Service Level Agreement
To us, a Service Level Agreement (SLA)
isn't a formality - it's our promise. Ranks – ITT
provides the service levels required to ensure
high-performance, reliability and availability,
while maximizing your user experience when moving
business-critical applications across the
Network/Internet. By surpassing the industry's
metric for standard performance, we offer the
industry's only proactive, performance guarantee
that covers the entire Network/Internet, not just
one single network. We can guarantee these levels
of reliability and performance because we connect
to and leverage the major backbone
providers and use our intelligent
route-control technology to select the optimal
path to deliver your traffic.
The Ranks – ITT SLA guarantees
packet delivery to the Internet over all the major
IP backbones. We proactively monitor, notify and
credit your account if there is an infraction. If
a qualifying service outage lasts longer than
thirty minutes, we'll also credit your monthly
bill. And our network is just as good as our
response times. Our SLA is another demonstration
of our commitment to building performance and
trust with each individual Ranks – ITT customer.
Our Service Level Agreement
addresses:
Service Availability: If your
service is down for more than thirty consecutive
minutes for reasons other than scheduled
maintenance or local loop, you will proactively
receive a credit on your monthly invoice.
Install Intervals: Ranks – ITT
guarantees that the installation of your Ethernet
connectivity will be completed within 25 business
days of order acceptance, credit approval and
capacity approval. Bangladesh-based E1
connectivity will be installed within 45 business
days from order acceptance and credit approval. If
these Install Intervals are not met, Ranks – ITT
will credit 100% of any Install fees charged for
the affected service.
DNS Services: Ranks – ITT
guarantees its
high-availability DNS service will always be
available. Any measurable interruption in DNS
service will result in a full credit on the entire
monthly DNS charge. And unlike any other provider,
any interruption will result in credits against IP
services.
Collocation (space, power,
environmental): Ranks – ITT offers
highly-competitive SLAs for collocation covering
power, environment and security, offering credits
up to one week for violations of stated service
levels. Ranks – ITT will also monitor and control
access to its facilities at all times, and will
provide electronic or written logs upon a
customer's request.
Internet Performance Metrics and
Reporting: Ranks – ITT has built a robust
performance management system that captures
service quality metrics from our Overlay Network
on a 24x7x365 basis. Service quality measurements
are based on active monitoring systems that gather
performance statistics on a regular basis using
Internet Control Message Protocol (ICMP) based
round trip measurements.
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