Service Level Agreement.
A simple baseline SLA for the initial Dallas service.
Network availability
The initial service target is 99.9% monthly network availability, excluding scheduled maintenance, customer-caused incidents, force majeure, and circumstances outside the Lookin-Link network.
Support
NOC incident reporting is available 24×7. Response and service-credit terms should be defined in the executed customer agreement.
Maintenance
Planned maintenance will be communicated in advance where reasonably possible.
Before production
Finalize measurement methodology, exclusions, response targets and service credits in the commercial agreement before offering this SLA contractually.