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Service Level Agreement

100% Service Availability Guarantee
Service Available Guarantee Scope: Interwrx.com’s Service Availability Guarantee is to have the Interwrx.com network available 100% of the time.

Scheduled Maintenance Scope: Scheduled Maintenance shall mean any maintenance at the Interwrx.com hub to which Customer’s circuit is connected (a) of which Customer is notified 48 hours in advance, and (b) that is performed during a standard maintenance window from 3 AM to 6 AM local time of the Interwrx.com hub to which Customer’s circuit is connected. Notice of Scheduled Maintenance will be provided to Customer’s designated point of contact by a method elected by Interwrx.com (telephone, email, fax, or pager).

Service Availability Guarantee Process: At Customer’s request, Interwrx.com will calculate Customer’s “Network Unavailability” in a calendar month. “Network Unavailability” consists of the number of minutes that the Interwrx.com Network was not available to Customer, and includes unavailability associated with any maintenance at the Interwrx.com hub to which Customer’s circuit is connected other than Scheduled Maintenance. Outages will be counted as Network Unavailability only if Customer opens a trouble ticket with Interwrx.com customer support within five days of the outage. Network Unavailability will not include Scheduled Maintenance, or any unavailability resulting from (a) any Customer applications, equipment, or facilities, (b) acts or omissions of Customer or any use or user of the service authorized by customer or (c) any LEC which the local services are provided, (d) reasons of Force Majeure.

Service Availability Guarantee Remedy: In the event of any substantial service interruption, Interwrx.com will provide an additional day of service at the end of the stated term for each day within which the problem is experienced by a Customer for (4) consecutive hours.

Trouble Ticket Escalation: The Trouble Ticket Escalation is as follows:
Level 1: after 4 hours have passed without resolution on original Trouble Ticket Escalate
Level 2: after 2 hours have passed without resolution on original Trouble Ticket Escalate