Service Level Agreement
Network Availability
Fireline Broadband’s goal is to ensure that our network is available and capable of forwarding IP packets 99.99% of the time, averaged over a calendar month. Fireline Broadband’s IP network includes the customer access port and the Fireline Broadband’s IP backbone network. The Fireline Broadband’s IP backbone includes Fireline Broadband’s wholly owned and controlled routers and circuits, including any transit connections. Fireline Broadband’s Network Availability Guarantee does not include the customer’s Local Area Network (LAN), local access circuit (e.g. local loop), scheduled and unscheduled maintenance events, Customer Premise Equipment (router or CPE), customer caused outages or disruptions, interconnections to or from and within other Internet Service Provider (ISP) networks, ADSL or other hosting services, and force majeure events. If the Network Availability Guarantee is not met in a calendar month, the customer is eligible to receive a credit up to 1/30th of the monthly service charge (MRC) for that month for each full hour of outage in excess of the 99.99% guaranteed under this SLA up to a maximum of one month’s recurring charge. Network unavailability commences when a trouble ticket is opened with Fireline Broadband’s Customer Support Center.
Network Latency
The Fireline Broadband network (as defined in the previous section) strives to have an average round trip packet transit time of 30 ms or less within the Fireline Broadband backbone network. The average network latency is measured as the average of 5 minute samples taken throughout the month. The Fireline Broadband Latency Guarantee does not include the customer’s Local Area Network (LAN), local access circuit (e.g. local loop), scheduled and unscheduled maintenance events, Customer Premise Equipment (router or CPE), customer caused outages or disruptions, interconnections to or from and within other Internet Service Provider (ISP) networks, ADSL or other hosting services, and force majeure events. If the Latency Guarantee is not met in a calendar month, the customer is eligible to receive a credit up to 1/30th of the monthly service charge (MRC) for that month for each full 1ms above the 65ms average maximum guaranteed under this SLA up to a maximum of one month’s recurring charge.
Packet Loss
Packet Loss means that one or more packets are not being delivered between the customer’s origination site demarcation point and a test point on Fireline Broadband’s network. Fireline Broadband’s network is guaranteed to have a maximum average packet loss of 1 percent or less during any calendar month.
Credit Requests
Customer’s remedy for loss of connectivity is reestablishment of service and credit for the period of lost connectivity. Subject to verification of trouble ticket and elapsed time of lost connectivity, Fireline Broadband will credit the customer according to the schedule below. Requests for credits must be in writing and received by Fireline Broadband no later than seven days from the disruption in service as outlined in the guarantees above. Customers requesting credits must have opened a trouble ticket with the Fireline Broadband’s Customer Support Center at the time of the incident. Please allow one week for credit requests to be adequately researched by FB prior to posting to a customers’ account. Total credits under this SLA are limited to the monthly service charge for the month in which the service does not meet the commitment. Concurrent events will not provide consecutive credits. Requests for credits may be e-mailed to support@FirelineBroadband.com.
| Loss of Connectivity – exceeding 4 hours 10% |
| Loss of Connectivity- up to 8 hours 20% |
| Loss of Connectivity- every subsequent 4 hour increment shall receive an additional 5% credit, the sum total is not to exceed 100% of the total monthly bill. |
The period of lost connectivity to the Internet shall be determined by records kept by the Fireline Broadband’s Network Operations Center (“NOC”) and based on measurements to the Customer Demarcation.
Fireline Broadband will incur no liability and will not issue credits due to any causes beyond its reasonable control, including, but not limited to Acts of God, War, Strikes, electrical storm, fires and, if needed, lack of access to its equipment at the Customer Site. All monies owed Fireline Broadband and not in dispute as a result of lost connectivity must be paid in full before a credit is applied. Credits must be requested within 30 days of a service outage and a trouble ticket must be submitted.
Early Contract Termination
Those clients in good financial standings with Fireline Broadband may request for service termination due to poor performance. Fireline Broadband requests 30 days to resolve any reported issue, in the above SLA, to the customer’s reasonable satisfaction. If Fireline Broadband cannot resolve the reported issue, to the customer’s reasonable satisfaction, then Fireline Broadband will release the customer from any further financial obligations and will remove any Fireline Broadband equipment from the customers premise. Fireline Broadband requires 30 days written notice to terminate service.
