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Proprietary and Confidential
1129V1
Excel Telecommunications
IP Trunking Service Level Agreement
This Service Level Agreement (as in effect from time to time, this “SLA”) applies to the Excel
Telecommunications IP trunking service. This SLA and the accompanying Service Promise (as
in effect from time to time, the “Service Promise”) are separate from the IP Trunking Service
Agreement (the “Agreement”) entered
into between you (“Customer”) and Excel
Telecommunications (“Excel”).
Excel Network Availability
SLA: Excel’s network availability service level for its IP trunking Service (measured End-to-
End) has been established to be an average network availability of 99.99% during any calendar
month (the “Network Availability Service Level”).
Scope: This Network Availability Service Level applies only to Excel IP trunking service
provided within the contiguous United States. This Network Availability Service Level applies
only to Excel’s dedicated access customers and excludes any access out of Excel’s control
including best effort services like the Public Internet IP trunking service measured End-to-End.
Measurement: This service level compares the average network availability, End-to-End, during
any calendar month for Excel IP trunking service using the network availability objective stated
above. Subject to the exclusions set forth below in this SLA, scheduled Outages will be used in
the calculation of network availability. In order for a service interruption to be considered as an
unscheduled Outage for calculation of network availability, Customer must open a trouble ticket
with Excel for the service interruption no later than two (2) business days from and after the day
on which the interruption occurred and Excel must verify the interruption is an unscheduled
Outage. Trouble tickets opened for slow data transmission or other similar service degradations
are not deemed to be valid outages.
Remedy: Customer shall notify Excel if Customer has reas