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<br />Network Services SLA Cogent (Ver, December 2007) <br /> <br />to Cogent Communications, Inc. 2004 <br /> <br />coent <br />g Go-.Kftlrll,!1:A:TIORS <br /> <br />NETWORK SERVICES <br />SERVICE LEVEL AGREEMENT <br />NORTH AMERICA & EUROPE <br /> <br />OpTIcal i1nt.;rrIBt <br /> <br />Tbis Service Level Agreement (SLA) is a part of the customer subscn'ber lIgreement (CSA or AlZreement) between Customer and COGENT. <br />Capitalized tenns used herein that are not defined in this SLA shall have the ineaning attributed to them in the CSA. <br />1. SERVICE COMMITMENT. <br />COGENT is committed to providing a reliable, high-quality network to support its higb~speed network services~. As part of this <br />commitment, COGENT is pleased to offer eligible Customers the foUowing guarantees as concerns the Service in the United States, Canada lInd <br />Europe: <br /> <br />Installation Guarantee <br /> <br />. Network Availability and Notification Guarantee <br />. Network Latency Guarantee <br />. Packet Delivery Guarantee <br />The Notification Guarantee, Latency Guarantee and Packet Delivery Guarantee apply to Cogent Dedicated Internet Aceess Customers only. <br />If COGENT fails to meet any of these guarantees. it will provide eligible Customers with a Servic:e Credit, as set forth below in this Servic:e Level <br />Agreement. <br />2. GUARANTEES. <br />A. INSTALLATION GUARANTEE. <br /> <br />For each of the Services listed below, Cogent guarantees connectivity for Customers will be installed within the corresponding timeframe, as <br />measured from the date lIn order has been validated and entered into Cogent's provisioning system by its Account Coordination team. <br />J 7 business days <br />40 business days <br />60 business days <br />17 business days <br />90 business days <br />. Ethernet Loop: 90 business days <br />An order will not be validated until a signed Order Form and CSA and any other required documentation specified by COGENT. has been received. <br />validated, approved and entered into COGENT's provisioning system by its Account Coordination team. Additional required documentation may <br />include a completed credit application and a completed questionnaire for IP Allocation as well as completed questionnaires for BGP, SMTP and DNS <br />configurations when requested by the customer on the IF Allocation Questionnaire. <br />The InstaIJation guamntee for Cogent colocation services does not apply to third~party data centers. For point.to~point connections. the port with the <br />longest install time governs the entire order, e.g,. if one port is On.Not and the other port requires an Ethernet Loop, the longer install time <br />corresponding to the Ethernet Loop applies to both orders. <br />If COGENT fails to meet these commitments, Customer win receive, at Customer's request, one (1) month Service Credit. Customer may obtain no <br />more than one (1) month Service Credit for any given month. COGENT's Installation Guarantee is subject to the following conditions: <br />. Customer or its representative must cooperate with COGENT in the installation process, which includes accurate completion of an Order <br />Fonn containing detailed demarcation infonnation and other onsite contact Iistings, Changes in an Order Fonn made by or on behalf of <br />Customor or the occurrence of events outside the reasonable control of COGENT. such as Force Majeure (as defined in the CSA), may <br />result in delays for which COGENT is not responsible hereunder. <br />. Customer or its representative must be physically present at the time of installation and must provide access to the designated building's <br />phone-closet(s) on the date(s) agreed to by COGENrs Installation Coordination Department. Such building access and escort must also <br />be provided to other necessary personnel to perform the installation of the connection. <br />. This Installation Guarantee applies to the interval between the original order date and original Installation Guarantee date. If Customer <br />requests a change to an order date during implementation of St?JVice, the Installation Guarantee date shall, at COGENT's sole discretion, <br />begin again upon change acceptance. <br />. Tbe Service Credit for failure to meet the Installation Guarantee is QQ! available to Customers for whom installation charges have been <br />waived or reduced. - <br /> <br />. On-Net: <br />. TIlE!: <br />. T3/E3: <br />. Cola: <br />. Ocxf STMx: <br /> <br />B. NETWORK A VAILABJUTY AND NOTIFICATION GuARANTEE. <br />COGENT's network is designed for 100% availability. If Customer experiences Network Unavailability " for more than 15 consecutive minutes, <br />Customer will receive, at Customer's request, one (1) day Service Credit for each cumulative hour of Network Unavailability in any calendar month. <br /> <br />Page 1 of3 <br />Cogent Communications WWW.COllentcO.com <br />