Service Schedule for Lightstorm Services

About Lightstorm

• Service Availability: Service Availability for a service is defined as its monthly average Availability, expressed in percentage. The calculation excludes:
  • local loop or last mile via third-party suppliers.
  • connectivity between Lightstorm node to Cloud Service Provider edge device.
  Service Availability = (((Charging Period) – (Excused Downtime)) / (Charging Period)) * 100%.
  Charging Period means the charging period applicable to Customer’s Service, as specified on the Order (and if not specified, a monthly Charging Period applies).
• Service Uptime: Service Uptime means the number of minutes in the charging period where the link state of Customer’s Polarin service is ‘UP’, rounded to the nearest minute.
• Excused Downtime: Downtime from the following outages shall be deemed to be Excused Downtime for the purpose of calculating the Service Availability:
  • Any outage, Unavailability or other degradation of the Circuit which is associated with or caused by Planned Maintenance.
  • Any outage attributable in whole or in part by local access facilities ordered directly by Customer.
  • Any outage attributable in whole or in part to any act or omission of Customer's agents, contractors or vendors.
  • Any outage attributable to Customer's actions or inactions, Customer provided power or equipment, or Customer's failure to follow agreed-upon procedures in respect of the Circuits (including the failure of Customer to release the affected Circuit for testing or repair).
  • Any outage attributable to segments comprising a part of the Circuit that are provided by third party suppliers, Lightstorm shall pass through to Customer any credits that it receives from the third party as a result of any outage.
  • Any outage due to Lightstorm suspending the Service in accordance with the Agreement or the Acceptable Use Policy or an intervening event.
  • Any outage attributable to Force Majeure Events; and
  • Cable faults not due to the negligence of Lightstorm.
• Planned Maintenance: “Planned Maintenance" means any preventative, routine or scheduled maintenance which is performed with regard to the capacity, the Network or any component thereof, which Lightstorm or its agents reasonably believe is necessary in order to prevent or remedy a defect which may affect Customer's use or access to the Capacity. Lightstorm shall endeavor to give Customer at least seven (7) days' notice of any Planned Maintenance event.
• Force Majeure Event: “Force Majeure Event" is any cause beyond a Party's reasonable control, including, without limitation, acts of war, acts of God, earthquake, hurricanes, flood, fire or other similar casualty, embargo, riot, terrorism, sabotage, strikes, governmental act, insurrections, epidemics, pandemics, quarantines, inability to procure materials or transportation facilities, failure of power, cable cuts or damage to cable or Network caused by trawler, anchor, fishing, marine research, marine development or other similar marine activity, restrictive governmental laws or regulations, court orders, condemnation, failure of the Internet or other reason of a like nature not resulting from the actions or inactions of a Party.
• Service Unavailability: “Service Unavailability" refers to a period during which there is a break in transmission, reported by the Customer and trouble ticket obtained and confirmed by Supplier Customer Service in accordance with the ITU-T Standard G.828 which is defined as follows, “A break in transmission is considered to be a period of unavailable time or where 10 consecutive severely errored seconds have been observed. These 10 seconds are considered to be part of unavailable time. The end of an unavailable time period is declared when 10 consecutive seconds without any severely errored seconds has been observed. These 10 seconds are deemed to be available time.” Service Unavailability does not include Excused Downtime.
• Packet Loss: Packet Loss Ratio (PLR) represents the ratio of the number of lost packets to the total number of sent packets.
• Jitter: Jitter is the time delay between when a signal is transmitted and received over a network connection, between any two (2) of Lightstorm’s PoPs.
• Latency: Latency is the round-trip time (RTT) or one-way delay experienced by data packets as they travel across a network. Latency as per “PoP to PoP” list is published on View Latency - Lightstorm or packet network. Published values are for the shortest path between 2 Points of Presence.
• Metro Connections: These are connections established between two end points within the same city.
• NLD Connections: These are connections established between two end points located in different cities.
• Last Mile: Last Mile is the portion of the network that spans from the local Lightstorm distribution point to the customer’s location. 
• Service Credits: If Lightstorm fails to meet the Service Availability target in a charging period, then subject to the Service Credit conditions, Customer will be able to claim a Service Credit.
• Service Credit Conditions The following conditions apply to Service Credits:
  - where a Service Credit is available, the credit is Customer’s only remedy in the event of Lightstorm’s failure to meet the Service Availability target.
  - Customer must apply for the Service Credit by giving Lightstorm notice of its claim within thirty (30) calendar days of the end of the Charging Period to which the credit applies.
  - the Service Credit can only be applied as a credit to Customer’s account and cannot be redeemed for cash.
  - the maximum Service Credit available for each Service in a Charging Period will not exceed twenty per cent (20%) of the total Recurring Charges for that Charging Period for that Service.
  - Service Credits are not available if Customer has failed to pay charges for the Service when due and payable.