The SLAs offer new guarantees for its converged IP services provisioned over the premium Class of Service (CoS), including:
- End-to-end availability of 99.999 percent, compared to the previous guarantee 99.9 percent.
- Packet delivery of 99.999 percent, compared to the previous guarantee of 99.9 percent.
- Jitter of 5 milliseconds), compared to the previous guarantee of 15 milliseconds.
- A new performance guarantee which offers reparations to customers experiencing severe latency, jitter or packet delivery issues.
- A new service guarantee in which service performance issues trigger availability guarantees and reparations.
Global Crossing claims that its IP network has been operating at 99.999 percent packet delivery and availability, and less than 5 milliseconds of jitter during 2004. Routing is optimized via Multi Protocol Label Switching traffic engineering (MPLS-te), enabling IP convergence and real-time applications including VoIP and IP video.
The new SLAs are part of Global Crossing's strategy of supporting customers' transition to converged environments in which real-time applications such as supply chain replenishment, customer relations management, and multi-media collaboration require high-performance networks with high packet delivery and very low jitter to avoid distortion leading to "popping" or "cracking" sounds on VoIP telephone calls or uneven, jerky movements on IP videoconferences.