This Managed Services Agreement (“Agreement”) is a component of the Master Services Agreement (“MSA”) between Colohouse dba Netrouting (“Colohouse”) and Customer (“Customer”). The purpose of this Agreement is to outline the managed service standards by which Colohouse ensures to deliver Managed Services to Customer. Subject to the terms and conditions of the MSA, Colohouse will use commercially reasonable efforts to deliver Managed Services in accordance with the rigorous Service Level Objectives (“SLA Objectives”) set forth below. The SLA Objectives and Service Level Credits specified below do not apply to any Customer Equipment and/or any issues or disruptions arising therefrom or a Force Majeure event.
1. SERVICES
Customer is committing to Colohouse Managed Services for network infrastructure, meaning that Colohouse will take operational control over all switches, routers and other equipment as specified in the “Managed Services Assets List”, on the final page of this Agreement.
2. RESPONSIBILITIES
Colohouse agrees to monitor, secure, maintain and optimize the network devices and the physical network infrastructure underlying the Managed Services on a 24x7x365 basis. Customer agrees that the Managed Services are subject to the technical limitations of the devices being managed and the equipment and our infrastructure.
3. AVAILABILITY
Colohouse is committing to a monthly 99.5% uptime.
4. RESPONSE
Colohouse will use commercially reasonable efforts to ensure that Customer receives the best support available, 24 hours a day, 7 days per week as outlined in the Guarantees in paragraph 6
5. PRIORIES
The Colohouse response and resolution standards apply only to critical errors impacting Customer’s infrastructure.
1. Example: A router which is offline is considered a critical error whereas a prefix list update request is not.
– A failure to provide redundancy: If at management level, a router part of the infrastructure’s redundancy is operating at a degraded performance.
– Missing configuration backups. If backups of router configuration are not available.
2. Other common problems that are considered critical are not limited to:
– A configuration change: such as configuring a new vlan or subnet.
– An inactive or non-functioning link or session with Colohouse or third-party carrier that is not crucial to the fault tolerance of the infrastructure.
6. GUARANTEES
In adherence to this commitment, Colohouse commits that:
| SLA Objective | Standard | Service Level Credit |
|---|---|---|
| Initial response time | All Managed Services tickets will be acknowledged within 5 minutes of receipt into the Colohouse ticketing system | • 1 to 30 minutes during month – 10% of Managed Services MRC • 31 to 120 minutes during month – 20% of Managed Services MRC • 121 minutes to 6 hours during month – 50% of Managed Services MRC • More than 6 hours during the month – 100% of Managed Services MRC |
| Response time to begin troubleshooting | Remote hands response time (technician replies to customer support issue in order to begin troubleshooting) will not exceed: • 30 minutes M-F, 7AM to 8PM local time. • 90 minutes M-F, 8PM to 7AM local time, weekends or holidays. | • 1 to 30 minutes during month – 10% of Managed Services MRC • 31 to 120 minutes during month – 20% of Managed Services MRC • 121 minutes to 6 hours during month – 50% of Managed Services MRC • More than 6 hours during the month – 100% of Managed Services MRC |
7. NOTIFICATIONS Colohouse will use commercially reasonable efforts to ensure that Customer is proactively informed of any changes, scheduled maintenance and critical maintenance.
| SLA Objective | Standard | Service Level Credit |
|---|---|---|
| Notification for Changes | • 24 hour prior notice • Notice within 24 hours of completion | 5% of MRC per each Proactive Notification violation incident during a month up to a maximum of 50% of Managed Services MRC |
| Notification for Scheduled Maintenance | • 72 hour prior notice • Notice within 24 hours of completion | 5% of MRC per each Proactive Notification violation incident during a month up to a maximum of 50% of Managed Services MRC |
| Notification for Critical Maintenance | • Immediate notification • Notice within 1 hour of completion • Notification on cause and fix of incident and potential impact within 2 business days of completion” | 5% of MRC per each Proactive Notification violation incident during a month up to a maximum of 50% of Managed Services MRC |
8. SERVICEABILITY
Managed Services may not be available at certain times as a result of technical difficulties or equipment malfunctions; during scheduled maintenance; or as a result of circumstances beyond reasonable control.
9. OPERATION
Customer will open a ticket via the Colohouse Netrouting Managed Services portal or send an email to support@netrouting.com. Customer may escalate a ticket at any time by calling our 24x7x365 Network Operations Center at +1-305-709-0539.
10. RESOLUTION
| SLA Objective | Standard | Service Level Credit |
|---|---|---|
| Resolution time for regular tickets | All Managed Services tickets will be resolved within 48 hours of receipt into the Colohouse ticketing system. | 5% of MRC per each regular ticket violation incident during a month up to a maximum of 50% of Managed Services MRC |
| Resolution time for critical tickets | All critical Managed Services tickets will be resolved within 4 hours of receipt into the Colohouse ticketing system. | • 4 to 6 hours during month – 25% of MRC • 6 to 12 hours during month – 50% of MRC • More than 12 hours during the month – 100% of Managed Services MRC |
11. SYSTEM REQUIREMENTS
Colohouse will offer Managed Services if and only when Customer complies with common industry standards in terms of deployment of redundant network equipment and connections. For example: Colohouse will not guarantee a 99.5% uptime guarantee if Customer is operating their network on one (1) router and one (1) public internet connection.
