{"id":2487,"date":"2020-08-14T08:55:06","date_gmt":"2020-08-14T15:55:06","guid":{"rendered":"https:\/\/www.ngx-mx.com\/clone-of-service-level-agreement\/"},"modified":"2023-08-04T11:28:40","modified_gmt":"2023-08-04T18:28:40","slug":"service-level-agreement-en","status":"publish","type":"page","link":"https:\/\/ngxnetworks.com\/en\/service-level-agreement-en\/","title":{"rendered":"Service Level Agreement"},"content":{"rendered":"

Service Level Agreement<\/h1>\n

This document applies only to Cloud PBX, SIP Trunks and Data Center Platforms; which must be available 24×7 to be used by any client who requests it.Standard plan<\/strong> has an availability of 98% per month. Within this plan theplatform is in a single data center.HA (high availability) plan<\/strong> has an availability of 99.5% per month. Withinthis plan the platform is located in two different data centers with onedistance greater than 100KM from one to another. NGX has several PoP\u2019s in whichmay be used to provide services. If the client wants their services to befound in a specific PoP, this will be established in the commercial proposal withthe client.Availability percentage: <\/strong>Availability is calculated monthly by subtracting thetotal time (100%) the percentages of downtime that would have occurredin that period.Inactivity time: <\/strong>It is the sum in minutes of all the periods in which theservice has not been available and whose duration has been greater than 5 minutes.Normal Hours of Operation: <\/strong>Monday through Friday from 8:00 AM to 10:00 PMCentral Mexico Hours. Saturdays and Sundays from 9:00 AM to 10:00 PM Central TimeMexico.Maintenance Times: <\/strong>NGX reserves up to a maximum of 6 hours per monthoutside the established hours of normal operation, in order to carry outmaintenance or upgrades on related equipment, components, or systemsWith the service. This time will be excluded for the purposes of the level calculationsservice. Maintenance will be announced in advance by mailelectronic or will be announced on the NGX portal.Exclusions to the SLA: <\/strong>Loss of service availability caused by (i) problemsbeyond the reasonable control of NGX, including but not limited to SYN \/ denial ofservice or similar attacks, mail bombs, DNS resolution, hardware failure,Internet availability on the customer’s portion of the network, provider problemsIP transit, or (ii) any loss of Services related to periods of time inthose where equipment at the customer’s premises is being replaced or repaired;(iii) any problems related to the Services due to the transfer ornumber portability, either incoming or outgoing; or (iv) maintenancescheduled or emergency will be excluded from service availability calculations;(iv) problems caused by system administration, settings, commands,lack of access to the web portal or other changes made by the Client; or (v) problemsderived from the use by the Client of hardware, software or applications ofthird parties not previously approved by NGX, any case of force majeure.Availability Guarantee: <\/strong>In the event that NGX does not meet the objectives ofavailability of the service, the Client will have the right and must request thecorresponding compensation within 7 days of the failure orfailure to meet SLA targets. If the request is not made by theclient within the established period this will no longer proceed.Once the minimum availability of the service according to the contracted SLA has been exceeded, theClient will be entitled to compensation according to the following table:<\/span><\/p>\n\n\n\n\n\n\n\n\n\n\n
\n

Time of Unavailability<\/p>\n<\/th>\n

\n

Compensation<\/p>\n<\/th>\n<\/tr>\n<\/thead>\n

\n

1 to 2 Hours<\/p>\n<\/td>\n

\n

10% of the monthly fee<\/p>\n<\/td>\n<\/tr>\n

\n

2 to 4 Hours<\/p>\n<\/td>\n

\n

15% of the monthly fee<\/p>\n<\/td>\n<\/tr>\n

\n

4 to 6 Hours<\/p>\n<\/td>\n

\n

25% of the monthly fee<\/p>\n<\/td>\n<\/tr>\n

\n

6 to 10 Hours<\/p>\n<\/td>\n

\n

35% of the monthly fee<\/p>\n<\/td>\n<\/tr>\n

\n

10 to 16 Hours<\/p>\n<\/td>\n

\n

50% of the monthly fee<\/p>\n<\/td>\n<\/tr>\n

\n

16 to 24 Hours<\/p>\n<\/td>\n

\n

65% of the monthly fee<\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

NGX Standard SLA<\/h2>\n\n\n\n\n\n\n\n\n
\n

Incidence level<\/p>\n<\/th>\n

\n

Response time<\/p>\n<\/th>\n<\/tr>\n<\/thead>\n

\n

Critical – 100% of users in a location are affected.<\/p>\n<\/td>\n

\n

1 Hour.<\/p>\n<\/td>\n<\/tr>\n

\n

High – 50% of users in a location are affected.<\/p>\n<\/td>\n

\n

4 Hour.<\/p>\n<\/td>\n<\/tr>\n

\n

Normal – 10% of users in a location are affected<\/p>\n<\/td>\n

\n

24 Hour.<\/p>\n<\/td>\n<\/tr>\n

\n

Low – Changes, Requests, Questions.<\/p>\n<\/td>\n

\n

48 Hour.<\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

NGX Premium SLA<\/h2>\n\n\n\n\n\n\n\n\n
\n

Incidence level<\/p>\n<\/th>\n

\n

Response time<\/p>\n<\/th>\n<\/tr>\n<\/thead>\n

\n

Critical – 100% of users in a location are affected.<\/p>\n<\/td>\n

\n

25 Min.<\/p>\n<\/td>\n<\/tr>\n

\n

High – 50% of users in a location are affected.<\/p>\n<\/td>\n

\n

45 Min.<\/p>\n<\/td>\n<\/tr>\n

\n

Normal – 10% of users in a location are affected<\/p>\n<\/td>\n

\n

8 Hours.<\/p>\n<\/td>\n<\/tr>\n

\n

Low – Changes, Requests, Questions.<\/p>\n<\/td>\n

\n

12 Hours.<\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

Do you want to speak to an advisor?<\/strong><\/h3>\n","protected":false},"excerpt":{"rendered":"

Service Level Agreement This document applies only to Cloud PBX, SIP Trunks and Data Center Platforms; which must be available 24×7 to be used by any client who requests it.Standard plan has an availability of 98% per month. Within this plan theplatform is in a single data center.HA (high availability) plan has an availability of […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-2487","page","type-page","status-publish","hentry","post-wrapper","thrv_wrapper"],"_links":{"self":[{"href":"https:\/\/ngxnetworks.com\/en\/wp-json\/wp\/v2\/pages\/2487","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ngxnetworks.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/ngxnetworks.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/ngxnetworks.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ngxnetworks.com\/en\/wp-json\/wp\/v2\/comments?post=2487"}],"version-history":[{"count":3,"href":"https:\/\/ngxnetworks.com\/en\/wp-json\/wp\/v2\/pages\/2487\/revisions"}],"predecessor-version":[{"id":5356,"href":"https:\/\/ngxnetworks.com\/en\/wp-json\/wp\/v2\/pages\/2487\/revisions\/5356"}],"wp:attachment":[{"href":"https:\/\/ngxnetworks.com\/en\/wp-json\/wp\/v2\/media?parent=2487"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}