You asked for a market-leading Service Level Agreement (SLA)
CAP5 stepped up to give it to you:
Network Availability Guarantee - 100%
The Network is guaranteed to be available and capable of forwarding IP packets one hundred percent (100%) of the time, as averaged over a calendar month.
Latency Guarantee - 65 Milliseconds
The Network is guaranteed to have an average round trip packet transit time over a calendar month of 65 Milliseconds or less. Average latency is measured as the average of 15-minute samples across the Network as taken throughout a calendar month.
Packet Loss Guarantee - 1%
The Network is guaranteed to have a monthly average packet loss of no greater than one percent (1%) during any calendar month.
Network Jitter Guarantee - 1ms
The Network is guaranteed to have a monthly average network jitter delay of no greater than one (1) millisecond during any calendar month.
Credits, Limits and Reporting Procedures
If guarantees for network availability, latency, packet loss or jitter are not met during a calendar month and you report the failure to CAP5, you will receive a credit equal to the pro-rated one-day amount of the Monthly Recurring Charge (“MRC”) for the calendar month during which the Guarantee was not met. Total credits awarded for Service during any calendar month for failure to meet any one or more of the Guarantees shall not exceed the MRC for the affected Service. Just call during normal working hours at 713.979.5280 and complying in a timely fashion with information requests made by CAP5.
CAP5's carrier-provided Internet access service covered here includes controlled routers, circuits and transit connections, but cannot guarantee service across the local access circuit (loop), customer premise equipment, or your local area network. Network performance guarantees do not take into account scheduled maintenance events, customer-caused outages or disruptions, interconnections to or from, and connectivity within, other Internet Service Provider (ISP) networks, or force majeure events.