Data Delivery Rate

Data delivery rate is the percentage of un-errored data packets received to the total sent data packets attempted. ASA’s target for data delivery rate is 99.95% for all data packets sent within the client’s subscription rate (bandwidth). Remedial action from the ASA Network Operations Center (NOC) will take place when the data delivery rate is determined to be below 99.95%. Remediation for failure to meet data delivery objectives will be handled as a minor outage and would only become a major outage if the client determines that their service is degraded to a point that it is unusable.

Network Latency

ASA’s Internet access network latency target will be no greater than 35msec of round-trip transmission delay between the ASA managed client router (loopback interface, etc.) and an AREN Internet egress router. This 35msec round trip transmission delay will be calculated as an average value for each 10-minute time sample. Remedial action from the ASA NOC will take place when the network latency is determined to be greater than 35msec. Remediation for failure to meet this objective will be handled as a Minor Outage and would only become a Major Outage if the client determines that their service is degraded to a point that it is unusable.

Network Jitter

Network jitter is the variation in delay of received data packets.  ASA’s average monthly jitter target will be no greater than 10msec between the ASA managed client router (loopback interface, etc.) and the ASA Internet egress router(s).  Remedial action from the ASA NOC will take place when the network jitter is determined to be greater than 10msec. Remediation for failure to meet this objective will be handled as a Minor Outage and would only become a Major Outage if the client determines that their service is degraded to a point that it is unusable.

Client Service Availability

Client Service Availability is the percentage of monthly service available hours to the total monthly hours.  ASA’s Managed Internet Access Service monthly availability target will be greater than or equal to 99.4%.  Unavailability due to client issues (local power, no response, etc.) will not be included in the availability calculation.  If there are consecutive months where a client’s availability SLA is not achieved, remedial action will be initiated by the ASA NOC to determine root cause of continued unavailability.