Loading...
HomeMy WebLinkAboutContract Renewal - MicroIntegration, Inc. - Renew Internet Servicesl ,r w .t,-;. :):, •}l�l��.�:,ses -1;..x 7..'3.�.?..t'ti m!-,:.`.IY ;r,S�r ifK-: �'•;.* Yi, .r,'"r>?7i '`n� n�_. ,, -f'_ F-*.�;' al... It ": �.'?`� -_'�" .� r:.�t-i4 ,y�1�>• s -r +" --x s� .z! �'� sir - . - ;nirv._ ><•' - - . f - �' W - lt� u-i�: ?. p r i •*'�u - S '§"'k f,�1 ' IFS trsl ITT r ..� r{ i5 �`., - t�tSr li � _ p��4 ,i. /-.:��9-�_ �,BIFi: ra-?. 11 r�j.•rK MI�+-ly ,:_I".1�, ,i'Y'Y i.1;' _ �r .�. '.4. - 7. i ��Sys' `f'£-r ':f•i�°�.J �'� 3�_ i,�,s � � v'?., . ., �' .� a � �-�'-,k�Y i�'� ' s�`� - €� , "� to r :-� �s `vr, r�' '� rF'?�.�i: I..1 _ r c s "�i�' Ai.- e r ,.( r.. _ ! r1''}. S ..; K' i MEN- - e�sEF� th''±ti L 7I ..TIP ;m MEN- - e�sEF� th''±ti L 7I ..TIP ;m K 11 1 D:P. I -bi e3o V-ile4�j ly LI.2,'rj y•(,P'#Jd III ., Jhm T yj&kj p x I R 77f ll�r`tll N, Xff r I ri AA IT, nto.rox V r. T�W, ton'. W."im, wo 'A.- evi III j Wo. WIRWITOWM4 I I M5fT@*iFqw -za I ki A 11 vag. i oi-eiiii 4 , . . . . . . . . . . . — gout 11 a VT y :mp IT I Vq� iiitLi "A! tfifllilli 0- ni IF 1�- 'A 'fell 5, I., I, fit 514 V` i:. 41A oa.,l pi�� t, J,Ft -ri w y -i" 61i ,� iii,2-h L?, I tAiIll--,7r .. I "Partial Failure" - partial loss of IP connectivity in which the verifiable and sustained loss is greater than 50% of the minimum capacity as provided by Microlntegration's Bandwidth services to the Customer premise, or packet loss in excess of one half percent (0.5%) ("Excess Packet Loss") or transmission latency ("Latency") based on Microlntegration's measurements in excess of 3 milliseconds from a Microlntegration router to any of Microlntegration's transit carriers. 2. SERVICE -SPECIFIC CHARGES AND SERVICE TYPES 2.1 General Connectivity. Subject to the terms and conditions contained herein, microlntegration will provide to Customer connectivity of its equipment to the micro Integration Network to enable the transfer of Bandwidth on terms (including commencement date) specified in an Order Form. 2.2 Billing for Bandwidth. Billing for Bandwidth is performed on a calendar -month basis. Any bandwidth used on a partial -month basis shall be subject to the 95th percentile calculations of the full calendar month. Billing for Bandwidth usage will follow the "95th percentile" rule: Usage samples will be collected and sorted from highest to lowest and the top 5% discarded in any given calendar month. The next highest sample (the 95th percentile number) will then be used as the basis in computing the charge for the month for incremental Bandwidth beyond the committed level. Charges for Burst Bandwidth will be billed after the end of the month. 2.3 Per -gigabyte billing for Bandwidth. Per -gigabyte billing for Bandwidth may be offered to Customer at microlntegration's sole discretion. Billing for per -gigabyte Bandwidth usage is performed on a calendar -month basis. Overage charges for Burst Bandwidth, if not specified in an Order Form, will be billed at microlntegration's published rate on the microlntegration Website. Bandwidth usage for per -gigabyte billing shall be based on actual port usage in any given calendar month, as measured by port counters, in one gigabyte (1,073,741,824 byte) increments. 2.4 Fixed MBps billing for Bandwidth. Fixed MBps billing for Bandwidth is the default offering and may be offered to Customer at microlntegration's sole discretion. Billing for fixed MBps Bandwidth usage is performed on a calendar -month basis. Due to the nature of fixed MBps billing, there are no overages. Fixed MBps billing for Bandwidth shall be based on actual assigned fixed MBps and is typically offered in 10, 20, 50, and 100Mbps increments. 2.5 Other Networks. Customer is responsible for paying any fees, obtaining any required approvals and complying with any laws or usage policies applicable to transmitting data beyond the microlntegration Network and/or through other public and private networks. Micro lntegration is not responsible or liable for performance or non-performance of such networks or their inter -connection points. 3. SERVICE LEVEL AGREEMENT Microlntegration will use commercially reasonable efforts to minimize Excess Packet Loss and Latency and to avoid Downtime, and provides performance guarantees as detailed below. This Bandwidth SLA (which is composed of Network Availability, Network Delay and Reporting Level Goals), will also include all network equipment up to, but not including, the first Customer device which is connected to a Microlntegration bandwidth services device. Determination of a Partial Failure or 100% Failure must be verifiable by the remote independent NOC service provider which is tasked with all Network and IP Bandwidth monitoring and reporting as verified by the Customer, Notification to Microlntegration must be via phone (574.256.6777) or Email (mihelpdesk@microintegration.net). Page 2of5 3.1. Partial Failure Guarantee. For customers who have two or more connections to the Microl nteg ration Network within a Datacenter Facility, Microlntegration guarantees 100% connectivity from the Microlntegration Network to the Internet without Partial Failure. Microl nteg ration monitors the aggregate packet loss and transmission latency within its LAN and WAN. Microlntegration does not monitor the packet loss or transmission latency of specific customers. After discovering or being notified by Customer of a partial failure to deliver Bandwidth services, Microlntegration will use commercially reasonable efforts to determine the source of such Excess Packet Loss or Latency or Bandwidth Loss and to correct such problem to the extent that the source of the problem is on the Microlntegration Network. 3.2. 100% Failure Guarantee. For customers who have two or more connections to the Microlntegration Network within a Datacenter Facility, Microlntegration guarantees 100% connectivity from the Microlntegration Network to the Internet without Downtime. Microlntegration monitors the aggregate packet loss and transmission latency within its LAN and WAN. Microlntegration does not monitor the packet loss or transmission latency of specific customers. After discovering or being notified by Customer of a 100% failure to deliver Bandwidth services, Microl nteg ration will use commercially reasonable efforts to determine the source of such failure and to correct such problem to the extent that the source of the problem is on the Microlntegration Network. 3.3. Remedy for Failure. All credits provided for under this Bandwidth Service Level Agreement are calculated by reference to the monthly recurring charge of the affected port(s) only. Any other fees, including, but not limited to, non -recurring charges, local access circuits, space rental fees, managed services, incremental bandwidth usage, electricity, and hourly support charges, are excluded in the calculation of applicable credits. Partial Failure. if 60 minutes after being notified of any Excess Packet Loss or Latency or Bandwidth Loss on the Microlntegration Network, Microlntegration fails to remedy such condition, Microlntegration will credit Customer's account 1 /60 (measured every minute) of the monthly bandwidth charges for such continuous Excess Packet Loss or Latency or Bandwidth Loss that follows the initial 60 minutes, provided that all such credits will not exceed an aggregate maximum credit of Bandwidth charges otherwise due from Customer for one (1) calendar month for failures in any one (1) calendar month. 100% Failure, If 30 minutes after being notified of any Downtime condition on the Microlntegration Network, Microlntegration fails to remedy such condition, Microlntegration will credit Customer's account 1 /30 (measured every minute) of the monthly bandwidth charges for such continuous Downtime that follows the initial 30 minutes, provided that all such credits will not exceed an aggregate maximum credit of Bandwidth charges otherwise due from Customer for one (1) calendar month for failures in any one (1) calendar month. 3.4. Customer Credit Request. Customer must notify Microlntegration within five (5) business days from the time Customer becomes eligible to receive a credit under this Bandwidth Service Level Guarantee to receive such credit. Failure to comply with this requirement will forfeit Customer's right to receive a credit. Credits are calculated after deduction of all discounts and other special pricing arrangements, and are not applied to governmental fees, taxes, surcharges, and similar additional charges. Page 3of5 3.5. Limitation on Remedies. If Customer is entitled to multiple credits under this Bandwidth Service Level Agreement, such credits shall not be cumulative beyond a total of credits for one (1) calendar month in any one (1) calendar month in any event. Microintegration will not apply a credit under 3.1 for which Customer received a credit under Section 3.2. Sections 3.1 and 3.2 above state Customer's sole and exclusive remedy for any failure by Microintegration to provide Bandwidth or adequate service levels, including but not limited to any outages or Microintegration Network congestion. Microlntegration's suspension or modification of Bandwidth in accordance with the terms of this Agreement shall not be deemed to be a failure of Microintegration to provide adequate service levels under this Agreement. In no event shall Customer be entitled to any credit on its Bandwidth charges to the extent that the latency or Downtime is caused by Customer attempting to exceed the maximum bandwidth of Customer's connection to the Microintegration Network or otherwise violating the terms of this Agreement. 3.6. Exclusions. Customer shall not receive any credits under these Service Level Agreements in connection with any failure or deficiency caused by or associated with any of the following: • Circumstances beyond Micro Integration's reasonable control, defined as Force Majeure in the Agreement. • Customer Premise Equipment ("CPE") is specifically excluded as a component and will not be factored in when determining the SLA. Determination of any failure must be verifiable by our remote independent N©C service provider. • Customers with a single connection to the Microintegration Network within a Datacenter Facility. • Failure of local access circuits to the Microlntegration Network, unless such failure is caused solely by Microlntegration. • False SLA breaches reported as a result of outages or errors of any SLA measurement system. • Acts or omissions by Customer, Customer's agents, Customer's contractors, or Customer's vendors, including but not limited to negligence, willful misconduct, breach of Microlntegration's Acceptable Use Guidelines or Anti-SPAM Policy, failure to provide Microintegration or its agents adequate access to the facilities, or otherwise causing Microintegration to be unable to meet any of the criteria set out in this SLA. • Scheduled maintenances, emergency maintenances, or necessary network upgrades. • Disconnection by Microlntegration for non-payment or other Customer default or breach under the terms of this Agreement. Page 4 of 5 45 I rO DOON.-Y-V if. 'N wkfqm iftaffl- i.r a 11 ix 14 A x - -Fm is 1 IRMRh 41 PWV -fKOW$O' 1'. V PO -1101i. R M—Mob-11 WP,, -Wk wor -197Y4 1,1! m f*, YjF1 All*v- 'W" Maw 1, OW t IIP "Mal r v 'II A* VIP 4* A *Wmo fhlu -pin=—I,'im-AoI I I. I'T �m v laT Al.; rig IN k fy-A 4t • "Partial Failure" - partial loss of IP connectivity in which the verifiable and sustained loss is greater than 50% of the minimum capacity as provided by Microintegration's Bandwidth services to the Customer premise, or packet loss in excess of one half percent (0.5%) ("Excess Packet Loss") or transmission latency ("Latency") based on Microlntegration's measurements in excess of 3 milliseconds from a Microlntegration router to any of Micro Integration's transit carriers. 2. SERVICE -SPECIFIC CHARGES AND SERVICE TYPES 2.1 General Connectivity. Subject to the terms and conditions contained herein, microlntegration will provide to Customer connectivity of its equipment to the microlntegration Network to enable the transfer of Bandwidth on terms (including commencement date) specified in an Order Form. 2.2 Billing for Bandwidth. Billing for Bandwidth is performed on a calendar -month basis. Any bandwidth used on a partial -month basis shall be subject to the 95th percentile calculations of the full calendar month. Billing for Bandwidth usage will follow the "95th percentile" rule: Usage samples will be collected and sorted from highest to lowest and the top 5% discarded in any given calendar month. The next highest sample (the 95th percentile number) will then be used as the basis in computing the charge for the month for incremental Bandwidth beyond the committed level. Charges for Burst Bandwidth will be billed after the end of the month. 2.3 Per -gigabyte billing for Bandwidth. Per -gigabyte billing for Bandwidth may be offered to Customer at microlntegration's sole discretion. Billing for per -gigabyte Bandwidth usage is performed on a calendar -month basis. Overage charges for Burst Bandwidth, if not specified in an Order Form, will be billed at microlntegration's published rate on the microlntegration Website. Bandwidth usage for per -gigabyte billing shall be based on actual port usage in any given calendar month, as measured by port counters, in one gigabyte (1,073,741,824 byte) increments. 2.4 Fixed Maps billing for Bandwidth. Fixed MBps billing for Bandwidth is the default offering and may be offered to Customer at microlntegration's sole discretion. Billing for fixed MBps Bandwidth usage is performed on a calendar -month basis. Due to the nature of fixed MBps billing, there are no averages. Fixed MBps billing for Bandwidth shall be based on actual assigned fixed MBps and is typically offered in 10, 20, 50, and 100Mbps increments. 2.5 Other Networks. Customer is responsible for paying any fees, obtaining any required approvals and complying with any laws or usage policies applicable to transmitting data beyond the microlntegration Network and/or through other public and private networks. Microlntegration is not responsible or liable for performance or non-performance of such networks or their inter -connection points. 3. SERVICE LEVEL AGREEMENT Microlntegration will use commercially reasonable efforts to minimize Excess Packet Loss and Latency and to avoid Downtime, and provides performance guarantees as detailed below. This Bandwidth SLA (which is composed of Network Availability, Network Delay and Reporting Level Goals), will also include all network equipment up to, but not including, the first Customer device which is connected to a Microlntegration bandwidth services device. Determination of a Partial Failure or 100% Failure must be verifiable by the remote independent NOC service provider which is tasked with all Network and IP Bandwidth monitoring and reporting as verified by the Customer. Notification to Microlntegration must be via phone (574.256.6777) or Email (mihelpdesk@microintegration.net). Page 2 of 5 3.1. Partial Failure Guarantee. For customers who have two or more connections to the Micro lntegration Network within a Datacenter Facility, Microintegration guarantees 100% connectivity from the Microintegration Network to the Internet without Partial Failure. Micro lntegration monitors the aggregate packet loss and transmission latency within its LAN and WAN. Microlntegration does not monitor the packet loss or transmission latency of specific customers. After discovering or being notified by Customer of a partial failure to deliver Bandwidth services, Micro lntegration will use commercially reasonable efforts to determine the source of such Excess Packet Loss or Latency or Bandwidth Loss and to correct such problem to the extent that the source of the problem is on the Microintegration Network. 3.2. 100% Failure Guarantee. For customers who have two or more connections to the Microintegration Network within a Datacenter Facility, Micro lntegration guarantees 100% connectivity from the Micro lntegration Network to the Internet without Downtime. Microintegration monitors the aggregate packet loss and transmission latency within its LAN and WAN. Microintegration does not monitor the packet loss or transmission latency of specific customers. After discovering or being notified by Customer of a 100% failure to deliver Bandwidth services, Microlntegration will use commercially reasonable efforts to determine the source of such failure and to correct such problem to the extent that the source of the problem is on the Microintegration Network. 3.3. Remedy for Failure. All credits provided for under this Bandwidth Service Level Agreement are calculated by reference to the monthly recurring charge of the affected port(s) only. Any other fees, including, but not limited to, non -recurring charges, local access circuits, space rental fees, managed services, incremental bandwidth usage, electricity, and hourly support charges, are excluded in the calculation of applicable credits. Partial Failure. If 60 minutes after being notified of any Excess Packet Loss or Latency or Bandwidth Loss on the Micro lntegration Network, Microl nteg ration fails to remedy such condition, Microlntegration will credit Customer's account 1 /60 (measured every minute) of the monthly bandwidth charges for such continuous Excess Packet Loss or Latency or Bandwidth Loss that follows the initial 60 minutes, provided that all such credits will not exceed an aggregate maximum credit of Bandwidth charges otherwise due from Customer for one (1) calendar month for failures in any one (1) calendar month. 100% Failure. If 30 minutes after being notified of any Downtime condition on the Microlntegration Network, Microintegration fails to remedy such condition, Microl nteg ration will credit Customer's account 1 /30 (measured every minute) of the monthly bandwidth charges for such continuous Downtime that follows the initial 30 minutes, provided that all such credits will not exceed an aggregate maximum credit of Bandwidth charges otherwise due from Customer for one (1) calendar month for failures in any one (1) calendar month. 3.4. Customer Credit Request. Customer must notify Microlntegration within five (5) business days from the time Customer becomes eligible to receive a credit under this Bandwidth Service Level Guarantee to receive such credit. Failure to comply with this requirement will forfeit Customer's right to receive a credit. Credits are calculated after deduction of all discounts and other special pricing arrangements, and are not applied to governmental fees, taxes, surcharges, and similar additional charges. Page 3of5 3.5. Limitation on Remedies. If Customer is entitled to multiple credits under this Bandwidth Service Level Agreement, such credits shall not be cumulative beyond a total of credits for one (1) calendar month in any one (1) calendar month in any event. Microlntegration will not apply a credit under 3A for which Customer received a credit under Section 3.2. Sections 3.1 and 3.2 above state Customers sole and exclusive remedy for any failure by Microlntegration to provide Bandwidth or adequate service levels, including but not limited to any outages or Micro Integration Network congestion. Microintegration's suspension or modification of Bandwidth in accordance with the terms of this Agreement shall not be deemed to be a failure of Microlntegration to provide adequate service levels under this Agreement. In no event shall Customer be entitled to any credit on its Bandwidth charges to the extent that the latency or Downtime is caused by Customer attempting to exceed the maximum bandwidth of Customer's connection to the Microlntegration Network or otherwise violating the terms of this Agreement. 3.6. Exclusions. Customer shall not receive any credits under these Service Level Agreements in connection with any failure or deficiency caused by or associated with any of the following: • Circumstances beyond Micro Integration's reasonable control, defined as Force Majeure in the Agreement. • Customer Premise Equipment ("CPE") is specifically excluded as a component and will not be factored in when determining the SLA. Determination of any failure must be verifiable by our remote independent NOC. service provider. • Customers with a single connection to the Microlntegration Network within a Datacenter Facility. • Failure of local access circuits to the Microlntegration Network, unless such failure is caused solely by Microlntegration. • False SLA breaches reported as a result of outages or errors of any SLA measurement system. • Acts or omissions by Customer, Customer's agents, Customer's contractors, or Customer's vendors, including but not limited to negligence, willful misconduct, breach of Microlntegration's Acceptable Use Guidelines or Anti-SPAM Policy, failure to provide Microlntegration or its agents adequate access to the facilities, or otherwise causing Microlntegration to be unable to meet any of the criteria set out in this SLA. • Scheduled maintenances, emergency maintenances, or necessary network upgrades. • Disconnection by Microlntegration for non-payment or other Customer default or breach under the terms of this Agreement. Page 4 of 5 Jr KF INTER -OFFICE MEMORANDUM Information Technologies Department 227 W Jefferson Blvd (574) 245-6000 TO. Board of Public Works, Linda Martin CC. Dan O'Connor FROM: Michael E. Sniadecki, Director of Infrastructure SUBJECT: Contract Renewal-COSB's Internet Service Provider (ISP) - Microintegration DATE. 03/30/17 Linda, John, George & Michael, Please see the attached quote to renew our Internet Service Provider and Data Center Services contract with Microlntegration for three years. The Office of Innovation and Technology team have reviewed the quote and given favorable recommendation. Micro lntegration has provided Internet to the City of South Bend for the past three years with a high satisfaction rate from our team. Internet access is critical to City employees and systems, and a loss of such access would seriously impair the City's ability to operate. We will continue to have BGP, which is a redundant multi -provider, and this contract also includes our external DNS hosting and 64 public IP Addresses. And, just as importantly, this Internet is quickly scalable in case COSB needs to increase its internet bandwidth. This contract renewal is at no increase to what we are currently paying. The cost will be $1,800 per month, which is $21,600 annually. This will come to a total of $64,800 for three years. Thank you. Michael E. Sniadecki NLI, to I � pimu Li 0 -70 771 =7 I a J,* i c W rM, P 2 �O7 N M." W