Legal

Effective Date: June 22, 2026

This Service Level Agreement ("SLA") defines the core connectivity performance metrics and support commitments provided to active subscribers of our Business Broadband Internet services.

1. Network Availability (Uptime)

Guarantee: We guarantee a monthly Network Availability of 99.9% for Dedicated Internet Access (DIA) services.
Measurement: Uptime is calculated monthly using the following formula:
Availability = ((Total Minutes in Month − Minutes of Unscheduled Outage) ÷ Total Minutes in Month) × 100
Exclusions: Scheduled maintenance (with at least 48 hours' advance notice), customer-owned equipment failures, and Force Majeure events are excluded from uptime calculations.

2. Performance Metrics & Targets

We continuously monitor our network infrastructure to maintain the following minimum performance standards:

Latency: ≤ 45 ms round-trip time.
Packet Loss: ≤ 0.1% over any calendar month.
Jitter: ≤ 5 ms variation.

3. Support Response Times

When a support ticket is submitted to our 24/7 Technical Support team, we aim to respond according to the following service levels:

Ticket Severity	Definition	Response Window	Target Resolution
Critical	Total service outage (business down)	Within 15 minutes	Under 4 hours
Major	Severe degradation, slow speeds, packet loss	Within 1 hour	Under 8 hours
Minor	General inquiries, non-disruptive issues	Within 4 hours	Next business day

4. Service Credits & Compensation

If we fail to achieve the guaranteed 99.9% monthly uptime, eligible customers may request a service credit applied to their next invoice.

99.0% – 99.8% Uptime: 10% credit of the monthly recurring charge.
95.0% – 98.9% Uptime: 25% credit of the monthly recurring charge.
Below 95.0% Uptime: 50% credit of the monthly recurring charge.

Note: Customers must submit a written request for service credits within thirty (30) days of the suspected outage to be eligible for compensation.

Last Updated: June 22, 2026

We value your business and respect your privacy. This Privacy Policy explains how we collect, use, protect, and manage your company and employee information.

1. Information We Collect

Account Information: Company name, billing address, contact phone numbers, corporate email addresses, and tax identification numbers.
Technical Network Data: IP addresses assigned to your network, bandwidth/data usage, and device identifiers interacting with our networking equipment.
Website Analytics: Cookies and usage data collected when you visit our online customer portal.

2. How We Use Your Data

To provision, maintain, and optimize your business broadband connection.
To process monthly billing, invoices, and service payments securely.
To respond to technical support requests and network troubleshooting.
To comply with legal requirements, law enforcement requests, or court orders.

3. Data Retention & Traffic Monitoring

No Deep Packet Inspection: We do not inspect, log, or track the specific websites your employees visit or the contents of your network traffic.
Log Retention: We retain basic connection logs (connection timestamps and bandwidth usage) for network management and security compliance purposes for up to 90 days.
Billing Records: Financial transaction records are retained for the period required under applicable legal and tax regulations.

4. Information Sharing & Third Parties

No Data Selling: We will never sell, lease, or rent your company information or employee contact details to third-party advertisers.
Trusted Partners: Information is shared only with trusted third parties necessary to provide our services, such as payment processors or authorized field engineers.

5. Security Protections

We employ industry-standard physical, electronic, and administrative safeguards to protect your account information from unauthorized access, disclosure, alteration, or loss.

By using our services, you acknowledge and agree to the practices described in this Privacy Policy.