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Iowa Telecom Internet Credit Policy

Any customer who experiences a Service outage (defined as a Customer unable to transmit and receive data) is allowed the appropriate service credit outlined below. A Service outage must be recorded in the Iowa Telecom IP Network trouble ticket system. Outages are measured from the time the trouble ticket is opened in the Iowa Telecom trouble management system to the time the Affected Service is again able to transmit and receive data.


Outage Detail

Credit Amount

Outage during regular maintenance window (Sunday through Saturday 12 Midnight to 7AM)

$0

Outage of less than 6 hours or sum of outages less than 6 hours per month.

$0

Outage in excess of 6 hours or sum of outages exceeding 6 hours per month, but not exceeding 13 hours per month.

One (1) day's charges pro-rated from the MRC of the Affected Service.

Outage in excess of 13 hours or sum of outages exceeding 13 hours per month, but not exceeding 24 hours per month.

Two (2) day's charges pro-rated from the MRC of the Affected Service.

Outage in excess of 24 hours or sum of outages exceeding 24 hours per month.

Amount to be handled by Service Center Management.

Remedy Procedures:

In order to request SLA credits, Customer must contact the Iowa Telecom Service Center. In order to receive service credits set forth herein, such requests must be made within five (5) business days of the last day of the month in which the relevant SLA was not met. A credit shall be applied only to the month in which the event-giving rise to the credit occurred. The Maximum SLA credits issued in any one calendar month shall not exceed: (a) seven (7) days charges prorated from the MRC of the Affected Service with respect to network Availability; or (b) 50% of the MRCs of the Affected Service with respect to the other SLAs. In no event shall the total credit in the aggregate for all credits issued in one month exceed the equivalent of 50% of the relevant MRCs for the Affected Service.

Service Credit Exceptions:

Service credits shall not be issued where the SLA is not met as a result of: (a) the acts or omissions of Customer, its employees, contractors or agents or its end users; (b) the failure or malfunction of equipment, applications or systems not owned or controlled by Iowa Telecom or its partners; (c) Force Majeure events; (d) scheduled service maintenance, alteration or implementation; or (e) the unavailability or required Customer personnel, including as a result of failure to provide Iowa Telecom with accurate, current contact information.