Business Internet Service Glossary of Terms

Access means a portion of the network from the Bell Point of Presence (POP) to the Customer’s computer system.

Bell Measured Trouble Ticket means the process by which Bell tracks to resolution a trouble as reported either by Customer or Bell’s monitoring system.

Downtime means the unavailability of the Service for use by the Customer during business hours, between the hours of 9am to 5pm Monday to Friday, Eastern Standard Time (and excluding federal and provincial holidays in the location where the Service is provided) based on a Bell Measured Trouble Ticket.

Excluded Downtime means (i) Scheduled Maintenance, (ii) Downtime not reported to Bell, (ii) Downtime which does not affect Customer’s Service (e.g. routing of customer traffic), (iv) Downtime caused by an event of Force Majeure, (v) Downtime that results from any actions or omissions of the Customer or End Users of the Service or other third parties, (vi) Downtime that results from a Non-Bell Provided Equipment of equipment and software of third parties, and (vii) Downtime where Bell is not provided prompt access to Customer’s computer system to address the trouble.

Mean Time To Repair (MTTR) means the total duration of all SLA trouble tickets averaged over a single calendar month for all applicable Bell Measured Trouble Tickets. It is the duration in time between Bell’s detection of a failure or Customer notification of unavailability of Service over the applicable network and the re-establishment of that Service. MTTR is calculated monthly in accordance with the following formula:

MTTR=
Outage Time (Downtime - Excluded Downtime) minutes
Total number of Bell Measured Trouble Tickets per calendar month

Excluded Downtime means (i) Scheduled Maintenance and Unscheduled Emergency Maintenance, (ii) Downtime not reported to Bell, (iii) Downtime which does not affect Customer’s Service (e.g. routing of Customer traffic), (iv) Downtime caused by an Event of Force Majeure, (v) Downtime that results from any actions or omissions of the Customer or Customer’s end users of the Service or other third parties, (vi) Downtime that results from Non-Bell Provided Equipment or equipment and software of third parties, and (vii) Downtime where Bell is not provided prompt access to Customer’s Site to address the trouble.

Internet Protocol (IP) Address is a 32-bit number that identifies each sender or receiver of information that is sent in packets across the Internet.

Outage Time means Total Downtime less Excluded Downtime (both measured in minutes) per calendar month.

POP means Bell Point of Presence.

Scheduled Maintenance means any maintenance window during which Bell may perform maintenance on the Service.

Static IP Address means an address that is permanently assigned on the Internet.

Unscheduled Emergency Maintenance means any maintenance activities performed in the Bell network as a result of a Threat or an Emergency. A Threat is defined as a situation or condition that would not normally cause an outage to a Customer but introduces a very low risk to services or may lead to a brief service interruption. Examples include optical cable splicing, contractor working near Bell fibre cables or applying a required software upgrade from an equipment vendor.

Wireless Backup means the service delivered over a wireless network and used as a backup to the primary wireline Internet service.