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Network Innovations' customers purchase Managed Router Services (MRS) from us for a variety of reasons including operational quality, our commitment to service, and to forgo in-house expenses by deploying our cost competitive offering.
Network Innovations provides another set of eyes on our Customers' networks, ensuring availability, quality and usability. This added care and attention is backed by our commitments for Service Assurance and Availability. Network Innovations' MRS customers receive this assurance from our industry leading Service Level Agreements (SLAs) that demonstrate our commitment to quality based on goals in three key areas:
- Pro-active Outage Notification
Network Innovations' goal is to notify our Customer that MRS Customer Premises Equipment (CPE) is Unavailable within thirty (30) minutes of the time that we make such determination. Notification will be made to the Customer's designated representative via email or a telephone call (subject to certain definitions and limitations set forth in the applicable MRS SLA). Appropriate adjustments are established if we fail to notify our Customer that MRS CPE is unavailable within thirty (30) minutes of our determination. For example, we may issue a customer credit equal to one day's Base MRS CPE Fee for the affected equipment.
- Time to Repair
Network Innovations' goal is to restore service to an Unavailable MRS CPE (other than a Defective MRS CPE - see below) within four (4) hours after determining the exact cause of such Unavailability (subject to certain definitions and limitations set forth in the applicable MRS SLA). Appropriate adjustments are established if we fail to restore service to an Unavailable MRS CPE (other than a Defective MRS CPE) within four (4) hours after we determine the exact cause of such Unavailability. For example, we may issue a customer credit equal to one day's Base MRS CPE Fee for the affected equipment.
- Hardware Replacement
Network Innovations' goal is to ship Replacement MRS CPE to Customer for the customer's installation within one (1) business day of our determination that Customer's MRS CPE is Defective. Within four (4) hours of receiving notice from Customer that the Replacement MRS CPE has been installed at Customer's premises, our goal is to complete the remote configuration of and to test such Replacement MRS CPE(subject to certain definitions and limitations set forth in the applicable MRS SLA). Appropriate adjustments are established if we fail to ship Replacement MRS CPE to Customer within one (1) business day of our determination that Customer's MRS CPE is a Defective. For example, we may issue a Customer credit equal to one day's Base MRS CPE Fee for the affected equipment.
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