DNA Communications, Inc.
Service Level Agreement (SLA)
This Service Level Agreement (SLA) outlines the service levels you can expect from Digital Network Access Communications, Inc. (DNA, We, or Us) as part of your agreement with us. If you require a custom SLA, please contact DNA.
This SLA defines the service levels that DNA will provide. The Terms and Conditions of Digital Network Access Communications, Inc. (dba DNA Communications, Inc.) are incorporated into this Agreement and detail the obligations and responsibilities of both you (You or Your) and DNA.
We will allocate a local presence telephone number to you or take over responsibility for a telephone number ported from another operator. The availability of such numbers is subject to DNA’s number portability policy and our contractual arrangements with other operators. Incoming calls to these local presence numbers will be delivered to the numbers nominated and agreed with you, as specified in this Contract.
A. Our Obligations
We will strive to provide the Services 24/7 throughout the year. DNA’s Service Availability commitment is 99.5% or more each calendar year, starting from the Service Start Date and each anniversary thereafter. Failure to meet this commitment will entitle you to service credits as detailed in Section XIII.
B. Restrictions
A. Incident Reporting Procedure
We do not have an obligation to proactively monitor the Service.
B. Incident Escalation
Escalation can be invoked in the following situations:
Requests for escalation can be made via the Service Desk or directly, and we will respond within 30 minutes.
C. Major Incident Escalation
For major incidents, an action plan will be developed and communicated through a conference call or meeting. Both parties will nominate a “major incident manager” for communication. A major incident is defined as any failure causing significant loss of service to your customer base.
TTR Obligations for Services:
| Service Category | Service Affecting Incidents | Non-Service Affecting Incidents |
|---|---|---|
| Category 1 | 4 Hours | 48 Hours |
| Category 2 | 5 Hours | 48 Hours |
Failure to meet the TTR obligation for Service Affecting Incidents will entitle you to service credits as detailed in Section XIII.
The TTR period begins when you notify the Service Desk and an IRN is allocated. The period ends when the Service Desk notifies you of the resolution. Incidents originating from on-site equipment will be responded to within 4 hours.
We will provide a progress report within 30 minutes of your call and updates at agreed intervals until resolution. Updates can be requested by quoting the IRN.
Planned outages for maintenance or upgrades will be minimized. You will receive at least 3 Working Days’ notice, except in emergencies. Planned outages with less than 3 Working Days’ notice or affecting the DNA Network will be communicated as soon as practicable.
We will contact you within 15 minutes after service restoration. If you report that the issue is resolved or traced to a non-DNA Network, we will cancel ongoing processes.
If an issue is not caused by DNA’s services, infrastructure, network, or equipment, we will provide a report detailing the investigation and findings if requested.
For billing queries, contact DNA’s billing team from 9:00 am to 5:00 pm Central Standard Time, Monday to Friday, excluding public holidays.
Service credits will be provided as compensation for failures in meeting service standards.
Service Availability:
| Availability | Service Category 1 | Service Category 2 |
|---|---|---|
| 99.949% – 99.85% | 10% of average monthly Bill | 5% of average monthly Bill |
| 99.849% – 99.75% | 13% of average monthly Bill | 5% of average monthly Bill |
| 99.749% – 99.65% | 15% of average monthly Bill | 7.5% of average monthly Bill |
| 99.649% – 99.50% | 17.5% of average monthly Bill | 7.5% of average monthly Bill |
| Less than 99.50% | 20% of average monthly Bill | 10% of average monthly Bill |
Incident Management:
| Hours Past TTR | Service Category 1 | Service Category 2 |
|---|---|---|
| 0 – 3 | 5% of average monthly Bill | 2.5% of average monthly Bill |
| 3 – 6 | 7.5% of average monthly Bill | 3.5% of average monthly Bill |
| 6+ | 10% of average monthly Bill | 5% of average monthly Bill |
We will provide a monthly service delivery report within 72 hours, detailing performance and service credits due. Credits will be applied to your billing account in the following month.
Service credits will be applied in the month following the relevant measurement period or incident. Credits can offset future charges or be requested as payment if the account is in credit. BACS payments will be made if the account balance is zero.
