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Managed IP VPN: Details
We understand that your business runs non-stop. That's why we back our IP VPN solutions with industry-leading performance guarantees and service credits. We offer a variety of service level agreements (SLAs) that give you the confidence and assurance that your IP VPN solutions keep pace with your business needs every step of the way.
- Dedicated access and backbone availability guarantee: – Sprint guarantees 100% availability for customers with enhanced Broadband Metropolitan-area SONET Network (BMAN) access or a 99.9% availability guarantee with BMAN or traditional access.
In the unlikely event that a service outage occurs, Sprint provides up to 100 percent credit to a customer if service is unavailable. On outages of an hour or less, the customer receives a 3-day, prorated monthly port charge credit. On outages over an hour, the customer receives an additional day credit for each hour the outage persists up to 100 percent of the monthly port charge.
- Backbone delay guarantee: – Sprint guarantees a monthly average backbone delay of less than or equal to 70 ms roundtrip. In the unlikely event that Sprint does not meet this guarantee, we will credit you 10% of your monthly port charge.
- Dial busy-free guarantee: – Sprint guarantees a minimum 99.0% busy-free dial access or Sprint will credit you 10% of your monthly dedicated port fee.
End user — first level help desk
Sprint offers complementary help desk support for dial users of Sprint-Managed IP VPN solutions. User-level help desk provides assistance with VPN software installation, general configuration, and troubleshooting. Sprint also offers 24x7x365 help desk support for corporate administrators of Sprint's IP VPN Solutions customers.
Click here to download VPN Client software.
VPN device hardware maintenance
VPN device hardware maintenance personnel are also available to give you additional peace of mind with your IP VPN Solutions. In the unlikely event of a VPN device hardware failure, Sprint will dispatch a repair engineer to your site.
VPN device software support
Should you require support for your VPN device software, Managed IP VPN solutions provide around-the-clock access to trained professionals, dedicated to keeping you connected effectively and securely.
Software support includes:
- Technical phone support for IP VPN software. This service provides 24x7x365 access to telephone support for questions regarding proper operation and configuration of the VPN solution software, including problem isolation and definition
- Distribution of IP VPN solution software minor upgrades and/or patches
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