Commitment
Contact
FAQ’s
Collateral Library






Community WISP is a reliable source for broadband Internet access because of our commitment to customer service.

You can call our toll free number - 866-863-1035 (Option #2) – and we will answer or return your calls 24 x 7 x 365.

Service Level Agreements
 
Community WISP’s Performance Guarantee:
If Community WISP’s network is not performing as stated below, Customer is entitled to a credit. The three components of the Community WISP Service Level Agreement are:
  1. Service Availability Guarantee: Community WISP guarantees 99% network availability, annualized method not to include scheduled network maintenance between the hours of 11pm and 3am.

  2. Network Latency: Less than 5ms round trip delay on Community WISP backbone, and less than 30ms round trip delay on Community WISP last mile.

  3. Packet Loss: Packet Loss less than 1% on Community WISP 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 2 hours: 3% of monthly billed site revenue.
  • Exceeding 4 hours: 5% of monthly-billed site revenue.
  • Exceeding 6 hours: 10% of monthly billed site revenue.

Every subsequent 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 the Community WISP Network Operations Center (“NOC”) and based on measurements to the Customer Demarcation.
 
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, electrical storm, hurricane and, if needed, lack of access to its equipment at the Customer Site. All monies owed Community WISP and not in dispute must be paid in full before a credit is applied.
 
Credits must be requested within 30 days of service outage. The Customer is responsible for providing adequate voltage surge protection with a UPS for the Community WISP router/equipment at the Customer Demarcation.

For our Custom Solutions, Maintenance Agreements are available:

Preferred Plan
 
Full Support: 24 x 7 x 365.
 
On-site re-configuration support within 4 hours.
 
Equipment Replacement
(Next business day delivery)
 
Two on-site visits per year, Systems check (mos. 4 and 8).
 
Motorola Canopy Firmware Updates:  Up to 4 per year.
 
Motorola Canopy one year warranty on Equipment.

Standard Plan
 
Full Support: 24 x 7 365.
 
On site re-configuration support within 4 hours.
 
Equipment Replacement
(Next business day delivery).
 
Two on-site visits per year,
Systems check (mos. 4 and 8).
 
Motorola Canopy Firmware Updates:  Up to 4 per year.
 
Motorola Canopy one year warranty on Equipment.

Reduced Plan
 
Support during business hours.
 
Equipment replacement in 3 to 5 days.
 
Motorola Canopy Firmware Updates: Up to 2 per year.
 
One on-site visit, Systems check (month 7).