MNJ’s commitment to uptime is clearly documented in this Service Level Agreement (SLA). MNJ guarantees reliable Internet accessibility, data speed, and the highest quality technical support.
Service Quality:
The equipment and services covered by PremiumCare for Network Hardware will be available 99.999% of the time. This guarantee excludes outages that occur during maintenance windows, those caused by the customer or customer premises equipment, natural disasters, and local loops at customer premises. This guarantee shall not apply to any delay caused by a strike, lockout, civil commotion, an act of God, or any other event beyond MNJ’s control (a “force majeure event”) which results in MNJ being unable to timely perform any of its obligations hereunder, so long as MNJ diligently proceeds to perform such obligations after the end of such force majeure event.
Customer Care Quality/Proactive Outage Notification:
MNJ monitors all PremiumCare covered equipment and services as detailed on the PremiumCare description of service for the Service Components listed on the SOW. If MNJ deems the service unavailable, MNJ will notify the customer dependent on applicable escalation procedure set forth. MNJ’s Technical Support staff will then work with the customer to determine the cause of the outage and restore service during standard operating hours 8:00 a.m. – 6:00 p.m. Monday – Friday (except Federal and State of Illinois holidays).
Definitions:
As used herein, the following terms mean:
Critical Outage: A critical outage is a service failure caused by hardware or software that makes primary network access unavailable for all users.
Major Outage: A major outage is a non-critical service failure where an essential business need is affected.
Minor Outage: A minor outage is a non-critical service failure where no essential business process is affected.
Routine Outage: A routine outage is any issue not covered by the prior three definitions.
Response Time:
Critical Outage: 1 hour from Ticket Creation customer will receive a response with corrective actions listed.
Major Outage: 2 hours from Ticket Creation customer will receive a response with corrective actions listed.
Minor Outage: 2 hours from Ticket Creation customer will receive a response with corrective actions listed.
Routine: 4 hours from Ticket Creation customer will receive a response with corrective actions listed.
Time to Restore (TTR):
During standard operating hours 8:00 a.m. – 6:00 p.m. Monday – Friday (except Federal and State of Illinois holidays):
Critical Outage: 4 hours from Ticket Creation
Major Outage: 8 hours from Ticket Creation
Minor Outage: 24 hours from Ticket Creation
Routine: 48 hours from Ticket Creation
An outage is considered restored when MNJ notifies customer that the problem has been diagnosed, a solution identified, and the applicable hardware vendor has determined the replacement status of the service component.
TTR will be double those of standard operating hours for any outage during non-standard operating hours 6:00 p.m. – 8:00 a.m. Monday through Friday, all day Saturday, Sunday and all Federal and State of Illinois holidays.
Service Restoration:
Service Restoration is affected by the type of coverage purchased and customer location. TTR measurement for restoration begins from the time the replacement hardware is delivered to the customer site. One hour from receipt of equipment, MNJ will provide a remote technician to work with the customer to install the replaced service component.
Standard Maintenance:
Standard maintenance shall be performed during non-business hours between 10:00 p.m. and 5:00 a.m. 48 hours advanced notice of standard maintenance will be given. Downtime during standard maintenance will not constitute an outage or downtime covered in this SLA.
Failure to Meet SLAs:
Should specified levels of availability covered by this SLA fail to be achieved, MNJ will credit the customer’s account in the amount of 100% of the daily service rate for each 24-hour period that the specified levels of availability are not achieved. The customer’s credit in any one month shall not exceed the invoice for the month.
Internet Accessibility:
The Circuits, Products, and Managed Services ordered may have a vendor or carrier provided uptime / accessibility guarantee. The PremiumCare Managed Service offering adds an additional layer of service to help the customer manage service outages and to help resolve the outages by working with your selected carrier to the extent addressable.
Customer Care Quality:
Customers may report outages to MNJ. MNJ also provides 24 hours/7 days per week monitoring of covered Circuits, Products, and Managed Services. If MNJ independently detects a service interruption, degradation, or unavailability, MNJ will notify the customer dependent on applicable escalation procedures herein. MNJ’s Technical Support staff will then work with the customer to determine the cause of the outage. Regardless of who discovered the outage, MNJ will work with the carrier to restore covered network service in accordance with the Response Time and Time to Restore targets set out herein.
Definitions:
As used herein, the following terms mean:
Critical Outage: A critical outage is when the circuit has 50% or greater packet loss over a continual period of more than 10 minutes.
Major Outage: A major outage is when the circuit has 25-49% packet loss over a continual period of more than 10 minutes.
Minor Outage: A minor outage is when the circuit has 5-24% packet loss over a continuous period of more than 10 minutes.
Routine Outage: A routine outage is any issue not covered by the prior three definitions.
Response Times:
Critical Outage: 1 hour from Ticket Creation customer will receive a response with corrective actions listed.
Major Outage: 2 hours from Ticket Creation customer will receive a response with corrective actions listed.
Minor Outage: 2 hours from Ticket Creation customer will receive a response with corrective actions listed.
Routine: 4 hours from Ticket Creation customer will receive a response with corrective actions listed.
Time to Restore (TTR):
During standard operating hours 8:00 a.m. – 6:00 p.m. Monday – Friday (except Federal and State of Illinois holidays):
Critical Outage: 4 hours from Ticket Creation
Major Outage: 8 hours from Ticket Creation
Minor Outage: 24 hours from Ticket Creation
Routine: 48 hours from Ticket Creation
The target is considered met when MNJ notifies customer that the problem has been resolved and the service is available for customer to use.
TTR will be double those of standard operating hours for any outage during non-standard operating hours 6:00 p.m. – 8:00 a.m. Monday through Friday, all day Saturday, Sunday and all Federal and State of Illinois holidays.
Standard Maintenance:
Standard maintenance shall be performed during non-business hours between 10:00 p.m. and 5:00 a.m. 48 hours advanced notice of standard maintenance will be given.
Failure to Meet SLAs:
Should MNJ fail to meet its commitments in this SLA, MNJ will credit the customer’s account in the amount of 100% of the daily PremiumCare service rate for each 24-hour period that the specified levels of availability are not achieved. The customer’s credit in any one month shall not exceed the invoice amount for the month. Any additional refunds are the vendor or carrier’s responsibility under the terms of their SLA.
Network Operations Center (NOC):
MNJ’s US-based Network Operations Center team is not only well-trained to manage incidents, but also mentored via continuous review to become skilled business experts. MNJ’s NOC platform securely and seamlessly connects to your infrastructure, providing advanced event detection and efficient workflow management. Monitoring services provide detailed metrics and visibility, allowing our NOC monitoring team to react quickly and troubleshoot effectively.
To Report Service Issues:
The auto attendant will walk you through the proper steps to report a problem. Please clearly leave your name, company name, a brief description of the service issue you are experiencing, and a callback number. You will be contacted by a member of the MNJ staff to assist in the resolution process.
For Products and Services (as defined in the customer’s MSA and SOWs) to which no SLA is applicable, MNJ will respond to customer service issues on a time and materials basis and during regular business hours (except on Federal or State of Illinois holidays), using commercially reasonable efforts and in consideration of the service resources available at the time. Customer understands that customers with SLAs may be given priority for response.
Matt Ogden is MNJ’s Chief Operating Officer. Matt is widely recognized as the voice of the customer. He was, in fact, a customer of MNJ for 14 years. MNJ customers trust Matt for his command of IT and Digital Transformation within the context of optimized business outcomes.
Matt bridges the gap between legacy technology environments and practical future state success. He has a rare ability to meet the customer where they are and build high integrity, cost effective plans to help technology teams function better. He has even been called a CTO/CIO whisperer. His command of best practices comes from his 14+ years of experience as a leader within the Fortune 19 company – Marathon Petroleum Corporation.
Matt is a Management Information Systems (MIS) graduate from Kent State University. Matt is all about family and invests his free time into them while enjoying coaching and Disney World adventures. Matt is also an avid Cleveland Browns fan.