Network Availability Guarantee
SkyFiber Internet's network is guaranteed to be available and capable of forwarding IP packets 99.99% of the time, averaged over a calendar month.
SkyFiber Internet's IP network includes the customer access port (the port on the Sky Fiber Internet aggregation router upon which the customer's circuit terminates) and the Sky Fiber Internet IP backbone network.
The SkyFiber Internet IP backbone includes Sky Fiber Internet owned and controlled routers and circuits, including any transit connections.
SkyFiber Internet's Network Availability Guarantee does not include the customer's Local Area Network (LAN), local access circuit (e.g. local loop), scheduled and unscheduled maintenance events, Customer Premise Equipment (router or CPE), customer caused outages or disruptions, interconnections to or from other Internet Service Provider (ISP) networks, and force majeure events.
If the Network Availability Guarantee is not met in a calendar month, the customer is eligible to receive a credit as stated in the table below for that month for outages in excess of the 99.9% guaranteed under this SLA up to a maximum of one month's recurring charge.
Total Monthly Outage Time Service Credit*
7 to 24 Hours = 1 day of monthly recurring charges
32 hours up to 7 days = 1 week of monthly recurring charges
7 days or more = 1 month of monthly recurring charges
* 1-day Service credit is equal to 1/30th of the monthly recurring charge for the affected port in the applicable month. N-days Service
Credit is equal to 1-day service credit multiplied by N, where N is the number of days of service credit.
The SkyFiber Internet network (as defined in the previous section) is guaranteed to have an average round trip packet transit time within the Sky Fiber Internet network to our fiber connection over a calendar month of 50 ms or less. The average network latency is measured as the average of 5 minute samples taken throughout the month.
The SkyFiber Internet Latency Guarantee does not include the customer's Local Area Network (LAN), local access circuit (e.g. local loop), scheduled and unscheduled maintenance events, Customer Premise Equipment (router or CPE), customer caused outages or disruptions, interconnections to or from other Internet Service Provider (ISP) networks, and force majeure events.
If the Latency Guarantee is not met in a calendar month, the customer is eligible to receive a credit up to 1/30th of the monthly service charge (MRC) for that month for each full 5ms above the 50ms average maximum guaranteed under this SLA up to a maximum of one month's recurring charge.
Packet Loss Guarantee
The Sky Fiber Internet network is guaranteed to have a maximum average packet loss of 0.5% percent or less during any calendar month.
Maximum Service Credits
Service credits issued in any month for a port under this SLA will not exceed the monthly recurring service charges for the affected port.
The combined cumulative total of Service Credits issued during a Contract Year under this SLA and any other IP SLAs will not exceed 20% of the Customer's total IP Products and Services invoiced during a Contract Year.
SkyFiber Internet will offer credits outlined above should these guarantees not be met, subject to verification by Sky Fiber Internet.
Requests for credits must be in writing and received by SkyFiber Internet no later than seven days from the disruption in service as outlined in the guarantees above. Customers requesting credits must have opened a trouble ticket with the SkyFiber Internet Network Management Center (NMC) at the time of the incident. Please allow one week for credit requests to be adequately researched by SkyFiber Internet prior to posting to a customer's ' account.
Total credits under this SLA are limited to the monthly service charge for the month in which the service does not meet the commitment.
Concurrent events will not provide consecutive credits.
Requests for credits may be mailed to:
SkyFiber Internet, Inc.
8975 Double Diamond Pkwy suite A9
Reno, NV 89521