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Service Level Agreement

Last Updated January 2024

1. Service Level Attachment

  1. The following Service Level Terms and Conditions are incorporated into the signed Service Agreement between you (“You” or “Customer”) and Arrow Networks. (“Arrow”) that refers to this Service Level Attachment. This Service Level Attachment constitutes the service level commitment of Arrow to you as a broadband customer and/or VoIP customer.
  2. Please review this Service Level Attachment. By signing the one page contract referencing these terms, you agree to be bound by the Service Level Terms and Conditions set forth in this document.
  3. If Arrow makes a change to this Service Level Attachment that has a material impact on the Service, you will be provided notice of that change. Your continued use of the Service following such notice constitutes your acceptance of those changes.

2. Definitions

The following terms and definitions shall be used in this Service Level Attachment (“SLA”):

  1. Access Facility (“AF”) - The physical connection between a Customer node and the Arrow Network
  2. Measurement Period - The measurement period begins on the first day of each month and ends on the last day of such month. For service initiation, the measurement period begins on the first day of the next full month after service is initiated. For service termination, the final measurement period is considered the last full month prior to service termination.
  3. Service Connection - A generic term for your contracted broadband service.
  4. VoIP – A generic term for your Voice over IP Service
  5. VoIP Outage - A “VoIP Outage” is defined as when Customer cannot make or receive any calls because of application or network issues related to network elements directly under Arrow's control.

3. Service Connection Features

Arrow Service Connections consist of three components, a physical link, an IP connection between the customer and the internet, and the appropriate CPE. The physical link will generally be an Ethernet, coaxial, wireless, or a DS-1 connection (access) from the Customer’s business location to the Internet.

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4. Network Availability

4.1. Service Level Commitment. For the Service Connections provided to Customer under the Agreement with Arrow, Arrow is committed to maintain an end to end Network Availability (as defined below) of 99.99% for any connectivity services, including Ethernet, Fiber, Coaxial Broadband, T1/DS1, or Wireless services. This is across the entire Arrow network and not specific to any single customer line.

‍4.2. Measurement and Calculation. “Network Availability” is the ratio the time the core network is capable of accepting and delivering information to the total time in the Measurement Period. Network Availability is expressed as a percentage.

The network-wide measurement for Network Availability is:

4.4. Components Excluded. The following shall be excluded from any network outage time when calculating the Network Availability:

  • Network downtime during scheduled maintenance windows of Arrow or its vendors
  • The failure of any components due to negligence or intentional misconduct of the Customer
  • All Customer Premise Equipment (“CPE”), whether or not provided by Arrow
  • Network downtime during which Arrow cannot access required facilities due to inaccessibility beyond Arrow's reasonable control
  • Network Downtime due to Acts of God or nature
  • Failures due to the local loop
  • Network Downtime due to scheduled maintenance, caused by the act or failure to act of Customer or any party other than Arrow or caused by any action or event beyond Arrow's reasonable control
  • Network Downtime due to failure of any network or system provided by customer or any third party
  • All ADSL and IDSL services

4.5. Network Availability Remedies. Upon notification by the Customer and verification by Arrow that the actual Network Availability is below the committed Network Availability for the Measurement Period, Arrow shall apply a credit equal to fifteen percent (15%) of the monthly service charge under the Agreement for each line validated outages in the applicable Measurement Period. Such credit shall be Customer’s sole and exclusive remedy for Arrow's failure to meet the committed Network Availability. Customer must request credit within sixty (60) days of the validated outage. Arrow reserves the right to determine if an outage is considered a validated outage. Customer payables must be current prior to receiving any credits. Requests for credits may take up to thirty (30) days to research and review; customer is responsible for paying current invoices and will receive a credit after the thirty (30) day review period.

5. Throughput

5.1. Service Level Commitment. Latency to the Internet Gateway from the Customer CPE will not exceed 60ms.

‍5.2. Measurement and Calculation. Throughput is the ability of the network to transmit traffic without loss or error at the contracted connection speed, measured over the Measurement Period. Latency to the gateway will not exceed 60ms.

5.3. Excluded Items. The following shall be excluded from any determination of Throughput:

  • The failure of the CPE or any components on the Customer side of the CPE, whether or not such CPE was provided by Arrow
  • Service degradation during Arrow's scheduled maintenance windows
  • The failure of any components due to negligence or intentional misconduct of the Customer
  • The failure of the CPE or any components on the Customer side of the CPE, whether or not such CPE was provided by Arrow
  • Service degradation during which Arrow cannot access required facilities due to inaccessibility beyond Arrow's reasonable control
  • Service degradation due to Acts of God or nature
  • Any lines added, removed, or re-configured during the month
  • Service degradation due to the local loop
  • Network Downtime or Service Degradation due to failure of any network or system provided by customer or any third party.
  • Network Downtime caused by the act or failure to act of Customer or any party other than Arrow or caused by any action or event beyond Arrow's reasonable control
  • All ADSL and IDSL services

5.4. Throughput Remedies. Upon notification by the Customer and verification by Arrow that the actual Throughput is below the Committed Throughput for the Measurement Period, Arrow shall apply a credit equal to fifteen percent (15%) of the monthly service connection charge for each line that fails to meet the Committed Throughput in the applicable Measurement Period. Such credit shall be Customer’s sole and exclusive remedy for Arrow's failure to meet the committed Throughput. Customer must request credit within sixty (60) days of the validated outage. Arrow reserves the right to determine if an outage is considered a validated outage. Customer payables must be current prior to receiving any credits. Requests for credits may take up to thirty (30) days to research and review; customer is responsible for paying current invoices and will receive a credit after the thirty (30) day-review period.

6. Mean Time to Respond

6.1. Service Level Commitment. Arrow is committed to maintain a maximum response time of (one) 1 hour. Arrow will accept trouble calls from Customer 24-hours a day, 7 days a week. Within one (1) hour of opening a trouble ticket, an Arrow representative will attempt to contact the Customer through the trouble ticket system and inform the Customer of the Estimated Time to Repair (“ETTR”). If a significant change in the ETTR occurs, Arrow will attempt to provide an update to the ETTR to the Customer.

6.2. Measurement and Calculation. Elapsed time is measured from the time a particular trouble ticket is opened by Arrow to the time Arrow attempts to contact the Customer with a status update of the trouble reported. The “Mean Time to Respond” calculation is as follows:

6.3. Excluded Items

The following shall be excluded from any determination of Mean Time To Respond:

  • When response is not met due to Acts of God or nature, scheduled maintenance, the act or failure to act of Customer or any party other than Arrow or any action or event beyond Arrow‘s reasonable control
  • When response is not met due to of any network or system provided by customer or any third party.
  • All ADSL and IDSL service

6.4. Mean Time to Respond Remedies. Upon notification by the Customer and verification by Arrow that the committed Mean Time to Respond is not met for the Measurement Period, Arrow shall apply a credit equal to fifteen percent (15%) of the monthly service connection charge for each line included in the trouble ticket for which Arrow did not meet the committed Mean Time to Respond. Such credit shall be Customer’s sole and exclusive remedy for Arrow’s; failure to meet the committed Mean Time to Respond. Customer must request credit within sixty (60) days of the validated outage. Arrow reserves the right to determine if an outage is considered a validated outage. Customer payables must be current prior to receiving any credits. Requests for credits may take up to 30 days to research and review; customer is responsible for paying current invoices and will receive a credit after the 30 day review period.

7. Mean Time to Repair

7.1. Service Level Commitment. For wireless and coaxial broadband circuits, Arrow is committed to maintain a maximum of 24-hour repair time for service problems that do not require on-site dispatches and a maximum of 48-hour repair time for service problems that require on-site dispatches. For fiber, Ethernet, DS-1, DS-3 and VoIP service, Arrow is committed to maintain a maximum of a 4 hour repair time.

7.2. Measurement and Calculation. Elapsed time is measured from the time the trouble ticket is opened by Arrow to the time service is restored to normal operating performance. The calculation for “Mean Time to Repair” is as follows:

7.3. Excluded Items. The following shall be excluded from any determination of Mean Time To Repair:

  • Trouble tickets due to the failure of the CPE or any components on the Customer side of the CPE, whether or not such CPE was provided by Arrow
  • Trouble tickets due to Arrow‘s scheduled maintenance windows
  • Trouble tickets due to the failure of any components due to negligence or intentional misconduct of the Customer
  • Trouble tickets for which Arrow cannot access required facilities due to inaccessibility beyond Arrow‘s reasonable control
  • Trouble tickets due to Acts of God or nature
  • Trouble tickets related to any lines added, removed, or re-configured during the month
  • Trouble tickets associated with lines used as backup or alternate routes
  • When response is not met due to of any network or system provided by customer or any third party.
  • “No Trouble Found” trouble tickets
  • Failures due to the local loop
  • Trouble Tickets caused by the act or failure to act of Customer or any party other than Arrow or caused by any action or event beyond Arrow‘s reasonable control
  • All ADSL and IDSL services

7.4. Mean Time to Repair Remedies. Upon notification by the Customer and verification by Arrow that the actual Mean Time to Repair level is below the committed level, Arrow shall apply a credit equal to fifteen percent (15%) of the monthly service connection charge for each line included in the trouble tickets for which Arrow did not meet the committed Mean Time to Respond. Such credit shall be Customer’s sole and exclusive remedy for Arrow's failure to meet the committed Mean Time to Repair. Customer must request credit within sixty (60) days of the validated outage. Arrow reserves the right to determine if an outage is considered a validated outage. Customer payables must be current prior to receiving any credits. Requests for credits may take up to thirty (30) days to research and review; customer is responsible for paying current invoices and will receive a credit after the thirty (30) day-review period.

8. Remedies–General

8.1. Maximum Allowable Remedy. At no time will multiple remedies be provided to the Customer for the same, similar or related troubles on the same line. Arrow shall have no liability for any failure of any Arrow network, service or equipment to meet the forgoing guidelines due to scheduled maintenance, caused by the act or failure to act of Customer or any party other than Arrow or caused by any action or event beyond Arrow's reasonable control. Customer’s sole and exclusive remedy for Arrow's failure to meet the committed Network Availability or other failure to meet the foregoing guidelines shall be the credit outlined in the applicable section. The maximum allowable remedy in a given Measurement Period will be fifteen percent (15%) for each line affected. Customer must request credit within sixty (60) days of the validated outage or applicable event. Arrow reserves the right to determine if an outage or other covered event is considered a validated pursuant to this Service Level Attachment.

THE CUSTOMER UNDERSTANDS THAT THE SERVICES, NETWORKS AND EQUIPMENT REFERRED TO HEREIN WILL BE FURNISHED “AS IS” AND WITH ALL FAULTS. OTHER THAN ANY LIMITED WARRANTY THAT MAY BE GIVEN TO CUSTOMER UNDER THE AGREEMENT, ARROW MAKES AND CUSTOMER RECEIVES NO WARRANTIES, EXPRESS, IMPLIED, STATUTORY, IN THIS SLA OR IN ANY COMMUNICATION WITH CUSTOMER REGARDING SUCH SERVICES, NETWORK OR EQUIPMENT. ARROW SPECIFICALLY DISCLAIMS ALL OTHER WARRANTIES INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY, NONINFRINGEMENT OR FITNESS FOR A PARTICULAR PURPOSE. ARROW EXPRESSLY DISCLAIMS RESPONSIBILITY FOR ARISING OUT OF OR BASED UPON THE CONTENT OF INFORMATION TRANSMITTED BY CUSTOMER OR THE RESULTS OF ANY TRANSMISSION. ARROW DOES NOT WARRANT THAT THE OPERATION OF THE SERVICES, NETWORKS OR EQUIPMENT COVERED BY THIS SLA WILL BE UNINTERRUPTED OR ERROR FREE.

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