Fiber Optic Maintenance Service Level Agreement

Maintenance required by third parties due to damage to Telcom`s fiber optic system is not considered scheduled maintenance or unscheduled maintenance, nor is it for an account credit. Telcom does not guarantee that subscriber bandwidth between two points is 100% available on the Internet. External networks can cause technical problems or restrictions that may affect the performance of your service. While Telcom ensures that not all ports of entry and departure reach their provided capacity, Telcom cannot guarantee or verify the integrity of neighbouring networks. If an on-site service call is required and a Telcom technician provides full bandwidth availability, not a service deterioration, a $250 shipping fee may be charged. From time to time, it may be necessary to perform scheduled maintenance work on the Telcom network, resulting in a disruption to your service. Telcom can perform this maintenance every day between 12:00 p.m. and 6:00 a.m. local time, provided Telcom has provided you with at least 24 hours of written communication of this maintenance. There are many factors outside Telcom`s control that can result in service disruptions, including, but not limited to scenarios documented elsewhere in this agreement.

The provision of the availability of the service is made at Telcom`s sole discretion. With an acquired bandwidth of 1 Gbps or more, the use of special test devices may be required to reach the desired throughput. Telcom does not accept any assurance or guarantees about the performance of your computers, devices or other network hardware, or their ability to maintain data transfers at any level of acquired bandwidth. Reducing the surcharge and any account credits associated with such a risk reduction do not apply to denial-of-service (DoS) or distributed denial of service (DDoS) attacks against The Telcom network or Telcom customers. Assuming that a service`s performance is compromised or is unable to use its subscriber bandwidth, Telcom may find that additional testing is required to verify the availability of subscribed bandwidth and to re-certify the integrity of the service. Telcom issues all applicable account credits within 15 days of the SLA event.