Speakeasy's Service Level Agreement

SDSL and IDSL
Speakeasy provides an uptime availability target of 99.9% for SDSL or IDSL services each calendar month. If Speakeasy fails to meet the availability target for a particular month, you may request a credit for 3% of your package's monthly recurring charge for each hour of service outage in excess of the availability target. By definition, a circuit is experiencing an outage if no traffic is exchanged on the line, or Speakeasy is unable to ping your router. Outage hours are rounded to the nearest hour and based on the time a vendor Trouble Ticket is created, indicated by the time stamp on the Trouble Ticket.

Speakeasy's target response time for initializing service restoration following phone notification of a SDSL or IDSL service outage is 24 hours. If Speakeasy is unable to meet this target response time, you may request a credit for 10% your package's monthly recurring charge. In no case shall the sum of target response time credits and uptime availability target credits during a calendar month exceed the total of your package's monthly recurring charge.

SDSL and IDSL - Speakeasy guarantees 80% throughput on all SDSL and IDSL services (Residential IDSL Hotwire packages do not come with a service guarantee). If you receive one of these services and it is continuously and chronologically documented through Speakeasy tests and vendor Trouble Tickets as functioning below the guaranteed throughput for 60 consecutive days, you may disconnect your line without penalty. This is also true if a Speakeasy vendor (CLEC) or your telephone company (ILEC) has deemed your line as unable to reach the guaranteed throughput, and you are unable to downgrade to a lower speed within the same technology. Speakeasy does not guarantee throughput from the Internet to a personal computer and vice-versa, as actual throughput is highly dependent on external factors such as Internet congestion and protocol overhead.

T1
Speakeasy will make every effort to install your T1 circuit within 40 calendar days of your date of order. In the event that we fail to meet this target, you are eligible for a credit of 50% of your first monthly recurring charge. To claim this credit, you must request it from your account manager within 30 calendar days of your installation date.

Speakeasy provides an uptime availability target of 99.99% for T1 services each calendar month. If Speakeasy fails to meet the availability target for a particular month, you may request a credit for 3% of your package's monthly recurring charge for each hour of service outage in excess of the availability target. By definition, a circuit is experiencing an outage if no traffic is exchanged on the line, or Speakeasy is unable to ping your router. Outage hours are rounded to the nearest hour and based on the time a vendor Trouble Ticket is created, indicated by the time stamp on the Trouble Ticket.

Speakeasy's target response time for initializing service restoration following phone notification of a T1 service outage is 4 hours. If Speakeasy is unable to meet this target response time, you may request a credit for 10% of your package's monthly recurring charge. In no case shall the sum of target response time credits and uptime availability target credits during a calendar month exceed the total of your package's monthly recurring charge.

Speakeasy guarantees 100% throughput on T1 loops between the customer premise and Central Office (i.e., your router will train to 100% of the purchased speed level). If your circuit is continuously and chronologically documented through Speakeasy tests and vendor Trouble Tickets as functioning below the guaranteed loop speed for 60 consecutive days, you may disconnect service without penalty. Speakeasy does not guarantee throughput from the Internet to a personal computer and vice-versa, as actual throughput is highly dependent on external factors such as Internet congestion and protocol overhead.

Speakeasy guarantees a maximum average latency of 60 milliseconds from your router to a test point on the Speakeasy network. Average latency is the hourly average of the latency tests performed on a T1 circuit. Average latency is not measured when a T1 is experiencing a service outage. Should your average latency exceed the guaranteed maximum in a calendar month you are eligible for a credit equal to one day's worth of service.

Packet return is guaranteed at a minimum hourly average of 99.8% from your router to a test point on the Speakeasy network. Packet return is not measured when a T1 is experiencing a service outage. You are eligible for a credit equal to one day's worth of service for each hour that your packet return rate is below the minimum. A maximum of 3 days' worth of service shall be credited for packet loss in a calendar month.

Test points for both latency and packet loss guarantees are designated by Speakeasy and may be your gateway router or a server within your Speakeasy Point of Presence. Testing must be done in a period where the only traffic on the T1 circuit is the test traffic. In the case of continuous high latency or packet loss exceeding our service guarantees, Speakeasy reserves the right to recommend the disconnection of your service without penalty.