Service Level Agreement (SLA) For Business Accounts
OPEN BROADBAND LLC (“OPEN BROADBAND”) is committed to providing minimum service levels and additional services which support the overall operation of the Premises at no additional charge to Customer. The Service Level Agreement (SLA) addresses critical operating functions of the purchased service.
Should OPEN BROADBAND not meet its minimum obligations, the credit rates set forth below will be issued to the customer’s account if requested and approved by OPEN BROADBAND.
Requests for all SLA violations must be made in writing by emailing billing@OpenBB.net within thirty days of the reported A detailed list of the violation including date, time and service unavailability must be provided, along with any additional information that may be requested by OPEN BROADBAND’s billing, support, or customer services departments.
1. Network Transit Availability
OPEN BROADBAND provides a network uptime guarantee, providing uninterrupted transit to the internet (as measured on a monthly basis with a wireless network circuit). Interrupted transit is defined as 100% packet loss to the internet. OPEN BROADBAND upon customer’s SLA violation request and approval, will issue a credit to the customer’s next monthly billing invoice. A network transit availability
does not include failure of customer equipment connected to the network circuit, commonly referred to a customer’s switch, router, or firewall.
The credit will be based upon the client’s monthly service billing for specific network transit fees, and be calculated as the time between report of the outage and the resolution of the outage. The following credit schedule will be issued for violation of the Network Transit Availability Guarantee:
Network Uptime – Wireless circuit
|Length of 100% packet loss||Credit Against Monthly Services|
|0 – 120 minutes||0%|
|360 minutes and above||50%|
- Qualified Service Outage – Qualified Network Service Outage exists when you are unable to transmit and receive data and the Company’s records such an Customer shall not receive any credits under the Qualified Service Outage which is caused by or associated with:
- Caused by customer directly
- Caused by failure of customer’s equipment
- Caused by customer intentionally or unintentionally for failure to adhere to data center policies, rules and regulations
- Due to failure of power, equipment, facilities, connections or equipment not provided by OPEN BROADBAND
- Due to a force majeure event as defined in the MSA
- Violations not reported within 30 days of the
- Circumstances beyond the Company’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, or labor disturbance, interruption of or delay in transportation
- Unavailability of or interruption or delay in telecommunications or third party services, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts)
- Attacks by viruses or hackers, including Distributed Denial of Service (DDoS) attacks against the Company or the Company’s network
- Scheduled maintenance, system upgrades, or emergency maintenance
- DNS or Domain Registry issues outside the direct control of the Company including DNS and Registry propagation issues and expiration
- Customer’s acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CFM, ASP, CGI, Perl, HTML, etc.), server or software administration by the customer
- Any negligence, willful misconduct, or use of the customer’s account in breach of Company’s Terms of Service Agreement or Acceptable Use Policy
- Delays in email delivery, Issues with 3rd party email systems, including refusal or rejection of email by 3rd party mail systems
- Outages elsewhere on the Internet that hinder access to your The Company is not responsible for browser, DNS, or other caching that may make your web site or email appear inaccessible when others can still access it. The Company will guarantee only those areas of the Internet considered under the control of the Company’s links to the Internet, the Company’s routers, and the Company’s servers themselves.
3. Invoice Credits
SLA violations will result in a credit issued to customer’s next monthly invoice for that affected service provided. Should the specific service not renew, the credit will be placed on the customer’s account to be issued against the customer’s next generated invoice. Should no service be a renewable term service indicating that the customer has effectively terminated all services, a refund will be issued to the customer for an equivalent dollar amount to the credit payable to the customer within sixty (60) days.
Last Updated: 03.05.2018