Network Availability
MultiMeg guarantees 99.9%
network availability (annualized method). If MultiMeg
determines that its network is unavailable for one (1) or
more hours during any calendar month, the Client will, upon
request, receive a credit to the following month's invoice
prorated at one (1) day of the service fee for each cumulative
hour of unavailability, up to a maximum credit of seven
(7) days per month.
Committed Information Rate
MultiMeg's wireless and
wired managed Internet solutions are engineered to provide
full committed information rate (CIR) throughput. Clients are guaranteed their CIR to be available 95% of the time, averaged over a
calendar month. Throughput is measured
across the MultMmeg network,
using benchmark downloads from the MultiMeg
test server to the Client site. Our test server is located in our central office in Tacoma, and is housed in the same space as the uplink from MultiMeg to the Internet.
Network Latency
MultiMeg guarantees 50ms
or better ping times between the Client's MultiMeg
uplink router and MultiMeg's
test server (see above for details), or the first hop of any Tier 1 IP network.
Should MultiMeg fail to
meet its network latency guarantee, the Client will, upon
request, receive a credit to the following month's invoice
equal to prorated charges of one (1) day of bandwidth service
for each day the latency guarantee was not met, up to a
maximum credit of seven (7) days per month.
Packet Loss
MultiMeg guarantees less
than 1% packet loss, averaged over a calendar month, for
all network traffic between the Client's uplink router and
the MultiMeg test servers (see above for details).
If packet loss exceeds 1% over a calendar month, MultiMeg
will, upon request, credit the Client's next monthly invoice
the prorated equivalent of one (1) day of bandwidth service.
MultiMeg Network
Boundaries
Network availability applies within the boundaries of the
network physically controlled or directly administered by
MultiMeg. MultiMeg
does not guarantee availability of systems or networks beyond
its control.
Maintenance Windows
MultiMeg reserves regularly
scheduled maintenance windows between 12 AM Pacific Time
and 3 AM Pacific Time. Outages or degraded performance as
a result of maintenance during these windows are not counted
against network availability. MultiMeg
will make all commercially reasonable efforts to provide
the Client with prior notification of all scheduled and
emergency maintenance procedures, and to schedule such procedures
within the customer's defined maintenance windows.
Access to Equipment
The Client grants MultiMeg
personnel and MultiMeg
sub-contractors reasonable access to the Client's premises
in order to install, service, repair, or remove MultiMeg-owned
equipment or equipment under a management contract serviced
by MultiMeg. MultiMeg
is not responsible for loss of network availability during
periods in which access to Client premises is unavailable.
Investigation of Service Interruptions
MultiMeg will investigate
any reported service interruptions at the Client's request,
and will attempt to restore service as soon as possible.
If the cause of the interruption is not found within MultiMeg's
equipment, facilities, and systems, MultiMeg
can continue to investigate at the Client's request and
expense. Labor and materials costs will be billed to the
Client at the usual and customary rates. In the event of
a complete outage, MultiMeg
will make all commercially reasonable efforts to restore
service to working condition within 4 hours of a trouble
ticket being filed.
Force Majeure
MultiMeg assumes no liability
for loss of network availability, or delay or failure to
meet any of its obligations under this service agreement
by reason of Force Majeure, including war, electrical storm,
electrical and other utility failures, strikes, labor actions,
insurrection, terrorism, and such other occurrences that
not reasonably foreseeable and are beyond MultiMeg's
ability to control.
