SLA V1.0 (JAN 18th 2018)
Skybridge Wireless supports and monitors its service up to the Customer Demarcation point 24 hours per day. Skybridge Wireless Technical Support is available toll-free 24 hours per day. A Customer Ticket is opened when Skybridge Wireless monitors a Customer service issue or Customer reports trouble to Skybridge Wireless Tech Support (“Ticket Open”).
If Skybridge Wireless’s services are not performing as stated below, Customer is entitled to a credit. The three components of the Skybridge Wireless Service Level Agreement are:
Service Availability Guarantee: Skybridge Wireless guarantees 99.99% network availability.
Network Backbone Latency: Less than 99 ms round trip delay on Skybridge Backbone.
Network Last Mile Latency: Less than 99 ms round trip delay on Skybridge last mile.
Packet Loss: Packet Loss less than 3% on Skybridge Wireless Backbone and/or last mile.
Dedicated Internet Access, Metro-Ethernet Credit for Loss of Connectivity
Unless stated otherwise herein, the Customer’s exclusive remedy for loss of connectivity is repair of service and credit for the period of lost connectivity to the Internet. Credits will be paid for loss of connectivity as listed below if the elapsed time from Ticket Open exceeds the following:
Exceeding 2 hours: 5% of monthly billed site revenue.
Exceeding 4 hours: 10% of monthly-billed site revenue.
Exceeding 6 hours: 15% of monthly billed site revenue.
Every subsequent 4-hour increment shall receive an additional 5% credit, the sum of which is not to exceed 30% of the total monthly bill for that location. The period of lost connectivity to the Internet shall be determined by records kept by the Skybridge Network Operations Center (“NOC”) and based on measurements to the Customer Demarcation. Skybridge will incur no liability and issue no credits due to any causes beyond its reasonable control, including, but not limited to, Force Majeure, War, Strikes, electrical storm, hurricane and, if needed, lack of access to its equipment at the Customer Site. All monies owed to Skybridge and not in dispute must be paid in full before a credit is applied. Credits must be requested within 30 days of service outage. The Customer is responsible for providing adequate voltage surge protection with a UPS for the Skybridge router/equipment at the Customer Demarcation.
Hosted PBX, Cloud CAM AND Residential Subscriber Notice: Skybridge HostedPBX, CloudCAM, , and/or Residential services do not provide any guarantees on data delivery or quality of service level. Skybridge users obtain best-effort service, meaning that subscribers can experience as low as 60% of the committed information rate under subscription. Skybridge uses commercially reasonable efforts to maintain low network latency, and provide the best network experiences possible. Customer support and or repairs outside of normal operating hours are available and will be billed at current after hours rates upon customer request.