Service Level Agreement ("SLA")

Service Levels

Sierra Wireless warrants the following levels of service on its network when installed by Sierra Wireless, an authorized professional installation partner or by the customer following the Best Practices Installation Guide:

Availability

Remedy
In the event the network availability is less than the SLA, a credit of 1% of the MRC of the affected location(s) will be issued for each percentage point below the SLA that the network was not available. Customer must provide written request for such credit within 15 days of the end of the month in which the SLA is not met. The failure to meet the SLA is subject to verification by Sierra Wireless (which will be done within 15 days of the receipt of the written request).

Service Interruptions Excluded From Covered Time
  • Loss of power at the remote location or instable power source,
  • Remote location is unable to conduct business due to an event beyond the control of Sierra Wireless that may affect the Sierra Wireless service (i.e., act of God, fire, civil unrest, terrorist attack)
  • Any service interruption caused by any non‐Sierra Wireless provided equipment or service
  • The Sierra Wireless‐provided hardware and software is used in a manner inconsistent with the intention as described in the Sierra Wireless Service Agreement

The SLA will be considered invalid in the event that the Sierra Wireless‐provided hardware is not kept in a temperature controlled environment or utilizing authorized outdoor equipment that protects the equipment from weather related damage or impacts.

Outage Time: The total elapsed time from the issuance to the resolution of a trouble ticket as recorded in the Sierra Wireless trouble ticket database.  Degradations in connection speed will not be considered Outage Time and therefore will not be counted against availability for purposes of determining compliance with the SLA.  In the event of equipment failure, Outage Time will include only the time in excess of the MTTR in which it takes to replace the equipment.

Mean Time to Restore

Network: 4 hours
Hardware: 24 hours*
This is the average time it takes to restore service.
*Based on availability of one-day shipping of hardware. In cases where one-day shipping is not available due to remoteness of customer premises, hardware replacement will be based on quickest available shipment method.

Remedy

In the event Sierra Wireless does not perform with the MTTR, a credit of 10% of the MRC for the affected location(s) will be issued. Customer must provide written request for such credit within 15 days of the end of the month in which the SLA is not met.  The failure to meet the SLA is subject to verification by Sierra Wireless (which will be completed within 15 days).

Data Rates and Latency

  3G LTE
Download 750 Kbps 6 Mbps
Upload 250 Kbps 2 Mbps
Latency 250 ms 150 ms

These are the minimum measurements for these metrics in the 90th percentile over a 24 hour period. 

Remedy 

In the event that a Location does not meet the SLA, Customer may terminate its obligation to the remainder of the term for that Location as outlined in Section 5 of the Agreement.