SDSL, Ethernet Over Copper (EoC), and Wireless Service Level Agreement (SLA) v3.0

Key Information Systems, Inc. knows you can’t afford to be let down by your Internet Service Provider. That’s why Key Information Systems, Inc. makes commitments to its clients in the form of Service Level Agreements – SLA – that provide certain rights and remedies regarding the availability and performance of Key Information Systems, Inc.’s network.

Monthly Service Availability:
Key Information Systems, Inc.’s target for Monthly Service Availability for each SDSL, EoC, and Wireless End User Circuit is 99.9%. If Key Information Systems, Inc. does not meet the Monthly Service Availability Target for an End User Circuit per the above definition and Client requests a credit, Key Information Systems, Inc. will provide Client a credit of (1-day) of the monthly recurring charge for that End User Circuit for each (Eight-hour) or (fraction thereof, round to the nearest 15 minutes) of Service Outage experienced by the End User Circuit in excess of the Service Availability Target (“Service Availability Credit”); provided that in no case the aggregate of all Service Availability Credits and TTR Credits (defined below) exceed the total monthly recurring charged billed for such End User Circuit during such month.

Packet Loss over the Internet:
Key Information Systems, Inc. guarantees less than 1% average packet loss over the Internet within the continental United States. Packet Loss is calculated by averaging measurements between various points on the Key Information Systems, Inc. network during a one-month period. If our average packet loss is more than 1% in the US over a month period, all eligible Key Information Systems, Inc. customers will receive one day of credit for the affected service on their next monthly invoice.

Latency over the Internet:
Key Information Systems, Inc. guarantees that the average monthly latency for round-trip transmissions will be 140 milliseconds or less within the continental United States. Latency is calculated by averaging measurements between various points on the Key Information Systems, Inc. network over a one-month period. If the average monthly latency exceeds our guarantee, all eligible Key Information Systems, Inc. clients will receive one day of credit for the affected service on their next monthly invoice.

Time to Restore Service:
Key Information Systems, Inc.’s target for Time to Restore Service for each time an SDSL, EoC, or Wireless End User Circuit experiences a Service Outage is 48 hours. If Key Information Systems, Inc. does not meet the time to Restore Service Target for a Service Outage on an End User Circuit per the above definition and Client requests a credit, Key Information Systems, Inc. will provide Client a credit of 10% of the monthly recurring charge for that End User Circuit (“TTR Credit”), in addition to any other applicable credits for Service Availability, provided that in no case the aggregate of all Service Availability Credits and TTR Credits (defined below) exceed the total monthly recurring charged billed for such End User Circuit during such month.

Claims and Credit Availability:
In the event Client experiences a service interruption and is unable to transmit and receive data, Key Information Systems, Inc. determines that such interruption was caused by Key Information Systems, Inc.’s inability to provide said services for reasons within Key Information Systems, Inc.’s control and not as a result of any actions or inactions of Client equipment or any third parties (including failure of third party equipment), and such inability is not a result of standard scheduled maintenance of Key Information Systems, Inc.’s equipment or services, Key Information Systems, Inc. will, upon Clients request, credit Client’s account. It is the Client’s responsibility to identify, request and document all valid SLA claims and corresponding credits. To be eligible for service credits, client must first report service availability, delay, or delivery events to Key Information Systems, Inc. through standard trouble reporting/ticket mechanism, as set forth in Key Information Systems, Inc.’s Client Policies. Key Information Systems, Inc. will notify Client of its resolution of the reported event. Client must claim any applicable service credits by the 15th day of the month following the month in which the reported incident was resolved (in the case of credits for Service Availability and Time to Restore).

Client must be current in all of its invoices to be eligible for any credits.

Colocation Service Level Agreement (SLA)

Key Information Systems, Inc. knows that you can’t afford to be let down by your Internet Service Provider. That’s why Key Information Systems, Inc. makes commitments to its clients in the form of Service Level Agreements — SLA — that provide certain rights and remedies regarding the availability and performance of Key Information Systems, Inc.’s network.

Network Availability over the Internet
Network connections from the Key Information Systems, Inc. data center to the Internet within the continental United States will be available to clients free of Network Outages 100% of the time. Key Information Systems, Inc. will provide Client a credit of (1-day) of the monthly recurring charge for every 30 minutes or (fraction thereof, round to the nearest 15 minutes) of Service Outage experienced by the Server Colocation Client. Provided that in no case the aggregate of all Network Availability Credits exceed the total monthly recurring charged billed for a Server Colocation Client during such month.

Packet Loss over the Internet:
Key Information Systems, Inc. guarantees less than 1% average packet loss over the Internet within the continental United States. Packet Loss is calculated by averaging measurements between various points on the Key Information Systems, Inc. network during a one-month period. If our average packet loss is more than 1% in the US over a month period all eligible Key Information Systems, Inc. clients will receive one day of credit for the affected service on their next monthly invoice.

Latency over the Internet:
Key Information Systems, Inc. guarantees that the average monthly latency for round-trip transmissions will be 85 milliseconds or less within the continental United States. Latency is calculated by averaging measurements between various points on the Key Information Systems, Inc. network over a one-month period. If the average monthly latency exceeds our guarantee, all eligible Key Information Systems, Inc. clients will receive one day of credit for the affected service on their next monthly invoice.

Claims and Credit Availability:
In the event Client experiences a service interruption and is unable to transmit and receive data, Key Information Systems, Inc. determines that such interruption was caused by Key Information Systems, Inc.’s inability to provide said services for reasons within Key Information Systems, Inc.’s control and not as a result of any actions or inactions of Client equipment or any third parties (including failure of third party equipment), and such inability is not a result of standard scheduled maintenance of Key Information Systems, Inc.’s equipment or services, Key Information Systems, Inc. will, upon Clients request, credit Client’s account. It is the Client’s responsibility to identify, request and document all valid SLA claims and corresponding credits. To be eligible for service credits, client must first report service availability, delay, or delivery events to Key Information Systems, Inc. through standard trouble reporting/ticket mechanism, as set forth in Key Information Systems, Inc.’s Client Policies. Key Information Systems, Inc. will notify Client of its resolution of the reported event. Client must claim any applicable service credits by the 15th day of the month following the month in which the reported incident was resolved (in the case of credits for Service Availability and Time to Restore).

Client must be current in all of its invoices to be eligible for any credits.

Dedicated Internet Access Service Level Agreement (SLA) v3.0

Key Information Systems, Inc. knows that you can’t afford to be let down by your Internet Service Provider. That’s why Key Information Systems, Inc. makes commitments to its clients in the form of Service Level Agreements – SLA – that provide certain rights and remedies regarding the availability and performance of Key Information Systems, Inc.’s network.

Monthly Service Availability:
Key Information Systems, Inc.’s target for Monthly Service Availability for each T1 and Gigabit End User Circuit is 99.9%. If Key Information Systems, Inc. does not meet the Monthly Service Availability Target for an End User Circuit per the above definition and Client requests a credit, Key Information Systems, Inc. will provide Client a credit of (1-day) of the monthly recurring charge for that End User Circuit for each (four-hour) or (fraction thereof, round to the nearest 15 minutes) of Service Outage experienced by the End User Circuit in excess of the Service Availability Target (“Service Availability Credit”); provided that in no case the aggregate of all Service Availability Credits and TTR Credits (defined below) exceed the total monthly recurring charged billed for such End User Circuit during such month.

Packet Loss over the Internet:
Key Information Systems, Inc. guarantees less than 1% average packet loss over the Internet within the continental United States. Packet Loss is calculated by averaging measurements between various points on the Key Information Systems, Inc. network during a one-month period. If our average packet loss is more than 1% in the US over a month period, all eligible Key Information Systems, Inc. clients will receive one day of credit for the affected service on their next monthly invoice.

Latency over the Internet:
Key Information Systems, Inc. guarantees that the average monthly latency for round-trip transmissions will be 85 milliseconds or less within the continental United States. Latency is calculated by averaging measurements between various points on the Key Information Systems, Inc. network over a one-month period. If the average monthly latency exceeds our guarantee, all eligible Key Information Systems, Inc. clients will receive one day of credit for the affected service on their next monthly invoice.

Time to Restore Service:
Key Information Systems, Inc.’s target for Time to Restore Service for each time a T1 and Gigabit End User Circuit experiences a Service Outage is four hours. If Key Information Systems, Inc. does not meet the time to Restore Service Target for a Service Outage on an End User Circuit per the above definition and Client requests a credit, Key Information Systems, Inc. will provide Client a credit of 10% of the monthly recurring charge for that End User Circuit (“TTR Credit”), in addition to any other applicable credits for Service Availability, provided that in no case the aggregate of all Service Availability Credits and TTR Credits (defined below) exceed the total monthly recurring charged billed for such End User Circuit during such month.

Claims and Credit Availability:
In the event Client experiences a service interruption and is unable to transmit and receive data, Key Information Systems, Inc. determines that such interruption was caused by Key Information Systems, Inc.’s inability to provide said services for reasons within Key Information Systems, Inc.’s control and not as a result of any actions or inactions of Client equipment or any third parties (including failure of third party equipment); and such inability is not a result of standard scheduled maintenance of Key Information Systems, Inc.’s equipment or services, Key Information Systems, Inc. will, upon Clients request, credit Client’s account. It is the Client’s responsibility to identify, request and document all valid SLA claims and corresponding credits. To be eligible for service credits, client must first report service availability, delay, or delivery events to Key Information Systems, Inc. through standard trouble reporting/ticket mechanism, as set forth in Key Information Systems, Inc.’s Client Policies. Key Information Systems, Inc. will notify Client of its resolution of the reported event. Client must claim any applicable service credits by the 15th day of the month following the month in which the reported incident was resolved (in the case of credits for Service Availability and Time to Restore).

Client must be current in all of its invoices to be eligible for any credits.