The document outlines the terms and conditions, service description, and service levels for Node4's ConnectVDC service. This service provides a resilient connection between a client's existing MPLS service and a single Node4 Virtual Data Centre (VDC) instance. The document defines key terms such as Client Responsible Incident, Incident, Planned Outage, and Service Availability, which are crucial for understanding service performance and accountability.
Specific terms cover third-party relationships, bandwidth changes, and termination conditions. Fees are detailed for installation, recurring services, and professional services, with clear stipulations on when these fees commence. The document also highlights client responsibilities, including providing necessary infrastructure components and liaising with Node4's support teams. Finally, it specifies the incident management process, support hours, and service level agreements, including service credits for failing to meet availability targets, ensuring a transparent framework for service delivery and support.
