This Service Level Agreement (SLA) is posted on our web site for the convenience of particular MidAtlanticBroadband customers; specifically, those customers who subscribe to leased line (T1/Frame Relay) and Symmetric Digital Subscriber Line (SDSL) services. This agreement is not applicable to customers with other Internet access services, such as dial-up, Asymmetric Digital Subscriber Line (ADSL), wireless broadband services, etc. If you are unsure whether this SLA applies to your Internet connectivity, please contact Customer Service for clarification.
Service Level Agreement & Network Reliability Standards
MidAtlanticBroadband uses digital subscriber line (DSL) technology to provide broadband solutions for businesses, including high-speed Internet access services. The company offers a wide variety of connection speeds as well as Business Solutions packages, which include services and features that businesses, like yours, need today. The company is committed to high quality performance and customer care. As part of every SDSL (symmetrical digital subscriber line) Internet connection service, and at no additional charge to you, we offer the following Service Level Commitments:
Quality of Service Guarantee
If, during the first 30 days after installation, you notify the company that you are not satisfied with MidAtlanticBroadband high speed Internet access, you may request that your service be discontinued, and we will relieve you from the remaining term of your service commitment and waive any "early cancellation fee" otherwise applicable under our standard terms of service. No penalties, no arguments.
Latency Commitment
MidAtlanticBroadband commits to provide an average monthly roundtrip delay of 100 milliseconds or less within the company’s network in North America. Any Customer who experiences average latency in excess of 100 milliseconds for any calendar month may request a two-day Service Credit. Any Customer who experiences average latency in excess of 100 milliseconds in each of two consecutive months may request a seven-day Service Credit.
Network Availability Commitment
MidAtlanticBroadband commits to provide 99.9% availability each month for your connection within the company’s network. Any Customer who experiences availability of the network connection of below 99.9% in any calendar month may request a Service Credit as follows: one-day Service Credit for the first day of unavailability in a calendar month plus one-day Service Credit for each additional day of unavailability in such month.
Customer Premise Equipment Commitment
The company will guarantee all equipment leased or rented from MidAtlanticBroadband during the term of service. MidAtlanticBroadband will repair and/or replace all leased Customer premise equipment that is determined by MidAtlanticBroadband to be defective (and not the subject of Customer misuse or tampering) within the applicable warranty period.
Read the complete detail of the Service Level Agreement in the MidAtlanticBroadband Acceptable Use Policy.
