Service Level Agreement

This is the standard Towerstream Service Level Agreement or SLA. A Service Level Agreement will be incorporated into your Agreement, and may differ from this standard version.

Technical Support

Towerstream supports and monitors its service up to the Customer Demarcation point 24 hours per day. Towerstream Technical Support is available toll-free 24 hours per day. A customer ticket is opened when Towerstream monitors a customer service issue or a customer reports trouble to Towerstream Tech Support (“Ticket Open”).

Towerstream Standard Installation

As part of our Service Level Agreement, Customer Standard Installation includes antenna and radios, non-penetrating sled or J-bar antenna mount, up to 250 feet of standard cable weather-sealed and run from the antenna to the Customer Demarcation, service turn-up and testing. In the unlikely event of additional installation costs, Towerstream will notify Customer prior to installation via email detailing such costs and Customer will have 7 days to accept additional charges or terminate this contract without penalty and receive a full refund of any payments made to Towerstream in connection with this Agreement. Towerstream owns all equipment that it supplies to the Customer. If service is discontinued for any reason, Towerstream has the right to remove any or all of its equipment in a workmanlike manner upon 10 days advance notice. Customer Demarcation is defined as the location where Customer plugs into the Towerstream equipment and is generally located in the Customer equipment room.

Access to Equipment

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

Performance Guarantee

If Towerstream’s network is not performing as stated below, as part of the Service Level Agreement, the customer is entitled to a credit. The three components of the Towerstream Service Level Agreement are:

  • Service Availability Guarantee: Towerstream guarantees 99.99% network availability, annualized method.
  • Network Latency: Less than 25ms round trip delay on Towerstream Backbone, and less than 10ms round trip delay on Towerstream last mile.
  • Packet Loss: Packet Loss less than 1% on Towerstream Backbone.

Reliability Guarantee

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 to the Internet. Rent Credits will be paid for loss of connectivity as listed below if the elapsed time from Ticket Open exceeds the following:

  • Exceeding 2 hours but less than 4 hours: 5% of monthly rent.
  • Exceeding 4 hours but less than 6 hours: 10% of monthly rent.
  • Exceeding 6 hours but less than 10 hours: 15% of monthly rent.
  • Exceeding 10 hours but less than 14 hours: 20% of monthly rent.
  • Exceeding 14 hours but less than 18 hours: 25% of monthly rent.
  • Exceeding 18 hours but less than 24 hours: 30% of monthly rent.
  • Exceeding 24 hours but less than 48 hours: 50% of monthly rent.
  • Exceeding 48 hours: 100% of monthly rent.

The sum of rent credits is not to exceed 100% of the total monthly bill for that location. The period of lost connectivity to the Internet shall be determined by records kept by the Towerstream Network Operations Center (“NOC”) and based on measurements to the Customer Demarcation.

Towerstream will incur no liability and issue no credits due to any causes beyond its reasonable control, including, but not limited to, loss of power, Acts of God, War, Strikes, electrical storm, hurricane and, if needed, lack of access to its equipment at the Customer Site. All monies owed Towerstream and not in dispute must be paid in full before a credit is applied. Towerstream may require Customer to direct connect computer at the Customer Demarcation and ask to verify line of sight to help expedite and diagnose issues.  The elapsed time of outage will exclude any wait time to gain site access.

Credits must be requested within 30 days of service outage. The Customer is responsible for providing adequate voltage surge protection with a UPS for the Towerstream router/equipment at the Customer Demarcation.