The Company warrants that its supply of access to the Internet shall be available
at a level not less than 99.999% per month - the “Premium Service Level
Guarantee”.
This warranty excludes:
• failures of network/equipment/circuits not operated by the Company
• failures of circuits external to the Company’s premises
Notification of Outage and Service Interruption Events
An outage or service interruption event is defined when the Customer notifies
the Company, which will be carried out by use of email.
Acts of God
In the event of suspension of Service due to a technical fault in the network
or act of God, the Company will use all possible endeavours to resume service
with minimum delay but will not be responsible for loss suffered by the Customer.
Scheduled Downtime
The Company may suspend the Service from time to time for necessary technical
reasons and network upgrades without invalidating its Service Level Guarantee
set out above. @Port-ONE will notify customers of downtime no less than 2 weeks
prior to outages.
Availability
If the event reported as per the escalation procedure is confirmed by the Company,
then the Customer will receive service credit as calculated by the following
formula:
The availability of the service shall be calculated at the end of each month
in accordance with the following formula:
A = 100 - ((100 / X) * (Y - P))
Where:
A = the availability of the service
Y = Total minutes of downtime
X = Total minutes in the month
P = Total minutes of planned downtime
Downtime is calculated from the time of notification of a fault by the Customer,
and ends when the service is restored to full working order. These times will
be logged and notified via e-mail.
Compensation
In the event that availability falls below the guaranteed level of 99.95% in
any particular month, then the Company shall credit the Customer using the following
guide:
% Availability % Reimbursement Maximum outage period (hours)
99.70 - 99.99 5 < 2.23
99.00 - 99.69 10 7.44
95.00 - 98.99 25 37.2
90.00 - 94.99 40 74.4
85.00 - 89.99 50 111.6
80.00 - 84.99 60 148.8
00.00 - 79.99 100 > 150
% Reimbursement is of the monthly bandwidth charge.