Technical Support
Freewire supports and monitors its service up to the Freewire Customer Premise Equipment (CPE) 24 hours per day. A Customer Ticket is opened when Freewire monitors a Customer service issue or Customer reports trouble to Freewire Tech Support (Ticket Open).
Freewire Custom Link Installation
Customer Link Installation includes all items specified in the installation Scope Of Work and Customer Service Agreement including service turn-up and testing. In the unlikely event of additional installation costs not included in the Scope Of Work or Customer Service Agreement, Freewire will notify Customer regarding such costs and Customer will have 7 days to accept additional charges or terminate the contract without penalty and receive a full refund for equipment purchased from Freewire. Labor and materials charges for installation work already performed are non-refundable. Freewire owns all equipment that it supplies to the 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 7 days advanced notice.
Access to Equipment
The Customer agrees to allow personnel of Freewire and its sub-contractors reasonable access to the 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 Guarantee
The four metrics used to determine loss of connectivity on the Freewire network are:
- Service Availability: Minimum 99.99% network availability, measured on a monthly basis.
- Network Latency: Maximum 50ms average round trip delay on the Freewire network, measured on a monthly basis.
- Packet Loss: Maximum 1% average packet loss on the Freewire network, measured on a monthly basis.
- Throughput: Minimum 99% average of purchased speed, measured using Freewire approved tests by a Freewire technician.
Credit for Loss of Connectivity
Unless stated otherwise herein, the Customer’s exclusive remedy for loss of connectivity is repair of service and credit for the period of lost connectivity. Credits will be paid for loss of connectivity as listed below if the elapsed time from Ticket Open exceeds the following:
- Exceeding 2 hours: 5% of monthly billed site revenue.
- Exceeding 4 hours: 10% of monthly-billed site revenue.
- Exceeding 6 hours: 15% of monthly billed site revenue.
Every subsequent 4-hour increment shall receive an additional 5% credit, the sum of which is not to exceed 100% of the total monthly bill for that location. The period of lost connectivity shall be determined by records kept by the Freewire Network Operations Center (“NOC”) and based on measurements to the Freewire CPE that Customer connects to.
Maintenance
Freewire may occasionally need to perform network maintenance or upgrades that may affect Customer’s connection. This maintenance will either be scheduled maintenance or emergency maintenance.
- Customer will be notified of scheduled maintenance windows at least 1 week in advance and these windows will typically be outside of normal business hours.
- Emergency maintenance may take place at any time if loss of service is imminent or occurring on the Freewire network. Freewire will attempt to notify Customer of emergency maintenance as early as possible before the maintenance takes place, however there may be special circumstances where Freewire is unable to notify Customer prior to emergency maintenance.
Customer is not eligible for credit due to loss of connectivity 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 antenna to the Freewire tower, RF interference originating from outside of the Freewire network, lack of access to its equipment at the Customer site, acts of God, state of emergency, natural disasters, 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 within 15 days of service outage. The Customer is responsible for providing adequate power surge protection and a UPS for the Freewire equipment on their premises.