Service Level Agreement and Policies

Colocation Corporation Network and Facility Uptime

 

V1.1 2002-01-09 support@coloco.com (JT)

Colocation Corporation

312 Laurel Avenue

Laurel, MD 20707

http://www.coloco.com/

 

 

Standard Network Maintenance Windows:

 

Coloco will have two normal maintenance windows per week, on Wednesday and Sunday nights, starting at 20:00 and continuing until 02:00 the following morning. Network outages of up to 10 minutes may occur in this window without prior notification to customers. Expected network outages of greater than 10 minutes will be preceded by email notification to all customers affected. Email notifications will be sent to customer email addresses at least 48 hour before any network outage that is expected to last more than 10 minutes. Intervals of network downtime for customers within the 10 minute interval will not be counted against service level guarantees. Intervals of network downtime during maintenance windows are non-cumulative; there may be several intervals of network outage across a single maintenance window, each up to 10 minutes in duration. Coloco will take all reasonable efforts to keep the number and duration of network downtime intervals within the windows to a minimum. There are no Standard Maintenance Windows for facility work (see "Scheduled Maintenance", below.)

These policies incorporated by reference into every user contract to which Coloco is a signatory, and the policies herein may be modified by Coloco at any time

 

Emergency Maintenance:

 

Emergency maintenance on the network or facility will occur at any time that Coloco deems it necessary to perform such maintenance. Emergency maintenance will be exclusively to repair damaged equipment or to secure the network or facility against immediate failure potential. All affected customers will receive email notification as soon as possible during or after the maintenance event. Emergency Maintenance intervals that cause downtime for customers will count against customer uptime guarantees except where root causes are outside covered events as stated in the Contract.

 

 

Scheduled Maintenance:

 

Scheduled Maintenance may occur at times outside of the Standard Network Maintenance Window for networks, or at any time for facility work. This may be due to circumstances that require particular times of the day, or contractors who may not be able to perform maintenance during Standard Maintenance Windows for any reason.

 

When Scheduled Maintenance will affect network connectivity, Coloco will provide email notification to affected customers at least 96 hours prior to any such events. Scheduled Maintenance network outages of less than 10 minutes in duration and that affect customer uptime will not be counted against service level guarantees.

 

When Scheduled Maintenance is on the facility (electrical, construction, etc.) and will potentially cause an interruption in service for customers, Coloco will provide email notification to affected customers at least 168 hours before any such potential outage windows. Scheduled Maintenance outages for facility issues of less than 10 minutes will not be counted against service level guarantees.

 

 

All Maintenance:

 

Coloco wishes to provide as high a level of uptime reliability as possible for all customers. If at any time a scheduled maintenance window severely affects business for any customer services, Coloco will do its best to schedule any downtime such that it causes the least amount of problems for the customer base. Final decisions on all maintenance issues and times are at the discretion of Coloco management.

 

  

Definitions:

 

Uptime: Uptime is measured in two ways: network and facility.

 

            Network uptime is the availability of the network such that packets generated by customer equipment are able to reach one of Coloco's upstream Internet connections. Inbound packets are not similarly guaranteed, as the reliability of the Internet is not something that Coloco can measure with certainty. Additionally, Coloco does not guarantee packet path, latency, or delivery once outside of Coloco's network. Uptime measurement will be at the determination of Coloco staff and network analysis tools.

            Facility uptime is defined as performance of building electrical, temperature/humidity, and fire control systems within normal tolerances. This includes delivery of 120v, 60hz power, 65F-83F average ambient room temperature (external to racks) and at least 30% humidity.

 

Outage: An outage is defined as the time from detection of a problem to the time of resolution. A "problem" is a facility problem, latency problem, or failure of connectivity. The timestamps for the outage will be from the moment of detection to the moment of recovery as determined by automated tools. Outages specifically do not cover access control difficulty (physical access), human contact (phone or email) difficulty, billing issues, installation intervals, or any intervals where any Coloco "remote hands" features are utilized. Any downtime caused by customer equipment failure or mis-configuration is not deemed an outage. Any downtime caused by Coloco staff during a customer-requested "remote hands" situation will not be deemed an outage.

 

Latency: Coloco guarantees delivery of packets to the interface of upstream providers at a maximum of 9 milliseconds over a ten minute period as measured by averaged ICMP echo to the interface of the upstream provider. Coloco will maintain the definitive measurement statistics for this figure.

 

Failure of Connectivity: Coloco guarantees that packets generated by customer equipment will be able to be transmitted to at least one of Coloco's upstream providers or peers. Coloco will measure this delivery from the demarcation point of customer connectivity to interfaces of Coloco BGP peers. The customer demarc is considered the switch to which the customer connects, and all measurements will use the switch port as the last point of responsibility for Coloco. Coloco will be the final determiner of connectivity failure issues.

 

Notification: Customers must request service refunds and register all outage issues via email. Verbal communications will not be accepted. The duration, time, and IP addresses affected must be included in correspondence. Please be specific about the problems encountered, so as to speed the process of determination, solution, and refund if required.

 

Email addresses: It is the responsibility of the Customer to provide up-to-date email and phone number information to Coloco. Coloco will not be held responsible for any outages or delays due to invalid customer contact information. All changes in email addresses should be sent (via email) to support@coloco.com in order for Coloco to update its records. Please do not assume that correspondence with one or more Coloco employees using a different email address indicates updates to or future use of email addresses on file.