Service Level Agreement

This Service Level Agreement (SLA) is established as a commitment to our clients to deliver high-quality and reliable managed redundant Internet services. Our goal is to provide our customers with a seamless and continuous online experience, ensuring that our services are available to them when they need it. To delineate the expectations clearly, we offer three distinct service levels: Basic, Advanced, and Premium.

Under the Basic Service Level, customers are guaranteed a Service Level Availability of 95%. For customers subscribed to our Advanced and Premium Service Levels, the Service Level Availability is elevated to 99%. This availability is measured on a monthly basis to ensure that our network is performing to the standards promised within this SLA.

In instances where we fail to meet the Service Level Availability outlined above, customers are entitled to receive a pro-rated credit for the time our service did not meet the SLA. This pro-rated credit is applicable to the base service fee that would otherwise be payable for the period in question. However, it is important to note that this credit is capped at a maximum of 50% of the base service fee for the respective month.

With regards to hardware issues, our response and remedy measures vary depending on the service level to which a customer is subscribed. Basic Service Level customers can expect replacement equipment to be shipped on the next business day, following confirmation of the hardware issue by our Network Operations Center (NOC). For those with Advanced Service Level agreements, the commitment is more immediate; replacement equipment will be dispatched on the same day for hardware issues confirmed by 4 PM Central Time, or the next business day if confirmed thereafter.

Customers who opt for the Premium Service Level receive the highest degree of support. Should a hardware issue be confirmed by 3:30 PM Central Time, we will provide same-day on-site replacement of the equipment. In the event that confirmation occurs after 3:30 PM Central Time, the replacement will be scheduled for the next business day.

In the event that we do not meet these hardware replacement goals, customers will be eligible for an SLA credit of up to 25% of the base service fee. This SLA credit is in direct relation to the incident and any associated service outage, and is calculated based on the specific instance of service level non-compliance.

We strive to maintain the highest level of service and dependability. This SLA underscores our commitment to our customers and outlines the framework for our managed redundant Internet service provision and the applicable service level responses.