
© Time Warner Cable Business Class
Comparing Service Level Agreements
AT&T Verizon Paetec XO One Communications tw telecom TWCBC
Network/ Service
Availability
99.999% 99.90% 100% N/A N/A 99.99% 99.97%
Mean Time to
Restore
3 hrs N/A N/A N/A N/A N/A N/A
Service
Interruption
Timeframe(s)
>3 hrs >45 mins
>30 mins
>24 hrs
>4 hrs <8 hrs
>8 hrs <12 hrs
>12 hrs <16 hrs
>16 hrs <24 hrs
>4 hrs
>48 hrs
>5 mins <4 hrs
>4 hrs <8 hrs
>8 <12
>12 <16
>16 <24
>24 hrs
>1 hr
>24 hrs
Credits
(based on MRC)
1/30 1/30
1/30
1/15
1/120
1/90
1/60
1/30
1/30
100%
5%
10%
15%
20%
35%
50%
1/30
1/10
Mechanism for
Receiving Credit
Customer-
Initiated
Customer-Initiated
Customer
-Initiated
Customer-
Initiated
Customer-Initiated
Customer-
Initiated
Customer-
Initiated
Source
T-1
Shopper's
T-1 SLA
Comparison
Matrix
Verizon Business
Voice over IP SLA.
SLA also includes
credits for missing
jitter, latency,
packet delivery,
and MOS
thresholds.
Paetec
SLA
CA Tariff (XO
does not offer
SLA for PRI
service)
OneCommunications
SLA for ISDN PRI
tw telecom
Traditional
Voice Services
SLA
TWCBC
PRI SLA
27
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