RELIANCE SERVICE LEVEL AGREEMENT 8x8

Challenge

Reliance Communication Privacy Policy


Reliance Communication Service Level  Agreement -8x8


Reliance Communication Service Level  Agreement - RingCentral


Reliance Communication Service Level  Agreement - Avaya


Reliance Communication Service Level Agreement - Capped SIP


Reliance Communication Service Level Agreement - PAYG SLIP


Severity Unplanned Disruption Description
0 Unplanned Downtime due to Complete System Failure. Level 0 issues result in complete system failure, due to the servers or network on which the Services are accessed not being available for a continuous period lasting greater than ten (10) minutes in length, but excluding the following: (i) any failure by a Customer to access Services caused by any failure, interruption, outage or other factor outside of Reliance Communications’s direct control, including without limitation, issues associated with Customer‘s (a) computers, (b) local area networks, (c) except with respect to the End to End Services Availability Commitment, internet service providers, and any internet connectivity not under Reliance Communications‘s direct control, (d) any Force Majeure event or (e) any event resulting from any actions or inactions of Customer, Customer’s agents or any third parties, (ii) unavailability that is caused by any equipment that is not within the direct control of Reliance Communications, or, except with respect to the End to End Services Availability Commitment, third party telecommunications providers; (iii) unauthorized use of, or modifications to hardware or software, and (iv) Planned Downtime.
1 Inoperable Business Function. Level 1 issues have a negative impact upon a large business function of the Services. This category is characterized by (i) major functionality loss and/or (ii) more than one important feature not working.
2 Business Function Limitation. Level 2 issues result in narrow functional limitations and situations that do not currently impair the Customer’s business activities while using Services. This category is characterized by (i) impaired functions that are used daily, (ii) an issue that adversely affects business performance and/or (iii) a temporary workaround being available.
3 Limited Occurrence Customer Issue. Level 3 issues result in a negative impact on specific functions within the Service that do not negatively impact daily operations. These issues are characterized by infrequent occurrence and/or intermittent function.
4 Minor System Issue. Level 4 errors are issues that do not affect business operations or have only minor impact.