UUNET announced that its service-level agreements (SLA) will now be available to all of its global UUDirect dedicated Internet access customers.
UUNET, MCI WorldCom's ISP subsidiary, is making its guarantees available to its customers in Australia, Hong Kong and Canada in November. In the first quarter of next year UUNET will make the same guarantees available in Austria, Belgium, France, Ireland, Japan, Luxembourg, Netherlands, Norway, Spain and the U.K.
UUNET's standard SLA guarantees includes:
-100% network availability.
-Average monthly minimum latency of 85Msec within North America and within Europe.
-Average monthly minimum latency of 120Msec between New York and London.
-Proactive outage notification within 15 minutes in North America and the U.K.
-Proactive outage notification within 30 minutes in all other countries.
-It will meet its quoted installation date, which ranges from 40 to 60 days in the U.S.
The compensation for customers if UUNET misses these SLAs include:
-One day credit for every hour or fraction of an hour its network is not available.
-One day credit for two consecutive months of missing either of its latency guarantees.
-One day credit if they don't notify customers about outages within UUNET's set time.
-50% of the service start-up fee if they miss the set installation date.
These guarantees are already available in the U.S., Denmark, Germany, Italy, Sweden and Switzerland.
UUNET has also added a guarantee to its standard SLA that all network maintenance will be performed globally on Tuesdays and Thursdays in the early hours with at least a 48-hour advanced notification. Customers can expect a one-day credit if UUNET misses this guarantee.
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