Dedicated Internet Access and Combined Services Service Level Agreement (SLA)
 
ONEEIGHTY NETWORKS Dedicated Internet Access (DIA), and Combined Services are backed by specific service level guarantees. If these guarantees are not met, the credit set forth below will be issued if requested by the customer and verified by ONEEIGHTY NETWORKS, following the procedures outlined below. The total of all credits provided under this SLA are limited to the monthly recurring charges for the affected DIA or Combined Services for the affected month of service.

Network Availability Guarantee - 99%
 
ONEEIGHTY NETWORKS' IP Network, as defined in this section, is guaranteed to be available and capable of forwarding IP packets 99.9% of the time, as averaged over a calendar month. The ONEEIGHTY NETWORKS IP network includes the customer's access port (the port on the ONEEIGHTY NETWORKS aggregation router upon which the customer's circuit terminates) and ONEEIGHTY NETWORKS' IP backbone network. ONEEIGHTY NETWORKS' IP backbone network includes ONEEIGHTY NETWORKS owned and controlled routers and circuits plus connectivity provided to ONEEIGHTY NETWORKS by the various ISPs from whom ONEEIGHTY NETWORKS may purchase IP transit directly over facilities the ISPs own and control.
 
The ONEEIGHTY NETWORKS Network Availability guarantee does not include the local access circuit (e.g. local loop) or Customer Premises Equipment ("CPE") unless those services are provided by ONEEIGHTY NETWORKS. The ONEEIGHTY NETWORKS Network Availability guarantee does not include the Customer's Local Area Network (LAN), scheduled maintenance events, customer caused outages or disruptions, interconnections to or from and connectivity within other Internet Service Provider (ISP) networks, and force majeure events (as defined in the relevant service contract).
 
If the Network Availability guarantee is not met in a calendar month, the customer may request a credit of 1/30th of the monthly recurring charge (MRC) for that month for each full hour of outage in excess of the .1% guaranteed under this SLA. Limits on the credit and the reporting procedures are detailed below.

Latency Guarantee (60 Milliseconds)
 
ONEEIGHTY NETWORKS's IP backbone network (as defined in the previous section) is guaranteed to have an average round trip packet transit time over a calendar month of 60ms or less. The average latency is measured as the average of 15-minute samples across ONEEIGHTY NETWORKS' IP backbone network taken throughout the month.
 
The ONEEIGHTY NETWORKS Latency guarantee does not include the local access circuit (e.g. local loop) or Customer Premises Equipment ("CPE") unless those services are provided by ONEEIGHTY NETWORKS. The ONEEIGHTY NETWORKS Latency guarantee does not include the Customer's Local Area Network (LAN), scheduled maintenance events, customer caused outages or disruptions, interconnections to or from and connectivity within other Internet Service Provider (ISP) networks, and force majeure events (as defined in the relevant service contract).
 
If the Latency guarantee is not met in a calendar month, the customer may request a credit of 1/30th of the monthly recurring charge (MRC) for that month for each full 3ms above the 60ms average maximum guaranteed under this SLA. Limits on the credit and the reporting procedures are detailed below.

Refunds

All cancelled services for residental customers will be cancelled as of the last day of the current invoiced coverage period. For example if your coverage period is March 15th – April 15th and you cancel on April 1st your effective cancellation date will be April 15th. This is for all monthly and quarterly accounts.

Refunds will be issued on Semi-Annual or Annual service if termination is requested within the first month of service for a refund. Customer requesting termination after the first month of the coverage period will not receive a refund. A twenty dollar ($20 US) cancellation fee will be charged to all refunds. If after the twenty dollar fee, the refund will fall below zero dollars, no refund will be issued.

Services cancelled and not used within the first seven days of a coverage period will be cancelled as of the beginning of the coverage period.

All past due accounts are subject to restriction once they are seven days past the due date. Accounts that are restricted or past due for more than 30 days are subject to a $25 reconnection fee. This only applies to residental accounts.

 This policy is our refund policy for basic residential services.

Cancellation Policy -

All services are subject to a 30 day written notice for cancellation.  Some basic services will be cancelled as of the last day of the current invoiced coverage period.  Commercial customers and advanced residential service customers in most cases require a 30 day written notice for cancellation. Please refer to your contract for your type of service.  If you have a question about your cancellation policy please call us and ask us to verify for you.  You can provide notice by emailing \n This e-mail address is being protected from spam bots, you need JavaScript enabled to view it This e-mail address is being protected from spam bots, you need JavaScript enabled to view it or directly to your sales person.  If you wish to provide notice in writing via postal mail send your notice to:

Credit Limits and Reporting Procedures
 
To receive credits, the customer must contact ONEEIGHTY NETWORKS customer service within 2 business days of the occurrence by sending an e-mail to: This e-mail address is being protected from spam bots, you need JavaScript enabled to view it This e-mail must contain documentation supporting the claim of an SLA violation such as PING and/or traceroute output taken at the time of the occurrence which demonstrates the problem(s) being reported.
 
ONEEIGHTY NETWORKS will take all measures it deems appropriate to investigate reported outages. Determination of credits due pursuant to this SLA will be made solely by ONEEIGHTY NETWORKS. Total credits under this SLA are limited to the monthly recurring charge for the affected DIA service or Combined Service for the month in which the service does not meet the guarantees.