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ICA Wireless offers Service Level Guarantee! and will have your business up and running in 5 days! |
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This Service Level Agreement (SLA) is provided as a benefit, in addition to our contractual obligations under the terms and conditions for an ICA CANADA ONLINE Wireless Internet Customers, and for customers holding contracts of one year or longer. It demonstrates our earnest desire to provide the best possible support for your business and outlines the penalties that apply for non-compliance on the part of ICA CANADA ONLINE.
It is a pre-requisite that customers ensure that ICA CANADA ONLINE has the correct 24-hour contact number for this SLA to be applied to a customer contract. ICA CANADA ONLINE retains final decision over validity of claims and ICA CANADA ONLINE records shall be the basis for all calculations and decisions.
ICA Canada Online's Network Availability SLA provides that there will be ninety-nine per cent (99%) uptime as measured by trouble ticket time. "Network Unavailability" consists of the number of minutes that the ICA Canada Online Network was not available to the Customer. The time of an outage is started when a customer opens a trouble ticket with the ICA Canada Online Customer Support Center at 905-624-1953 ("Support").
Further to ICA Canada Online's 99% Uptime guarantee ICA Canada Online guarantees the minimum speed of 2 Mbps either downstream or upstream; if the "Company" experiences an outage that lasts longer that four (4) contiguous hours, ICA Canada Online will refund 15% of the monthly subscription fee paid by the "Company" (This would be applied as a credit to the "Customer's" account.)
The on call technician will be notified immediately upon reporting the trouble ticket; in the event the ticket is not resolved within 30 minutes, the escalation procedures will take place. The emergency response time is 30 minutes; the emergency on-site deployment time is 4 hours.
When Support receives a call, Support will use a ping/trace route tool to verify that an individual customer is down. This ping/trace information is recorded in the trouble ticket. The clock starts when the trouble ticket is opened; any outage time that occurs prior to the trouble ticket's opening, is not counted. The outage stops when the Service is functioning properly and the trouble ticket is closed.
New customers may cancel the wireless service from ICA, if the SLA conditions are not met, anytime with the first 30 days from the start of service.
15% restocking charge on all product/equipment returns. Returns must be in original pacakaging and complete with all documents. No returns after 10 days. Any hardware not installed by ICA is void of any warranty. Set-up fees and depostis are non-refundable. Goods tital remains property of ICA until paid in full.
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canadian
Point to Point Internet Service Provider - Yahoo!
