T1 / T3 Service Level Agreement
Business Customer VIP Platinum Support Service Level Agreement
Service Level Agreement (Part 1)
InReach's Availability Guarantee declares that the InReach Internet Network (as defined in the applicable service agreement) will be available 99.99% of the time. If InReach fails to meet this Guarantee during any given calendar month, Customer's account will be credited if the customer requests such credit. At Customer's request, InReach will calculate the "Network Unavailability" in a calendar month. "Network Unavailability" consists of the number of minutes that the InReach Network was not available to Customer. This will not include unavailability continuing for one hour or less which Customer fails to report to InReach within five days, or any unavailability resulting from: (a) InReach Network maintenance; (b) InReach telephone company circuits outside the contiguous U.S.; (c) any Customer-ordered telephone company circuits; (d) Customer's applications, equipment, or facilities; (e) acts or omissions of Customer, or any use or user of the service authorized by Customer; or, (f) reasons of Force Majeure (as defined in the applicable service agreement).
If InReach fails to meet this Availability Guarantee, the account shall be credited the pro-rated charges for each cumulative hour of Network Unavailability, or fraction thereof in any calendar month.
Service Level Agreement (Part 2)
InReach provides two types of reporting guarantees, a Network Outage Notification Guarantee and a Scheduled Maintenance Notification Guarantee.
InReach's Network Outage Guarantee provides notification to your designated point of contact within 1 hour of a service affecting outage or a credit equal to the amount of time the service was unavailable due to a network outage. InReach's standard procedure is to monitor all customer circuits 24 hours a day, 7 days a week via SNMP traps, ping tests, and non-intrusive network monitoring agents. If a network component does not respond after ten consecutive one-minute ping cycles or is found to be in a trouble condition by other means, InReach will deem the service unavailable and will begin trouble-shooting and maintenance efforts. If you desire, your point of contact can be notified by e-mail, or pager, as elected by you and notified to us. This notification is an automated process which will be initiated only at your written request to us.
Our Scheduled Maintenance is sometimes necessary. Your Scheduled Maintenance Notification Guarantee shall include any maintenance on the InReach network to which Customer's circuit is connected (a) of which Customer is notified 24 hours in advance, and (b) that is performed during a standard maintenance window. The standard maintenance window is from 12 AM to 6 AM local time of the nationwide hub to which the circuit is connected. Notice of Scheduled Maintenance will be provided to Customers' designated point of contact by email, pager or telephone.
This Customer Reporting Guarantee is only available for service provided entirely in the contiguous U.S. Customer is solely responsible for providing InReach accurate and current contact information for their designated points of contact. InReach will be relieved of its obligations under this Customer Reporting Guarantee if the contact information provided by Customer is inaccurate or omitted, or if InReach's failure is due to reasons of Force Majeure (as defined in the applicable service agreement).
If InReach fails to meet this Customer Reporting Guarantee, at Customer's request, the account shall be credited the pro-rated charges of the InReach Monthly Fee for the amount of time any service is unavailable. Total credit shall be limited to no more than the actual charge customer would have paid for the period of any outage.
