Your SLA will be incorporated into your agreement, and may differ from this version.
SRInternet, LLC supports and monitors its service up to the Customer Demarcation point twenty-four hours per day. SRInternet, LLC Technical Support is available toll-free twenty-four hours per day.
SRInternet, LLC Standard Installation
Customer Standard Installation includes antenna and radios, non-penetrating roof antenna mount, up to 250 feet of standard cable weather-sealed and run from the antenna to the Customer Demarcation, service turn-up and testing. SRInternet, LLC owns all equipment that it supplies to the Customer. If service is discontinued for any reason, SRInternet, LLC has the right to remove any or all of its equipment in a workmanlike manner upon ten days advance notice. Customer Demarcation is defined as the location where Customer plugs into the SRInternet, LLC equipment and is generally located in the Customer equipment room.
Access to Equipment
The Customer agrees to allow personnel of SRInternet, LLC and its sub-contractors reasonable access to the Customer’s site for the purpose of installing, repairing and removing the SRInternet, LLC equipment and, if necessary, Customer shall obtain appropriate authorization from the landlord.
If SRInternet, LLC’s network is not performing as stated below, Customer is entitled to a credit. The three components of the SRInternet, LLC Service Level Agreement are:
- Service Availability Guarantee:SRInternet, LLC guarantees 99.99% network availability, annualized method.
- Network Latency:Less than seventy-five milliseconds round trip delay on SRInternet, LLC Backbone and less than fifty milliseconds round trip delay on SRInternet, LLC last mile.
- Packet Loss: Packet Loss less than one percent on SRInternet, LLC Backbone.
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 two hours: five percent of monthly billed site revenue.
- Exceeding four hours: ten percent of monthly-billed site revenue.
- Exceeding six hours: fifteen percent of monthly billed site revenue.
Every subsequent four-hour increment shall receive an additional five percent credit, the sum of which is not to exceed one hundred percent of the total monthly bill for that location. The period of lost connectivity to the Internet shall be determined by records kept by the SRInternet, LLC Network Operations Center (“NOC”) and based on measurements to the Customer Demarcation.
SRInternet, LLC, a wireless internet service provider company, will incur no liability and issue no credits due to any causes beyond its reasonable control including but not limited to acts of God, war, strikes, electrical storm, hurricane and, if needed, lack of access to its equipment at the Customer Site. All monies owed SRInternet, LLC and not in dispute must be paid in full before a credit is applied.
Credits must be requested within thirty days of service outage. The Customer is responsible for providing adequate voltage surge protection with a UPS for the SRInternet, LLC router/equipment at the Customer Demarcation.