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One of the benefits of the 3 tiered architecture approach is the understanding that different clients have different sensitivity to outages, network performance and aesthetics and service response time.
The most demanding clients require a Platinum level of service with 99.999% of reliability, priority access to all available network routes and the highest level of responsiveness for move/add/change request to ensure optimal service assurance. Platinum clients will enjoy 65% priority traffic routing over all other traffic that traverses the KC NAP. Platinum clients enjoy the individual responsiveness of an assigned sales agent and network engineer completely versed in their operational requirements. At this service level clients are assured the highest level of responsiveness and priority status on trouble ticket notification and resolution. This is illustrated by industry performing service level agreements with financial guarantees to assure network reliability. This service includes our standard service monitoring with up to 120 standard items supported. Platinum customers receive priority updates in the unlikely event of a network outage. For outages lasting more than 10 minutes a personal call to the designated company contact will be provided and communication of resolutions will continue until services are restored. Typical clients at this level would include secured government operations, banking, financial services, medical & insurance and other high availability network requirements like application servers, call centers & contact centers and broadcasting media. Other potential users of this level of service are those that have a set of requirements for multiple levels of redundancy and reliability for disaster recovery and mission critical applications.
The second highest level of service is for our Gold clients who also enjoy exceptional service and availability. Gold clients require 99.99% of reliability and priority access to multiple available routes and are still focused on responsiveness and service assurance yet don’t require the immediate attention of our Platinum customers. Gold clients utilize shared support resources familiar with their business and network topology yet these support resources work multiple accounts. Gold customers also enjoy using our online service for simple move/add,/change request and don’t require dealing with the same individual on a daily or per incident basis. Gold clients will enjoy 35% priority traffic routing over all other internet traffic that traverses the KC NAP. Typical clients at Gold level include manufacturing, automotive, retail, ISP’s and those customers still searching for a level of redundancy and availability above and beyond a one carrier model. Gold clients also have assurance and piece of mind as illustrated by industry performing service level agreements with financial guarantees to assure you network reliability. This service includes our standard service monitoring with up to 30 standard items supported.
Silver clients are those clients that enjoy access to multiple providers and are more interested in low cost but still require multiple levels of reliability and redundancy. Silver clients require 99.9% of availability and access to redundant providers but do not receive traffic priority to support their business application needs. Silver clients will utilize the online website to service a majority of their simple and complex move,/add/change request. Silver clients do not require as immediate of service change or priority status as our Gold and Platinum service levels. Typical clients include economy web hosting firms, small businesses, email networks, and others who desire the reliability of multiple carriers at prices typical of a single carrier solution. Silver service clients can purchase optional service monitoring. The discerning reader will note that we do not offer a bronze level service as the NAP is focused on high performance customers looking for more than a single ISP solution.
Industry-Leading Service Level Agreements: KC NAP backs its service with an industry-leading SLA portfolio. Our network performance guarantee covers availability, packet loss and is backed by some of the industry’s most substantial customer credits in the unlikely event we do not deliver the service and performance that we promise. In addition, KC NAP ensures the timely installation of all services by offering an industry-leading SLA for service installation. Platinum Platinum SLA offerings include availability of 99.999% equating to an average network downtime of 5.26 minutes per year. KC NAP credits customers equal to one half of the monthly recurring charges. Platinum customers enjoy 0.5% monthly average packet loss ensuring optimal application performance. Gold Gold SLA offerings include availability of 99.99% equating to an average network downtime of 52.2 minutes per year. KC NAP credits customers equal to one half of the monthly recurring charges. Gold customers enjoy less than or equal to 0.75% monthly average packet loss ensuring optimal application performance. Silver Silver SLA offerings include availability of 99.9% equating to an average network downtime of 8.75 hours per year. KC NAP credits customers equal to one half of the monthly recurring charges. Silver customers enjoy less than or equal to 1% monthly average packet loss ensuring optimal application performance.
KC Nap Service Level Objectives Presented in the table below are the KC NAP service level objectives (SLOs) set for KC NAP operations. These are performance objectives whereby financial penalties are not assessed to KC NAP.
Trouble Ticket and Escalation process:
Escalation Procedures and Trouble Ticket SeverityThe KC NAP escalation
procedures play an integral part in trouble resolution and are impacted
by the trouble ticket severity levels and escalation time frames. The
ticket severity ensures efficient, prompt trouble resolution for every
customer. The following table reflects the five escalation levels that
correlate to the combination of ticket severity level and escalation
time frames. Each of the five escalation levels indicate when each of
the respective fix agency management team members (Lead, Supervisor,
Manager, Director and President) are to be notified of the existing
trouble. |
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