Network SLA

SERVICE LEVEL Agreement

This SERVICE LEVEL agreement sets forth the terms and conditions of which Triton Networks, LLC (Triton) will provide certain customer services, support, and maintenance based on specific products and services within agreeable service level expectations and commitments to both parties.

Service Ordering Process

Orders are processed by a dedicated team with knowledge of Triton pricing and offerings being provided to CUSTOMER specifically for agreed upon by Triton Networks and Customer. Customers will have access to Orders directly at:
(844) 570-0555, Opt 3 or
orders@tritonnet.com.

Scalability

Resources are scaled based on regular Triton managerial assessments of incremental work volumes, productivity, and efficiencies. Internal employees qualified for movement may be re-assigned to critical projects to support fluctuations in volume.

Installation SLA shall be based on committed installation intervals listed below or due dates negotiated between Triton Networks, CUSTOMER, and Customer. Each project order will be assigned to a Service Delivery Technician or a Customer Project Manager.

Business Internet: Serviceable - 30 days from order acceptance
Ethernet Fiber based services: Serviceable - 30 days from order acceptance
Managed Equipment services: 30 days post installation of underlay transport services
UCAAS / VOICE services: 10 days post installation of underlying transport services
Orders requiring construction: The complexity of the scope of work will determine the estimated completion time. Once construction requirements are identified the project manager will communicate with the customer the estimated completion date.

Timeline to meet customer SLAs (Service Level Agreements)

Owner

Day 1 Send the customer an email notification of receipt of order acceptance. SSR

Day 2-3 Complete order acceptance, verification, and entry into work systems (Triton T2)

Day 4 Order is assigned to Technician or CPM in work systems. All communication will flow through the Technician CPM. This communication approach can be customized as a customer or CUSTOMER Program Manager preference.

Day 4-5 CPM reviews order documents and sends Order Receipt notification CPM

Day 5 Provide Initial Scope of Work (SOW) to customer based on pre-sales survey with estimated milestone dates and a projected date for provision of the updated SOW.

Day 6-10 Verify Contact Information and Billing Structure (for multi-site orders) / Schedule Post Sale Walk Out (PSWO) on Calendar, send Outlook invite to customer.

Day 10 ·Project Implementation (PI) call will be scheduled within ten days of the order acceptance. Invites to the call can include representatives of the customer’s technical organization, the Account Executive, Program Manager, Sales Engineer, Customer, Fiber PM, and others as appropriate. Meeting notes with any action items or customer requests will be distributed following the PI call. The CPM will populate the “Customer Desired Due Date” (CDDD).

Project Implementation call guidelines

Introductions / Verify Contact Information
Project Scope Review – Products, locations, bandwidth, handoffs, duplex settings
Identify site contact & DMARC location
If Managed Services, review configurations
Review environmental / power requirements
Review equipment specifications
Review major milestones, timeline for installation, and customer expectations
Review Triton activation and billing policies
During CPM Kick Off Call CSM will identify and obtain the name and email addresses for individuals needing access to the Trouble Ticket Reporting Tool.

Turn Up

If additional coordinated turn up is required. The Technician or CPM will work with the customer to coordinate on site access, schedule on the core calendar a network engineer for a coordinated call and send the customer an Outlook Invite.

Expedite Requests

No standard expedite process, we will make every attempt to accommodate requests outside of standard operating processes.

Escalation Process for Orders in Progress

Escalations can and will be accepted and accommodated to the best of our abilities.

Triton Networks Network Operations Center and Customer Support

Triton (NOC) Network Operations Center is 24x7x365

Customers will have access to Triton Network Operations Center directly at:
(844) 570-0555, Opt 2 or
helpdesk@tritonnet.com

The Network Availability SLA Service parameter is to be not less than 99.99% for all Customer Ports and Classes of Service, excluding Broadband Services. (2) Network Availability will be calculated as the percentage of time during a month that the network is capable of accepting and delivering Customer data during the measurement period.

Network Availability includes the Ethernet core network and the local loop. Network outage time during maintenance windows will be excluded from Network Availability calculations.

The calculation for Network Availability for a given month is as follows:

Network Availability (1) = [(24 hours x days in the month x 60 minutes x number of Customer Ports in the LATA) – network outage time] / (24 hours x days in the month x 60 minutes x number of Customer circuits).

The Customer shall: (1) notify Triton within 45 days after the end of any calendar-month for which Network Availability fails to meet the committed level; and (2) request a Service credit. Upon verification by Triton that actual Service performance for Network Availability failed to meet the committed level, Triton Networks will issue credit to the Customer in an amount equal to 10 percent of the MRC for all Customer circuits under contract.

SLA- Credit Allowance for Service Interruptions

Service is considered to be interrupted when it becomes unusable because of a failure of a facility component used to furnish Service under this Service Guide. The interruption must result in the complete loss of Service. An interruption period starts when an inoperative Service is reported to Triton and ends when the Service is operative.

The credit allowance for an interruption or for a series of interruptions shall be calculated based on the applicable monthly rate for the circuit (or Ports) which were interrupted, including the other rate elements associated with that Port (CIR, repeater, etc.). No credit shall be applicable to other Ports on the network that were uninterrupted, even if they were unable to connect to an interrupted Port.

No credit shall be allowed for an interruption period of less than 30 minutes. The Customer shall be credited for an interruption of 30 minutes or more at the rate of 1/1440 of the monthly charges for the facility or Service for each period of 30 minutes or fraction thereof that the interruption continues after the initial 30-minute interruption.

(1) Measured performance will be rounded to the nearest hundredth (decimal place). For example, 99.985% will be rounded to 99.99%.

(2) Triton will not offer credit allowance on Best Effort Broadband Network Services.

SLA Exclusions

The SLA provisions, measurements, and eligibility for credit shall exclude conditions wherein Service performance was adversely affected by any of the following conditions:

Any cause beyond Triton’s reasonable control (force majeure events) including, but not limited to, acts of war, civil disturbances, acts of civil or military authorities or public enemies, earthquakes, hurricanes, floods, fires, storms, tornadoes, explosions, lightning, power surges or failures, fiber cuts, strikes, or labor disputes;
Failures of any structures, facilities, or equipment provided by the Customer or its contractors, equipment vendors, or by any carrier or service provider other than CUSTOMER services;
Interruptions caused by the negligence of the Customer or End User;
Interruptions of a Service during any period in which Triton, or its customers is not afforded access to the Premises where the Service is terminated;
When Triton and the Customer negotiate the release of Service: (1) for maintenance purposes; (2) to make rearrangements; or (3) to implement an order for a change in Service, a credit does not apply during the negotiated time of release;
Periods when the Customer elects not to release the Service for testing and/or repair and continues to use it on an impaired basis;
Data loss during Carrier or Service Provider’s scheduled maintenance windows;
Data exceeding subscribed CIR; and/or
Failures of any structures, facilities, or equipment on the Customer’s side of the demarcation point.

The total credit amount of any allowances for interruptions and SLA credits applicable in a given month shall not exceed 100 percent of the monthly recurring charge for the Port and associated rate elements.

Available Proactive Care Services

Triton offers clients Priority Care Service for Midmarket Enterprise Services (MES) Business Customers. This service provides clients with access to a Technical Services team and after-hours support for their critical severity service instances. This Technical Services team works closely with customer operations to manage:

Ticketing System of Record: Triton Customer Care and Support team works directly within the Triton ticketing system to enter and classify carrier tickets according to severity. The team members will monitor tickets and respond to service requests in accord with the service level objectives outlined below.

Root Cause Analysis (RCA): Triton will provide an initial reason for outage (RFO) at the time the incident is resolved. RCAs are only provided on SEV1 incidents. An initial RCA will be provided within 5 business days after ticket resolution. A final RCA will be provided within 10 business days after ticket resolution.

Stewardship Reporting: Service requests will be reviewed with Client on a regular basis depending on business need. Including:

Usage and Reporting requirements as needed.
Management of Data Usage and Usage Alerts

Escalations: Triton will automatically escalate calls based on the severity and duration as outlined in the Classification of Incidents table below. In addition, an escalation call path will be provided so that the Customer will be able to escalate to Triton service management if there are concerns regarding an open service incident.

Classification of Incidents	Service Level Objectives	Triton Escalation Path
Critical/Severity Level 1: Network outage causing 20 or more devices to experience loss of connectivity or degraded service. (SEV 1)	• Initial Response Provided: 30 Minutes. • Incident Updates Provided: Every 2 hours.	• 1st Escalation: Level 1 (30 Minutes). • 2nd Escalation: Level 2 (2 Hours). • 3rd Escalation: Director (6 Hours from ticket opening).
Major/Severity Level 2: Network outage causing 5 or more devices to experience loss of connectivity or degraded service. (SEV 2)	• Initial Response Provided: 30 Minutes.	• Escalation Path: Manager (6 hours).