Failover Service Level Agreement

Skyway guarantees all Failover customers 99.99% uninterrupted transit to the Internet. If two-way transit to the Internet becomes unavailable for more than 5 minutes or an accumulated 45 minutes in a calendar month, Skyway will refund the customer an amount equal to one day of the customer’s pro-rated recurring monthly charges during the month the interruption(s) took place.

If the interruption exceeds one hour, the customer will receive an additional refund of one day of the pro-rated recurring monthly charges for that and each additional hour, or portion thereof, of transit unavailability. All refund calculations will be based on unavailability in one-hour increments.

This SLA does not cover outages caused by equipment and/or events not under the direct control of Skyway or caused by individuals not directly employed by Skyway. It excludes short periods of temporary service degradation, such as slow data transmissions. It does not cover outages due to scheduled or emergency network and/or facility maintenance, which will be broadcast to all customers in advance.

Any and all refunds to a customer will not exceed 35% of the customer’s recurring monthly charges for the month in which the refund is paid.