Service Level Agreement
Last Updated: 20th August 2012

The Fusion Broadband Service Level Agreement (SLA) is an agreement relating to the use of Fusion Broadband Bonding Services, and is entered into between Fusion Broadband Pty Ltd (Fusion Broadband) and our clients. This agreement is designed to give our clients a level of confidence around the reliability of our platform, and our commitment to delivering a high quality service.

This SLA agreement is to be read in conjunction with the Fusion Broadband Terms and Conditions.

Fusion Broadband will take commercially reasonable efforts to make the Fusion Broadband Bonding Platform available to our clients with a guaranteed service availability of at least 99.95% as measured over any calendar month.

The SLA covers the availability of a Bonding service (where the service is up and Bonding is functioning with Internet connectivity). This SLA does not apply to any outages or downtime related to scheduled maintenance, scheduled outages, outages with the individual Broadband services being bonded or customer initiated downtime.

If Fusion Broadband does not comply with this SLA commitment, you will be eligible to receive a Service Credit for the Eligible Service Credit Period.

Definitions:
Availability – is measured as a percentage of time that the service is operational and contactable from the wider Internet. This is measured over any calendar month. This availability percentage does not include any scheduled outage, where the required notice period has been met.
Eligible Service Credit Period – is a single calendar month in which the ‘Service Outage’ occurred.
Scheduled Outages – when maintenance is required to be performed on the system lasting for more than 5 minutes , Fusion Broadband will schedule an outage window. A period of at least 5 days’ notice will be given to clients regarding a scheduled outage window.
Service Credit – is a dollar credit (in AUD), as calculated below, that is credited to a Fusion Broadband Account once an SLA claim has been approved.
Service Outage – is defined as the situation when a customer instance is not available to the wider Internet or where the customer instance is unable to be restarted by Fusion Broadband within the ‘Time to Repair’ (TTR) window.
Time to Repair (TTR) – is defined as a 1.5 hour window, during which Fusion Broadband will perform all that is commercially reasonable to restore ‘Availability’ to your Bonded connection. If the ‘Availability’ of Bonded Connection is not restored within this window, then a ‘Service Outage’ event is deemed to have occurred.

Service Credits:

If the availability for a customer within a calendar month drops below 99.95%, the customer is eligible to receive a Service Credit equal to 10% of their bill for the Eligible Service Credit Period (if availability is not restored within the Time to Repair window).
Service Credits will be applied against the customer’s account for the calendar month in which the outage occurred. Service credits may not be transferred or applied to any other account.
Service Credit is limited to a maximum of 50% of the average monthly billing amount.

Request & Rebate Procedures:

To request a Service Credit, a customer must submit an email request to support@fusionbroadband.com.au/newfbbsite. You must include the following details in a request:
Your registered email address, contact name and phone number.
Dates and times of the incident, as well as the duration of this incident.
Details of the outage experienced.
All requests must be submitted within 30 days of the SLA breach. Fusion Broadband will then contact the customer and process the SLA claim (where valid).

SLA Exclusions:

This SLA service guarantee does not apply to any issues caused by factors outside our reasonable control, such as force majeure events, or events affecting the wider Internet. It also does not apply to any outages caused by:
Actions of the customer or any third party
Any customer software or configuration issues.
Suspension or termination of your account under the Fusion Broadband Terms and Conditions.
Broadband Services that Fusion is Bonding, these include but are not exclusive to: xDSL, 3G/4G, Wireless, EoC broadband services.
Power failure or HW Failure of the bonding system in the customer premises.

Questions or Clarification:

If you have any questions or require clarifications of any part of this Service Level Agreement, please do not hesitate to contact Fusion Broadband by emailing – support@fusionbroadband.com.au/newfbbsite

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