Last Modified: 08/22/07
Community WISP - Service Level Agreement
Community WISP is committed to providing fast and reliable Internet Access. If our network is not performing as promised you are entitled to a credit. The three components of the Community WISP Service Level Agreement are:
Service Availability Guarantee.
Community WISP guarantees 99.99% network availability.
Packet Loss less than 1% on Community WISP Backbone.
Credit for loss of Connectivity
For situations involving performance and nonperformance of Community WISP's Internet access services or other services provided by Community WISP, the Customer's sole and exclusive remedy 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:
Every succeeding 4-hour increment shall receive an additional 5% credit, the sum of which is not to exceed 100% of the total monthly bill for that location. The period of lost connectivity to the Internet shall be determined by records kept by Community WISP. Community WISP 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, acts of terrorism, electrical storm, and hurricane. All monies owed Community WISP must be paid in full before a credit is applied. Credits must be requested within 30 days of service outage.
THE MAXIMUM CUMULATIVE LIABILITY OF COMMUNITY WISP TO THE CUSTOMER FOR ANY AND ALL LOSSES, CLAIMS, DAMAGES OR LIABILITY OF ANY KIND IN CONTRACT, TORT STRICT LIABILITY OR OTHERWISE, INCLUDING DUE TO COMMUNITY WISP'S NEGLIGENCE, SHALL BE LIMITED TO THE AMOUNT ACTUALLY PAID BY THE CUSTOMER TO COMMUNITY WISP UNDER THIS AGREEMENT IN THE TWO MONTH PERIOD PRECEDING THE EVENT GIVING RISE TO THE CLAIM