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Service Level Agreement

Power Availability Guarantee

Power Availability Guarantee Scope: PCCWDCS' power availability guarantee is to have PCCWDCS' UPS (Uninterrupted Power Supply) AC power available to Customer's Collocation cabinet 100% of the time.

Power Availability Guarantee Process: "Power Unavailability" consists of the number of minutes that all AC power feeds were not available to Customer's Collocation cabinet other than Scheduled Maintenance or where unavailability resulting from (a) any Customer circuits or equipment, (b) Customer's applications or equipment, (c) acts or omissions of Customer, or any use or user of the service authorized by Customer or (d) reasons of Force Majeure (as defined in the applicable service agreement). Outages will be counted as Power Unavailability only if Customer opens a trouble ticket with PCCWDCS Customer Support team within five days of the outage.

Scheduled Maintenance Scope: Scheduled Maintenance shall mean any maintenance at PCCWDCS' power equipment to which Customer's equipment is connected. Customers will be notified 7 days in advance. Notice of Scheduled Maintenance will be provided to Customer's designated point of contact by email, fax or pager.

Power Availability Guarantee Remedy: For each cumulative hour of Power Unavailability or fraction thereof in any calendar month, at Customer's request Customer's account shall be credited on a pro rata basis the charges for one day of the PCCWDCS monthly fee for the service with respect to which a Power Availability Guarantee has not been met.

Service Availability Guarantee

Service Availability Guarantee Scope: PCCWDCS' Service Availability Guarantee is to have the PCCWDCS Network connectivity ( Internet Connectivity Service as mentioned in applicable service agreement ) provided to collocation customers, whose connections are via a dedicated Ethernet network segment, available 100% of the time. "PCCWDCS Network" shall mean the collection and configuration of networking equipment utilized by PCCWDCS to provide Internet connectivity to its customers up to the peering points with other major Internet service or backbone providers.

Service Availability Guarantee Process: "Network Unavailability" consists of the number of minutes that the PCCWDCS' network as defined below was not available to Customer other than Scheduled Maintenance or unavailability resulting from (a) any Customer circuits or equipment, (b) Customer's applications or equipment, (c) acts or omissions of Customer, or any use or user of the service authorized by Customer or (d) reasons of Force Majeure (as defined in the applicable service agreement) or (e) the failure or malfunction of the equipment or network of another provider. An outage will be counted as Network Unavailability only if PCCWDCS notifies Customer of the outage or if Customer opens a trouble ticket with PCCWDCS Customer Support team within 5 days of the outage.

Scheduled Maintenance Scope: Scheduled Maintenance shall mean any maintenance at the PCCWDCS' network to which Customer's circuit is connected. Customers will be notified 7 days in advance. Notice of Scheduled Maintenance will be provided to Customer's designated point of contact by email, fax or pager.

Service Availability Guarantee Remedy: For each cumulative hour of Network Unavailability or fraction thereof in any calendar month, at Customer's request Customer's account shall be credited on a pro rata basis charges for one day of the PCCWDCS monthly fee for the service with respect to which a Service Availability Guarantee has not been met.

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