IQuest dedicated internet access is backed by a specific service level guarantee.
Service Quality
IQuest's Service Availability Guarantee is to have the IQuest Network available
100% of the time.
Scheduled Maintenance Scope
Scheduled maintenance shall mean any maintenance at the IQuest hub to which the
Customer's ethernet is connected (a) of which Customer is notified 24 hours in
advance, or (b) that is performed during a standard maintenance window. Notice
of scheduled maintenance will be provided to the Customer's designated point of
contact by a method elected by IQuest (telephone, email, fax, etc).
Service Availability Guarantee Process
At Customer's request, IQuest will calculate Customer's "Network Unavailability"
in a calendar month. "Network Unavailability" consists of the number of hours
that the IQuest ordered telephone company circuit was not available to the
Customer, and includes unavailability associated with any maintenance at the IQuest hub to which the Customer's circuit is connected other than scheduled
maintenance. Outages will be counted as Network Unavailability only if IQuest
notifies the Customer and/or the Customer notifies IQuest Operations personnel.
Network Unavailability will not include scheduled maintenance, or any unavailability
resulting from (a) any Customer-ordered telephone company circuits, (b) Customer's
applications, equipment, or facilities, (c) acts or omissions by the Customer,
or any use or user of the Customer.
Service Availability Guarantee Remedy
For each cumulative hour of Network Unavailability in any calendar month, at
Customer's request, Customer's account shall be credited for the pro-rated
charges for one day of the IQuest Monthly Fee and one day's rack apace charges
for the service with respect to which a Service Availability Guarantee has not
been met.
Outage Reporting Guarantee Scope
IQuest's Outage Reporting Guarantee is to notify the Customer within 10 minutes
after IQuest's determination that Customer's service is unavailable. IQuest's
standard procedure is to ping Customer's router / Ethernet interface every 3 minutes.
If Customer's router does not respond after two consecutive 3 minute ping cycles,
IQuest will deem the service unavailable and will contact Customer's designated
point of contact by a method selected by IQuest (telephone, email, fax, etc.)
Outage Reporting Guarantee Process
The Outage Reporting Guarantee is applicable only to services provided by IQuest, and
if the customer verifies all information on the IQuest Service Agreement and
Operations Support Guide as reliable and accurate. Customer is solely responsible
for providing IQuest accurate and current information for Customer's point of contact.
Outage Reporting Guarantee Remedy
If IQuest fails to meet the Outage Reporting Guarantee, at Customer's request
Customer's account shall be credited the pro-rated charges for one day of IQuest's
monthly fee for the service with respect to which this Guarantee has not been met;
provided, that Customer may obtain no more than one credit per day, irrespective of
how often in that day IQuest failed to meet the Outage Reporting Guarantee.
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