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Service Level Plan for Verizon Business (Domain Name) E-Mail Service ("E-Mail Service")
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Verizon Business E-Mail Service Description
"E-Mail Service" is a domain name email service that is separate from the Verizon.net
email platform. E-Mail Service is an additional service that Verizon Online makes
available as an option for certain Internet access services. E-Mail Service provides
you with business e-mail services and includes domain name services. Use of E-Mail
Service is subject to Verizon Online's email and anti-spam policies, including limitations
on the number and/or size of email messages that may be sent during a given time period,
or the number of recipients of a particular email. Further details of the E-Mail Service
are set forth in the Service Description for the version of the E-Mail Service you have
selected. E-Mail Service does not include Internet access or other interLATA services.
Verizon E-Mail Security
Verizon Online reserves the right in our sole discretion to provide the level of security
we deem appropriate to safeguard our network and customers, and other Internet users,
against Internet threats, including without limitation, viruses, spam, identity theft
and any other disabling or harmful threat. These security measures may include, but
are not limited to, the use of firewalls to block potentially harmful emails or
attachments, anti-spam filters anti-virus or anti-spyware software, or blocking
selected ports. Such activities may result in the blocking, filtering or non-delivery
of legitimate and non-legitimate email sent to or from your email account. By using any
Verizon Online-provided email service, you agree that delivery and receipt of email is
not guaranteed and to Verizon Online's use of such Internet and email security measures
we in our sole discretion deem appropriate.
Service Level Plan Limited Remedy
Verizon Online reserves the right to change, amend, or revise the Service Level Plan at
any time, with or without prior notice. In the event of any change in the Service Level
Plan, your warranties and/or remedies may change. This Service Level Plan is not
applicable to promotional accounts or E-Mail Services provided to you at no charge
or for basic-level email accounts purchased by you. THE WARRANTIES AND/OR REMEDIES
DESCRIBED IN THE THEN-CURRENT SERVICE LEVEL PLAN FOR THE APPLICABLE E-MAIL SERVICE ARE
YOUR SOLE REMEDIES UNDER THE AGREEMENT. THIS SERVICE LEVEL PLAN IS THE SOLE AND EXCLUSIVE
REMEDY FOR FAILURE OR DEFECT OF E-MAIL SERVICE.
The following paragraphs are the parameters of the Service Level Plan for qualifying
Verizon Business E-Mail Service.
E-Mail Service Objectives
The Service Level Plan will be supported from the boundary of the inbound Verizon Online
router (point of acceptance from the Internet) to the customer email box residing on one
of the Verizon Online mail store servers. Verizon Online will make available to the
customer a method of testing the Verizon Online inbound router or "point of
acceptance" such as publishing via the secured Verizon Online web site the inbound
router IP address allowing the customer to perform a network ping for this device. This
is made available to the customer to improve end-to-end service diagnostics.
All E-Mail Service objectives will be measured on a daily basis and reported on a monthly
basis. E-Mail Service availability is measured and reported on a service wide basis and
may not necessarily reflect what an individual customer may experience.
E-Mail Service availability targets excluding scheduled maintenance unavailability are
as follows:
E-Mail Service availability to send mail: 99.5%.
E-Mail Service availability to read mail: 99.5%.
Overall E-Mail Service availability: 99.5%.
E-Mail Service reliability within the boundaries of the Verizon Online network is 99.5%,
which translates to ~3.6 hours E-Mail Service unavailability per month. This excludes
all scheduled maintenance windows during the month.
E-Mail Service "Down Status"
E-Mail Service Down is defined as an E-Mail Service that has been reported as unavailable
by the customer or the Verizon Online network monitoring tools and confirmed by a Verizon
Online engineer. The E-Mail Service down event starts when the trouble ticket is issued
and terminated when closed by Verizon Online engineering. Verizon Online will provide
best efforts to ensure that outages of the messaging facility are kept to a minimum and
are acted upon in a reasonable time frame.
Inbound Mail
Verizon Online will, subject to our security practices (which may include the filtering
and blocking of inbound e-mail to reduce the incidence of spam and the delivery of
viruses and other threats), endeavor to promptly deliver incoming messages to the
correct E-mail Service address(es) after messages enter our network.
Outbound Mail
While Verizon Online will, subject to our security practices (which may include the
filtering and blocking of outbound e-mail to reduce the incidence of spam and the
delivery of viruses and other threats), endeavor to promptly deliver correctly addressed
outbound mail to the e-mail server designated in the e-mail. Verizon Online has no
control over outbound e-mail after it leaves our e-mail network.
Measurements
Verizon Online will calculate and store SMTP and POP3 session time on a daily basis.
The following average session time represents acceptable session latency.
Average SMTP session time is 8 seconds, or less, for a 10K message.
Average POP3 session time is 8 seconds, or less, for a 10K message.
When a customer reports perceived E-Mail Service latency, Verizon Online will perform
session time measurement. If the measurement exceeds the average session time listed
above, Verizon Online will conduct another session time measurement within sixty minutes
of the previous measurement. If these measurements show session time has increased by
100 percent measured over a sixty-minute window, then the E-Mail Service is considered
down.
Verizon Online Responsibilities
Maintenance: Maintenance on all servers and hardware will be
performed by Verizon Online or approved vendors under Verizon Online supervision.
Maintenance can be defined in two categories, scheduled and non-scheduled.
Maintenance includes- but is not limited- to hardware and software enhancements,
software updates, fixes, patches, and configuration changes necessary to improve
performance and/or improve service availability.
Scheduled Maintenance Window - Regular network and server maintenance
will be performed during the following maintenance windows:
(1) Sunday (Primary): 12:00 a.m. - 6:00 a.m. (noon) CST.
(2) Saturday (Secondary): 12:00 a.m. - 6:00 a.m. (noon) CST.
Unscheduled Maintenance - Unscheduled maintenance includes but is not
limited to software updates, fixes, and patches that have been identified to
proactively resolve potential service-threatening problems.
E-Mail Service Restoral
"Without State" - Verizon Online will undertake commercially reasonable
efforts to restore E-Mail Service availability ("Without State") within
4 hours of E-Mail Service loss detection. "Without State" is defined as
E-Mail Service being usable but without preexisting messages.
"State" - Verizon Online will undertake commercially reasonable
efforts to restore E-Mail Service availability ("State") within 24 hours
of E-Mail Service loss detection. While we will undertake reasonable efforts to
attempt to restore mail availability "State", we cannot guarantee
restoration in all instances and Verizon Online encourages you to retain copies
of important email in a secure location, not on Verizon Online e-mail servers.
"State" is defined as all current read and unread mail resident in
the mailbox prior to E-Mail Service loss. This restoral of "State" is
for all customers on the effected server(s) and does not apply to restoration
of an individual domain and/or mailboxes.
Customer Support
Customer support is available 24 hours a day, 7 days a week and can be contacted via
telephone or electronic mail. Verizon Online offers support based on the severity of
the problem. All problems may be reported on a 24 X 7 basis to the Verizon Enhanced
Product Support Group.
Business hours or business day is defined as 7:00 AM CST until 7:00 PM CST, Monday
through Friday, excluding standard holidays. Problems are categorized into two
levels, Critical or Non-critical.
Critical Problem - All customer administrators will be able to report
Critical problems on a 24 X 7 basis. A trouble ticket will be opened immediately
and an engineer will respond within 4 hours of identification of a Critical
problem.
Non-Critical Problem - All customer administrators can report
Non-Critical problems on a 24 X 7 basis. A trouble ticket will be opened
immediately and Verizon Online will begin work by the next business day.
Provisioning Problem
All provisioning problems will be handled by the end of the next business day.
Remedy Policy
Verizon Online customers may request an E-Mail Service credit if system downtime
is greater than 3.6 hours per month (0.5%) excluding scheduled maintenance.
Customers must submit via e-mail the request for credit in the month after the
E-Mail Service outage occurred. Verizon Online will review all requests within
5 business days of receipt and credit accounts on customer's next bill when
Verizon Online is in violation of the Service Level Plan.
In accordance with the Service Credit Table listed below, Verizon Online will credit
customers one (1) day of E-Mail Service based on the average number of mailboxes in
service for that customer per month for every tenth (0.1) of a percentage point less
than the standard of 99.5% up to a maximum of 15 days of service credit.
Table 1: Service Credit
System Availability
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Service Credit
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100 – 99.5%
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0
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99.4%
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1 Day
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99.3%
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2 Days
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99.2%
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3 Days
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99.1%
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4 Days
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99.0%
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5 Days
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98.9%
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6 Days
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98.8%
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7 Days
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98.7%
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8 Days
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98.6%
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9 Days
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98.5%
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10 Days
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98.4%
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11 Days
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98.3%
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12 Days
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98.2%
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13 Days
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98.1%
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14 Days
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98.0%
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15 Days
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