Service Commitment
CityLink Internet is committed to providing reliable, high-quality internet services with transparent performance guarantees.
1. Definitions
- Service Availability: The percentage of time the service is operational and accessible.
- Network Uptime: Time our core infrastructure is functional.
- Scheduled Maintenance: Planned network upgrades/downtime.
- Force Majeure: Uncontrollable external events (e.g., disasters).
2. Service Availability Guarantee
Guaranteed monthly uptime levels by service tier:
| Service Tier | Availability | Credit / Hour |
|---|---|---|
| Residential Standard | 99.5% | 5% |
| Residential Premium | 99.7% | 7% |
| Business Standard | 99.9% | 10% |
| Business Premium | 99.95% | 15% |
Excludes scheduled maintenance and force majeure.
3. Performance Guarantees
Guaranteed metrics under normal conditions:
- Latency: Domestic ≤ 30ms / International ≤ 100ms
- Packet Loss: ≤ 0.5%
- Throughput: ≥ 95% (peak), ≥ 98% (off-peak)
4. Scheduled Maintenance
- 48 hours notice for non-emergency work
- Scheduled during 12am–5am local time
- Max 4 hours/month
Emergency work may occur without notice.
5. Service Credit Policy
Credits issued if SLA not met:
| Metric | Threshold | Credit |
|---|---|---|
| Uptime | Below guaranteed level | See Section 2 |
| Latency | > 4 hrs violation | 5% of monthly fee |
| Packet Loss | > 4 hrs violation | 5% of monthly fee |
| Throughput | < 80% speed, > 4 hrs | 10% of monthly fee |
How to Request Credit
Email billing@citylinkinternet.com within 30 days of issue with documentation.
6. Support Response Times
| Priority | Description | Initial Response |
|---|---|---|
| P1 | Full outage | 1 hour |
| P2 | Major degradation | 4 hours |
| P3 | Partial issue | 8 business hours |
| P4 | General questions | 24 business hours |
7. Installation Timeframes
- Standard: 5–7 business days
- Expedited: 2–3 business days
Excludes customer-side delays.
8. Limitations
- Customer misconfigurations
- 3rd-party services
- Acts of God
- Abuse/misuse of service
- Scheduled maintenance
9. SLA Modifications
We may update this SLA with 30 days’ notice via email and website.
10. Contact Info
For SLA-related matters:
sla@citylinkinternet.com
(555) 789-0123
CityLink Internet
123 Main Street
Anytown, ST 12345