Service Level Agreement

SPARK Services Service Level Agreement

 

This Service Level Agreement (SLA) is made effective as of 01/01/2023 by SPARK Services, located at 105 N York Street, Muskogee, OK 74403 (“Service Provider”). 

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  2. 1. Service Provider Commitment Service Provider commits to providing VoIP (Voice over Internet Protocol) services with a 99.9% uptime guarantee for Client. This SLA outlines the terms and conditions under which Service Provider will provide and maintain the services for Client. 

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  4. 2. Service Level Objectives 

2.1. Service Availability Service Provider guarantees 99.9% uptime for its VoIP services during each calendar month. Service availability is calculated as follows: 

Total Uptime = (Total Monthly Minutes – Total Downtime Minutes) / Total Monthly Minutes 

In the event that Service Provider fails to meet the 99.9% uptime guarantee, Client will be eligible for a service credit as outlined in Section 4. 

2.2. Network Latency Service Provider guarantees an average round-trip network latency of no more than 100 milliseconds (ms) within its network. Network latency will be

measured at regular intervals and will be calculated as an average over the calendar month. 

2.3. Network Packet Loss Service Provider guarantees a packet loss rate of no more than 0.5% within its network. Packet loss will be measured at regular intervals and will be

calculated as an average over the calendar month. 

 

  1. 3. Service Provider Responsibilities Service Provider will provide the following services to Client: 

3.1. Monitoring Service Provider will monitor the network and service infrastructure 24 hours a day, 7 days a week, and will notify Client of any performance issues or outages. 

3.2. Maintenance Service Provider will perform scheduled maintenance and updates to ensure the stability and security of the VoIP services. Service Provider will provide Client

with a minimum of 72 hours’ notice for any scheduled maintenance. 

3.3. Support Service Provider will provide 24/7 technical support via phone and email to assist Client with any issues related to the VoIP services. 

3.4. Incident Response Service Provider will promptly investigate and resolve any incidents that may impact the availability, performance, or security of the VoIP services. 

 

  1. 4. Service Credits If Service Provider fails to meet the 99.9% uptime guarantee, Client will be eligible for a service credit. The service credit will be calculated as a percentage of the monthly service fee for the affected VoIP service, as follows: 

99.0% – 99.8% uptime: 10% service credit 

98.0% – 98.9% uptime: 20% service credit 

Less than 98.0% uptime: 50% service credit 

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  2. 5. Client must request the service credit within 30 days of the end of the month in which the service level was not met. Service credits will be applied to the Client’s account and may be used for future billing periods. 

Calculation of Uptime To calculate 99.9% uptime over a year of service, we can use the following formula: 

Total Uptime = (Total Yearly Minutes – Total Downtime Minutes) / Total Yearly Minutes 

There are 525,600 minutes in a year (60 minutes x 24 hours x 365 days). To calculate the allowable downtime for 99.9% uptime, we can multiply the total yearly minutes by the

downtime percentage: 

Allowable Downtime = Total Yearly Minutes x (1 – Uptime Percentage) Allowable Downtime = 525,600 minutes x (1 – 0.999) Allowable Downtime = 525,600 minutes x 0.001

Allowable Downtime ≈ 525.6 minutes 

Therefore, 99.9% uptime over a year of service allows for approximately 525.6 minutes of downtime.