Service Level Agreement
This Service Level Agreement ("SLA") guarantees performance, availability, and response times for Varayo’s core network services, including uptime commitments, latency thresholds, and service credit remedies.
Defines guaranteed monthly uptime and how availability is calculated.
Latency, packet loss, and jitter targets for IP-based services.
Service credit schedule and requirements for requesting remedies.
Need to report an outage or request credits?
Contact the Varayo Network Operations Center (NOC) immediately and reference your trouble ticket number.
1. Uptime Guarantee & Service Availability −
Varayo guarantees specific Monthly Availability percentages for all core network services, including IP Transit, Wavelengths, and Ethernet Transport, as defined below.
Monthly Availability Guarantee
The Service Availability is calculated monthly, excluding scheduled maintenance and Exclusions (defined in Section 5).
| Service | Guaranteed Monthly Availability | Maximum Downtime Per Year (Approx.) |
|---|---|---|
| IP Transit & Dedicated Internet Access (DIA) | 99.999% (“Five Nines”) | 5 minutes, 15 seconds |
| Dark Fiber, Wavelengths, & Private Line Ethernet | 99.99% (“Four Nines”) | 52 minutes, 36 seconds |
Reporting an Outage
A customer must report an outage to the Varayo Network Operations Center (NOC) immediately via the designated phone number or ticket portal to initiate the SLA clock.
2. Performance Guarantees (IP Services Only) +
For IP Transit and Dedicated Internet Access (DIA) services, Varayo guarantees the following performance metrics on its network backbone between Varayo Point‑of‑Presence (POP) locations.
| Metric | Guarantee |
|---|---|
| Latency (Round‑Trip Delay) | Max 50ms (Inter‑region average) |
| Packet Loss | Less than 0.1% |
| Jitter | Max 2ms (VoIP/Voice services only) |
These metrics are measured using Varayo’s internal network monitoring tools.
3. Service Credits and Remedies +
If Varayo fails to meet the Guaranteed Monthly Availability for a service in any calendar month, the customer is eligible for a service credit against their next invoice.
Credit Schedule (Based on Monthly Recurring Charge - MRC)
| Monthly Availability Achieved | Service Credit (% of MRC) |
|---|---|
| Less than Guaranteed Availability but ≥ 99.0% | 10% of MRC |
| Less than 99.0% but ≥ 98.0% | 25% of MRC |
| Less than 98.0% | 50% of MRC (Maximum Credit) |
Credit Request: Customers must submit a written request for a Service Credit, including the relevant trouble ticket number, within thirty (30) days of the end of the month in which the failure occurred. Service Credits are the sole remedy for any service failure.
4. Network Operations Center (NOC) Response Times +
Varayo provides 24/7/365 monitoring and support. The following response times are guaranteed from the moment a ticket is opened or an automated alarm is triggered for a critical outage.
| Support Level | Initial Response Time (Guarantee) | Purpose |
|---|---|---|
| Critical/Urgent (P1) | 15 minutes | Network outage, total loss of service, or severe degradation. |
| High (P2) | 60 minutes | Partial service loss, minor degradation, or high-priority maintenance needed. |
| Standard (P3) | 4 hours | General inquiries, documentation requests, or minor cosmetic issues. |
The Mean Time To Repair (MTTR) is an objective that varies based on the service type and location but is always prioritized by the NOC.
5. Exclusions from SLA Calculation +
Downtime will NOT be counted against the Monthly Availability Guarantee under the following circumstances (Exclusions):
- Scheduled Maintenance: Planned maintenance windows (e.g., Sunday 12:00 AM - 6:00 AM local time), provided the customer is notified 72 hours in advance.
- Customer‑Owned Equipment Failure: Downtime caused by the failure or malfunction of equipment not owned or managed by Varayo (e.g., customer router, internal firewall).
- Force Majeure Events: Events beyond Varayo's reasonable control, including but not limited to acts of God, war, terrorism, civil disturbance, or natural disasters.
- Customer Actions: Downtime resulting from customer's failure to cooperate, misuse of service, non‑payment, or unauthorized modification of service equipment.
- Suspension of Service: Downtime resulting from the suspension or termination of services in accordance with the Varayo Terms of Service.
6. Definitions +
Service Outage
A complete loss of connectivity for the service at the demarcation point that is directly caused by Varayo's network failure.
Monthly Recurring Charge (MRC)
The fixed monthly fee paid by the customer for the specific service, excluding usage charges, taxes, and one-time fees.
Latency (Round‑Trip Delay)
The time (in milliseconds) it takes for a data packet to travel from one point to another and back.
Demarcation Point
The physical point where Varayo’s network service ends and the customer’s internal wiring/equipment begins (typically a patch panel or specific router port).