Introduction

The NETRIO Data Network is guaranteed to be available and capable of providing data service 99.99% of the time, as averaged over a 30-day month.

For NETRIO Data Network outages due exclusively to the fault or failure of NETRIO, Customer, after an outage has been reported with a NETRIO trouble ticket and fault or failure is shown, will receive credit based on the MRC for the applicable Data Network service as follows:

 Voice SLA – SIP Trunking / Hosted PBX (Alliance)

The Availability Service Level for NETRIO’s Voice Services is 99.99% of the time, as averaged over a 30-day month.

For NETRIO’s SIP Trunking and Hosted PBX voice outages due exclusively to the fault or failure of NETRIO, Customer, after an outage has been reported with a NETRIO trouble ticket and fault or failure is shown, will receive credit based on the MRC for the applicable NETRIO Voice Services as follows:

Credit Limits & Conditions

The aggregate credits payable for any calendar month under this SLA are limited to fourteen (14) days of the MRC attributable to the affected service in that month. The above guarantees do not include local access circuit, Customer Premise Equipment, Customer’s LAN, maintenance events, customer caused outages or disruptions, interconnections to or from other Internet Service Provider (“ISP”) networks, failure or degradation caused by Public Internet, failure of Customer to provide full cooperation and assistance in troubleshooting, outages or degradations associated to new service installations, fault or failure of the PSTN and force majeure events.

No credits will be made unless customer has provided reasonable assistance in diagnosing the problem, including, without limitation, opening a trouble ticket with NETRIO, providing access to premise and assisting with the problem identification and trouble resolution.

All SLA credit claims must be requested by Customer to NETRIO management within thirty (30) days of the applicable outage and provide the corresponding trouble ticket that was opened for the occurrence. NETRIO shall notify Customer within thirty (30) days via telephone or email upon resolution of the request.

Contact Information:

Any notification that Netrio sends to its Customers pursuant to this SLA will be sent via e-mail to the e-mail address on file with Netrio or maybe in writing to Customer’s address of record. It is the Customer’s responsibility to promptly notify Netrio of any change of contact information.