The purpose of this Service Level Agreement (“SLA”) is to define the standard of service and responsibilities of Glide in the management of the Leased Line element of its Services (if any) (the “Leased Line Service”) to the Customer under this Agreement.
Glide is committed to providing reliable, high-quality Leased Lines. As part of this commitment Glide undertakes that the Leased Line Service shall be available for at least 99.99% of the time in any calendar month.
Service Level Measurement
Service Level measurement is performed via Glide’s monitoring system managed by Glide. Glide’s monitoring system is configured to monitor the performance and availability of the Leased Line Service on a 24x7x365 real time basis.
A “Reason for Outage Report” including a sequence of events and timings will be issued to the Customer on request within 10 Business Days of such request after any significant incident has been closed.
In the event of the monitoring system not detecting an issue but the Customer experiencing a degraded Leased Line Service (for example, in the event of a problem on the Customer’s equipment or network or a fault within the monitoring system itself), the Customer will be responsible for contacting Glide and for raising an incident. The incident will be handled in the same way and with the same priority as if the incident had been opened internally in response to an alert generated by the monitoring system.
Incidents will be closed once the Leased Line Service has been resumed to its full and proper operation.
In the event of suspension of the Leased Line Service due to a Force Majeure Event, Glide will use reasonable endeavours to resume the Leased Line Service with minimum delay.
Glide may suspend any part of the Leased Line Service from time to time for necessary technical reasons and network upgrades (planned maintenance). Glide shall use reasonable endeavours to time such suspensions between 00.00 hours and 06.00 hours UK time. No incidents will be opened or accepted for the duration of the suspension of the Leased Line Service due to planned maintenance.
Leased Line Customers shall receive one Service Credit for each Service Level Failure. For the purposes of this Agreement, a “Service Level Failure” shall mean each 60 minute period during which the Service is unavailable below the Service Level.
For the purposes of this Agreement, a “Service Credit” shall mean an amount equivalent to 1 day’s fees for the Leased Line Service.
Service Credits, if claimed by the Customer, will be credited by Glide against future invoices, up to a maximum of 20 Service Credits in any 12-month period.
The Service Level and Service Credits provided for in this Schedule 1 assume compliance by Customer with the terms and conditions of this Agreement. Glide is not liable for any Services Credits to the extent that its failure to meet the Service Level is due to: (i) the Customer’s failure to comply with the terms and conditions of this Agreement (including the Customer’s use of bandwidth in excess of the maximum amount specified in the Order Form); (ii) the occurrence of one or more Relief Events; or (iii) acts beyond Glide’s reasonable control (including DDOS attacks).
The payment of Service Credits shall be the Customer’s sole and exclusive remedy for breach of the Service Level.