Overview
This Service Level Agreement (SLA) covers the following performance parameters
for SkyHop Business Wireless:
Installation Interval
SkyHop's target Installation Interval is 30 calendar days from the day the
order is placed until the day the Field Service Technician is dispatched
to install the line. This calculation does not include
(a) any period that SkyHop waits for a response or action from the Customer,
(b) any period that SkyHop waits to install the line due to the Customer's
failure to respond, lack of access to the Customer's facilities or change of
requested installation date, or
(c) any period resulting in Force Majeure Events. If this Installation Interval
target is not met, SkyHop will provide the first month of Business Wireless
service
at no charge.
This Service Level Agreement becomes effective upon initial confirmation of traffic passing from the Customer's router to the SkyHop network.
Provisioning
SkyHop and the Customer agree that an SkyHop Business Wireless Link shall
be successfully provisioned if the maximum throughput is 80% of the ordered
service. If the Field Service Technician is unable to successfully provide
a Link with the ordered service, the Customer will be offered the maximum
available throughput rate and corresponding service.
Network Availability
SkyHop is committed to providing a reliable network for its Customers. With
that goal, SkyHop's target for Network Availability is 99.9%.
SkyHop's Network Availability is defined as the percentage of minutes in a calendar month a Customer circuit did not experience a Service Outage in that month. Network Availability as a percentage is calculated:
1- (Time to restore service for all Customer Link outages experienced in a calendar Month divided by the total number of minutes in the same month) x 100
The availability target does not account for scheduled outages, interruptions in service due to obstructed wireless signal paths, adverse weather interruptions or Acts of Nature on SkyHop's Network or events outside of SkyHop's control, including, but not limited to, force majeure events or Customer equipment outages. Network downtime is calculated commencing with the date and time on which the Customer contacts SkyHop and a trouble ticket is opened, and ending upon confirmation from SkyHop that the network is restored.
If SkyHop does not meet Network Availability per the above definition, SkyHop will credit the Customer based on the amount of downtime experienced. Each hour of downtime constitutes an hour of credit. Downtime in excess of five (5) hours in one day will be considered an entire day. Credit is calculated based on the monthly recurring fee and a thirty (30) day month.
Mean Response Time
SkyHop is committed to providing the best Customer care experience in the
telecommunications industry. In the event that a trouble ticket is required,
SkyHop will provide updates to the Customer at least once daily on each
open issue. Each issue will be handled separately and will not be combined
with another open issue unless related to the open issue.
Severe and Chronic Problems
A Customer is experiencing a Severe Problem if the aggregate Service Outage
time experienced is in excess of twenty-four (24) hours in any calendar month.
If a subsequent Severe problem occurs within one calendar month following
the calendar month in which a customer experienced a Severe Problem , the
problem will be considered Chronic.
Upon verification of a Chronic Problem, a customer may request that SkyHop disconnect the circuit and any applicable Early Termination Fees will be waived. In addition if SkyHop determines that a Chronic Problem will presist, the circuit may be disconnected and any applicable Earyl Termination Fees will be waived.
Customer Premise Equipment Warranty
If the Customer purchases Customer Premise Equipment directly from SkyHop,
SkyHop will assign, to the extent permitted, the manufacturer's warranty
of at least one (1) year. In the event that the equipment is determined to
be faulty within the applicable warranty period, SkyHop will dispatch
a Field Service Technician ("FST") to the Customer's premises to
configure and install the replacement equipment within 5 business days of
SkyHop's determination that the Customer premise equipment requires replacement.
If an FST is dispatched to support a warranty replacement and it is determined that the equipment is not faulty and the problem does not fall under the manufacturer's warranty, then the Customer will be charged any applicable service order charges for the FST dispatch as set forth in the Schedule of Services. This warranty does not apply to the equipment or service problems caused by the Customer equipment configuration changes done after the initial installation of the Customer premise equipment.
After one year, repair and replacement of Customer premise equipment becomes the responsibility of the Customer.
Credit Availability
It is the Customer's responsibility to identify and request all valid SLA claims
and corresponding credits. To be eligible for service credits, Customer must
first report outage, delay or delivery events to SkyHop's Technical Support
call centers and a trouble ticket must be opened. Please request a ticket
number from the SkyHop representative. SkyHop will notify Customer
of its resolution of the reported outage. Customer must claim any applicable
service credits by calling SkyHop Business Access Customer Service at
1-301-791-1236 within fifteen (15) calendar days of the notice of resolution
of the reported incident. In the event that two or more credits are simultaneously
claimed, a credit will be applied toward the single claim resulting in the
largest credit. SkyHop will apply any service credits to the Customer's
next monthly invoice.