Service Level Agreement

Atria Networks is dedicated to providing the fastest, high-dependability solutions to meet our customers’ Internet access, point-to-point connectivity and IT continuity needs. Atria’s dedication to our customers is shown through our unprecedented and industry-leading Service Level Agreement (SLA). Atria’s SLA documents our commitment to provide our customers with the fastest, most available network services in the industry.

Performance Guarantee Credit

In the event that a customer experiences an interruption to their service exceeding forty-five (45) minutes Atria Networks will give an SLA Credit equal to one thirtieth (1/30th) of the Monthly Recurring Charge (MRC) for their Services affected on the next scheduled invoice. For each additional hour of continuous Interruption an additional 1/30th of the MRC will be credited.

Note: Customer must request credit in writing within ten days of the end of the month in which the Interruption occurred.

Network Service Level Objectives

Network Latency – a maximum one-way INTRA-REGION trip transmission delay of TEN milliseconds.

Packet Loss – 0.1% or less within Atria’s network.

Throughput – the customer’s bandwidth profile as identified in the customer’s contract within Atria’s network.

Mean Time to Restore Services – Atria’s goal is to have someone on-site within 2 hours in response to emergencies and provide a mean time to repair (MTTR) of four hours.

*These objectives should not be construed or interpreted as a representation or warranty by Atria.