Service Level Agreements
Fixed Wireless Service Level Agreements (SLA)
ENTERPRISE SERVICES ONLY
I. SERVICE LEVEL AGREEMENT
unWired Broadband, Inc. (UBI) measures Availability, Packet Loss and Latency between UBI’s Network Monitor in UBI’s Network Operations Center (NOC) and the UBI-installed equipment at the customer’s premises 24/7/365. All credit requests will be based on reports from UBI’s Network Monitor. These reports are available upon request – Monitoring data is stored on our servers for 30 days. Packet Loss and Latency are determined by averaging test packet measurements taken every 2 minutes over any given 8-hour period. All Service Level Agreement credit requests must be made within 7 business days of any given performance failure. Maximum credits combined will not exceed 100% of the Monthly Recurring Rate per calendar month billing cycle.
A. Availability
UBI Enterprise Services will be available at least 99.99% of the time in a calendar month (not including schedule and emergency maintenance activities). Upon Customer’s request, UBI will issue credits for each Service Outage, and such credits shall be calculated by multiplying the percentage specified in the table below by the Monthly Recurring Rate (MRR) of the underperforming Service.
Service Outage Credits |
|
| Duration of Service Outage | Percentage Credit |
| 1 minute to 5 minutes | No Credit |
| 5 minutes to 10 hours | 5% of the MRR |
| 10 hours to 20 hours | 10% of the MRR |
| 20 hours to 30 hours | 15% of the MRR |
| 30 hours to 40 hours | 20% of the MRR |
| 40 hours to 50 hours | 25% of the MRR |
| 50 hours or greater | 50% of the MRR |
B. Network Latency
Upon Customer’s request, UBI will issue credits for UBI’s failure to meet the Network Latency metrics specified below if the failure is service impacting to the Customer. Such credits will be calculated by multiplying the percentage specified in the table below by the MRR for the underperforming Service. The credits specified below are not cumulative and, for any calendar month, Customer is only entitled to one credit specified in the table below.
Network Latency Credits |
|
| Average Latency over 8-hour period | |
| 45.00 millisecond (ms) or less | No Credit |
| 45.01 to 50.00 ms | 10% |
| 50.01 to 60.00 ms | 15% |
| 60.01 to 65.00 ms | 20% |
| 65.01 to 70.00 ms | 30% |
| 70.01 to 75.00 ms | 40% |
| 75.01 ms or greater | 50% |
C. Packet Loss
Upon Customer’s request, UBI will issue credits for UBI’s failure to meet Packet Loss metrics in the table below if such failure is service impacting to the Customer. Such credits will be calculated by multiplying the percentage specified in the table by the MRR for the underperforming Services. The credits specified below are not cumulative Customer shall only be entitled to one credit per calendar month.
Packet Loss Credits |
|
| Average Packet Loss over 8-hour period | |
| 0 – 1% | No Credit |
| 1% – 2% | 10% |
| 2% – 3% | 20% |
| 3% – 4% | 30% |
| 4% – 5% | 40% |
| 5% and greater | 50% |
D. Response Time
In the event of an issue with the service resulting in Network unavailability, UBI will make its best commercially reasonable efforts to repair the service to working condition within 5 hours of the outage being reported and a trouble ticket opened.
Service Response Time |
|
| During Standard Operating Hours | Response Time |
| Telephone/Email Support | Up to 2 Hours |
| Onsite Response | Up to 4 Hours |
| Outside of Standard Operating Hours | Response Time |
| Telephone/Email Support | Up to 4 Hours |
| Onsite Response | Up to 8 Hours |