Fiber Optic Maintenance Service Level Agreement

Reducing the surcharge and any account credits associated with such a risk reduction do not apply to denial-of-service (DoS) or distributed denial of service (DDoS) attacks against The Telcom network or Telcom customers. With an acquired bandwidth of 1 Gbps or more, the use of special test devices may be required to reach the desired throughput. Telcom does not accept any assurance or guarantees about the performance of your computers, devices or other network hardware, or their ability to maintain data transfers at any level of acquired bandwidth. When a service is not proactively monitored, the automatic issuance of an account balance is carried out in accordance with the credit plan. From time to time, it may be necessary to perform scheduled maintenance work on the Telcom network, resulting in a disruption to your service. Telcom can perform this maintenance every day between 12:00 p.m. and 6:00 a.m. local time, provided Telcom has provided you with at least 24 hours of written communication of this maintenance. It is your duty to give Telcom all necessary access to repairs or replacements related to our services. Telcom is not responsible for delays in the restoration or repair of its services caused by your outage or delay in providing the necessary access to Telcom technicians. Telcom is not responsible for the failure, adhesion or lack of devices that are not provided by Telcom for use in relation to your services. Telcom is not responsible for service interruptions as a result of an attack on our network by third parties.

Telcom ensures that your service`s Internet connection is available at all times. Interruptions to your service that will prevent you from fully accessing the Internet result in automatic application of account credits in accordance with the credit plan. Maintenance required by third parties due to damage to Telcom`s fiber optic system is not considered scheduled maintenance or unscheduled maintenance, nor is it for an account credit. In the event of a problem with your Telcom service, Telcom guarantees a 15-minute response interval for the problem to be confirmed. Confirmation of the problem can be made by email, phone, our internal helpdesk. In the event that Telcom will have to perform unscheduled maintenance work on the network without having to be noted in writing for at least 24 hours, the credits will be automatically evaluated in accordance with the service plan. For Telcom-specific devices provided in conjunction with your services, we guarantee that we will facilitate the installation of a replacement device within one business day after an outage assessed by Telcom Network`s operations team. Telcom ensures that subscriber bandwidth between the two points of the Telcom network is available at any time between points on the Telcom network.