Freewire Broadband Standard Fixed Wireless Link
Service Level Agreement

Technical Support

Freewire supports and monitors its service up to the Freewire-managed Customer Premise Equipment (CPE) 24 hours per day. A Customer Ticket is opened when Freewire monitors a service degradation issue or Customer reports trouble to Freewire Tech Support via telephone (Ticket Open).

Freewire Standard Fixed Wireless Installation

Standard Installation includes antenna and radio, standard antenna mount, power injector located at the Customer Demarcation point, and service turn-up and testing. In the unlikely event of additional installation costs not included in the Customer Service Agreement, Freewire will notify Customer regarding such costs. Customer will have 7 days to accept additional charges or terminate the contract without penalty and receive a full refund for any payments made to Freewire for this installation except for labor and materials charges for installation work already performed, which are non-refundable. Freewire owns all equipment that it supplies to Customer, except for that equipment which is specifically shown on the Customer Service Agreement as being purchased by Customer. If service is discontinued for any reason, Freewire has the right to remove any or all of its equipment in a workmanlike manner upon 2 days advanced notice. Customer Demarcation is defined as the location where Customer plugs into the Freewire-owned equipment and is generally located in the Customer equipment room.

Access to Equipment

Customer agrees to allow personnel of Freewire and its sub-contractors reasonable access to Customer’s site for the purpose of installing, repairing, and removing Freewire’s equipment and, if necessary, Customer shall obtain appropriate authorization from the landlord.

Performance Guarantees

The four guaranteed service performance metrics are:

  1. Availability: 99.99% or greater network availability, determined on a monthly basis.
  2. Latency: 60ms or less average round trip delay, determined on a monthly basis.
  3. Packet Loss: 0.5% or less average packet loss, determined on a monthly basis.
  4. Throughput: 95% or greater average of purchased speed (including packet headers and overhead), determined by Freewire tests or records, on a monthly basis.

If service to Customer's site does not meet the performance guarantees then Customer may be eligible for a service degradation credit as outlined below.

Credit for Service Degradation

Credit eligibility for service degradation shall be determined by measurements from the Freewire Network Monitoring System to either the Freewire-managed CPE, or the Customer's router (depending upon CPE type). Customer-provided data does not qualify for credit evaluation. Unless stated otherwise herein, Customer’s exclusive remedy for service degradation is repair of service and credit for the period of degraded service. Credit will be paid for service degradation as listed in the categories below. Periods of total loss of connectivity are only eligible for Availability credit and do not apply to calculations for any other credits. The sum of all credits in a month is not to exceed 100% of the total monthly bill for that location:

  1. Availability: Availability credits are for continuous periods of total loss of connectivity, i.e. zero packets passing to/from the site for the entire period. Credit will be paid if the elapsed time from Ticket Open to repair of service exceeds the following:
    1. Exceeding 5 minutes: 5% of monthly-billed site revenue.
    2. Exceeding 2 hours:   10% of monthly-billed site revenue.
    3. Exceeding 4 hours:   15% of monthly-billed site revenue.
    4. Exceeding 8 hours:   20% of monthly-billed site revenue.
      1. Every subsequent 4-hour increment shall receive an additional 5% credit.
  1. Latency: Customer is eligible for a latency credit if the monthly average round-trip response time to the site exceeds the following:
    1. Exceeding 60ms:     5% of monthly-billed site revenue.
    2. Exceeding 80ms:   10% of monthly-billed site revenue.
    3. Exceeding 120ms: 20% of monthly-billed site revenue.
      1. Every subsequent 40ms increment shall receive an additional 20% credit.

Note: Latency calculations do not include periods of sustained 100% throughput usage since monitoring data may be inaccurate during those periods. Latency credit is only applicable on actively used services; unused or backup services are not eligible for latency credits.

  1. Packet Loss: Customer is eligible for a packet loss credit if the monthly average packet loss to the site exceeds the following: 
    1. Exceeding 0.5%:   5% of monthly-billed site revenue.
    2. Exceeding 1%:    10% of monthly-billed site revenue.
    3. Exceeding 2.5%: 15% of monthly-billed site revenue.
      1. Every subsequent 1.5% increment shall receive an additional 5% credit.

Note: Packet Loss calculations do not include periods of sustained 100% throughput usage since monitoring data may be inaccurate during those periods.

  1. Throughput: Customer may be eligible for a throughput credit if service to the site is not providing the purchased speed. To be eligible for a credit:
    1. Customer must open a throughput credit evaluation ticket by contacting Freewire tech support.
    2. Customer may request credit determination no sooner then 28 days and no later then 60 days after the ticket is opened.
    3. During the 28-60 day period following ticket creation, Freewire technicians will use multiple throughput measurements and usage graphs to determine credit eligibility.
    4. Customer will be eligible for a credit if all of the above requirements are met and the resulting average speed during the evaluation period is:
      1. Less than 95% of purchased speed: 5% of monthly-billed site revenue.
      2. Less than 90% of purchased speed: 10% of monthly-billed site revenue.
        1. Every subsequent 5% increment shall receive an additional 5% credit.

Maintenance

Freewire may occasionally need to perform network maintenance or upgrades that affect Customer’s connection. This maintenance will either be scheduled maintenance or emergency maintenance:

  1. Scheduled maintenance will typically be performed outside of normal business hours; however tower work, weather conditions, and other factors will be considered to ensure crew safety. Customer will be notified of routine scheduled maintenance windows at least 1 week in advance. Urgent scheduled maintenance windows may require shorter notification periods
  2. Emergency maintenance may be performed at any time if service degradation is imminent or occurring. Freewire will attempt to notify Customer of emergency maintenance as early as possible before the maintenance takes place, however there may be circumstances where Freewire is unable to notify Customer prior to performing emergency maintenance.

Customer is not eligible for credit due to service degradation during scheduled or emergency maintenance.

Limitations

Freewire will incur no liability and issue no credits due to any causes beyond its reasonable control, including, but not limited to: blockage of line-of-site from the Customer-site antenna to the Freewire tower, RF interference originating from outside of the Freewire network, lack of access to its equipment at the Customer site, extended power outages, acts of God, state of emergency, natural disasters, non-payment, and non-compliance with the Freewire Acceptable Use Policy. All monies owed Freewire Broadband and not in dispute must be paid in full before a credit is applied.

Credits must be requested or evaluation tickets must be opened within 15 days of service degradation. Customer is responsible for providing adequate power surge protection and a UPS for the Freewire equipment on their premises.