1. Agreement Overview

This Service Level Agreement ("SLA") is entered into between InetVijay, a leading Broadband Internet Service Provider in Hassan (the "Provider"), and the Customer for the provision of high-speed internet services. This SLA outlines the performance standards, responsibilities, and remedies applicable to services provided by InetVijay.

• Defines the scope of broadband internet services offered by InetVijay.
• Establishes uptime guarantees and performance metrics for InetVijay services.
• Details customer obligations and support procedures with InetVijay.

2. Scope of Services

InetVijay provides reliable broadband internet services in Hassan, including high-speed connectivity, dedicated bandwidth, and 24/7 support. Services encompass installation, maintenance, and monitoring tailored for residential and business customers.

• Download/upload speeds as per subscribed plan (e.g., up to 1 Gbps).
• Unlimited data usage with fair usage policy enforced by InetVijay.
• Static IP options for enterprise clients of InetVijay.

3. Service Availability and Uptime

InetVijay guarantees 99.9% network uptime for its broadband services in Hassan, excluding scheduled maintenance. Monthly availability is calculated as (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month x 100%.

• Target: 99.9% uptime per month.
• Downtime excludes customer-induced issues or force majeure events.
• InetVijay monitors network performance continuously.

4. Performance Standards

InetVijay commits to delivering contracted speeds within 95% of peak hours. Latency targets are under 50ms for local traffic, ensuring optimal performance for streaming, gaming, and business applications in Hassan.

• Bandwidth: Guaranteed minimum as per plan.
• Packet loss: Less than 1%.
• Performance measured using standard tools reported by InetVijay.

5. Support and Response Times

InetVijay provides tiered support with defined response and resolution times based on incident severity. Customers can contact support via phone, email, or app for prompt assistance.

• Critical: Response within 15 minutes, resolution within 4 hours.
• High: Response within 1 hour, resolution within 8 hours.
• Medium/Low: Response within 4 hours, resolution within 48 hours by InetVijay.

6. Service Credits and Remedies

In the event InetVijay fails to meet SLA targets, eligible customers receive service credits as compensation. Credits are calculated monthly and applied to future invoices.

• Uptime below 99.9%: 5% credit per 0.1% shortfall.
• Support SLA breach: 10% of monthly fee per incident.
• Claims must be submitted to InetVijay within 30 days.

7. Customer Responsibilities

Customers of InetVijay agree to use services lawfully, maintain equipment, and report issues promptly to ensure optimal performance of broadband services in Hassan.

• Provide accurate contact information.
• Secure customer premises equipment.
• Comply with InetVijay's acceptable use policy.

8. Monitoring and Reporting

InetVijay provides monthly performance reports detailing uptime, speed tests, and incidents. Customers can access real-time dashboards via the InetVijay customer portal.

9. Termination and Liability

This SLA may be terminated by either party with 30 days' notice. InetVijay's liability is limited to service fees paid in the prior month. Force majeure events excuse performance obligations.