Service Level Agreement

February 5, 2021  (Download a .pdf of this document)

1. Service Levels

Installation: PANGAEA will exercise commercially reasonable efforts to install any
PANGAEA service on or before the Customer Commit Date. This installation
service level does not apply to Customer Orders that contain incorrect
information supplied by Customer or Customer Orders that are altered at
Customer’s request after submission and acceptance by PANGAEA. In the event
PANGAEA does not meet this Installation Service Level for a particular PANGAEA
service for reasons other than an Excused Outage, Customer will be entitled to a
service credit for each day of delay equal to the charges for one (1) day of the
allocated monthly recurring cost for the affected service, up to a monthly
maximum credit of ten (10) days.

Network Availability: PANGAEA’s goal is to maintain 100% network availability
and PANGAEA commits to maintain an average monthly availability of greater
than 99.9%. Network downtime will exist when Customer is unable to transmit
or receive data over the PANGAEA network. Network downtime is measured from
the time the PANGAEA Operations Director becomes aware of the downtime to
the time Customer can again transmit and receive data. When the per
occurrence downtime is greater than two hours, Customer is entitled to a service
credit for that occurrence. That credit will equal 1/30 of the Customer’s total
monthly invoice amount for each hour of network outage in excess of two hours.

Mean Time to Repair: PANGAEA’s goal is to deliver a Mean Time to Repair of four
hours from the first report of trouble. Mean Time to Repair is measured based on
the total time it takes to restore service interruptions. Customer will be entitled
to a service credit equal to 10% of the total monthly recurring cost paid by
Customer during the calendar month in which the Mean Time to Repair goal is
not met. Only one service credit will be issued per month and the calculation will
average all service outages for the month.

Support/Maintenance/Repair:

Scheduled Maintenance

When possible, PANGAEA or designee will provide five (5) business days’ notice
of any scheduled network maintenance activities. PANGAEA or designee will
perform maintenance activities between 5 PM and 7 AM unless otherwise
required.

Emergency Maintenance

Personnel will begin repair work for emergency unscheduled maintenance within
two hours of becoming aware of an event.

Support/Monitoring

PANGAEA or partner designee will monitor the PANGAEA network 24/7/365.

Customer may request PANGAEA support for Customer equipment changes or
modifications. All support requests for Customer equipment must be submitted in
writing to the Operations Director five (5) business days in advance and
PANGAEA will work with Customer to schedule the requested support, subject to
the availability of PANGAEA support personnel.

Demarcation

The demarcation point of the PANGAEA network is the PANGAEA media converter
or SFP installed by PANGAEA at the customer premise.

2. Customer Responsibilities

The Customer is responsible for installation, maintenance, and repair of all
cabling and equipment beyond the PANGAEA demarcation point as well as any
outage caused by Customer cabling or equipment, including the Customer owned
router. The Customer will provide surge protected power and sufficient computer
room space for the PANGAEA media converter and all Customer provided
equipment needed to interconnect with the PANGAEA network. PANGAEA or
designee and Customer will work together to identify any network issues that do
not have a clearly defined responsible party. Although rare, service interruptions
do occur. Therefore, PANGAEA recommends that the Customer maintains a
backup service.

3. Excused Outages

PANGAEA will not be responsible for outages caused by Customer neglect,
equipment or cabling not owned or controlled by PANGAEA, catastrophic
damages, or instances of Force Majeure.

4. Credit Exceptions

In the event Customer is entitled to multiple credits arising from the same event,
the credits will not be cumulative and Customer will receive the maximum single
credit available for that event.

5. Limits of Liability

PANGAEA’s total maximum liability per event is equivalent to one month’s
recurring cost for the PANGAEA service.

6. Escalation List

1st Level
Network Operations Center: 877-859-8219

2nd Level
Dana Conner (Network Technician)
Cell: 828-429-9713
dana@e-polk.org

3rd Level
Ken Griffin (Operations Director)
Cell: 828-777-8713
ken@e-polk.org

4th Level
Ron Walters (Executive Director)
Cell: 828-817-0863
ronw@e-polk.org