Service Level Agreement

Applied Operations has one goal: happy customers.

As an extension of that, our SLA codifies what we feel is reasonable. It is the customers' responsibility to understand the SLA and the MSA, so please ask us if you have any questions.

Response Time

• Tickets - All tickets will be responded to by an automated system. If you do not receive an automated response within 10 minutes during normal business hours, please call the NOC. If you do not receive a response after normal business hours, and the matter is urgent, please call the NOC. If the matter is not urgent, you may be assessed a fee.
• Monitoring Services - If you are an AO monitoring services customer, you will receive alerts in email when we notice a service problem. When the situation warrants, a technician will be paged to respond to the situation. If the customer has requested an email or a call during those situations, the customer will be notified within 15 minutes unless the technician is busy resolving the problem.
• Urgent Calls - All calls are answered on the basis of availability of service representatives, if you do not talk directly with a Representative or Technician, please leave a voice mail. If you do not receive a call back within 10 minutes, and the situation is not resolved, please call back.
• Outage Notification - During or After an outage, it is AO's prerogative to notify customers of the outage. Generally this will happen within 12-24 hours of the outage, but often it will happen during an outage. Notification will happen via an electronic mailing list, and it is the customer's responsibility to ensure that they are subscribed to the mailing list after the initial signup. AO will subscribe the customer to the mailing list upon signup.

Service Performance

• Network Latency - Assuming your port is uncongested, we guarantee that you will have no more than 10ms delay between an access router and a core router. ICMP is not always an accurate tool to determine latency, however we do use it ourselves to determine certain performance metrics.
• Carrier Network Performance - We do not guarantee carrier network performance, but we will address all issues within our power to correct problems.
• Server Performance - When a server is delivered to a customer, we take appropriate measures to ensure that its functional. If the customer notifies AO of an issue, we will investigate the problem. If it is determined that that AO is not at fault for the issue, the customer will be billed at the standard consulting rate.
• DDOS - We do not guarantee that our network will remain 100% available during a DDOS attack, however we do guarantee that we will take all reasonable efforts to ensure uptime during such an event.

Uptime Guarantee

• We provide a 99.9% Uptime Guarantee for our network
• Even though our Guarantee is 99.9%, our current measured uptime is 99.999% (11/2006)
• We pass-through the Uptime Guarantee from our Vendor for Resold Bandwidth
• We pass-through the Uptime Guarantee from our Vendor for Colocation Services
• It is the responsibility of the customer to notify AO of any service affecting outages, for which they wish to receive credit for.

SLA Document

• This document is updated periodically to reflect improvements and changes in our service, please review it every 30 days.
• If major changes are made to this document, the customer will be notified via electronic mailing list.