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Home / Policies / Network Availability Guarantee

cyberMIND Network Availability Service Level Guarantee

cyberMIND's Network Availability Service Level Guarantee ("Guarantee") is that the cyberMIND Network will be available 99.995% of the time. The cyberMIND Network is the combination of cyberMIND-operated equipment, servers, circuits, and other data transmission facilities comprising cyberMIND's TCP/IP wide-area network in the regions listed below. cyberMIND's Network Guarantee will be measured based on the number of minutes that the cyberMIND Network was not available as determined by cyberMIND based on the following conditions ("Unavailability").

North American Network Availability
99.995%
European Network Availability
99.995%

Each month's network performance statistics relating to the Guarantee shall be posted on the cyberMIND Customer Support Web Site (current customers only).

If cyberMIND determines that the Network is Unavailable for one (1) or more consecutive hours during any calendar month, cyberMIND, upon the customer's request, will credit the customer's monthly invoice the prorated charges of one (1) day of the cyberMIND service fee for each consecutive hour, up to a maximum of seven (7) days per month.

To receive the credit if this Guarantee has not been met, Customer must contact cyberMIND's customer service group within 30 days of the end of the month for which credit is requested.

Unavailability will not include Network unavailability of an hour or less, or any unavailability resulting from (a) Network maintenance, (b) circuits provided by telcos or other common carriers, (c) an external Internet Service Provider or an Internet exchange point, (d) acts or omissions of Customer or an authorized user, (e) behavior of Customer equipment, facilities or applications, or (f) acts of God, civil disorder, natural cataclysm or other occurrences beyond the reasonable control of cyberMIND.

Guarantee Coverage: Customers that register and have service in the applicable geographic region are covered for the following cyberMIND services: LAN Connect, Higher Broadband, the Internet access features of cyberMIND Dialup, Dedicated, and Roaming.

Customers with North American service sites are eligible for North American coverage. Customers with European service sites are eligible for European coverage.


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