Service Level Agreement (SLA)
Service Level Standard 1 - Availability
Service Availability Scope. Allero's Service Availability Service Level Standard provides that the Allero Network (as defined in the applicable service agreement) will be available 100% of the time.
Allero Telecom is committed to providing an excellent user experience that supports any lawful product, service, or application that its subscribers choose to access through their Allero Telecom Internet service.
To do so, Allero Telecom engages in reasonable network management practices. Descriptions of these practices are provided below for informational purposes only and may be subject to change at any time.
Use of Allero Telecom’s Internet services is governed by various service terms and conditions that are available here. The information provided below does not change the rights or obligations under those terms and conditions of either Allero Telecom or the subscribers to Allero Telecom’s services.
Service Availability Process. At Customer's request, Allero will calculate Customer's "Network Unavailability" during a calendar month. "Network Unavailability" consists of the number of minutes that the Allero Network or a Allero-ordered access circuit in the contiguous U.S. was not available to Customer, and includes unavailability associated with any maintenance at the Allero data center where Customer's circuit is connected or Customer's server is located other than Scheduled Maintenance (defined below). Outages will be counted as Network Unavailability only if Customer opens a trouble ticket with Allero Customer support within four (4) hours from learning of the outage. Network Unavailability will not include Scheduled Maintenance, or any unavailability resulting from (a) any Customer-ordered telephone company circuits or equipment, (b) Customer's applications or equipment, (c) acts or omissions of Customer or user of the Internet Dedicated Service authorized by Customer or (d) Force Majeure (see below if not defined in the applicable service agreement). If Allero fails to meet this Service Level Standard during any given calendar month in accordance with the above, Customer's account will be credited at Customer's request.
Service Availability Remedy. To receive credit for a failure to meet a Service Level Standard, Customer must request such credit within 30 days from the date that the Internet Dedicated Service was unavailable. For each cumulative hour of Network Unavailability or fraction thereof in any calendar month, at Customer's request, Customer's account shall be credited for the pro-rated charges for one day of the Allero monthly recurring charge plus one day of the carrier company line charges for the Service with respect to which a Service Availability Service Level Standard was not met.
Service Level Standard 2 Latency
Latency Scope. Allero's U.S. Latency Service Level Standard provides for average round-trip transmissions of 45 milliseconds or less between Allero-designated inter-regional transit backbone routers ("Hub Routers") in the contiguous U.S. Allero's Transatlantic Latency Service Level Standard provides for average round-trip transmissions of 90 milliseconds or less between a Allero Hub Router in the New York metropolitan area and a Allero Hub Router in the London metropolitan area. Latency is calculated by averaging sample measurements taken during a calendar month between Hub Routers.
Latency Remedy. If Allero fails to meet the Latency Service Level Standard in a calendar month, Customer's account shall be automatically credited for that month. The credit will equal the pro-rated charges for one day of the Allero monthly recurring charge for the Internet Dedicated Service with respect to which the Service Level Standard has not been met. Credits will not be issued if failure to meet either the U. S. Latency Service Level Standard or the Transatlantic Latency Service Level Standard is attributable to reasons of Force Majeure (see below if not defined in the applicable service agreement).
Service Level Standard 3 - Reporting Service Level Standard
Allero provides reporting Service Level Standard and a Scheduled Maintenance Notification Service Level Standard. Allero's standard procedure is to ping Customer's router every five minutes. If the router does not respond after two consecutive five-minute ping cycles, Allero will deem the Internet Dedicated Service unavailable and the Customer's point of contact will be notified by e-mail, phone or pager, as elected by Allero.
Scheduled Maintenance. Scheduled Maintenance means any maintenance at the Allero hub to which Customer's circuit is connected (a) of which Customer is notified seven calendar days in advance, and (b) that is performed at the Allero hub to which Customer's circuit is connected. Notice of Scheduled Maintenance will be provided to Customer's designated point of contact by email or pager, as elected by Allero. Upon receiving such notice, Customer may request to have such maintenance postponed to a later date if agreed to by Allero.
Force Majeure. Any delay in or failure of performance by Allero will not be considered a breach of this Service Level Standard if and to the extent caused by events beyond its reasonable control, including, but not limited to, acts of God, weather, embargoes, governmental restrictions, strikes, lockouts, work stoppages or other labor difficulties, riots, insurrection, wars, or other military action, acts of terrorism, civil disorders, rebellion, fires, floods, vandalism, backhaul outages, or sabotage (Force Majeure). Allero's obligations hereunder will be suspended to the extent caused by Force Majeure so long as the Force Majeure continues.
Service Level Standard 4 Time to Repair ("TTR") Service Level Standard
TTR Service Level Standard Scope. Calculation of Customers TTR Service Level will be based on the time taken to restore service to a circuit following an event that results in the outage of a circuit. The TTR Service Level Standard for Internet Dedicated Services is 4 hours. The TTR time starts when a trouble ticket is opened by Allero or the Customer after the outage of a circuit other than for outages associated with the exceptions stated below, and concludes with the restoration of the affected circuit. TTR Service Level Standard applies to the Local Access line and the WAN infrastructure port.
TTR Service Level Standard Process. Outages will be counted only if Customer opens a trouble ticket with Allero Customer support within (3) days of the outage. Calculation of the TTR Service Level Standard does not count as a covered outage any outage resulting from (a) scheduled Maintenance; (b) any Customer-ordered telephone company circuits or equipment; (c) Customer's applications or equipment; (d) acts or omissions of Customer, non-Allero affiliated third parties or user of the circuit authorized by Customer; or (e) Force Majeure (as defined below if not defined in the applicable service agreement). If Allero does not meet the TTR Service Level Standard during any calendar month Customer's account will be credited at Customer's request.
TTR Service Level Standard Remedy. To receive a credit, Customer must submit its request within 30 days after the month in which the TTR Service Level Standard was not met. Such credit will equal the pro-rated charges for one day of the Allero Monthly Fee for the affected Service with respect to the calendar month the TTR Service Level Standard has not been met. The TTR Service Level Standard Remedy is not available to Customer if Customer has requested a credit under the Service Availability Standard.
- Download speed refers to the speed of the connection when downloading information to your computer.
- Upload speed refers to the speed of the connection when uploading data from your computer.
- Latency is an expression of how much time it takes for a packet of data to get from one designated point to another. In the Measuring Broadband America study, latency was measured by sending a packet that is returned to the sender and the round-trip time is considered the latency.
- The actual performance of an individual customer's broadband service may vary based on technology, network traffic, and a number of other factors. The information above was derived from various tests and is provided for informational purposes only. It is intended to provide you with an indication of the speeds obtained during such network testing. These results may not be fully representative of each individual customer's experience, and did not include variables such as customer inside wiring and Wi-Fi networks, customer computer configurations, additional customer-generated traffic on the customer’s broadband connection, the performance to specific internet destinations that particular customers may be interested in, the performance of other internet-based content, applications and services, and other such factors.
What factors can cause my service to vary?
Allero offers a wide variety of other IP-based services, which share the Allero network infrastructure with our broadband internet access services. With respect to these IP-based services, Allero also engages in industry standard practices pertaining to capacity planning, network routing actions and failover activities. Despite these practices, there is a possibility that use of these services by you or other Allero customers may affect the performance of your other services.
An individual user’s experience will vary depending upon many factors, including the network the customer is using and the device in use. On certain plans, we may prioritize your data behind other traffic. If the distribution module you are connected to begins experiencing high demand during the duration of your session, your data speeds may be slower than the other traffic’s. Once the demand on the site lessens, or if you connect to a different site not experiencing high demand, your speed will return to normal. Any such network management practices will be disclosed in the descriptions of impacted plans.
You must be using an approved, network compatible device and be within the Allero coverage area to access the Allero network. Whether you experience these speeds depends on many factors, including among others, the type of device, the programs running on the device, your location, and how many other customers are attempting to use the same spectrum resources (including both mobile broadband internet access and other non-broadband internet access services that share the network, such as Private Network Traffic Management, VPN, and streaming services).
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