Ygnition Networks Service Level Agreement

Ygnition Networks is committed to providing a very high level of service and customer support for our high speed data communications systems and network. We employ a team of talented engineers, project managers, technicians, and responsive account representatives to meet and exceed customer expectations.

T-1 point-to-point data circuits are typically off the Ygnition Network and are "unmonitored". Ygnition Network partners predominantly with AT&T for installation and ongoing technical support for T-1 point-to-point data circuits.

Provisioning    

Ygnition Networks' provisioning is a fully managed process. A typical circuit is installed within 30-45 days. The provisioning process includes:

• Order placement and progress managed by Ygnition's provisioning group
• Circuit due dates (usually within 5 business days) with updates as needed
• Immediate notification of completion

Customer Service and Support

• The Network Operation Call Center provides toll-free, technician-supplied technical support Monday through Friday, from 4:00 AM--9:00 PM (Pacific Standard Time), and Saturday from 9:00 AM--6:00 PM PST, excluding major holidays.  
• Our Call Center has two tiers of support for escalation. Any issues that cannot be resolved by the Call Center staff taking the call will be escalated to a Tier 2 level representative.  
• The service level standards for the Call Center are: Average Speed to Answer: less than 30 seconds; Call Abandonment Rate: 10% or less, subject to force Majeure events. Staffing is balanced throughout the day to match call volume.
• Trouble tickets are logged in the Client database for tracking and reporting.
• Point-to-point data circuits provided by Ygnition are "un-monitored circuits".   Ygnition will be unaware when circuit failure occurs, unless notified by Client.   Subject to Force Majeure events, upon receipt of notification of circuit failure by Client during regular Call Center business hours stated above, and within 8 hours outside regular business hours, immediately employ its best efforts to diligently commence diagnosing, analyzing and correcting such failure. If the failure cannot be corrected remotely within one (1) hour, Ygnition agrees to immediately open a trouble ticket with the appropriate carrier and will keep Customer informed of progress and when service is returned.  
• A Technician is on-call 24/7, 365 days a year to ensure reliable connectivity and responsiveness.
• Our service standard is to diagnose problems and either fix or initiate dispatch repair service within one (1) hour.

Our Pledge      

Ygnition Networks guarantees 99% availability of point-to-point T-1 circuits (as defined in the customer's contracts). At customer's request, if downtime exceeds 1% Ygnition will credit the customer pro-rated charges for one full day of the Ygnition monthly fee. If downtime exceeds 5%, the customer will receive the next month free. In the event services to Customer become unavailable, lost, or interrupted for a period greater than three (3) consecutive business days, other than as a result of a Force Majeure, Customer shall have the right to terminate the Service Agreement.

Ygnition Commercial Escalation

1) The customer will need to insure site gear integrity.  If a LEC tech is dispatched and finds that the site equipment was the problem, there will be a service charge to the customer charged by the LEC.

 If the site gear checks out, the customer will open an ATT ticket using the standard 1-877-288-3499 automated system.  In order to do this, they will need:

• Circuit ID for the problematic circuit
• Address and Site contact and telephone number for all customer controlled sites
• Site call back number
• Circuit status (up/down/intermittent/taking errors)
• Site gear power status

ATT will engage the automated testing system and locate any outstanding problems.

ATT will contact the customer at the number left for site contact in the trouble-ticket with a resolution or a request for a site access time for a LEC dispatch or a request for an intrusive testing time.

2) If ATT is unable to provide a solution, the customer will bring the Ygnition NOC into the issue.  The primary mode of request for YNOC intervention is noc@ygnition.com.  Telephone hours for the YNOC are 5AM to 8PM PT Monday through Friday and 9am to 6 PM Saturday and Sunday.  The contact number is 1-206-574-5495 or toll free 1-866-574-5495. The after hours phone number for the NOC is (currently unavailable).

In order to bring the YNOC into the issue, they will need the following information:

The YNOC will engage ATT on the issue and escalate as needed.  YNOC will advise all parties of all updates as they come in.

For level 3+ escalations, please ensure that 60 minutes has passed before escalating to the next level to allow technicians to work the issue. Also, please note that escalations within Ygnition Networks, Inc. do not correspond with escalations within AT&T. The Ygnition Network Operations Center will continue to escalate within AT&T’s organization without requiring an escalation within Ygnition’s process.

3) To escalate to level 3, please contact Dave Zilch at (513) 936-0440 or (513) 617-8827.  He will co-ordinate any further efforts to insure the best resolution is reached as soon as possible.

4) To escalate to level 4, please contact Nikos Mouat at nikm@ygnition.com / phone: (206) 574-5476 or (206) 310-2928.

5) To escalate to level 5, please contact Dan Wilson at dwilson@ygnition.com / phone: (206) 574-5462 or (925) 250-8964.

6) To escalate to level 6, please contact Glenn Meyer at gmeyer@ygnition.com / phone: (206) 574-5460.