Network availability is based on "Network Downtime," which exists when a particular Internet port of Customer is unable to transmit and receive data. Such failure is recorded in the Iowa Telecom IP Network trouble ticket system. Network Downtime is 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.

Goal

100%

Remedy

Any individual outage in excess of 6 hours or sum of outages exceeding 6 hours per month will constitute a violation. A violation will qualify a customer for Service credit charges pro-rated from the MRC of the Affected Service.

Maintenance

Normal Maintenance refers to upgrades of hardware or software or upgrades to increase capacity. Normal Maintenance may temporarily degrade the quality of the service, including possible outages. Such effects related to normal Maintenance shall not give rise to service credits under the SLA. Normal Maintenance shall be undertaken only as follows: Sunday through Saturday between the hours of 12 Midnight and 7AM. Iowa Telecom my change the maintenance window times upon posting to the website or other notice to Customer.

Urgent Maintenance refers to efforts to correct network conditions that are likely to cause a material service outage and that require immediate action. Urgent Maintenance may degrade the quality of the Service, including possible outages. Such effects related to Urgent Maintenance shall entitle Customer to service credits as set forth in this SLA and the Iowa Telecom Credit Policy. Iowa Telecom may undertake Urgent Maintenance at any time deemed necessary and shall provide notice of Urgent Maintenance to Customer as soon as is commercially practicable under the circumstances.