LaunchNet Wireless is committed to providing reliable, responsive and personalized service. To ensure our business priorities are aligned with our customers’ need for reliable service, LaunchNet Wireless provides the following service level agreement to customers subscribing to its enterprise-class services:
This service level agreement covers the “LaunchNet Wireless Network”. The LaunchNet Wireless Network means the infrastructure and/or facilities that are under LaunchNet Wireless’s direct control. The LaunchNet Wireless Network excludes all CPE, whether provided by LaunchNet Wireless or the customer, telco local loops, the Internet beyond the LaunchNet Wireless Network, and any other networks, servers, or components not within the LaunchNet Wireless Network.
To facilitate service level monitoring and verification, LaunchNet Wireless maintains a test server (“Test Server”) at the outer boundary of each regional network. All performance measurements and references to Test Server shall mean the server at the boundary of each regional network.
To ensure accurate testing, LaunchNet will measure all performance verifications from the customer Network Interface to the Test Server. The customer LAN will be disconnected during the test to ensure that customer traffic does not affect the verification results.
For this service level agreement, “Unavailability” shall mean the total inability to transfer data from the Network Interface to a known operational IP address of LaunchNet’s choice on a public network. A period of Unavailability commences when a trouble ticket is opened with LaunchNet Wireless Support and LaunchNet Wireless confirms the Unavailability.
LaunchNet Wireless’s goal is ensure that the LaunchNet Wireless Network will be available 99.99% of the time. LaunchNet will measure the Network Availability Target based on the number of minutes that the LaunchNet Wireless Network was Unavailable during a given calendar month.
If LaunchNet Wireless determines that the LaunchNet Wireless Network is Unavailable to the customer (based on submitted trouble tickets) for one (1) or more cumulative hours during any calendar month, LaunchNet Wireless, upon the customer’s request, will credit the customer’s next monthly invoice the prorated charges of one (1) day of the LaunchNet Wireless bandwidth service fee for each cumulative hour of unavailability, up to a maximum credit of seven (7) days per calendar month.
A Chronic Outage is considered to have occurred if the LaunchNet Wireless service is Unavailable for more than 48 consecutive hours, or if more than five (5) confirmed outages, each consisting of at least one hour of Unavailability, occur within a 30-day period.
If an Enterprise Service has suffered from a Chronic Outage, customer may cancel the Enterprise Service without early termination fees or other penalty by providing LaunchNet Wireless with written notice of its desire to cancel within 30 days of the Chronic Outage condition. Upon verification of the Chronic Outage condition, LaunchNet Wireless will cancel the Enterprise Service immediately upon receipt of such notice and will credit the Customer with any unused monthly fee for which the Customer has previously paid.
LaunchNet Wireless provides 100% committed information rates (CIR) on its Enterprise Services. Each Enterprise Service will be configured and provisioned to operate to the full CIR specified for such service.
The LaunchNet Wireless Network is engineered to ensure that even during peak network load, the Enterprise Service will be capable of transmitting and receiving network traffic (IP packets including data and packet overhead) within a 10% maximum variance of the CIR as averaged over a calendar month.
CIR is measured from the LaunchNet Wireless NID located at the customer’s premises to the LaunchNet Wireless Network where the Customer ‘s circuit terminates (see Figure 1). CIR does not apply to performance outside of the LaunchNet Wireless Network (e.g., web-based speed testing tools).
CIR will be verified by LaunchNet Wireless using appropriate circuit testing tools known to be accurate in testing the specified bandwidth.
If the subscribed CIR is not met, LaunchNet Wireless will have 5 days to restore the throughput to specification. If LaunchNet Wireless is unable to restore the CIR to within 10% of the subscribed level, customer may elect 1) to cancel the effected Enterprise Service without early termination fees or other penalty by providing LaunchNet Wireless with written notice of its desire to cancel, or 2) to downgrade, without penalty, to the service bandwidth rate that is being received.
LaunchNet Wireless offers additional bandwidth capacity on selected services. This additional bandwidth, if offered, is above and beyond the CIR for the service and is provided on a commercially reasonable effort basis only. Burstable bandwidth is provided only when excess network capacity exists and may not be available at all times, at the full level, or at all.
Burstable bandwidth is intended for occasional customer use and is not intended to be a replacement for higher CIR services. LaunchNet Wireless may reduce or eliminate the burstable bandwidth option at any time and for any reason, including, but not limited to, excessive use of the burstable bandwidth. Changes to the burstable bandwidth rate may occur without notice.
If the burstable bandwidth is not available or has been eliminated for excessive use, customer’s service will be set to operate at a maximum of the CIR for that service. See Figure 2.
Enterprise Services are targeted to have Network Latency of 50ms or less within the LaunchNet Wireless Network. Network Latency means the round trip packet transit time between a customer network interface and the Test Server as averaged over a 30-day period.
If the Network Latency target is not met within a calendar month, LaunchNet Wireless, upon customer’s request, will credit the customer’s next monthly invoice the prorated charges of one (1) day of the affected LaunchNet Wireless bandwidth service fee for each day the latency guarantee was not met, to a maximum credit of seven (7) days per month.
Packet loss means the average percentage of IP packets transmitted between all LaunchNet Wireless base stations and the Test Server during a calendar month that are not successfully delivered. Packet Loss on the LaunchNet Wireless Network is targeted not to exceed 1% during a calendar month. If the packet loss target is not met during a calendar month, LaunchNet Wireless, upon customer's request, will credit the customer's next monthly invoice the prorated charges of one (1) day of the LaunchNet Wireless bandwidth service fee.
In the event of a problem with the service resulting in network Unavailability, as defined above, LaunchNet Wireless will make commercially reasonable efforts to respond to the outage within 4 hours of customer’s opening a trouble ticket.
This Service Level Agreement applies only to customers in good standing (paid current). Customers with delinquent accounts or past due balances do not qualify for service credits or priority response. Customers may not short pay invoices in expectation of receiving service credits.
Unavailability does not include outages of less than one (1) hour. Service Level Agreement excludes outages, reduced bandwidth throughput and/or increased latency resulting from (a) Network maintenance, (b) circuits provided by telcos or other common carriers, (c) an external Internet supplier, Service Provider or an Internet exchange point, (d) acts of omissions of Customer or an authorized user, (e) behavior of Customer equipment, facilities or applications, or (f) acts of God, civil disorder, natural cataclysm, terrorism, radio frequency interference or blockage or other occurrences beyond the reasonable control of LaunchNet Wireless.
To request credits under this SLA, customers should email LaunchNet Wireless Customer Support at email@example.com or call (888) 528-6242 within 2 business days of the event.