ACD.net, Inc. ("ACD.net") is committed to providing a reliable, high-quality network to
support DS1, & DS3 Services (individually the "Service" or collectively the "Services").
The key components of the
If an Eligible Enterprise Customer (as defined below, also referred to as a "Customer")
experiences a failure of any of these guaranteed service parameters, Advanced Communications
& Data will provide Customer with a credit as described under Service Availability Credits.
"Service Availability" is defined as the ability of a Customer to exchange IP packets with
the Advanced Communications & Data Network via ACD. Router port. Service Availability is
measured by sending ICMP "ping" bursts to the Customer router at regular intervals. The response
of the Customer router to the ping burst confirms that the connection is still in place and
the service is still available.
Service Availability Guarantee:
Advanced Communications & Data guarantees 99.99% Service Availability to its Eligible Enterprise
Advanced Communications & Data guarantees round trip latency of 80ms on its core network.
A credit is available against this Service Level Agreement in the event that a customer
site experiences unavailability of service as a result of failure of any component of the
Advanced Communications & Data Network. Service interruptions caused by ACD.net-planned network
maintenance activities, maintenance at the Customer premises, failure of Customer premises
hardware, and failures of Customer-managed local access circuits are ineligible for availability
Service Availability Credits:
Service Availability credits for the affected customer site/Service are determined in accordance
with the following guidelines:
- Any outage between 10 and 60 minutes = 1 day credit of monthly service charges, not including
- Any outage continuing for greater than 60 minutes = 3 days credit of monthly service
charges, not including Telco Fees.
- Customer must open a trouble ticket with Advanced Communications & Data for the outage.
- A maximum of 15 days of credit may be provided during any single month.
One day's credit is based on 1/30th of the monthly service charge; not including Advanced Communications & Data provided
Service Credit Process:
Service Availability claims must be submitted to Advanced Communications & Data within one
month of event occurrence. Required information must include:
- Organization name and Advanced Communications & Data site name.
- Administrative Contact's name and contact information.
- Date and beginning/end time of outage or failed metric.
Approved Service Level Agreement credits will be applied to the Customer's billing during the billing cycle following the
claim approval. Customer's account must be in good standing in order to receive any credit.