Dedicated Customer Service Level Agreement
The purpose of this document is to provide our customers with performance metrics and certain expectations regarding the quality and availability of the services that we provide. This document also outlines the remedies that a customer can request should they feel that we are not maintaining our high standards of service.
This Service Level Agreement applies to Hubris Communications customers that subscribe to service that is provided via Frame-Relay, full or fractional DS-1/T-1 services, full or fractional DS-3/T-3 services, direct Ethernet drops or Ethernet over Copper. This SLA does not apply to customers connecting via Digital Subscriber Line (DSL) services.
Hubris Communications maintains multiple connections to the Internet for the express purpose of ensuring that connectivity to the Internet-Network is available 100% of the time. If we lose connectivity to the Internet for more than 10 minutes in a day your service for that day will be refunded in full.
Hubris guarantees that packets will have an average round-trip transmission time of less than 35 milliseconds from customer's router to Hubris' Internet-Egress router. This SLA does not guarantee against packet latency caused by traffic leaving customer's site that exceeds the bandwidth of customer's connection to Hubris.
NETWORK PACKET DELIVERY
Network policies define that we do not run any of our network links at more than 70% capacity. We monitor all of our network links on 5 minute intervals 24 hours a day 7 days a week. Once a network link reaches the 70% threshold, we order more network capacity for that particular link. It is for this reason, that we can guarantee that 99% of all packets entering our network will make it out our Internet-egress router(s).
You have chosen a dedicated Internet Service because your particular application requires that your network connectivity be highly available. Should you lose network connectivity for more than 30 minutes in a day, your service for that day will be refunded in full.
NETWORK DOWN CONTACT
It is Hubris' policy to monitor it's dedicated customer links 24 hours a day, 7 days a week on 3 minute intervals. Should a customer connection miss 3 consecutive polls, Hubris shall deem the service unavailable. Should the service remain unavailable for 15 minutes Hubris shall contact the customer's designated point of contact by a method elected by Hubris' Network Operations Staff (telephone, pager, fax, or external e-mail).
Hubris acknowledges that network connectivity is important to the customer and agrees not to alter network connectivity except during scheduled maintenance windows. Scheduled Maintenance is defined as the following:
- From 03:00 to 05:00 local time on Sundays and Wednesdays.
- Any time in which the customer is notified 72 hours in advance of a necessary emergency modification.
Customer shall request SLA service credit only via e-mail to "email@example.com". All such requests must be made within 30 days of the day in which the credit-generating event occurred. Credits approved under this SLA will be credited to customer's next invoice. Credits under this SLA guarantee will be limited to 100% of a customer's monthly service fee. Credits under this SLA are the sole and exclusive remedy if Hubris does not meet the service level guarantee.
- Scheduled Maintenance as defined within this agreement.
- Customer provided network devices or problems deemed to be caused by customer provided devices.
- Problems caused by power failures at customer location.
- Periods where Hubris Communications is unable to contact customer for cooperative testing at customer site.
- Problems outside of the Hubris Communications network.
- Force Majeure or other acts beyond Hubris Communications' control
- Digital Subscriber Line (DSL) services or wireless services.