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HomeMy WebLinkAboutCITY HALL 1 Spectrum► Account Executive: Gerard Kuntz Spectrum Customer Service Order Phone:812-646-2508 ext: Cell Phone:+1 8126462508 Fax: Email:jerry.kuntz@charter.com Order# 9066808 Customer Information:Customer Code CITY OF JEFFERSONVILLE Business Name (HQ) Customer Type: Federal Tax ID Tax Exempt Status Tax Exempt Certificate# '*`""1067 Billing Address Attention To: Account Number 500 QUARTERMASTER CT STE 200 JEFFERSONVILLE IN 47130 Billing Contact Billing Contact Phone Billing Contact Email Address Matt Dyer +1.812.280.4744 mdyer@cityofleff.net Authorized Contact Authorized Contact Phone Authorized Contact Email Address Matt Dyer +1.812.280.4744 mdyer@cityofjeff.net Technical Contact Technical Contact Phone Technical Contact Email Address Fiber Internet and Ethernet Service Order Information For 500 Quartermaster Ct Fiber Jeffersonville IN 47130 Location Site Name Address Location Type Bandwidth 500 Quartermaster Ct Jeffersonville, IN 47130 �yr�v Page 1 of 3 CONFIDENT'.'NT',. 1611,, , , , :02016 Chaiici:01111111LIHiCU 1011) 1.1/1�1'IIJC,V l l:-1 L.: 101111 V.1 l.UU11UC11;1<ll Spectrum► Current Services and Monthly charges At 500 Quartermaster Ct Unit Fiber,Jeffersonville IN 47130 Monthly Description Quantity Sales Price Recurring Total HSD Modem 1 $0.00 $0.00 *Total $0.00 *Prices do not include taxes and fees. New and Revised Services and Monthly Charges At 500 Quartermaster Ct Unit Fiber,Jeffersonville IN 47130 Monthly Description Quantity Sales Price Recurring Total Contract Term Fiber Internet 50Mb s 1 $599.00 $599.00 36 Months *Total $599.00 *Prices do not include taxes and fees. Y Page 2 of 3 �1,20h" lialicl Col III t111K;itl10Hl l,1)NHH)FN tl A1L 161111 v.1 CU1I1111CIcial Spectrum► _ Special Terms Electronic Signature Disclosure By signing and accepting below you are acknowledging that you have read and agree to the terms and conditions outlined in this document. Authorized Sign ure for Custodme Printed Name and Title Date Signed / Er Page 3 of 3 C2016 Chartei CommunicUiiunS CONFIDENTIAL 161111 v.1 Commercial Spectrum. ENTERPRISE Spectrum Enterprise Fiber Internet Access Service Level Agreement This document outlines the Service Level Agreement("SLA")for Fiber Internet Access ("FIA")fiber-based service (the "Service"). This SLA is a part of, and hereby incorporated by reference into the Spectrum Enterprise Service Agreement(including the terms and conditions, attachments, and Service Orders described therein, the "Agreement"). To the extent any provision of this SLA conflicts with the Agreement, this SLA shall control. This SLA document applies only to services provided over Spectrum Enterprise's own network("On-Net")and not any portion that is provided by a third party. All SLA Targets in the table below are measured at the individual circuit or service level, and any applicable credits are issued only for the affected On-Net circuit or service (the "Affected Service"). Capitalized words used, but not defined herein, shall have the meanings given to them in the Agreement. I.SLA Targets for On-Net Services: Service Mean Time To RestoreLatency / Frame Delayjitter/ Frame DelayPacket Loss Availability ("MTTR") (Roundtrip) Variation Frame Loss End to End:99.99%Priority 1 Outages 5ms <2ms <0.1% within 4 hours II.Priority Classification: A"Service Disruption" is defined as an outage, disruption, or severe degradation, other than an Excluded Disruption, that interferes with the ability of a Spectrum Enterprise network hub to: (i) transmit and receive network traffic on Customer's dedicated access port at the Spectrum Enterprise network hub; and (ii) exchange network traffic with another Spectrum Enterprise network hub. The Service Disruption period begins when Customer reports a Service Disruption using Spectrum Enterprise's trouble ticketing system by contacting Customer Care, Spectrum Enterprise acknowledges receipt of such trouble ticket, Spectrum Enterprise validates that the Service is affected,and Customer releases the Service for testing. The Service Disruption ends when the affected Service has been restored. "Service Degradation" means a degradation of the Service that is not a Service Disruption or a result of an Excluded Disruption, such as failure of the Service to achieve the SLA Targets for Latency/ Frame Delay, Jitter/ Frame Delay Variation,or Packet/Frame Loss. "Excluded Disruptions"means(i)planned outages,(ii)routine or urgent maintenance,(iii)time when Spectrum Enterprise is unable to gain access to Customer's premises, if necessary, (iv) service issues arising from acts of omissions of Customer or Customer's representatives or agents, (v) Customer equipment failures, (vi) Customer is not prepared to release the Service for testing,and (vii)Force Majeure Events. Spectrum Enterprise will classify Service problems as follows: Priority Criteria Each a"Priority 1 Outage": • Service Disruption resulting in a total loss of Service;or Priority 1 0 Service Degradation to the point where Customer is unable to use the Service and is prepared to release it for immediate testing • Service Degradation where Customer is able to use the Service and is not prepared to release Priority 2 it for immediate testing. • A service problem that does not impact the Service;or Priority 3 A single non-circuit specific quality of Service inquiry. FIASLA.v.161110 Page 1 of 3 ©2016 Charter Communications.All Rights Reserved.Not all products,pricing and services are available in all areas.Pricing and actual speeds may vary.Restrictions may apply.Subject to change without nofice. Spectrum► ENTERPRISE III.Service Availability "Service Availability" is calculated as the total number of minutes in a calendar month less the number of minutes that the On-Net Service is unavailable due to a Priority 1 Outage ("Downtime"), divided by the total number of minutes in a calendar month. The following table contains examples of the percentage of Service Availability translated into minutes of Downtime for the 99.99%Service Availability Target: ';Percentage by D. Downtime Minutes 99.99%for 31 Days 44,640 4.5 99.99%for 30 Days 43,200 4.3 99.99%for 29 Days 41,760 4.2 99.99%for 28 Days 40,320 4 IV.Mean Time to Restore("MTTR") The MTTR measurement for Priority 1 Outages is the average time to restore Priority 1 Outages during a calendar month calculated as the cumulative length of time it takes Spectrum Enterprise to restore an On-Net Service following a Priority 1 Outage in a calendar month divided by the corresponding number of trouble tickets for Priority 1 Outages opened during the calendar month for the On-Net Service. MTTR per calendar month is calculated as follows: Cumulative length of time to restore Priority 1 Outage(s)per On-Net Service Total number of Priority 1 Outage trouble tickets per On-Net Service V.Latency/Frame Delay Latency or Frame Delay is the average roundtrip network delay, measured every 5 minutes during a calendar month, unless measurement is not possible as a result of an Excluded Disruption,to adequately determine a consistent average monthly performance level for frame delay for each On-Net Service. The roundtrip delay is expressed in milliseconds (ms). Spectrum Enterprise measures frame delay on an end-to-end basis using a standard 64 byte ping from the Customer dedicated access port at the Customer premise to the Spectrum Enterprise Internet access router in a roundtrip fashion. Latency is calculated as follows: Latency/Frame Delay= Sum of the roundtrip delay measurements for an On-Net Service Total#of measurements for an On-Net Service VI.Packet Loss/Frame Loss Ratio Packet Loss or Frame Loss Ratio is defined as the percentage of frames that are not successfully received compared to the total frames that are sent in a calendar month,except where any packet or frame loss is the result of an Excluded Disruption. The percentage calculation is based on frames that are transmitted from a network origination point and received at a network destination point (Spectrum Enterprise network hub to Customer dedicated access port at the Customer premise). Packet Loss/Frame Loss Ratio is calculated as follows: Packet Loss/Frame Loss (%) = 100(%) — Frames Received(%) FIASLA.v.161110 Page 2 of 3 ©2016 Charter Communications.Al Rights Reserved.Not all products,pricing and services are available in all areas.Pricing and actual speeds may vary.Restrictions may apply.Subject to change without notice. Spectrum. ENTERPRISE VII.Jitter/Frame Delay Variation Jitter or Frame Delay Variation is defined as the variation in delay for two consecutive frames that are transmitted (one- way)from a network origination point and received at a network destination point(Spectrum Enterprise network hub to Customer dedicated access port at the Customer premise). Spectrum Enterprise measures a sample set of frames every 5 minutes during a calendar month, unless measurement is not possible as a result of an Excluded Disruption, and determines the average delay between consecutive frames within each sample set. The monthly Jitter/ Frame Delay Variation is calculated as the average of all of the frame delay variation measurements during such calendar month and is expressed in milliseconds(ms). Jitter / Frame Sum of the Frame Delay Variation measurements for an On-Net Service Delay Variation= Total#of measurements for an On-Net Service VIII.Network Maintenance Maintenance Notice: Customer understands that from time to time, Spectrum Enterprise will perform network maintenance for network improvements and preventive maintenance. In some cases, Spectrum Enterprise will need to perform urgent network maintenance, which will usually be conducted within the routine maintenance windows. Spectrum Enterprise will use reasonable efforts to provide advance notice of the approximate time,duration,and reason for any urgent maintenance outside of the routine maintenance windows. Maintenance Windows: Routine maintenance may be performed Monday—Friday 12 a.m.—6 a.m. Local Time. IX. Remedies Service Credits: If the actual performance of an On-Net Service during any calendar month is less than the SLA Targets and Customer is in compliance with the terms of the Agreement and this SLA, then Customer may request credit equal to the corresponding percentage of monthly Service Charges for the Affected Service as set forth in the table below. Any credit to be applied will be off-set against amounts due from Customer to Spectrum Enterprise in the billing cycle following the date Spectrum Enterprise makes its credit determination. Credit requests must be submitted to Spectrum Enterprise within 30 days of the calendar month in which the SLA Target was missed. Spectrum Enterprise will exercise commercially reasonable efforts to respond to such Service Credit requests within thirty(30)days of receipt thereof. DelayService Availability Mean Time To Restore("MTTR")Latency / FrameJitter / Frame Delay 30% >4 hours 5 7:59:59 hours 4% 5% 5% 5% >8 hours 10% All SLA Targets are monthly measurements,and Customer may request only one credit per SLA Target per month for the Affected Service. Should one event impact more than one SLA hereunder, Customer shall receive the single highest of the qualifying credits only. Except as set forth below, the credits described in this SLA shall constitute Customer's sole and exclusive remedy, and Spectrum Enterprise's sole and exclusive liability, with respect to any missed SLA Targets. Service Credits hereunder shall not be cumulative per Service. Chronic Priority 1 Outages: If Customer experiences and reports three (3)separate Priority 1 Outages where the Downtime exceeds four(4) hours during each Priority 1 Outage within three (3)consecutive calendar months, then Customer may terminate the Affected Service without charge or liability by providing at least thirty(30) days written notice to Spectrum Enterprise; provided, however,that(i)Customer may only terminate the Affected Service; (ii)Customer must exercise its right to terminate the Affected Service by providing written notice to Spectrum Enterprise within thirty (30)days after the event giving rise to Customer's termination right; (iii) Customer shall have paid Spectrum Enterprise all amounts due at the time of such termination for all Services provided by Spectrum Enterprise pursuant to the Agreement,and(iv)the foregoing termination right provides the sole and exclusive remedy of Customer and the sole and exclusive liability of Spectrum Enterprise for chronic Priority 1 Outages and Customer shall not be eligible for any additional credits. Termination will be effective forty- fi vefive(45)days after Spectrum Enterprise's receipt of such written notice of termination. Page 3 of 3 ©2016 Charter Communications.All Rights Reserved.Not all products,pricing and services are available in all areas.Pricing and actual speeds may vary.Restrictions may apply.Subject to change without notice. You must use this as your coversheet 1. Sign your document if needed 2. Use this coversheet with your document & fax to 1 888 634 4320 Problem faxing to this number? Try 1202 315 3320 To: Gerard (Jerry) Kuntz From: mdyer@cityofleff.net Date: 05/17/2017 07:02AM PDT Re: Govt-CITY OF JEFFERSONVILLE (HQ)- FIA upgrade DO NOT WRITE IN THIS AREA. FOR ADOBE SIGN USE ONLY. Notice: Adobe Sign servers will remove this cover page before final delivery. Messages written on this page will be discarded. Adobe Sign �ZMA "��• � Secure Routing Code: 3656644317 K., Notice: Adobe Sign scanned documents are encrypted and unalterable. ti