Service Level Agreement

Montana Opticom LLC. (Opticom) Service Level Agreement (SLA)

Network Availability: The Montana Opticom network will be available to the customer free of Network Outages 99% of the time in each calendar month, excluding scheduled maintenance. By definition, a circuit is experiencing an outage if no traffic is exchanged on the line, or Montana Opticom is unable to ping your point of entry device (if configured to respond to IGMP ping requests). Outage hours are rounded to the nearest hour and start once downtime is reported to Montana Opticom and recorded in the Montana Opticom trouble ticket system and ends when the circuit is again able to transmit and receive data. If Montana Opticom fails to meet the availability goal, customer may request a credit for 5% of your package’s monthly recurring charge for each hour of service outage in excess of the availability target. Service credits shall not exceed 50% of your package’s monthly recurring charge per service affected.

Latency: Montana Opticom guarantees a maximum average latency of 65 milliseconds from your customer premise equipment to a test point on the Montana Opticom network measured every 5 minutes. Average latency is not measured when the circuit is experiencing an outage. Should average latency exceed the guaranteed maximum in a calendar month, Montana Opticom will issue a credit equal to one day’s worth of service upon request.

Packet Loss: Montana Opticom guarantees a minimum hourly average packet return of 99% from your customer premise equipment to a test point on the Montana Opticom network. Packet Loss is not measured when the circuit is experiencing an outage. Should packet return fall below the minimum, in a calendar month, Montana Opticom will issue a credit equal to one day’s service for each hour that your packet return is below the minimum. A maximum of 3 days’ worth of service shall be credited for packet loss in a given calendar month.

Scheduled Maintenance: Scheduled normal maintenance refers to upgrades of hardware or software, upgrades to increase capacity, and scheduled service changes. Scheduled maintenance may temporarily degrade the quality of Service, including possible outages. Such outages and effects shall not give rise to service credits under these SLAs. Scheduled Maintenance shall be undertaken only on Monday and Wednesday mornings between the hours of 12:01 AM and 6:00 AM local time. Customer may elect to join the Scheduled Maintenance mailing list to be notified of upcoming Scheduled Maintenance periods by contacting Montana Opticom. Montana Opticom will provide at least 2 days’ notice of such scheduled maintenance.

Response and Repair: Montana Opticom will respond to service outages within a mean time of one (1) hour after a trouble ticket has been opened with Montana Opticom by Customer’s designated Point of Contact. Montana Opticom will resolve problems within the direct control of Montana Opticom within a mean time of four (4) hours from when the trouble ticket is opened.

Dispatch Fees: If a technician is dispatched and the problem is determined to be due to Customer-provided or maintained equipment, wiring, system, or software, a Technician Dispatch Fee will be charged to Customer. At Customer’s request, the Technician may assist in troubleshooting or repair of Customer-provided or maintained equipment, wiring, systems, or software. In such case, Customer will be billed for Technician time on an hourly basis.

Measurements: Measurements for latency and packet loss must be done in a period where only the test traffic is present on the circuit.

Service Credit Exceptions: Service credits will not be available to Customer when Outages are caused by any of the following:

  • Errors, Acts, or Omissions of Customer, its employees, contractors, agents or end users 
  • Failure or malfunction of any equipment, wiring, systems, or software not owned or controlled by Montana Opticom 
  • Circumstances beyond the control of Montana Opticom, including instances of Force Majeure, acts of any government body, fire, flood, or other natural disaster. 
  • Scheduled Service or Maintenance 
  • Customer Requested Service Changes or Maintenance 

Service credits will only be issued if Customer allows Montana Opticom full and free access to necessary premises and equipment. Services credits will not be issued if Customer’s account is past due. Requests for service credits must be received in writing by Montana Opticom within 5 business days of the last day of the month in which the qualifying event occurred. In no event shall Service Credits exceed 100% of your package’s monthly recurring charge.

Definitions:

  • “Network Outage” means an instance in which no traffic is exchanged on the line, or Montana Opticom is unable to ping your router for a period of more than 10 consecutive minutes. 
  • “Latency” is the average time required for round-trip packet transfers between your Customer Premise Equipment and a Montana Opticom designated Point of Presence (POP), as measured by Montana Opticom. 
  • “Packet Loss” means the average percentage of IP packets transmitted between your Customer Premise Equipment and a Montana Opticom designated Point of Presence (POP) that are not successfully delivered.