Netifice 30 business days 99.999 85 mil 0.3% None No scheduled maintanence See notes Netifice's SLA was last updated Monday January 25, 2010 Netifice guarantees that Internet connectivity for a Dedicated Access Customer shall be installed within thirty (30) business days after an order has been accepted and entered into Netifice's provisioning system by its Account Coordination team. Subject to the following conditions, if Netifice fails to meet this commitment, Dedicated Access Customer shall receive a credit ("Installation Service Credit") equal to the amount of the installation or activation fee paid by Dedicated Access Customer to Netifice for Internet access. Netifice guarantees 99.999% network uptime. Any Dedicated Access Customer who experiences Network Unavailability in excess of one (1) hour during a calendar month may receive Service Credit as follows:

* Network Unavailability greater than one (1)
hour, but less than four (4) hours, in a
calendar month: one (1)-day Service Credit.
* Network Unavailability equal to or greater
than four (4) hours, but less than eight (8)
hours, in a calendar month: one (1)-week
Service Credit.
* Network Unavailability equal to or greater
than eight (8) hours in a calendar month: one
(1)-month Service Credit. Netifice guarantees an average monthly transmission rate of 85 milliseconds or less on the Netifice Network. Netifice measures Internet latency, the average round trip transmission on the Netifice Network, at approximately thirty (30) minute intervals and calculates the average at the end of each calendar month. Any Dedicated Access Customer who experiences average Internet latency in excess of 85 milliseconds as so calculated for any calendar month may receive Service Credit as follows:

Average Internet latency in excess of 85 milliseconds for any calendar month: one (1)-week Service Credit
Average Internet latency in excess of 85 milliseconds in each of two (2) consecutive calendar months: one (1)-month Service Credit Netifice guarantees that packet loss shall be not more than 0.3% on the Netifice Network during any calendar month. Netifice measures packet loss on the Netifice Network at approximately thirty (30) minute intervals and calculates the average at the end of each calendar month. Any Dedicated Access Customer who experiences a packet loss on the Netifice Network in excess of 0.3% as so calculated for any calendar month may receive a one (1)-day Service Credit None None