Service Level Agreement (SLA)

 

Service Level Agreement (SLA)

Introduction

An SLA defines the level and quality of service that you can expect to receive from an Alyrica internet connection.  It defines expected latencies, speeds, and uptime.

 Scope

This SLA provides a general outline of our SLA expectations.  It does NOT define the SLA for quoted accounts that have SLAs defined within the quote / proposal.  In those cases, the quoted SLA applies.

 General accounts

Most of the internet accounts that we sell are Small or Home Office (SoHo) or personal accounts.  These accounts do not have a guaranteed minimum SLA or Certified Information Rate (CIR).  This means that we do not promise any particular level of performance.  Only L1 flex and higher accounts come with SLAs.
However, we expect (but do not promise) that most healthy internet connections, using Trango or better equipment, and provided by us will hopefully meet or exceed the following specifications:

  • Speed of 3 mbit/s  to our equipment
  • Speed of 2 mbit/s to the internet (unless otherwise restricted by the account plan)
  • Uptime exceeding 99%, scheduled maintenance excluded
  • Latency <= 25ms to your gateway
  • Latency <= 85ms to any internet destination within the network that you are using (for example, UUNet)

L1 Flex and better accounts (T1, NxT1, Fractional T1, etc)

L1 Flex and better accounts generally come with a quoted SLA that supersedes the specifications in this document.  Typically, this means

  • Speeds of at least the CIR listed on the proposal
  • Higher speeds when under the flex cap usage amount
  • 99.99% ("four-nines") uptime, scheduled maintenance excluded

These are general figures and are not indeded to replace the actual agreement specified within your quote.

 Recourse

Alyrica does not offer recompense, recourse, or refunds on non-SLA ("general") connections.  This is because there is no SLA for these accounts, as mentioned above.  On L1 Flex and higher accounts, we usually offer to prorate circuit charges upon documented evidence that the circuit did not meet the SLA within 30 days of such occurrence.  See your specific quote for details.  In any case, Alyrica's complete and entire liability is limited to not more than the cost of one months' service.

 Revisions to This Policy

Alyrica Networks, Inc. reserves the right to revise, amend, or modify this policy, or any of our other policies and agreements at any time and in any manner.