the Supplier’s Network, a Local Loop or the Customer’s Services; (ii) interruptions not reported to the Supplier; (iii) interruptions due to Force Majeure; (iv) interruptions and delays caused by the Customer (including delays in the Customer providing the Supplier access to facilities to investigate or correct interruption of service and resulting from breaches or non-compliance by the Customer of its obligations under the Service Agreement); (v) interruptions and delays caused by third parties (including denial of service attacks); (vi) the failure of equipment, systems or services not controlled by the Supplier; (vii) public Internet interruptions or loss of performance; and (viii) transient service degradation of short duration which clears before any repair action is taken.
Limit on SLA Credits
In no event shall the total of all SLA Credits relative to the Services provided to a Location during a calendar month credited to the invoice to the Customer relative to the particular calendar month exceed the amount of the Monthly Recurring Charge for the Services provided to the particular Location for the particular calendar month to which the invoice relates. There shall be no carryforward or carryback of any SLA Credits to a calendar month other than the calendar month in which occurred the Interruption Time to which the SLA Credits relate. There shall be no carryover of any SLA Credits to apply against the charges by the Supplier to the Customer for any other service provided by the Supplier to the Customer. The Customer shall not be entitled to any credits or other compensation from the Supplier with respect to the provision of the Services except those expressly provided therefor herein.
SLA Credits Apply Only With Respect to Supplier’s Network
Supplier will provide SLA Credits only in relation to traffic over Supplier’s Network. In the event that a Location of the Customer is provisioned through a network not owned or operated by the Supplier then no SLA Credits will be provided in relation to traffic originating from or received at such location.
PART IV – COMMUNICATION METHODS
The acceptable communication medium to report interruption of service will be by the following methods:
1. Helpdesk – Available at http://www.vivosweb.com/portal/
2. Email – Via email reports to [email protected]
3. Telephone – Via our telephone number 905-574-1010
4. Web chat – Via our online chat service on our company website.
All such reports via the above methods will fall within our acceptable methods for calculating SLA (“Service Level Agreement”) credits and to determine MTTR (“Mean time to restore”) levels.