This Service Level Agreement applies to you if you signed up for MessageBird’s Services (including, through any of its Affiliates) on or after 3 May 2023 and before 1 February 2024 (1pm CET). If you signed up for MessageBird's Services (including, if applicable, through any of its Affiliates) before 3 May 2023, archived Service Level Agreements are available di sini.
Perjanjian Tingkat Layanan MessageBird
This Service Level Agreement (“SLA”) governs your use of SLA Eligible Services (as defined in the table below). Capitalized terms used in this SLA but not defined below are defined in Perjanjian. Unless otherwise agreed in an Order Form, no service level agreement applies to Services that are not qualified as an SLA Eligible Service in this SLA. We reserve the right to change the terms of this SLA in accordance with Perjanjian.
Waktu kerja. Unless otherwise agreed in an Order Form, we will use commercially reasonable efforts to make each SLA Eligible Service you purchase available with an Uptime Percentage of at least the Uptime Percentage Threshold for the applicable SLA Eligible Service listed in the table below.
LAYANAN YANG MEMENUHI SYARAT SLA
Persentase Waktu Aktif untuk Layanan yang Memenuhi Syarat SLA
(per kolom di sebelah kiri)
AMBANG BATAS PERSENTASE WAKTU KERJA
Layanan Platform:
MessageBird API Voice
Dasbor MessageBird
Uptime Percentage for each individual SLA Eligible Service is calculated by us by subtracting from 100% the percentage of continuous five (5) minute periods during a given calendar month in which the applicable SLA Eligible Service was Tidak tersedia excluding any Pengecualian Waktu Kerja.
Bulanan 99,9
Layanan SMS:
MessageBird API REST
MessageBird Layanan Mail to SMS Platform MessageBird SMPP (Pesan Singkat Peer-to-Peer)
Persentase Waktu Aktif untuk setiap Layanan SMS yang Memenuhi Syarat SLA dihitung oleh kami dengan mengurangkan dari 100% persentase periode lima (5) menit secara terus menerus selama bulan kalender tertentu di mana Layanan SMS yang Memenuhi Syarat SLA yang berlaku tidak tersedia, tidak termasuk Pengecualian Waktu Aktif.
Bulanan 99,95%
Layanan Email:
MessageBird Email Premier
MessageBird Email Premium
Email MessageBird Enterprise
Uptime Percentage for each individual SLA Eligible Service is calculated by us by subtracting from 100% the percentage of seconds during a given calendar month in which the relevant SLA Eligible Service was Unavailable excluding any Uptime Exclusions.
Bulanan 99,99%
Layanan API Pemberitahuan Push: Balok Pendorong
(berlaku untuk paket khusus dan pelanggan dengan paket standar yang membeli tingkat layanan yang lebih tinggi, dalam setiap kasus sebagaimana ditentukan dalam Formulir Pesanan yang berlaku)
Persentase Waktu Aktif adalah persentase waktu di mana API responsif terhadap permintaan setiap tahun yang akan dihitung oleh kami dengan mengurangi dari 100% persentase periode Ketidaktersediaan selama lima (5) menit selama periode tahunan tidak termasuk Pengecualian Waktu Aktif.
Setiap tahun 99,95%
Layanan API Pemberitahuan Push: Pendorong Channels
(berlaku untuk paket khusus dan pelanggan dengan paket standar yang membeli tingkat layanan yang lebih tinggi, dalam setiap kasus sebagaimana ditentukan dalam Formulir Pesanan yang berlaku)
Persentase Waktu Aktif adalah persentase waktu di mana API responsif terhadap permintaan secara tahunan yang akan dihitung oleh kami dengan mengurangi dari 100% persentase periode lima (5) menit Ketidaktersediaan selama periode tahunan tidak termasuk Pengecualian Waktu Aktif
Setiap tahun 99,95%
Layanan Video:
API Data
Contoh
API Penjaga
Uptime Percentage for each Video Service is calculated by us by the following formula:
Uptime percentage % = ((time available - Tidak tersedia)/time available) x 100%
Bulanan 99,9
Layanan Suara
Uptime Percentage is the time in which the SLA Eligible Service was available during the measurement period excluding any Uptime Exclusions. The measurement period is one (1) year from the date of activation and every following year beginning on the same date.
We will use reasonable commercial endeavors to solve any case of Unavailability within four (4) hours of notification (“Time to Repair” also known as “TTR”). TTR only applies in cases where the SLA Eligible Service is Unavailable. It does not apply to faults relating to reduced provision of an SLA Eligible Service or the quality of an SLA Eligible Service.
Jika terjadi masalah Off-net, komitmen TTR empat (4) jam tidak berlaku
Setiap tahun 99,9
Layanan Nomor
Uptime Percentage is the time in which the SLA Eligible Service was available during the measurement period excluding any Uptime Exclusions. The measurement period is one (1) year from the date of activation and every following year beginning on the same date.
We will use reasonable commercial endeavors to solve any case of Unavailability within four (4) hours of notification (“Time to Repair” also known as “TTR”). TTR only applies in cases where the SLA Eligible Service is Unavailable. It does not apply to faults relating to reduced provision of the SLA Eligible Service or the quality of the SLA Eligible Service.
Jika terjadi masalah di luar jaringan, komitmen TTR empat (4) jam tidak berlaku. "Masalah di luar jaringan" berarti setiap masalah atau masalah yang memerlukan tindakan dalam sistem atau jaringan yang dioperasikan atau dimiliki oleh pihak ketiga. Dalam kasus ini, kami akan menggunakan upaya komersial yang wajar untuk mencapai TTR delapan (8) jam, namun tidak ada Kredit Layanan yang berlaku dalam hal ini.
Setiap tahun 99,9
Layanan Telserv:
DIDs (Inbound Voice)
Suara Dua Arah (Iklan Terpadu) Mobile Numbers
Toll-Free Numbers
Nomor Bebas Pulsa Internasional Universal (UIFN)
Batang SIP
Number Management Portal
Global Voice Network
Porting Services
Meja Peraturan
Uptime Percentage is the time in which the SLA Eligible Service was available during the measurement period excluding any Uptime Exclusions. The measurement period is one (1) year from the date of activation and every following year beginning on the same date.
We will use reasonable commercial endeavors to solve any case of Unavailability within four (4) hours of notification (“Time to Repair” also known as “TTR”). TTR only applies in cases where the SLA Eligible Service is Unavailable. It does not apply to faults relating to reduced provision an SLA Eligible Service or the quality of an SLA Eligible Service.
Jika terjadi masalah di luar jaringan, komitmen TTR empat (4) jam tidak berlaku. "Masalah di luar jaringan" berarti setiap masalah atau masalah yang memerlukan tindakan dalam sistem atau jaringan yang dioperasikan atau dimiliki oleh pihak ketiga. Dalam kasus ini, kami akan menggunakan upaya komersial yang wajar untuk mencapai TTR delapan (8) jam, namun tidak ada Kredit Layanan yang berlaku dalam hal ini.
Setiap tahun 99,9
“Unavailable” or “Unavailability” means the following based on the specific SLA Eligible Service:
LAYANAN YANG MEMENUHI SYARAT SLA
DEFINISI TIDAK TERSEDIA ATAU TIDAK TERSEDIANYA
Layanan Platform:
MessageBird API Voice
Dasbor MessageBird
Unavailable is when one (1) or more of the SLA Eligible Services are not available for use.
Unavailability is determined according to third party performance and monitoring services contracted by us at our sole discretion (the “Monitoring Service''). The Monitoring Service will be the sole determinator of unavailability. The Monitoring Service reports of availability are currently available at status.messagebird.com; provided that service issues or outages relating to any Uptime Exclusions shall not be deemed as unavailability. Unavailability is calculated per each individual SLA Eligible Service , not combined as a total, averaged, or aggregated across the SLA Eligible Service.
Layanan SMS:
MessageBird API REST
MessageBird Mail to SMS Service Platform SMPP MessageBird (Pesan Singkat Peer-to-Peer)
Unavailability is determined according to third party performance and monitoring services contracted by us at our sole discretion (the “Monitoring Service''). The Monitoring Service will be the sole determinator of unavailability. The Monitoring Service reports of availability are currently available at status.messagebird.com; provided that service issues or outages relating to any Uptime Exclusions shall not be deemed as unavailability. Unavailability is calculated per each individual SLA Eligible Service Platform Service, not combined as a total, averaged, or aggregated across the SLA Eligible ServicePlatform Services.
Layanan Email:
Pemula Email MessageBird
MessageBird Email Premier
MessageBird Email Premium
Email MessageBird Enterprise
Unavailable is when, in a given second, you attempt to make: (a) API calls to an SLA Eligible Service and all such API calls fail due to either an SLA Eligible Service server-side timeout or internal service error; and/or (b) SMTP injections into the SLA Eligible Service and all such SMTP injections fail due to either an SLA Eligible Service server-side timeout or internal service error.
Ketidaktersediaan dihitung per masing-masing Layanan yang Memenuhi Syarat SLA, tidak digabungkan sebagai total, rata-rata, atau gabungan di seluruh Layanan yang Memenuhi Syarat SLA.
Layanan API Pemberitahuan Push: Balok Pendorong
(berlaku untuk paket khusus dan pelanggan dengan paket standar yang membeli tingkat layanan yang lebih tinggi, dalam setiap kasus sebagaimana ditentukan dalam Formulir Pesanan yang berlaku)
Tidak tersedia adalah periode waktu di mana API tidak merespons permintaan, atau throughput penerbitan notifikasi di bawah seratus ribu (100.000) notifikasi per menit. "API" berarti Pusher REST API yang digunakan untuk mengirimkan layanan.
Layanan Video:
API Data
Contoh
API Penjaga
Unavailable is the time the SLA Eligible Service is not fully operational available for use by you and your users in accordance with Perjanjian. The availability statistics for the SLA Eligible Service can be found at status.messagebird.com.
Layanan Suara
Tidak tersedia adalah periode waktu di mana Layanan yang Memenuhi Syarat SLA mengalami kehilangan sinyal pada salah satu (1) atau kedua arah transmisi. Dalam semua kasus lainnya, Layanan yang Memenuhi Syarat SLA dianggap tersedia. Ketidaktersediaan untuk setiap Layanan yang Memenuhi Syarat SLA diukur per nomor, tidak digabungkan sebagai total, rata-rata, atau agregat di seluruh Layanan yang Memenuhi Syarat SLA
Layanan Nomor
Tidak tersedia adalah periode waktu di mana Layanan yang Memenuhi Syarat SLA mengalami kehilangan sinyal pada salah satu (1) atau kedua arah transmisi. Dalam semua kasus lainnya, Layanan yang Memenuhi Syarat SLA dianggap tersedia. Ketidaktersediaan untuk setiap Layanan yang Memenuhi Syarat SLA diukur per nomor, tidak digabungkan sebagai total, rata-rata, atau gabungan di seluruh Layanan yang Memenuhi Syarat SLA.
Layanan Telserv:
DIDs (Inbound Voice)
Suara Dua Arah (Iklan Terpadu)
Mobile Numbers
Toll-Free Numbers
Nomor Bebas Pulsa Internasional Universal (UIFN)
SIP Trunking
Number Management Portal
Global Voice Network
Porting Services
Meja Peraturan
Unavailable is any period of time during which the SLA Eligible Service has a loss of signal in one (1) or both transmission directions for an SLA Eligible Service. In all other cases, the SLA Eligible Serviceis considered to be available. Unavailability for each SLA Eligible Service is measured per number, not combined as a total, averaged, or aggregated across SLA Eligible Services.
Kecuali untuk penipuan atau kesalahan pelaporan material yang dapat dibuktikan, data kami sehubungan dengan setiap Layanan yang Memenuhi Syarat SLA bersifat mengikat dan final.
For purposes of calculating whether we have met the applicable Uptime Percentage Threshold and notwithstanding anything ke contrary, a SLA Eligible Service will not be considered to be Unavailable if such Unavailability is caused by or arises out of one of the following (“Uptime Exclusions”):
Faktor-faktor di luar kendali wajar kami, termasuk, tanpa batasan, peristiwa force majeure, peristiwa cuaca, pengaruh bangunan dan struktur (jika berlaku untuk Layanan yang Memenuhi Syarat SLA yang relevan), masalah atau masalah terkait penyedia telekomunikasi, akses internet, atau masalah terkait yang terjadi di luar titik demarkasi layanan kami (atau subkontraktor hosting langsung kami (yaitu di luar titik di jaringan tempat kami mempertahankan akses dan kontrol atas Layanan yang relevan), kepatuhan terhadap persyaratan, arahan, atau kewajiban serupa berdasarkan atau sesuai dengan hukum yang berlaku;
Any action or inaction by you, your users, or any third party (other than our agents and subcontractors) including, where applicable ke SLA Eligible Services, your failure to comply with our instructions and your failure to provide reasonable access to relevant equipment;
Issues resulting from or arising out of your applications (including Customer Applications), equipment, software or other technology and/or third party equipment, software or other technology not provided by MessageBird (including, if applicable, any of its Affiliates) under the Order Form;
Our ability to suspend or terminate your access to the applicable Service in accordance with Perjanjian;
Non-production use of the Email Service;
Any scheduled maintenance;
Maintenance on the Video Service including scheduled maintenance, disaster recovery testing, or to optimize or repair the Video Services that may impact the availability of the Video Services, provided we notify you seven (7) working days in advance of such maintenance. Any scheduled maintenance of the Video Services will not be performed between 08:00 - 20:00 CET.
Unscheduled maintenance on the Push Notification API Service that is performed outside of normal business hours of 09:00 to 17:00 UTC, provided that we have used reasonable endeavors to give you at least four (4) hours’ advance notice;
Emergency maintenance on the Services, including maintenance on critical system changes that cannot wait for scheduled maintenance;
Use of the applicable SLA Eligible Service in breach of Perjanjian;
Beta Products; and
Pembaruan atau modifikasi pada Layanan Telserv, asalkan Layanan Telserv telah memberi tahu Anda tentang kemungkinan pembaruan atau modifikasi tersebut;
In the event we do not meet the applicable Uptime Percentage Threshold for the SLA Eligible Service you purchased, you will be entitled to request the applicable Service Credit listed in the table below. In each case you believe you are entitled to a Service Credit, you must notify us of such entitlement based on the applicable Prosedur Permintaan Kredit below.
Siapa yang tidak dapat mengklaim. You will not be eligible for any Service Credits if (i) you breached Perjanjian, or (ii) your claim relates to an aspect of our Services for which Service Credits do not apply (including where Service Credits are not specified as applicable in any Order Form, Perjanjian, the Product Specific Terms or otherwise), or (iii) if you use an SLA Eligible Service by means of a free or pay as you go plan through an online self service portal.
LAYANAN YANG MEMENUHI SYARAT SLA
Kredit Layanan untuk Layanan yang Memenuhi Syarat SLA
(per kolom di sebelah kiri)
Credit Request Procedure
Kegagalan untuk mematuhi prosedur permintaan Kredit Layanan ini akan menghilangkan hak Anda untuk menerima Kredit Layanan.
Layanan Platform:
MessageBird API Voice
MessageBird Dashboard
A credit of ten percent (10%) of the pro rata fee paid by you for the specific SLA Eligible Service experiencing Unavailability during the calendar month in which the Uptime Percentage falls below the Uptime Percentage Threshold.
You must submit a ticket here within thirty (30) days of the date in which the Unavailability occurred.
Tiket harus mencantumkan (i) "Klaim SLA" sebagai subjek tiket; (ii) tanggal dan waktu Ketidaktersediaan yang Anda minta kreditnya; dan (iii) informasi apa pun yang berlaku yang mendokumentasikan pemadaman yang diklaim. Kegagalan dalam mematuhi prosedur permintaan kredit layanan ini akan menghilangkan hak Anda untuk menerima Kredit Layanan.
Jika kami memutuskan bahwa Anda memenuhi syarat untuk mendapatkan Kredit Layanan, kami akan menerapkan Kredit Layanan tersebut dalam waktu enam puluh (60) hari setelah Kredit Layanan disetujui oleh kami.
Layanan SMS:
MessageBird API REST
MessageBird Mail to SMS Service
MessageBird SMPP Platform (Short Message Peer-to-Peer)
Kredit sebesar sepuluh persen (10%) dari biaya pro rata yang dibayarkan oleh Anda untuk Layanan Platform yang Memenuhi Syarat SLA tertentu yang mengalami Ketidaktersediaan selama bulan kalender di mana Persentase Waktu Aktif berada di bawah Ambang Batas Persentase Waktu Aktif.
You must submit a ticket here within thirty (30) days of the date in which the Unavailability occurred.
The ticket must include (i) “SLA Claim” as the subject of the ticket; (ii) the dates and times of the Unavailability for which you are requesting credit; and (iii) any applicable information that documents the claimed outage. Failure to comply with these service credit request procedures will forfeit your right to receive a Service Credit.
Jika kami memutuskan bahwa Anda memenuhi syarat untuk mendapatkan Kredit Layanan, kami akan menerapkan Kredit Layanan tersebut dalam waktu enam puluh (60) hari setelah Kredit Layanan disetujui oleh kami.
Layanan Email:
Pemula Email MessageBird
MessageBird Email Premier
MessageBird Email Premium
Email MessageBird Enterprise
A credit of five percent (5%) of the pro rata fee paid for the relevant SLA Eligible Service during the calendar month in which the Monthly Uptime Percentage falls below the Monthly Uptime Percentage Threshold for that SLA Eligible Service. Service Credits for the SLA Eligible Service will not exceed fifty percent (50%) of fees payable for the SLA Eligible Service in a single month. Service credits that would be available but for this limitation will not be carried forward to a future billing period.
To request a Service Credit, you must notify your Account Manager in writing by email within thirty (30) days from the time you become eligible for a Service Credit, with a copy notice provided to support@sparkpost.com.
Email harus menyertakan (i) "Klaim SLA" sebagai subjek email; (ii) tanggal dan waktu Ketidaktersediaan yang Anda minta untuk mendapatkan kredit, dan (iii) informasi apa pun yang berlaku yang mendokumentasikan pemadaman yang diklaim.
Jika kami memutuskan bahwa Anda memenuhi syarat untuk mendapatkan Kredit Layanan, kami akan menerapkan Kredit Layanan tersebut dalam waktu enam puluh (60) hari setelah Kredit Layanan disetujui oleh kami.
Layanan API Pemberitahuan Push:
Balok Pendorong
Pendorong Channels
(dalam setiap kasus di atas sebagaimana berlaku untuk paket khusus dan pelanggan dengan paket standar yang membeli tingkat layanan yang lebih tinggi, sebagaimana ditentukan dalam Formulir Pesanan yang berlaku)
Setiap tiga puluh (30) menit Ketidaktersediaan sama dengan lima persen (5%) dari biaya yang harus dibayarkan untuk Layanan yang Memenuhi Syarat SLA yang terpengaruh oleh Ketidaktersediaan, dengan ketentuan bahwa kredit layanan agregat maksimum yang dapat diterapkan untuk periode penagihan apa pun tidak akan melebihi 100% dari biaya yang harus dibayarkan selama periode penagihan tersebut. Kredit layanan yang akan tersedia tetapi karena batasan ini tidak akan diteruskan ke periode penagihan berikutnya.
You must notify your Account Manager to inquire about your eligibility for any Service Credits.
Any Service Credits due will be shown as a deduction from the amount due from you in the invoice for the billing period to which such Service Credits relate, or in any future invoice issued by us under Perjanjian, with a clear indication of the billing period to which such Service Credits relate. Any Service Credits due to you for the last month of the Contract shall be refunded by us.
Layanan Video:
Data API
Instance
Keeper API
Kredit satu (1) hari Layanan yang Memenuhi Syarat SLA tambahan akan ditambahkan pada akhir siklus penagihan untuk setiap 0,1% di bawah Ambang Batas Persentase Uptime untuk Layanan Video yang berlaku.
To request a Service Credit, you must notify your Account Manager in writing by email within thirty (30) days from the time you become eligible for a Service Credit, with a copy notice provided to support@24sessions.com.
Email harus menyertakan (i) "Klaim SLA" sebagai subjek email; (ii) tanggal dan waktu Ketidaktersediaan yang Anda minta untuk mendapatkan kredit, dan (iii) informasi apa pun yang berlaku yang mendokumentasikan pemadaman yang diklaim.
Layanan Suara
Unavailability as follows:
99,89% - 99,80% sama dengan 15% dari MRC tahunan;
99,79% - 99,70% sama dengan 20% dari MRC tahunan;
Kurang dari 99,70% sama dengan 30% dari MRC tahunan. Total biaya reguler
terjadi berulang kali (secara berkala, umumnya bulanan),
independent of the usage of an SLA Eligible Service is the Month Recurring Cost (“MRC”).
TTR (time to repair) for Premium Rate or Shared Cost Numbers as follows:
>4 and ≤6 hours is equal to 10% of the annual MRC;
>6 and ≤8 hours is equal to 20% of the annual MRC;
>8 and ≤10 hours is equal to 30% of the annual MRC;
>10 hours is equal to 40% of the annual MRC.
TTR for all other Numbers as follows:
>4 and ≤6 hours is equal to 1% of the average call charges;
>6 and ≤8 hours is equal to 2% of the average call charges;
>8 and ≤10 hours is equal to 3% of the average call charges;
>10 hours is equal to 4% of the average call charges.
Biaya panggilan rata-rata adalah rata-rata biaya panggilan yang ditagihkan dalam tiga bulan terakhir
bulan sebelum acara berlangsung.
Dalam hal apa pun, Kredit Layanan pada tahun tertentu tidak akan melebihi €5.000. Kredit Layanan yang akan tersedia tetapi karena batasan ini tidak akan diteruskan ke periode penagihan berikutnya.
The TTR is definitively measured by the Fault Management System (“FMS”). The FMS starts when you report a failure in conformity in accordance with this SLA and a report is opened by the us. The TTR ends when we have solved the issue and we closed the report. We will attempt to alert you when the failure has been resolved. If the SLA Eligible Service is not repaired within the TTR (excluding Off-net issues), you can submit a request for a Service Credit.
You must report SLA Eligible Service failures in writing to your Account Manager, citing the reasons within thirty (30) days from the end of the applicable measurement period or from the relevant event of a TTR, whichever applies. Your report should clearly identify that you are requesting Service Credit.
Jika kami memutuskan bahwa Anda memenuhi syarat untuk mendapatkan Kredit Layanan, kami akan menerapkan Kredit Layanan tersebut dalam waktu enam puluh (60) hari setelah Kredit Layanan disetujui oleh kami.
Layanan Nomor
Unavailability as follows:
99,89% - 99,80% sama dengan 15% dari MRC tahunan;
99,79% - 99,70% sama dengan 20% dari MRC tahunan;
Kurang dari 99,70% sama dengan 30% dari MRC tahunan. Total biaya reguler
terjadi berulang kali (secara berkala, umumnya bulanan),
independent of the usage of an SLA Eligible Service is the Month Recurring Cost (“MRC”).
TTR (time to repair) for Premium Rate or Shared Cost Numbers as follows:
>4 and ≤6 hours is equal to 10% of the annual MRC;
>6 and ≤8 hours is equal to 20% of the annual MRC;
>8 and ≤10 hours is equal to 30% of the annual MRC;
>10 hours is equal to 40% of the annual MRC.
TTR for all other Numbers as follows:
>4 and ≤6 hours is equal to 1% of the average call charges;
>6 and ≤8 hours is equal to 2% of the average call charges;
>8 and ≤10 hours is equal to 3% of the average call charges;
>10 hours is equal to 4% of the average call charges.
Biaya panggilan rata-rata adalah rata-rata biaya panggilan yang ditagihkan dalam tiga bulan terakhir
bulan sebelum acara berlangsung.
Dalam hal apa pun, Kredit Layanan pada tahun tertentu tidak akan melebihi €5.000. Kredit Layanan yang akan tersedia tetapi karena batasan ini tidak akan diteruskan ke periode penagihan berikutnya.
The TTR is definitively measured by the Fault Management System (“FMS”). The FMS starts when you report a failure in conformity in accordance with this SLA and a report is opened by the us. The TTR ends when we have solved the issue and we closed the report. We will attempt to alert you when the failure has been resolved. If the SLA Eligible Service is not repaired within the TTR (excluding Off-net issues), you can submit a request for a Service Credit.
You must report SLA Eligible Service failures in writing to your Account Manager, citing the reasons within thirty (30) days from the end of the applicable measurement period or from the relevant event of a TTR, whichever applies. Your report should clearly identify that you are requesting Service Credit.
Jika kami memutuskan bahwa Anda memenuhi syarat untuk mendapatkan Kredit Layanan, kami akan menerapkan Kredit Layanan tersebut dalam waktu enam puluh (60) hari setelah Kredit Layanan disetujui oleh kami.
Layanan Telserv:
DIDs (Inbound Voice)
Two Way Voice (Unified Commercials)
Mobile Numbers
Toll-Free Numbers
Nomor Bebas Pulsa Internasional Universal (UIFN)
SIP Trunking
Number Management Portal
Global Voice Network
Porting Services
Meja Peraturan
Unavailability as follows:
99,89% - 99,80% sama dengan 15% dari MRC tahunan;
99,79% - 99,70% sama dengan 20% dari MRC tahunan;
Kurang dari 99,70% sama dengan 30% dari MRC tahunan. Total biaya reguler
terjadi berulang kali (secara berkala, umumnya bulanan),
independent of the usage of an SLA Eligible Service is the Month Recurring Cost (“MRC”).
TTR (time to repair) for Premium Rate or Shared Cost Numbers as follows:
>4 and ≤6 hours is equal to 10% of the annual MRC;
>6 and ≤8 hours is equal to 20% of the annual MRC;
>8 and ≤10 hours is equal to 30% of the annual MRC;
>10 hours is equal to 40% of the annual MRC.
TTR for all other Numbers as follows:
>4 and ≤6 hours is equal to 1% of the average call charges;
>6 and ≤8 hours is equal to 2% of the average call charges;
>8 and ≤10 hours is equal to 3% of the average call charges;
>10 hours is equal to 4% of the average call charges.
Biaya panggilan rata-rata adalah rata-rata biaya panggilan yang ditagihkan dalam tiga bulan terakhir
bulan sebelum acara berlangsung.
Dalam hal apa pun, Kredit Layanan pada tahun tertentu tidak akan melebihi €5.000. Kredit Layanan yang akan tersedia tetapi karena batasan ini tidak akan diteruskan ke periode penagihan berikutnya.
The TTR is definitively measured by the Telserv Fault Management System (“FMS”). The FMS starts when you report a failure in conformity in accordance with this SLA and a report is opened by the us. The TTR ends when we have solved the issue and we closed the report. We will attempt to alert you when the failure has been resolved. If the Telserv Service is not repaired within the TTR (excluding Off-net issues), you can submit a request for a Service Credit.
You must immediately report SLA Eligible Service failures in writing to your Account Manager, citing the reasons within thirty (30) days from the end of the applicable measurement period or from the relevant event of a TTR, whichever applies. Your report should clearly identify that you are requesting Service Credit.
Jika kami memutuskan bahwa Anda memenuhi syarat untuk mendapatkan Kredit Layanan, kami akan menerapkan Kredit Layanan tersebut dalam waktu enam puluh (60) hari setelah Kredit Layanan disetujui oleh kami.
Service Credits are granted at our sole discretion and only after our confirmation of the nature and accuracy of any alleged Unavailability. Service Credits will not entitle you to any refund or other payment from us. Service Credits may not be transferred or applied to any other account and will be credited to any Prepaid Balance (or if none applies, a Prepaid Balance may be set up for you).
Sole Remedy. Unless otherwise expressly provided in Perjanjian and to the fullest extent permitted by applicable law, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide each SLA Eligible Service is the receipt of a Service Credit (if eligible) in accordance with the terms of Perjanjian.
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