Installation Service Level
Faster.IO will exercise commercially reasonable efforts to install any Faster.IO High Speed IP Service on or before the Customer Commit Date specified for the particular Faster.IO High Speed IP Service. This Installation Service Level shall not apply to Customer Orders that contain incorrect information supplied by Customer or Customer Orders that are altered at Customer’s request after submission and acceptance by Faster.IO. In the event Faster.IO does not meet this Installation Service Level for a particular Faster.IO High Speed IP Service for reasons other than an Excused Outage, Customer will be entitled to a service credit for each day of delay equal to either (i) for Faster.IO High Speed IP Service billed on an Aggregate CDR basis, the charges for one (1) day of the pro rata share of the MRC associated with the Aggregate CDR for the affected Faster.IO High Speed IP Service port(s) (pro-rated based on the number of total ports that contribute to such Aggregate CDR) or (ii) for Faster.IO High Speed IP Service with any other manner of billing, the charges for one (1) day of the allocated port MRC for the affected Faster.IO High Speed IP Service port(s), in each case up to a monthly maximum credit of ten (10) days.
Availability Service Level
The Availability Service Level for Faster.IO High Speed IP Service is 99.9% for Standard Faster.IO High Speed IP Service and 99.999% for Protected Faster.IO High Speed IP Service. Standard Faster.IO High Speed IP Service is considered unavailable if the Primary Port is unable to send or receive traffic; Protected Faster.IO High Speed IP Service is considered unavailable if both the Primary Port and the Backup Port are unable to send or receive traffic.
In the event that Faster.IO High Speed IP Service becomes unavailable for reasons other than an Excused Outage, Customer will be entitled to a service credit on the greater of (i) the port MRC (except for any Faster.IO High Speed IP Service billed on an Aggregate CDR basis) for the affected Faster.IO High Speed IP Service port (if applicable), and (ii) the actual usage charges, if any, (calculated on a Megabit basis at the contracted-for price per Megabit) associated with the affected Faster.IO High Speed IP Service port for the particular month. Service credits, in each case, are based on the cumulative unavailability of the affected Faster.IO High Speed IP Service port in a given calendar month as set forth in the following table:
For Standard Faster.IO High Speed IP Service:
Cumulative Unavailability (in hrs:mins:secs) | Service Level Credit |
| 00:00:01 – 00:10:00 | No Credit |
| 00:10:01– 00:45:00 | 2.5% |
| 00:45:01– 04:00:00 | 5% |
| 04:00:01 – 08:00:00 | 10% |
| 08:00:01 –12:00:00 | 15% |
| 12:00:01 –16:00:00 | 20% |
| 16:00:01 – 24:00:00 | 25% |
| 24:00:01 or greater | 50% |
For Protected Faster.IO High Speed IP Service:
Cumulative Unavailability (in hrs:mins:secs) | Service Level Credit |
| 00:00:01 – 00:05:00 | No Credit |
| 00:05:01– 00:45:00 | 7.5% |
| 00:45:01– 04:00:00 | 18% |
| 04:00:01 – 08:00:00 | 25% |
| 08:00:01 –12:00:00 | 37% |
| 12:00:01 or greater | 50% |
