Common Contracts
1 similar Service Level Agreement (Sla) contracts
ISVN Service Level Agreement (SLA)Service Level Agreement (Sla) • May 11th, 2021
The “Service Level” commitments applicable to Cywest ISVN® Edge services are found below. Service Levels do not apply to third party or off-net services, or during periods of force majeure or Service Maintenance (“Excused Outages”). If Cywest Communications does not achieve a Service Level, a credit will be issued to Customer upon Customer’s request. Cywest’s maintenance log and trouble ticketing systems will be used for calculating any Service Level events. To request a credit, Customer must contact Cywest Communications or deliver a written request, by letter or electronic email, with sufficient detail necessary to identify the affected Service within 60 days at the end of the month in which the credit was earned. In no event will total credits issued to Customer per month exceed the non-recurring and Monthly Recurring Charges (MRC) for the affected Service for that month. Customer’s sole remedies for any outages, failures to deliver or defects in Service are contained in the Service
