Service Level Agreement

This Service Level Agreement forms part of the Master Service Agreement and sets out what we commit to, how it is measured, and what you receive if we fall short.

1. Scope

This agreement applies to network services delivered on our own network, including IP transit, cloud networking circuits, and related network services. It applies from the date a service is accepted under clause 5 of the Master Service Agreement.

It does not apply to services delivered by a third party and resold to you where the third party's own service levels apply. Where that is the case, the applicable service levels are stated in your service order.

2. Availability commitment

We commit to 99.99% availability per calendar month for the network services in scope. Availability is calculated as:

availability = (total minutes in month − unavailable minutes)
               ÷ total minutes in month × 100

A service is unavailable when it cannot pass traffic to or from our network edge, measured from the point at which we detect the condition or you report it, whichever is earlier, until service is restored. A commitment of 99.99% permits approximately four minutes and twenty-three seconds of unavailability in a thirty-day month.

Where you take diverse services in the same market, availability is assessed against the pair rather than each individual circuit, since the purpose of the second path is to carry traffic when the first fails.

3. Latency commitment

We commit to the median round-trip times published on our network page, plus a tolerance of twenty percent, measured monthly between the relevant core routers.

Latency for a specific pair of sites can be committed as a firm figure in a service order where your application requires it. Absent that, the published figures with tolerance apply.

4. Packet loss commitment

We commit to packet loss of no more than 0.1 percent per calendar month across our core network, measured as the monthly average between core routers.

5. Measurement

• Measurements are taken from our own monitoring infrastructure at intervals of no more than sixty seconds.
• Availability is measured at our network edge, not within your own infrastructure.
• Latency and loss are measured between our core routers, and exclude any segment operated by you or by a third party beyond our edge.
• Our measurement records are the reference for any claim. We will provide the relevant extract on request when you raise a claim.

6. Exclusions

The following are excluded from availability, latency, and loss calculations:

• Planned maintenance notified in accordance with clause 10.
• Emergency maintenance necessary to preserve network integrity or security.
• Suspension permitted under the Master Service Agreement, including for non-payment or breach of the Acceptable Use Policy.
• Failure of your own equipment, configuration, software, or internet access.
• Failure of a segment operated by a third party beyond our network edge, including your other carriers.
• Loss of connectivity caused by a denial of service attack directed at you, where mitigation required us to filter or blackhole traffic.
• Force majeure events as defined in the Master Service Agreement.
• Periods during which you prevented us from performing remedial work, including refusal of a maintenance window.
• Services in a trial, evaluation, or early access phase.

7. Service credits

Where we miss the availability commitment in a calendar month, you may claim a credit against the monthly recurring charge for the affected service:

Where we miss the latency or packet loss commitment for a calendar month, the credit is five percent of the monthly recurring charge for the affected service.

Credits are cumulative across commitments but are capped at one hundred percent of the monthly recurring charge for the affected service in the month concerned. Credits are applied against future invoices and are not paid in cash. Credits are your sole and exclusive remedy for failure to meet a target, as stated in clause 11 of the Master Service Agreement.

8. Claiming a credit

• Submit a claim to [email protected] within thirty days of the end of the month in which the failure occurred.
• Include the affected service, the dates and times of unavailability in UTC, and any ticket references.
• We will acknowledge within two business days and determine the claim within ten business days.
• Approved credits appear on the next invoice issued after determination.
• Your account must not have amounts overdue at the time of the claim.

9. Incident response

Our network operations function is staffed continuously for service-affecting incidents. Response targets are measured from the time we receive your report or detect the condition:

A written post-incident report is issued within five business days for any P1 incident affecting your service.

10. Planned maintenance

• Standard planned maintenance is notified at least five business days in advance.
• Maintenance expected to be service-affecting is notified at least ten business days in advance.
• Emergency maintenance is notified as soon as it is scheduled, which may be less than an hour.
• Windows are scheduled outside local business hours in the affected region wherever practical.
• All notices are sent to your technical contacts on the account.

11. Chronic failure

If a service fails the availability commitment in three consecutive calendar months, or in four months within any rolling twelve-month period, you may terminate that service order on thirty days' written notice without incurring the early termination charge in clause 10 of the Master Service Agreement. Notice must be given within thirty days of the third or fourth qualifying month.

Contacting us about this document

Questions about this document should go to [email protected]. Written notice under it may be sent to that address or by post to:

Squid Ventures LLC
3960 Howard Hughes Parkway Paradise, #500
Las Vegas, NV 89169
United States