In today’s fast-paced digital landscape, businesses rely heavily on robust and dependable communication networks. Verizon Business Service understands this critical need and offers a suite of comprehensive Service Level Agreements (SLAs) designed to guarantee network performance and reliability. These SLAs provide peace of mind, ensuring that your business operations run smoothly and efficiently. This article delves into the key Service Level Standards offered by Verizon Business Service, outlining the scope, process, and remedies associated with each, so you can understand how Verizon is committed to supporting your business success.
Service Level Standard 1: Circuit Installation Guarantee
Installation Scope. Verizon Business Service is committed to timely service activation. For Verizon-ordered telephone company circuits, the Circuit Installation Service Level Standard ensures installation and activation are completed within forty (40) business days for T1 services and sixty (60) business days for T3 services. For high-bandwidth services like OC-3, OC-12, OC-48, FE Port Only, and Internet Dedicated Ethernet (including GigE), Verizon provides a scheduled installation date in writing through a Verizon Sales Manager, ensuring predictability and planning for your business deployment.
Installation Process. The installation timeline begins once Verizon receives all necessary documentation from the customer. This includes a signed contract (such as a Service Agreement or Amendment), a completed Customer Information Form, and, if required, a completed credit application. It’s important to note that this Service Level Standard applies to Verizon-ordered circuits within the contiguous U.S. and does not cover delays caused by customer-related factors such as equipment, facility issues, actions or omissions by the customer, failure to pass a credit check, or Force Majeure events (unforeseeable circumstances beyond Verizon’s control, as defined in the service agreement).
Installation Remedy. In the event that Verizon Business Service does not meet the Circuit Installation Service Level Standard, customers are entitled to a remedy. To claim a credit, customers must contact Verizon’s Billing Inquiry/Trouble telephone number listed on their invoice. When calling, it’s crucial to provide key details such as the company name, account number, circuit ID, service name (e.g., Internet Dedicated), contact information, the Service Level Standard installation date, and the actual installation date. If Verizon acknowledges that the installation standard was not met, the customer’s invoice will be credited 50% of Verizon’s billed installation charge. This includes applicable Internet Port/service installation charges and Verizon-ordered access installation charges for the Internet Dedicated Service affected. This ensures that Verizon Business Service is accountable for meeting its installation commitments, minimizing any potential disruption to your business setup.
Service Level Standard 2: Uptime and Service Availability Commitment
Service Availability Scope. For Verizon Business Service, network uptime is paramount. The Service Availability Service Level Standard guarantees that the Verizon Network, as defined in your service agreement, will be available 100% of the time. This commitment is crucial for businesses that require constant connectivity for critical operations, ensuring minimal disruption and maximum productivity.
Service Availability Process. Verizon Business Service proactively monitors network performance. At the customer’s request, Verizon will calculate “Network Unavailability” for a given calendar month. Network Unavailability is defined as the total minutes the Verizon Network or a Verizon-ordered access circuit within the contiguous U.S. was inaccessible to the customer. This includes downtime related to maintenance at Verizon data centers where the customer’s circuit or server is located, excluding Scheduled Maintenance (planned maintenance windows). To have outages count towards Network Unavailability, customers must open a trouble ticket with Verizon Customer Support within four (4) hours of discovering the outage. It’s important to note that Network Unavailability excludes Scheduled Maintenance and outages resulting from customer-related factors such as customer-ordered circuits or equipment, customer applications or equipment, actions or omissions of the customer or authorized users, or Force Majeure events. This ensures that the SLA focuses on Verizon’s network performance and accountability.
Service Availability Remedy. Verizon Business Service provides clear remedies if the Service Availability Standard is not met. Customers must request a credit within 30 days from the date of the service unavailability. For every cumulative hour (or fraction thereof) of Network Unavailability in a calendar month, Verizon will credit the customer’s account. The credit is equivalent to the pro-rated charges for one day of the Verizon monthly recurring charge, plus one day of telephone company line charges for the affected service. This remedy ensures that businesses are compensated for any downtime attributable to Verizon network issues, reinforcing Verizon’s commitment to service reliability and customer satisfaction.
Service Level Standard 3: Latency Performance Guarantee
Latency Scope. Latency, the delay in data transfer, is a critical factor for application performance and user experience. Verizon Business Service offers a U.S. Latency Service Level Standard, guaranteeing average round-trip transmissions of 45 milliseconds or less between Verizon-designated inter-regional transit backbone routers (“Hub Routers”) within the contiguous U.S. For international connectivity, the Transatlantic Latency Service Level Standard ensures average round-trip transmissions of 90 milliseconds or less between a Verizon Hub Router in the New York metropolitan area and a Verizon Hub Router in the London metropolitan area. These standards ensure optimal network responsiveness for business applications and communications.
Latency Remedy. Verizon Business Service proactively monitors latency performance. If Verizon fails to meet the Latency Service Level Standard in a calendar month, a credit is automatically applied to the customer’s account for that month. This credit equals the pro-rated charges for one day of the Verizon monthly recurring charge for the affected Internet Dedicated Service. Credits are not issued if latency issues are due to Force Majeure events. This automatic credit system simplifies the remedy process for customers, ensuring they are compensated for any latency performance shortfalls without needing to initiate a claim, demonstrating Verizon’s commitment to network performance transparency and accountability.
Service Level Standard 4: Network Packet Delivery Assurance
Network Packet Delivery Scope. Packet delivery is fundamental to reliable data transmission. Verizon Business Service offers both North American and Transatlantic Network Packet Delivery Service Level Standards. The North American standard guarantees a monthly packet delivery rate of 99.5% or greater between Verizon-designated Hub Routers in North America. The Transatlantic standard provides the same 99.5% or greater packet delivery between Verizon Hub Routers in New York City and London. These high packet delivery standards ensure data integrity and reliable communication for businesses.
Network Packet Delivery Process. Verizon Business Service continuously measures packet delivery rates. Packet delivery is calculated based on the average of regular periodic measurements taken throughout a calendar month between Hub Routers. Network performance statistics related to Network Packet Delivery Service Level Standards are publicly posted for transparency. Similar to other SLAs, credits are not issued if failure to meet packet delivery standards is attributed to Force Majeure events.
Network Packet Delivery Remedy. If Verizon Business Service fails to meet a Network Packet Delivery Service Level Standard in a calendar month, customers automatically receive a credit for that month. This credit is equivalent to the pro-rated charges for one day of the Verizon monthly recurring charge for the Internet Dedicated Service affected. This automatic credit mechanism ensures that customers are promptly compensated for any packet delivery issues without requiring a claim process, highlighting Verizon’s proactive approach to service quality and customer satisfaction.
Service Level Standard 5: Denial of Service (DoS) Attack Response
Denial of Service Scope. Security is a major concern for businesses. Verizon Business Service provides a Denial of Service Service Level Standard to address these threats. Verizon commits to responding to reported Denial of Service attacks within 15 minutes of a customer opening a complete trouble ticket with the Verizon Business Customer Center. A Denial of Service attack is defined as bandwidth utilization exceeding 95%. This SLA is currently available within the United States, providing rapid response and mitigation for businesses facing cyber threats.
Denial of Service Process. To report a Denial of Service attack and initiate the SLA, customers must contact Verizon at 1-800-900-0241 and clearly state, “I am under a Denial of Service Attack.” A complete trouble ticket requires essential information: Customer’s Name, Account Number, Caller Name, Caller Phone Number, Caller Email Address, and the Possible Destination IP address/Type of Attack. Verizon uses trouble tickets and other records to determine if the Service Level Standard has been met. Customers must notify Verizon within 30 days of the Denial of Service attack occurrence.
Denial of Service Remedy. If Verizon Business Service fails to meet the Denial of Service Service Level Standard, customers are eligible for a credit. Upon customer request, their account will be credited the pro-rated charges for one day of the Verizon monthly recurring charges for the affected Internet Dedicated Service. It’s important to note that a customer can receive a maximum of one credit per day, regardless of the number of DoS incidents in that day. This SLA and remedy demonstrate Verizon’s commitment to network security and rapid incident response, minimizing the impact of cyberattacks on business operations.
Service Level Standard 6: Proactive Network Reporting and Notification
Verizon Business Service provides two key reporting Service Level Standards designed to keep customers informed: Network Outage Notification and Scheduled Maintenance Notification.
Network Outage Notification Service Level Standard. Verizon is committed to proactive communication. This standard ensures customer notification within 15 minutes of Verizon determining that Internet Dedicated Service is unavailable. Verizon’s standard procedure involves pinging the customer’s router every five minutes. If no response is received after two consecutive cycles, the service is deemed unavailable, and the customer’s designated point of contact is notified via email, phone, or pager, based on Verizon’s election.
Scheduled Maintenance Notification Service Level Standard. Scheduled Maintenance is necessary for network upkeep. Verizon defines Scheduled Maintenance as any maintenance at a Verizon hub to which a customer’s circuit is connected, provided that (a) customers are notified seven calendar days in advance and (b) the maintenance is performed at the relevant Verizon hub. Notification of Scheduled Maintenance is provided to the customer’s designated contact via email or pager, as chosen by Verizon. Upon receiving notice, customers can request postponement of the maintenance to a later date, subject to Verizon’s agreement.
Notification Enrollment. For customers on Verizon’s Rapid Delivery (“VRD”) contracting platform to benefit from proactive notifications, they must enroll in both the Network Outage Notification Service and the Scheduled Maintenance Notification Service through their account manager or Verizon Customer Service. Customers on Verizon’s legacy contracting platform are automatically enrolled in these notification services.
Force Majeure. It’s important to note that Verizon’s performance under these Reporting Service Level Standards, like others, is subject to Force Majeure. Delays or failures caused by events beyond Verizon’s reasonable control, such as natural disasters, governmental actions, strikes, riots, wars, terrorism, or sabotage, are not considered breaches of the SLA. Verizon’s obligations are suspended to the extent and duration of the Force Majeure event. These proactive notification SLAs and Force Majeure considerations ensure clear communication and realistic expectations regarding network management and potential service impacts.
Service Level Standard 7: Network Jitter Performance (U.S. Only)
U.S Network Jitter Scope. Jitter, also known as delay variation, refers to the fluctuation in delay between received data packets. Excessive jitter can degrade the quality of real-time applications like voice and video. Verizon Business Service’s North American Network Jitter Service Level Standard ensures that network jitter will not exceed 1 millisecond between Verizon-designated inter-regional transit backbone network routers (“Hub Routers”) within the contiguous U.S. This low jitter standard is crucial for maintaining high-quality communication experiences for businesses.
Network Jitter Process. Verizon Business Service continuously monitors network jitter. Jitter is measured by averaging sample measurements taken throughout each calendar month between Hub Routers. Monthly network performance statistics related to the Network Jitter Service Level Standard are publicly available. Credits are not issued if failure to meet the jitter standard is attributable to Force Majeure events.
Network Jitter Service Level Standard Remedy. If Verizon Business Service fails to meet the Jitter Service Level Standard in a calendar month, customers automatically receive a credit for that month. This credit is equivalent to the pro-rated charges for one day of the Verizon Monthly Fee for the affected service. This automatic credit system ensures that customers are compensated for any jitter performance issues without needing to file a claim, underscoring Verizon’s dedication to maintaining network quality and customer satisfaction.
Service Level Standard 8: Mean Opinion Score (MOS) for Voice Quality (U.S. Mainland Only)
MOS Scope. Mean Opinion Score (MOS) is a critical metric for voice call quality, measuring audio fidelity and clarity as perceived by users. The Verizon Internet Dedicated MOS Service Level Standard guarantees that Verizon’s U.S. Mainland Network MOS performance will not be less than 4.0 between Verizon-designated inter-regional transit backbone network routers (“Hub Routers”) in the contiguous United States. This high MOS standard ensures excellent voice quality for business communications, crucial for effective collaboration and customer interactions. MOS is calculated using the industry-standard E-model (ITU-T G.107).
MOS Process. Verizon Business Service continuously monitors MOS performance. Credits are not issued if failure to meet the MOS Service Level Standard is due to Force Majeure events. MOS Service Level Standard results are publicly posted for customer review and transparency.
MOS Remedy. To receive a credit for failing to meet the MOS Service Level Standard, customers must submit a request within 30 business days after the results for the preceding month are posted. The credit is a pro-rated amount of the monthly recurring charges equivalent to one day of Internet Dedicated Service plus one day of access line charges for the Internet Dedicated Service. This remedy process ensures that customers experiencing voice quality issues are compensated, reinforcing Verizon’s commitment to delivering superior communication services.
Service Level Standard 9: Time to Repair (TTR) Commitment
TTR Service Level Standard Scope. Time to Repair (TTR) is a critical metric for service recovery. Verizon Business Service’s TTR Service Level Standard measures the time taken to restore service to a circuit following an outage. For Internet Dedicated Services, the TTR Service Level Standard is 4 hours. The TTR time starts when a trouble ticket is opened by Verizon or the customer after a circuit outage (excluding specific exceptions) and ends upon restoration of the affected circuit. This TTR SLA applies to both the Local Access line and the WAN infrastructure port, ensuring rapid service restoration across critical network components.
TTR Service Level Standard Process. Outages are counted towards TTR calculation only if the customer opens a trouble ticket with Verizon Customer Support within 30 days of the outage. Certain outages are excluded from TTR calculation, including those resulting from Scheduled Maintenance, customer-ordered circuits or equipment, customer applications or equipment, actions or omissions of the customer or authorized users, or Force Majeure events. These exclusions ensure that the TTR SLA focuses on Verizon’s responsibility for network recovery.
TTR Service Level Standard Remedy. If Verizon Business Service does not meet the TTR Service Level Standard in a calendar month, customers are eligible for a credit upon request. The credit is equivalent to the pro-rated charges for one day of the Verizon Monthly Fee for the affected service in the month the TTR standard was not met. Importantly, the TTR Service Level Standard Remedy is not available if the customer has already requested a credit under the Service Availability Standard for the same incident, preventing double compensation for the same outage. This SLA and remedy demonstrate Verizon’s commitment to minimizing downtime and rapidly restoring service to keep businesses operational.
Verizon Business Service’s comprehensive suite of Service Level Agreements underscores its dedication to providing reliable, high-performance network services. These SLAs are designed to ensure that businesses receive the level of service they expect and are compensated if those standards are not met. By focusing on key performance indicators like installation time, uptime, latency, packet delivery, security response, reporting, jitter, voice quality, and repair time, Verizon Business Service provides a robust framework for network reliability and customer satisfaction, making it a trusted partner for businesses of all sizes.
