About Us: SLA

Section I.   Service Levels
Accel warrants the following levels of service on its network:
Availability          99.9%
Mean Time to Restore:
          Network    4 hours
          Hardware  24 hours
 
Section II. Definitions
Availability:  This is amount of time that the network will be available as measured in minutes per month.  The calculation is:  Total minutes of actual availability divided by the total number of minutes in a month (“Covered Time”).
 
In the event the network availability is less than the SLA, a credit will be issued of 1% of the MRC of the affected location for each percentage point below the SLA that the network was not available.

Service Interruptions Excluded From Covered Time

•    Loss of power at the remote location,
•    Remote location is unable to conduct business due to an event beyond the control of Accel that may effect the Accel service (i.e., act of God, fire, civil unrest, terrorist attack)
•    Any service interruption caused by any non-Accel provided equipment or service
•    The Accel-provided hardware and software is not used in a manner inconsistent with the intention as described in the Accel Service Agreement
•    The SLA will be considered invalid in the event that the Accel-provided hardware is not kept in a temperature controlled environment.

Mean Time to Restore:  This is the average time it takes to restore service.  The outage time is measured by the total elapsed time from the issuance to the resolution of a trouble ticket as recorded in the Accel trouble ticket database, divided by the total number of trouble tickets issued for a Customer during a calendar month.

In the event Accel does not perform within the SLA, a credit of 10% of the MRC will be issued for the month in which the outage occurred.