Last Modified: August 1, 2008
Pipeline Wireless is committed to providing fast and reliable Internet Access, and the first to offer SLA guarantees on the last mile. If our network is not performing as promised you are entitled to a credit. The three components of the Pipeline Wireless Service Level Agreement are:
Service Availability Guarantee.
Pipeline Wireless guarantees 99.99% network availability.
Network Latency.
Latency = ∑(ICMP Packet Response Timestamp – ICMP Packet Sent Timestamp)
Total Number of ICMP Packets
Measurement:
The Latency SLA measurement includes all elements between the Management Router (or Pipeline Wireless NOC, as appropriate) and the Remote Access CPE (Radio). The Latency measurement is the average roundtrip response time of a 32 byte ICMP PING packet to complete a roundtrip traversal from the Management Router (or Pipeline Wireless NOC, as appropriate) to the WAN interface of the Customer’s CPE. Periods of time when the circuit utilization is greater than 75% of its stated capacity, as measured using 99th percentile sampling will be excluded from the Latency SLA measurement.
Packet Loss.
Packet Loss less than 1% on Pipeline Wireless Backbone.
Credit for loss of Connectivity
For situations involving performance and nonperformance of Pipeline Wireless's Internet access services or other services provided by Pipeline Wireless, 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 Pipeline Wireless. Pipeline Wireless 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 Pipeline Wireless 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 PIPELINE WIRELESS 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 PIPELINE WIRELESS'S NEGLIGENCE, SHALL BE LIMITED TO THE AMOUNT ACTUALLY PAID BY THE CUSTOMER TO PIPELINE WIRELESS UNDER THIS AGREEMENT IN THE TWO MONTH PERIOD PRECEDING THE EVENT GIVING RISE TO THE CLAIM
